Does workplace friendship promote or hinder hotel employees’ work engagement? The role of role ambiguity

Abstract

Although researchers and managers have recognized the importance of work engagement in the hospitality domain, many questions remain unanswered. This study fills the gaps in the area of work engagement by considering the relationships among workplace friendship, role ambiguity, and work engagement. The results indicated that workplace friendship was positively associated with work engagement, and that role ambiguity partially mediated such a relationship. Compared with traditional job resources, the development of workplace friendship among employees is an alternative feasible job resource for increasing work engagement. The mediating role of role ambiguity in the workplace friendship-work engagement relationship cannot be overlooked. The findings of this study contribute to the theory and practice of the relationships among job resources, job demands, and work engagement.