Influences of perceived job resource and job demands on service behavior for generation Z hotel employees in Taiwan

Abstract

Motivating Gen Z employees, the main labor force in the hospitality industry, with job resources and demands is challenging. This study explores the influences of Gen Z hotel employees’ perceived job resources, demands, and work engagement on service behavior based on the Job Demands- Resources (JD-R) model. A total of 212 valid online questionnaires were collected from Gen Z hotel employees in Taiwan. The results confirmed that job resources positively influenced perceived job demands and engagement, but job demands did not significantly affect work engagement. Further, work engagement positively influenced service behavior and mediated job resources and service behavior.