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Abstract
Frontline employees play a critical role in providing exceptional customer service, essential for both; overall customer satisfaction and the long term success of the hospitality industry. Their satisfaction enables effective resource allocation and strategic planning for the growth and development of the industry. The present study focuses on the relationship of high performing work practices (HPWPs) with career satisfaction (CS) and extra-role behavior (ERB) via job embeddedness (JE) among frontline hotel employees. The measurement model was assessed using Smart Partial Least Squares (PLS) SEM, version 4.0.9.0. The results of the study indicated that HPWPs directly and indirectly (through the mediating effects of JE) affect CS of frontline employees and also boost ERB among them. The findings suggested that the adoption of HPWPs, such as comprehensive training, rewards, and empowerment initiatives, cultivates positive attitudes among employees, which in turn encourages proactive customer handling, leading to customer satisfaction.
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