Abstract
ABSTRACT This study examines interpersonal psychological factors as antecedents and crisis/supportive behavior factors as consequences of organizational job embeddedness (OJE) in the hospitality industry. Workplace fun (WF) and humor (WH) as psychological factors, quitting intention (QI) as a crisis factor, and service recovery performance (SRP) and proactive customer service performance (PCSP) as supportive behavior factors were studied. Data from 333 hotel employees and 40 supervisors were collected through a questionnaire, analyzed using SEM-PLS3. WF and WH serve as a valuable framework for understanding OJE. WH influences WF, which positively impacts OJE. Increased OJE results in SRP and PCSP, reducing QI.
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