Abstract
ABSTRACTDrawing on social cognitive theory and threat-rigidity thesis, our study proposed a research model in which self-efficacy mediated the impact of job insecurity on absenteeism, service recovery performance (SRP), and service innovation behavior. Data were gathered from a time-lagged sample of hotel customer-contact employees (CCEs) and their direct supervisors in Turkey. The relationships mentioned above were assessed using structural equation modeling. As expected, self-efficacy, absenteeism, SRP, and service innovation behavior were the outcomes of job insecurity among CCEs. Consistent with our predictions, self-efficacy partly mediated the relationship between job insecurity and the abovementioned outcomes. Our study sheds new light on the underlying mechanism linking job insecurity to organizationally valued behavioral consequences.
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