The impact of perceived top management support on job performance through job burnout: Evidence from the hotel industry

Abstract

Purpose – This paper aims to examine the importance of job burnout when mediating the relationship between perceived top management support (TMS) and the dependent variables of job dedication and guest empathy deficiency. Methodology/Design/Approach – The study gathered data from hotel employees in Opatija who directly interact with guests. A total of 108 valid questionnaires were obtained through an on-site survey. The study employed the partial least squares method within the SmartPLS 4 programme to analyse causal relationships between independent and dependent variables. Findings – The results show that perceived TMS has a significant impact on employees’ empathy towards guests and their dedication to work only in the case when job burnout mediates this relationship, emphasizing the importance of further examining the consequences of burnout in high-intensity interactive service professions. Originality of the research – This paper offers new insights into the mediating role of burnout in the workplace. It is the first paper to examine direct and indirect relationships between perceived TMS and the impact on work engagement in both positive (job dedication) and negative (guest empathy deficiency) directions.