The Relationships Between Workload, Service Orientation, Employee Performance, and Job Satisfaction: A Study on 4 and 5-Star Hotels in Antalya
Anıl Kale1* , Kurshad Sayın2
Abstract. The study aims to examine the relationships between workload (work overload), service orientation, employee performance and job satisfaction among frontline employees working in 4 and 5 star hotels in Antalya. Furthermore, the study explores the role of service orientation in explaining the relationship between workload and employee outcomes. In this study, employing a quantitative research design, data were collected from 493 frontline personnel working in 4 and 5-star hotels operating in the Antalya region via survey technique. In data analysis, Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were applied using the LISREL 8.80 program. According to the structural model analysis results, work overload was found to negatively affect job satisfaction, while service orientation positively influenced employee performance. Contrary to the common expectation in the literature, work overload showed a positive association with service orientation, which may reflect the possibility that some employees perceive high workload as a challenge rather than a hindrance. The findings further revealed that service orientation mediated the relationship between work overload and employee performance. This study contributes to the literature by demonstrating that work overload does not necessarily reduce employee performance in service-oriented work settings. The findings suggest that service orientation may function as an important mechanism through which workload is associated with employee performance. By integrating workload, service orientation, employee performance and job satisfaction within a single structural model, the study provides a more comprehensive understanding of employee outcomes in the hospitality industry.
Keywords: work overload, service orientation, employee performance, job satisfaction, structural equation modeling, hospitality industry