Individual-level absorptive capacity and multidimensional work behavior in tourism

Abstract

Purpose

This study aimed to advance the understanding of employees' individual-level absorptive capacity by examining the mechanisms of three dimensions of their work outcomes: contextual performance, citizenship behaviors toward customers and service sabotage. Drawing on the theory of psychological ownership, the author theorized and assessed how employees' individual-level absorptive capacity predicts different facets of employees' work outcomes through psychological ownership.

Design/methodology/approach

Multisource data were collected from 334 subordinates from the hospitality industry in Taiwan over two time periods. The hypotheses were tested using structural equation modeling, the results of which indicated that employees' individual-level absorptive capacity was positively related to psychological ownership.

Findings

Psychological ownership positively predicted contextual performance and citizenship behaviors toward customers; however, it was negatively associated with service sabotage. Finally, it was found to mediate the effects of employees' individual-level absorptive capacity on contextual performance, citizenship behaviors toward customers and service sabotage.

Originality/value

This study contributed to understanding the relationship between individual-level absorptive capacity and shaping perceptions of service workers and provided several theoretical implications for absorptive capacity and tourism literature.

Citation

Tsai, H.-Y. (2022), "Individual-level absorptive capacity and multidimensional work behavior in tourism", Journal of Organizational Change Management, Vol. 35 No. 2, pp. 280-292. https://doi.org/10.1108/JOCM-01-2021-0014