Pathways to quality of life: Roles of customer orientation, organizational commitment, leadership, and job engagement among hotel staff facing job insecurity

This study examined pathways to quality-of-life (QOL) among hotel staff facing job insecurity, considering the roles of customer orientation, organizational commitment, leadership, and job engagement. A research model was developed and tested using path analysis on survey data, comparing groups with high and low job insecurity. Results showed the model explained 43.3 % of variance in QOL. Customer orientation, organizational commitment, and transformative leadership had significant indirect effects on QOL through job satisfaction. Job engagement aspects had mixed direct and indirect effects. The high and low job insecurity groups showed some differences in path coefficients. Necessary condition analysis found customer orientation, dedication, and absorption were necessary for QOL in the full sample. Sufficient configurations for high QOL differed between job insecurity groups. Deep learning comparing alternative models supported the research model. Findings highlight the importance of job satisfaction as a mediator, reveal nuances in effects of job engagement, and demonstrate differences based on job insecurity level. This study provides insights for enhancing hotel employees’ well-being in the face of job insecurity. Implications for hotel management are discussed.