A Modelling Framework on Factors to Determine Job Performance among Frontline Employees in the Malaysian Hotel Industry

Abstract

The study attempts to propose a modeling framework on factors affecting individual job performance among frontline employees in the Malaysian hotel industry in the East Coast Region (ECER) of Malaysia. The proposed modeling framework will be based on previous literatures and the underpinning theories related to job performance.  We propose two independent variables (transformational leadership, emotional intelligence) and two mediating variables (organizational commitment and communication satisfaction). In this study, thirteen hypotheses will be developed to determine the relationship between job performance and the determinant factors. Based on this framework, we will carry out a pilot study to test the validity and reliability of the model used. We expect the results to be consistent with previous research.

Keywords: Hotel Industry, Job Performance, Transformational Leadership, Emotional Intelligence, Organizational Commitment, Communication Satisfaction,