Abstract:
High turnover remains a critical issue in the hospitality industry. Consequently, the remaining
employees are burdened with additional tasks they deem unnecessary or unreasonable. Those tasks
are characterized as illegitimate tasks (IT) as it has previously captured scholars’ attention due to
their various destructive consequences. Drawing upon the cognitive appraisal theory of emotion
and the stress as offense to self-theory, the study aims to investigate the influence of service climate
on IT and through the parallel mediating effect of qualitative job insecurity (JI) and appreciation.
Moreover, to address the possible intervening mechanism linking IT and turnover intention (TI).
Specifically, the mediating role of JI and appreciation between IT on turnover intention. To
consider the sequential mediation from service climate to TI through appreciation and JI. Lastly,
to investigate the moderation effect of supervisor bottom-line mentality (SBLM) between IT and
JI and appreciation. The data was collected within a time lag of three weeks from hotels in Pakistan
through a purposive sampling technique, with a sample of 206 employees. Findings reveal service
climate has a positive impact on IT and a double positive mediation effect between service climate
and JI and appreciation. Moreover, the mediation of appreciation and JI between IT and TI is
rejected. Similarly, both sequential mediations are rejected. Lastly, SBLM strengthens the
relationship between IT and both appreciation and JI. Organizations might not be aware that they
are imposing tasks that employees consider illegitimate, which results in conflicting emotional
responses as those tasks can negatively impact one’s personal esteem while satisfying one's social
esteem.
