The Impact of Illegitimate Tasks on Employees Turnover Intentions: The Parallel Mediating Role of Job Insecurity and Appreciation

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.