Role Clarity, Supervisory Support, Peer Support and Work Engagement of Customer-Contact Employees in Hotels: A Future Research Agenda

In light of competitive pressures, organizations particularly service providers, need to unleash the talents of their employees in order to accomplish peak performance. Recent efforts have highlighted the importance of work engagement that focuses on human strengths and optimal functioning. Despite its potential beneficial outcomes, research on the prevalence and antecedents of research engagement has remained scarce. Therefore, the objective of this study is to develop a model linking role clarity, supervisory support and peer support as predictors of work engagement. A review of the literature to support the proposed model among customer-contact employees within the Malaysian hotel industry is provided.