Doctor of Education (EdD)
Adult Education and Human Resource Development
First Advisor's Name
Dr. Thomas G. Reio, Jr.
First Advisor's Committee Title
Second Advisor's Name
Dr. Teresa Lucas
Second Advisor's Committee Title
Third Advisor's Name
Dr. Melody Whiddon-Willoughby
Third Advisor's Committee Title
Fourth Advisor's Name
Dr. Jinlin Zhao
Fourth Advisor's Committee Title
Employee engagement, discretionary effort, job performance, psychological climate
Date of Defense
This nonexperimental, correlational study examined the relation among job fit,
psychological climate, and employee engagement and discretionary effort and job
performance. An Internet-based self-report survey was administered to a sample of 307
cruise line customer contact center reservation agents. The research hypotheses were
evaluated using correlational and hierarchical regression analytic procedures.
Job fit and psychological climate were linked positively and significantly with
employee engagement and employee engagement accounted for significant variance in
both discretionary effort and job performance. In evaluating the discretionary effort
conceptual model, after statistically controlling for gender, ethnicity and amount of job
experience, the results of the hierarchical regression analysis showed that employees who
reported a positive psychological climate and job fit were more engaged and tended to
report higher levels of discretionary effort. The results were similar for the job
performance conceptual model. In both models, demonstrating a large effect size,
employee engagement was a powerful predictor of the dependent variables.
The implications for organizational and human resource development theory,
research, and practice are pronounced. First, there was strong support for engagement
theory in that there was compelling evidence of its predictive validity. Second, decided
empirical support was found that linked a positive psychological climate and job fit to not
only employee engagement, but also discretionary effort and job performance among call
center workers, an understudied group in the travel industry. Third, there was
considerable practical utility for the findings because it supports HR/D practitioners’
activities that would foster a positive psychological climate and job fit for the sake of
building employee engagement, which consequently would promote greater discretionary
effort and job performance.
Rodoquino, Stephen B. III, "The Influence of Employee Engagement on Discretionary Effort and Job Performance in the Cruise Line Customer Contact Center Workplace" (2019). FIU Electronic Theses and Dissertations. 4449.
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