Title: The effects of organisational factors on work outcomes in hospitality: the role of resilience

Authors: Ivana Blešić; Sanja Kovačić; Marko D. Petrović; Snežana Milićević

Addresses: Department of Geography, Tourism and Hotel Management, University of Novi Sad, Novi Sad, Serbia; Institute of Sports, Tourism and Service, South Ural State University, Chelyabinsk, Russia ' Department of Geography, Tourism and Hotel Management, University of Novi Sad, Novi Sad, Serbia; Institute of Sports, Tourism and Service, South Ural State University, Chelyabinsk, Russia ' Geographical Institute "Jovan Cvijić" SASA, Djure Jakšića St. 9, Belgrade 11000, Serbia; Institute of Sports, Tourism and Service, South Ural State University, Chelyabinsk, Russia ' University of Kragujevac, Faculty of Hotel Management and Tourism, Vrnjačka Banja, Serbia

Abstract: The current study aims to analyse relationships between organisational factors (learning culture, leadership, corporative communication and work engagement), work outcomes (work satisfaction, turnover intention, employees' participation) and employee resilience, intending to test a mediating role of employees' resilience in the hospitality industry. The current paper represents a quantitative study, using a questionnaire as an instrument for data collection. Data were collected from a sample of 204 frontline employees in 30 hotels in Serbia. Structural Equation Modelling (SEM) in AMOS has been applied to analyse the data. The results revealed the positive direct effects of organisational factors on employees' resilience and work outcomes. Moreover, the research confirmed the mediating role of resilience, as the model shows that it mediates the relationship between employees' participation and work satisfaction. The paper addresses an important gap in hospitality research, by pioneeringly exploring relationships between organisational factors, work outcomes and employee resilience.

Keywords: employees; resilience; organisational factors; work outcomes; hospitality.

DOI: 10.1504/EJIM.2026.154246

European Journal of International Management, 2026 Vol.29 No.3, pp.402 - 426

Received: 06 Aug 2020
Accepted: 22 Mar 2021
Published online: 18 Jun 2026 *

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