The Cross Over Process of Employees’ Dedication on Visitors’ Satisfaction using UWES Work Engagement Model: A Case on MAHA Expo 2018

Nor Azmawati  Husain; Norlela  Abas; Norshiba  Norhisham; Nurul Azrin  Ariffin

Mega events such as expo give valuable opportunities to visitors for them to experience the unique natures of presented themes. Malaysian Agriculture, Horticulture & Agrotourism Show (MAHA) was organised annually in Malaysia with a based-theme of agriculture. In general, many factors has been considered in measuring visitor’s satisfaction with regards to mega events such as expo. Visitors’ satisfaction is crucial as this level of satisfaction affecting their experiential product hence change their whole experiences in visiting expo in future. The purpose of this study is to identify the association of job resources such as skill discretion and co-workers’ support among employees at booths during the MAHA 2018 event crossover on visitor satisfaction, specifically through the Utrecht Work Engagement Scale (UWES) l(e.g. dedication and absorption). 99 onsite surveys were collected on employees and visitors at various booths at the MAHA 2018 event. Data was analysed using SPSS version 20 using multiple regression analysis. Main findings indicates that the dedication of employees mediates the relationship between skill discretion and visitor satisfaction.we also discovers dedication of employees at the expo do crossover to visitors and affect their satisfaction level as been predicted through the actor-partner independence model(APIM). This supports the notions of employees’ work engagement, especially the aspect of dedication is crucial as this elements of work engagement has direct effect on visitors’ satisfaction level. Further studies should focus on improving dedication of employees at expo as it has the marketing implication to attract more visitors in future.

AL-Dubai, S. A. R., Qureshi, A. M., Ismail, N. H., & Rampal, K. G. (2012). Prevalence and determinants of low back pain among taxi drivers in Malaysia. A cross sectional study. Journal of Advanced Medical Research, 2(4), 129-143.
Albrecht, S. L., & Anglim, J. (2018). Employee engagement and emotional exhaustion of fly-in-fly-out workers: A diary study. Australian Journal of Psychology, 70(1), 66-75. doi: 10.1111/ajpy.12155
Allahyari, T., Saraji, G. N., Adi, J., Hosseini, M., Iravani, M., Younesian, M., & Kass, S. J. (2008). Cognitive Failures, Driving Errors and Driving Accidents. International Journal of Occupational Safety and Ergonomics, 14(2), 149-158. doi:
10.1080/10803548.2008.11076759
Arezes, P. M., & Miguel, A. S. (2008). Risk perception and safety behaviour: A study in an occupational environment. Safety Science, 46(6), 900-907. doi:
https://doi.org/10.1016/j.ssci.2007.11.008
Bailey, J. J., Gremler, D. D., & McCollough, M. A. (2001). Service Encounter Emotional Value. Services Marketing Quarterly, 23(1), 1-24. doi: 10.1300/J396v23n01_01
Bakker, A. B. (2009). The crossover of burnout and its relation to partner health. Stress and Health, 25(4), 343-353. doi: https://doi.org/10.1002/smi.1278
Bakker, A. B. (2014). Daily Fluctuations in Work Engagement. European Psychologist, 19(4), 227-236. doi: 10.1027/1016-9040/a000160
Bakker, A. B., & Bal, M. P. (2010). Weekly work engagement and performance: A study among starting teachers. Journal of Occupational and Organizational Psychology, 83(1), 189-206. doi: https://doi.org/10.1348/096317909X402596
Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328. doi: 10.1108/02683940710733115
Bakker, A. B., & Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13(3), 209-223. doi: 10.1108/13620430810870476
Bakker, A. B., Demerouti, E., & Euwema, M. C. (2005). Job resources buffer the impact of job demands on burnout. Journal of Occupational Health Psychology, 10(2), 170.
Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands?resources model to predict burnout and performance. Human Resource Management, 43(1), 83-104.
Bakker, A. B., Hakanen, J. J., Demerouti, E., & Xanthopoulou, D. (2007). Job resources boost work engagement, particularly when job demands are high. Journal of Educational Psychology, 99(2), 274. doi: http://dx.doi.org/10.1037/0022-0663.99.2.274
Bakker, A. B., Ten Brummelhuis, L. L., Prins, J. T., & Der Heijden, F. M. M. A. v. (2011). Applying the job demands–resources model to the work–home interface: A study among medical residents and their partners. Journal of Vocational Behavior, 79(1), 170-180. doi: http://dx.doi.org/10.1016/j.jvb.2010.12.004
Bakker, A. B., & Xanthopoulou, D. (2009). The crossover of daily work engagement: Test of an actor–partner interdependence model. Journal of Applied Psychology, 94(6), 1562 -1571. doi: 10.1037/a0017525
Bakker Arnold, B., Westman, M., & Hetty van Emmerik, I. J. (2009). Advancements in crossover theory. Journal of Managerial Psychology, 24(3), 206-219. doi:
10.1108/02683940910939304
Barken, R., Denton, M., Sayin, F. K., Brookman, C., Davies, S., & Zeytinoglu, I. U. (2018). The influence of autonomy on personal support workers’ job satisfaction, capacity to care, and intention to stay. Home Health Care Services Quarterly, 37(4), 294-312. doi: 10.1080/01621424.2018.1493014
Bass, B. M. (1985). Leadership: Good, better, best. Organizational Dynamics, 13(3), 26-40. doi: https://doi.org/10.1016/0090-2616(85)90028-2
Baxter, P., Lyndon, H., Dole, S., & Battistutta, D. (2004). Less pain, more gain: Rapid skill development using old way new way. Journal of Vocational Education and Training, 56(1), 21-50. doi: 10.1080/13636820400200244
Bianchi, R., Schonfeld, I. S., & Laurent, E. (2020). On the overlap of vital exhaustion and depression. European Psychiatry, 44, 161-163. doi: 10.1016/j.eurpsy.2017.04.007
Biswas, S., Varma, A., & Ramaswami, A. (2013). Linking distributive and procedural justice to employee engagement through social exchange: a field study in India. The International Journal of Human Resource Management, 24(8), 1570-1587. doi: 10.1080/09585192.2012.725072
Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality :The customer's voice. Service quality: New directions in theory and practice (Vol. 34, pp. 72-94): R. T. Rust & R. L. Olive.
Cook, W. L., & Kenny, D. A. (2005). The Actor–Partner Interdependence Model: A model of bidirectional effects in developmental studies. International Journal of Behavioral Development, 29(2), 101-109. doi: 10.1080/01650250444000405
Crawford, E. R., LePine, J. A., & Rich, B. L. (2010). Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test. Journal of Applied Psychology, 95(5), 834-848. doi: 10.1037/a0019364
Darian-Smith, K. (2011). Festival Places. In G. Chris & C. John (Eds.), Chapter 2. Histories of Agricultural Shows and Rural Festivals in Australia (pp. 25-43): Channel View Publications.
Holloway, L. (2004). Showing and telling farming: agricultural shows and re-imaging British agriculture. Journal of Rural Studies, 20(3), 319-330. doi:
https://doi.org/10.1016/j.jrurstud.2003.10.002
Karasek, R. A. (1979). Job demands, job decision latitude, and mental strain: Implications job redesign. Administrative Science Quarterly, 24. doi: 10.2307/2392498
Larsen, M. H. (2017). Getting a Sense of Agriculture: Visitor Experiences from an Agricultural Fair. Sociologia Ruralis, 57(S1), 661-681. doi: https://doi.org/10.1111/soru.12158
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293-315. doi: 10.1002/job.248
Schaufeli, W. B., Salanova, M., González-romá, V., & Bakker, A. B. (2002). The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach. Journal of Happiness Studies, 3(1), 71-92. doi: 10.1023/a:1015630930326
Scott, S., Si, Z., Schumilas, T., & Chen, A. (2014). Contradictions in state- and civil society-driven developments in China’s ecological agriculture sector. Food Policy, 45, 158-166. doi: https://doi.org/10.1016/j.foodpol.2013.08.002
Selig, J. P., & Preacher, K. J. (2008). Monte Carlo method for assessing mediation: An interactive tool for creating confidence intervals for indirect effects [Computer software]. from http://quantpsy.org/.
Situma, S. P. (2012). The effectiveness of trade shows and exhibitions as organizational marketing tool (analysis of selected companies in Mombasa). International Journal of Business and Social Science, 3(22), 219-230.
Westman, M., & Etzion, D. (1995). Crossover of stress, strain and resources from one spouse to another. Journal of Organizational Behavior, 16(2), 169-181. doi: 10.1002/job.4030160207
Xanthopoulou, D., Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2009). Work engagement and financial returns: A diary study on the role of job and personal resources. Journal of Occupational and Organizational Psychology, 82(1), 183-200. doi: 10.1348/096317908X285633
Yagil, D., & Medler-Liraz, H. (2014). Service Employees’ Trait Authenticity and Customer Satisfaction Individual Sources, Dynamics, and Expressions of Emotion (Vol. 9, pp. 169-185): Emerald Group Publishing Limited.

In-Text Citation: (Husain et al., 2021)
To Cite this Article: Husain, N. A., Abas, N., Norhisham, N., & Ariffin, N. A. (2021). The Cross Over Process of Employees’ Dedication on Visitors’ Satisfaction using UWES Work Engagement Model: A Case on MAHA Expo 2018. International Journal of Academic Research in Business and Social Sciences, 11(9), 1144–1158.

Copyright: © 2021 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode

International Journal of Academic Research in Business and Social Sciences

Open Access Journal

The Cross Over Process of Employees’ Dedication on Visitors’ Satisfaction using UWES Work Engagement Model: A Case on MAHA Expo 2018

Nor Azmawati Husain, Norlela Abas, Norshiba Norhisham, Nurul Azrin Ariffin

Further Information

Our Journals

Get intouch with us