Job Satisfaction as a Mediator in Improving the Hospitality Industry Employees’ Performance Through Knowledge Management Practices

Authors

  •   Arpita Goyal Assistant Professor, Institute of Management Studies, Sage University, Indore, Kailod Kartal, Indore-Dewas By-Pass Road, Indore - 452 020, Madhya Pradesh ORCID logo https://orcid.org/0000-0002-8780-4567
  •   Mansi Assistant Professor, The ICFAI University, Jaipur, Near Cambay Golf Resort, Agra Road, Jamdoli, Jaipur - 302 031, Rajasthan ORCID logo https://orcid.org/0000-0002-4801-5477
  •   Shubham Pandey Assistant Professor (Corresponding Author), Department of Commerce, Central University of Rajasthan, NH-8, Bandarsindari, Kishangarh, Ajmer - 305 817, Rajasthan ORCID logo https://orcid.org/0000-0002-9384-6843

DOI:

https://doi.org/10.17010/pijom/2026/v19i1/173657

Keywords:

knowledge management, job satisfaction, employee performance, task performance, human capital.
JEL Classification Codes : J24, M12, M54, L25
Publication Chronology: Paper Submission Date : January 15, 2025 ; Paper sent back for Revision : August 5, 2025 ; Paper Acceptance Date : November 20, 2025 ; Paper Published Online : January 15, 2026

Abstract

Purpose : The purpose of this study was to investigate the relationship between knowledge management (KM) and organizational performance (OP) through employee job satisfaction (JS). If knowledge management has an impact on JS and subsequently OP, then organizations can develop KM systems that will allow them to develop strategies to improve their overall performance.

Methods : A structural equation modeling (SEM) methodology was employed using a sample of 190 staff from the hospitality industry in Madhya Pradesh, India, to investigate the relationship between KM and OP with a focus on JS as a mediator.

Results and Findings : The results and findings provided strong evidence for the positive impact of KM on OP, as well as JS, as having a substantial role in mediating the relationship between KM and OP.

Practical Implications : The results bring out the meaningfulness of designing and executing KM practices to strengthen job fulfilment and hence organizational productivity. As such, organizations providing hospitality services should recognize the role of KM and utilize it as a means to buildup organizational outcomes; furthermore, by focusing more on improving JS as a result/outcome of KM, organizations might be able to additionally strengthen the positive impact of KM on OP/productivity.

Originality : The KM practices used in the study are regarded as novel compared to those referenced in previous literature. The distinctiveness of this study thus adds value to the existing literature in providing new perspectives into how organizations can improve their performance through improved KM practices.

Downloads

Download data is not yet available.

Downloads

Published

2026-01-15

How to Cite

Goyal, A., Mansi, & Pandey, S. (2026). Job Satisfaction as a Mediator in Improving the Hospitality Industry Employees’ Performance Through Knowledge Management Practices. Prabandhan: Indian Journal of Management, 19(1), 54–72. https://doi.org/10.17010/pijom/2026/v19i1/173657

Issue

Volume 19, Issue 1, January 2026

Section

Articles
Crossref
Scopus
Google Scholar
Europe PMC

References

1) Anantatmula, V. S. (2007). Linking KM effectiveness attributes to organisational performance. Vine, 37(2), 133–149. https://doi.org/10.1108/03055720710759928

2) Assaker, G. (2020). The effects of hotel green business practices on consumers' loyalty intentions: An expanded multidimensional service model in the upscale segment. International Journal of Contemporary Hospitality Management, 32(12), 3787–3807. https://doi.org/10.1108/IJCHM-05-2020-0461

3) Bandura, A. (1997). Self-efficacy: The exercise of control. W H Freeman/Times Books/Henry Halt & Co. https://psycnet.apa.org/record/1997-08589-000

4) Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108

5) Barrett, P., & Sexton, M. (2006). Innovation in small, project-based construction firms. British Journal of Management, 17(4), 331–346. https://doi.org/10.1111/j.1467-8551.2005.00461.x

6) Becerra-Fernández, I., & Sabherwal, R. (2001). Organizational knowledge management: A contingency perspective. Journal of Management Information Systems, 18(1), 23–55. https://doi.org/10.1080/07421222.2001.11045676

7) Chatzoudes, D., Chatzoglu, P., & Vraimaki, E. (2015). The central role of knowledge management in business operations: Developing a new conceptual framework. Business Process Management Journal, 21(5), 1115–1139. https://doi.org/10.1108/BPMJ-10-2014-0099

8) Choi, B., Poon, S. K., & Davis, J. G. (2008). Effects of knowledge management strategy on organizational performance: A complementarity theory-based approach. Omega, 36(2), 235–251. https://doi.org/10.1016/j.omega.2006.06.007

9) Dzimbiri, G. L., & Molefi, A. (2021). The impact of talent management on job satisfaction of registered nurses in Malawian public hospitals. SA Journal of Human Resource Management, 19, Article ID a1513. https://doi.org/10.4102/sajhrm.v19i0.1513

10) Epaminonda, E., Chaanine, J., Vrontis, D., Thrassou, A., & Christofi, M. (2021). Information communication technology, knowledge management, job, and customer satisfaction: A study of healthcare workers in Lebanon. Journal of Knowledge Management, 25(3), 618–641. https://doi.org/10.1108/JKM-12-2019-0760

11) Fugate, B. S., Stank, T. P., & Mentzer, J. T. (2009). Linking improved knowledge management to operational and organizational performance. 27(3), 247–264. https://doi.org/10.1016/j.jom.2008.09.003

12) García-Morales, V. J., Lloréns-Montes, F. J., & Verdú-Jover, A. J. (2008). The effects of transformational leadership on organisational performance through knowledge and innovation. British Journal of Management, 19(4), 299–319. https://doi.org/10.1111/j.1467-8551.2007.00547.x

13) Gedam, R. K., Mehta, N., & Date, H. (2022). Antecedents of career decision-making self-efficacy and its impact on job satisfaction: A study in the Indian IT industry. Prabandhan: Indian Journal of Management, 15(11), 43–62. https://doi.org/10.17010/pijom/2022/v15i11/172522

14) Gooderham, P., Parry, E., & Ringdal, K. (2008). The impact of bundles of strategic human resource management practices on the performance of European firms. The International Journal of Human Resource Management, 19(11), 2041–2056. https://doi.org/10.1080/09585190802404296

15) Hair, J. F., Sarstedt, M., Pieper, T. M., & Ringle, C. M. (2012). The use of partial least squares structural equation modelling in strategic management research: A review of past practices and recommendations for future applications. Long Range Planning, 45(5–6), 320–340. https://doi.org/10.1016/j.lrp.2012.09.008

16) Hurley, R. F., & Hult, G. T. (1998). Innovation, market orientation, and organizational learning: An integration and empirical examination. Journal of Marketing, 62(3), 42–54. https://doi.org/10.1177/002224299806200303

17) Jauhari, A., & Pratihar, A. S. (2010). Knowledge management: For new times with new technologies. Prabandhan: Indian Journal of Management, 3(3), 3–11. https://doi.org/10.17010/pijom/2010/v3i3/61112

18) Joshi, A., Kumar, D., & Shabnam. (2024). Work-life balance as mediator between workplace spirituality, organizational commitment, and job satisfaction. Prabandhan: Indian Journal of Management, 17(11), 23–40. https://doi.org/10.17010/pijom/2024/v17i11/174021

19) Kaur, A., & Singh, H. (2010). Innovation and tacit knowledge. Prabandhan: Indian Journal of Management, 3(5), 12–16. https://doi.org/10.17010/pijom/2010/v3i5/61131

20) Kianto, A., Vanhala, M., & Heilmann, P. (2016). The impact of knowledge management on job satisfaction. Journal of Knowledge Management, 20(4), 621–636. https://doi.org/10.1108/JKM-10-2015-0398

21) Koc, E., & Bozkurt, G. A. (2017). Hospitality employees' future expectations: Dissatisfaction, stress, and burnout. International Journal of Hospitality & Tourism Administration, 18(4), 459–473. https://doi.org/10.1080/15256480.2017.1305318

22) Kucharska, W., & Erickson, G. S. (2020). The influence of IT competency dimensions on job satisfaction, knowledge sharing, and performance across industries. VINE Journal of Information and Knowledge Management System, 50(3), 387–407. https://doi.org/10.1108/VJIKMS-06-2019-0098

23) Kumar, A. A. (2023). Knowledge management in Indian higher education: Issues and challenges. Prabandhan: Indian Journal of Management, 16(6), 60–67. https://doi.org/10.17010/pijom/2023/v16i6/172864

24) Kumar, A. A., & Shekhar, V. (2017). Invigorating knowledge sharing in higher education: Indian initiatives. Prabandhan: Indian Journal of Management, 10(9), 7–15. https://doi.org/10.17010/pijom/2017/v10i9/118235

25) Lloria, M. B. (2008). A review of the main approaches to knowledge management. Knowledge Management Research & Practice, 6(1), 77–89. https://doi.org/10.1057/palgrave.kmrp.8500164

26) Maben, A. S., & Uchil, R. (2019). Talent management strategies and customer delight: A conceptual study. Indian Journal of Marketing, 49(3), 63–71. https://doi.org/10.17010/ijom/2019/v49/i3/142147

27) Malhotra, Y. (2005). Integrating knowledge management technologies in organizational business processes: Getting real-time enterprises to deliver real business performance. Journal of Knowledge Management, 9(1), 7–28. https://doi.org/10.1108/13673270510582938

28) Minimol, M. C., Akhila, K. V., & Kavya, N. P. (2025). Firm performance in India: Does sustainability reporting matter? Indian Journal of Finance, 19(3), 8–25. https://doi.org/10.17010/ijf/2025/v19i3/174847

29) Mondal, S., Sharma, A., & Panackal, N. (2025). A study of the impact of social capital on job satisfaction: The mediating and moderating role of social trust and academic leadership. Prabandhan: Indian Journal of Management, 18(4), 8–30. https://doi.org/10.17010/pijom/2025/v18i4/174314

30) Rafique, G. M., & Mahmood, K. (2018). Relationship between knowledge sharing and job satisfaction : A systematic review. Information and Learning Science, 119(5–6), 295–312. https://doi.org/10.1108/ILS-03-2018-0019

31) Razzaq, S., Shujahat, M., Hussain, S., Nawaz, F., Wang, M., Ali, M., & Tehseen, S. (2019). Knowledge management, organizational commitment, and knowledge-worker performance: The neglected role of knowledge management in the public sector. Business Process Management Journal, 25(5), 923–947. https://doi.org/10.1108/BPMJ-03-2018-0079

32) Sahibzada, U. F., Cai, J., Latif, K. F., & Sahibzada, H. F. (2020). Knowledge management processes, knowledge worker satisfaction, and organisational performance. Aslib Journal of Information Management, 72(1), 112–129. https://doi.org/10.1108/AJIM-10-2019-0276

33) Sahibzada, U. F., Jianfeng, C., Latif, K. F., & Sahibzada, H. F. (2020). Fueling knowledge management processes in Chinese higher education institutions (HEIs): The neglected mediating role of knowledge worker satisfaction. Journal of Enterprise Information Management, 33(6), 1395–1417. https://doi.org/10.1108/JEIM-07-2019-0197

34) Santhi, P., Sasirekha, P., & Anija, J. (2024). A causal linkage between corporate sustainability performance and financial performance of select IT & ITeS companies in India. Indian Journal of Finance, 18(2), 43–59. https://doi.org/10.17010/ijf/2024/v18i2/173520

35) Setia, B. I., Yuniarsih, T., Gaffar, M. F., Suryadi, E., Affandi, A., & Rohmawati, T. (2022). Job satisfaction as a mediator in improving employee performance through talent and knowledge management. Journal of Eastern European and Central Asian Research, 9(5), 749–762. https://doi.org/10.15549/jeecar.v9i5.1060

36) Sharma, M. K., Ramaprasad, B. S., Jamwal, M., Phadke, R., & Nidhisha, H. (2024). Unraveling the essence of entrepreneurship education in hospitality and tourism: A qualitative exploration of Indian entrepreneurs' insights. Prabandhan: Indian Journal of Management, 17(3), 8–25. https://doi.org/10.17010/pijom/2024/v17i3/173363

37) Singh, A. K., & Sharma, V. (2011). Knowledge management antecedents and their impact on employee satisfaction: A study on Indian telecommunication industries. The Learning Organization: An International Journal, 18(2), 115–130. https://doi.org/10.1108/09696471111103722

38) Soni, T. K., Sirohi, R., & Jamwal, D. S. (2024). The linkage between marketing intensity and firm performance: A quantile regression approach. Indian Journal of Marketing, 54(4), 46–59. https://doi.org/10.17010/ijom/2024/v54/i4/173713

39) Tanriverdi, H. (2005). Information technology relatedness, knowledge management capability, and performance of multibusiness firms. MIS Quarterly, 29(2), 311–334. https://doi.org/10.2307/25148681

40) Tseng, F.-C., & Fan, Y.-J. (2011). Exploring the influence of organizational ethical climate on knowledge management. Journal of Business Ethics, 101, 325–342. https://doi.org/10.1007/s10551-010-0725-5

41) Tsirikas, A. N., & Katsaros, K. K. (2015). Linking knowledge management, job satisfaction and productivity in the Greek public sector. International Journal of Knowledge Management Studies, 5(3–4), 244–264. https://doi.org/10.1504/IJKMS.2014.067219

42) Varma, R., Sharma, A., Rath, N., & Sahai, A. K. (2024). Personality, job crafting, and performance in select public sector employees in India. Prabandhan: Indian Journal of Management, 17(5), 24–40. https://doi.org/10.17010/pijom/2024/v17i5/173480

43) Wang, G., Liu, X., & Liu, Y. (2019). Role overload, knowledge acquisition, and job satisfaction: An ambidexterity perspective on boundary-spanning activities of IT employees. The International Journal of Human Resource Management, 30(4), 728–757. https://doi.org/10.1080/09585192.2018.1494027

44) Wong, K. Y., & Aspinwall, E. (2004). Characterising knowledge management in the small business environment. Journal of Knowledge Management, 8(3), 44–61. https://doi.org/10.1108/13673270410541033

45) Yadav, R. K., & Dabhade, N. (2019). Dynamics for satisfaction with telecom services: A pragmatic investigation on customers of Bhopal, Madhya Pradesh. Indian Journal of Marketing, 49(5), 49–59. https://doi.org/10.17010/ijom/2019/v49/i5/144024

46) Yadav, D. K., Yadav, J., & Malik, R. (2019). E-HRM: A paradigm shift in HR practices and its effects on perception of employees towards accepting this new technology. Prabandhan: Indian Journal of Management, 12(2), 23–39. https://doi.org/10.17010/pijom/2019/v12i2/141754

47) Zack, M., McKeen, J., & Singh, S. (2009). Knowledge management and organizational performance: An exploratory analysis. Journal of Knowledge Management, 13(6), 392–409. https://doi.org/10.1108/13673270910997088

48) Zhou, Z., Jin, X.-L., & Fang, Y. (2014). Moderating role of gender in the relationships between perceived benefits and satisfaction in social virtual world continuance. Decision Support System, 65, 69–79. https://doi.org/10.1016/j.dss.2014.05.004