The Mediating Effects of Job Satisfaction and Organizational Commitment on Turnover Intention,in the Relationships Between Pay Satisfaction and Work–Family Conflict of Casino Employees

Pay satisfaction (PS) and work–family conflict (WFC) are increasingly important to researchers and organizational scholars. This study tests the influence between PS and WFC in relation to turnover intention (TI). Using regressions, this study found that job satisfaction and organizational commitment mediate the effects of PS and WFC on TI. The findings provide fresh insights linking the job factors and TI. Managers should understand the needs of their employees in order to retain them. The identified solutions could help reduce turnover rates.     

Examining the relationship of work–family conflict to job and life satisfaction: A case of hotel sales managers

The study was designed to clarify the ambivalent relationships between work–family conflict (WFC) and measures of satisfaction. Both the direct and indirect effects of WFC on job and life satisfaction were investigated. Job satisfaction was also separated into two components: affective reaction and cognitive appraisal. Data were collected by a field survey of 121 sales managers from 26 hotels in China. Structural Equation Modeling (SEM) indicated a critical role of one's affective reaction to his/her job in the relationship between WFC and life satisfaction. Specifically, the present study found that both work interfering with family (WIF) and family interfering with work (FIW) have significant negative association with an individual's affective reaction to his/her job, while only FIW reduced the cognitive appraisal of a job. Further, affective reaction, rather than cognitive appraisal, had a significant positive correlation with life satisfaction. Finally, FIW was negatively associated with life satisfaction. The results suggest the strategic role of family friendly human resource polices in hotels.     

有满意的员工就会有满意的顾客吗？——员工敬业度的影响

文章探讨员工敬业度对工作满意度和顾客满意度之间关系的影响。研究结果表明：员工敬业度包含3个独立的维度,即精力充沛、奉献精神和专心致志;与敬业度较低的服务人员相比较,敬业度较高的服务人员的工作满意感及其服务的顾客的满意感都比较高;对敬业度较高的服务人员而言,工作满意感与顾客满意感之间存在显著的正相关关系,而对敬业度较低的服务人员而言,工作满意度与顾客满意度之间并不存在显著的相关关系,而且他们之间的相关系数是负值,换句话说,对敬业度水平较低的服务人员来说,高的工作满意度不仅不会带来顾客满意度的上升,而且可能带来顾客满意度的下降。     

Job Characteristics and Job Design in Table-Service Restaurants

ABSTRACT

This study assessed the relationships of job characteristics, job satisfaction, and job performance in a sample of 315 table service restaurant employees. Results demonstrate the job characteristics to be reliable constructs, and that the sample perceived them to exist at varying levels in their jobs. Multiple measures of job satisfaction are reported and compared. Perceived job characteristics do appear to influence job satisfaction, but demonstrate only a very limited relationship with job performance. Recommendations are suggested for job design or job redesign that may enhance satisfaction and performance.     

Exploring the antecedents of intentions to leave the job: The case of luxury hotel staff

The aim of this study is to assess the antecedents of employee’ intentions to resign from their jobs in luxury hotels in India. Two aspects are considered in this context: firstly, the employees’ enthusiasm for the profession and organisation, the nature of the work and its impact on social and family life. Secondly, their level of satisfaction with the job in terms of organisational loyalty, relationship with supervisors, job security, earnings and additional benefits. A theoretical model (see Fig. 1) and seven hypotheses are tested to indicate whether the employees’ level of agreement with statements about the job and their level of satisfaction with the job will impact their intentions to quit. The study further examines if any current employees intend to leave their job. The term luxury hotel is used to represent 5 star and 4 star hotels of India.Findings from the analyses of 884 responses suggest that, when considering intentions to resign from the job, a negative relationship is found between professional and organisational enthusiasm and perceptions about the work being stimulating. No support was found for a positive relationship between the extent work impacted social and family life and the intention to quit. However, results supported the notion that the employee's organisational loyalty has a negative effect on his/her intention to resign from the job. Our findings contradict several other studies in that they suggest the employee's intention to resign from the job increases as job security and earnings improve. The study is distinctive as it explores intentions luxury hotel employees in India to leave their jobs; three is little evidence in the wider literature of similar attempts in the context of the Indian hotel industry. The outcomes have implications for both theory and practice as this is the first such major study in the context of the hotel industry in India where there is a population of over a billion people and an expanding hotel industry.     

Examining the spillover effect of frontline employees’ work–family conflict on their affective work attitudes and customer satisfaction

This study examines the negative spillover effects of hospitality frontline employees’ work–family conflict on their affective reactions, commitment, and customer satisfaction. A field survey was conducted to obtain a dyadic data set (148 paired employee–customer responses). Our results indicate that frontline employees’ role conflict between work and family results in less positive affective reactions to the job, decreased emotional attachment to the organization, and lower levels of customer satisfaction. These findings suggest that hospitality firms need to understand that factors outside the workplace influence service excellence, thus calling for a family-friendly organizational culture.     

Hospitality Employees’ Future Expectations: Dissatisfaction,Stress, and Burnout

This study aims to explore the relationship between future expectations of Turkish hotel employees and employee burnout. A survey with 260 hotel employees across Turkey measured whether employees expected their current levels of stress to increase or decrease in future. Those employees who showed signs of burnout syndrome were the ones who expected their current levels of stress to increase in future. The demographic factors such as age and education also related to stress and satisfaction levels of the employees. The findings point out that hotel employees tend to be more satisfied with their jobs at the beginning of their careers, in spite of the higher levels of perceived stress. The study has significant implications for human resource management activities and organizational climate.     

Effects of work status congruence and perceived management concern for employees on turnover intentions in a fast casual restaurant chain

The current study examines a proposed turnover intention model on hourly employees in a large fast casual dining restaurant chain located in the United States. High levels of turnover have been a consistent and costly issue in the restaurant industry. The study was developed to help restaurant owners and managers determine how relationships between variables influence the turnover intentions of their employees, in order to overcome the economic hardship that organizations face when their turnover rates are high. Many factors were found to influence employee turnover intentions, including work status congruence, perceived management concern for employees, job satisfaction, and organizational commitment. Hence, it is important for fast casual restaurant operators in the United States to develop their managers' human resource skills, in order to have satisfied and committed hourly employees, who should as a result develop lower turnover intentions. Managerial and academic implications are discussed in detail.     

How Does the Work Status Affect Employees’ Job Attitude and Behavior in the Hotel Industry?

The study focuses on how work status impacts employees’ perception of job satisfaction, organizational commitment, and job performance in the hotel industry. Also, it explores whether supervisors perceive employees’ job attitudes and behavior in the same way as they perceive. Data were collected from a self-administered survey for five-star hotel employees and supervisors in Seoul, South Korea. A total of 335 valid responses were collected from 280 employees and 65 supervisors and analyzed by using structural equation modeling. The results of the study indicated that nonstandard employees expressed higher job satisfaction and higher organizational commitment but perceived lower job performance than standard employees did. Work status had no significant moderating effect on the relationships between job satisfaction, organizational commitment, and job performance; however, the results of this study indicated that supervisors’ perceptions of nonstandard employees’ job satisfaction, organizational commitment, and job performance were quite different from those of the nonstandard employees themselves. This study suggests that hotel operators should develop strategies to fully utilize nonstandard employees who reveal potential for quality service to guests.     

Why hotel employees care about Corporate Social Responsibility (CSR): Using need satisfaction theory

The aim of this paper is to investigate hotel employees’ the perception of CSR practices of their firms, within the foundations of need satisfaction theory. The proposed model examines the relationships among types of Corporate Social Responsibility (CSR), Quality of Work Life (QWL), job satisfaction, and the levels of job position. Structural Equation Modeling (SEM) was used to test the relationships in the model. The results demonstrate that hotel employees’ perceived CSR had a positive effect on their basic and growth needs of QWL and QWL led to job satisfaction. The effects of CSR on QWL were stronger among managerial level employees compared to lower level ones. The findings provide better insights to the underlying mechanism through which type of CSR perceptions of employees influences job satisfaction in hospitality companies where these internal stakeholders become a key to attain competitive advantages.     

Job involvement,commitment, satisfaction and turnover: Evidence from hotel employees in Cyprus

The study of attitudes at work seeks to enhance organizational knowledge and capabilities in developing an ‘ideal’ working environment that delivers exceptional customer service. The current study investigates the causal relationships of job involvement, organizational commitment (normative and affective), and job satisfaction (intrinsic and extrinsic), with the intention of hospitality employees in Cyprus to either remain at or leave their job. Utilizing structural equation modeling, positive associations were found between job involvement, affective and normative commitment, and intrinsic job satisfaction. Positive associations between affective and normative organizational commitment, and intrinsic and extrinsic job satisfaction were also found. In addition, negative associations between affective organizational commitment, extrinsic job satisfaction and turnover intention were revealed. However, a negative association between intrinsic job satisfaction and turnover intention was not supported. The implications of these results for future research are also discussed.     

A triple whammy effect of employees' gender,job type,and service outcomes on consumer behavior

The extant literature reports inconsistent results regarding the effect of employee gender on customers' attitudes and behaviors. Furthermore, the previous research on congruency bias has mainly focused on female-dominant jobs. To address these issues, this study examined how customers' gender stereotypes affect their service evaluations and revisit intentions. Grounded in role congruity theory, congruency bias, and justification-suppression models, the results showed that employee gender and gender congruency with the norm for the job have differential impacts on customer evaluations. Furthermore, this study found asymmetric impacts of congruency bias on customer experiences. For example, customers showed lower satisfaction and revisit intention when female employees failed in a male-dominant job than when their male counterparts did. However, they showed equal levels of satisfaction and revisit intention when male and female employees failed in a female-dominant job. The results provide important insights into how to reduce customers' gender bias toward different gender-dominated jobs.     

Employee loyalty in Hungarian hotels

This paper's focus is the association between Hungarian employees’ job satisfaction and their loyalty to the organisation. Data were collected from over 600 hotel employees throughout Hungary by questionnaire, designed to elicit their attitudes to loyalty and perspectives with respect to job satisfaction. Principal component analysis identified potential key contributors to job satisfaction (personal satisfaction gained from participation and recognition, social involvement, career development and salary and benefits) and to employee loyalty (commitment to managers and company, job conditions, personal benefits, service element and location, and career and status). An examination of the inter-relationships revealed that managers’ treatment of employees and the positive benefits of social involvement in the workplace had a greater impact on employee loyalty than monetary rewards.     

Job satisfaction,lifestyle and demographics of U.S. hospitality industry workers — versus others

A study intended to compare the U.S. hospitality industry employees' work attributes, demographics and lifestyles with employees in four other industry groupings found out that in all three major areas hospitality employees were typified by very specific characteristics. In demographic characteristics these employees came from minority groupings and large families and perceived themselves to be of lower social class. They were less satisfied with their job and life in general and did not think their job to be an important element in their self-accomplishment.     

The Effects of Involvement and Social Support on Frontline Employee Outcomes: Evidence From the Albanian Hotel Industry

Using data from the Albanian hotel industry, this study developed and tested a model that examined the relationships of psychological involvement and social support with frontline employees' outcomes. The results revealed that family involvement and family support increased family satisfaction, while job involvement and work support amplified job satisfaction. Contrary to our predictions, work support did not significantly affect family satisfaction and family support did not demonstrate any significant relationship with job satisfaction. The results lent empirical support to the significant negative effects of both work and family support on turnover intentions. The results also showed that lower job satisfaction led to higher turnover intentions. In contrast, family satisfaction was found to exacerbate employees' turnover intentions. Implications of the results and future research directions are presented in the study.     

Why is hospitality employees’ psychological capital important? The effects of psychological capital on work engagement and employee morale

This study examines work engagement as a partial mediator of the effect of psychological capital (PsyCap) on employee morale in a sample of hotel employees. A survey was carried out with 312 front-line staff from 15 five-star hotels in Seoul, Korea. A one-month time-lag design (Time 1: PsyCap and work engagement; Time 2: employee morale) was used to reduce potential common method bias. The hypothesized relationships in the model were tested using structural equation modeling. The results suggest that work engagement partially mediates the effect of PsyCap on job satisfaction and affective organizational commitment. Specifically, front-line employees with high PsyCap are more engaged with their work and more likely to display job satisfaction and affective organizational commitment. The study concludes with a discussion of its empirical findings, strengths, theoretical contributions, and practical implications. Limitations and their implications for future studies are also reviewed.     

The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry

ABSTRACT

Training has been found to link with improving job satisfaction and employee intention to stay. The purposes of this research were to investigate the expectations and perceptions of training quality between hotel managers and employees, and to suggest implications for improving training quality and increasing training satisfaction, job satisfaction, and intention to stay among employees in the hotel industry. The conceptual model of this study was developed based on SERVQUAL and the ServiceProfit Chain model. T-test showed that employees perceived low training quality, which suggested employees were not satisfied with training quality and that training quality needed improvement. Results of regression analysis showed that training was positively related to training satisfaction and job satisfaction. Job satisfaction led positively to intention to stay. The indirect effect of training quality on intention to stay was mediated by job satisfaction. This study suggests more understanding of the importance of training quality and its consequences, and to pay more attention to employee training.     

Relationships among work-family supportive supervisors,career competencies,and job involvement

This study aims to explore the relationships among work-family supportive supervisors, career competencies, job involvement, and job satisfaction. Data were collected from a sample of 1012 hotel employees working in the frontline of the hospitality industry in China. Structural equation modelling (SEM) was used to estimate the relationships among the constructs. The findings indicate a positive relationship between work-family supportive supervisors and career competencies. Career competencies contribute positively to job involvement and job satisfaction. This study provides insights into how managers of human resources can retain qualified staff and increase the job satisfaction of employees.     

An Expectancy Theory Model for Hotel Employee Motivation: Examining the Moderating Role of Communication Satisfaction

ABSTRACT

The study investigated the role of communication satisfaction as a moderator strengthening the effect of three components of the expectancy theory (expectancy, instrumentality, valence) on work motivation in a hotel setting. High and low communication satisfaction groups respond differently to expectancy, instrumentality, valence, and work motivation. Employees who are highly satisfied with communication respond more positively toward motivation components, and they are more likely to perform well in their job when they are motivated. However, a series of confirmatory factor analyses of metric invariance indicated that there is no significant difference in the moderating effect between high and low communication satisfaction groups. Communication should be managed collectively to motivate employees. Implications and suggestions for future research are provided to better explain the process of decision-making when hotel employees are motivated.     

Antecedents and outcomes of work–family facilitation and family–work facilitation among frontline hotel employees

This study developed and tested a model grounded in the scarcity and expansion-enhancement perspectives that investigated the antecedents and consequences of two directions of conflict and facilitation between work and family roles. Based on data obtained from 107 frontline hotel employees via self-administered questionnaires in Albania, the abovementioned relationships were tested using LISREL 8.30 through path analysis. The results of this study provided support for the majority of the hypothesized relationships. Specifically, work social support enhanced facilitation between work (family) and family (work) domains. The results revealed that family social support alleviated conflicts in the work–family interface and increased family–work facilitation. As predicted, employees who were confronted with both directions of facilitation displayed higher performance in the workplace. It was observed that work–family facilitation was significantly and positively related to life satisfaction. The results also indicated that family–work conflict reduced life satisfaction. Implications of the results and future research directions are presented in the current study.