That's Not Fair!

ABSTRACT

Organizational commitment has been shown to be significantly negatively related to employee turnover. Given the high incidence of employee turnover in the hospitality industry, practitioners and academics alike should be focused on a more complete understanding of this phenomenon. The present study is an exploration into the identification of the relationships among organizational commitment, job satisfaction, and organizational justice. The study was conducted with employees of a major casino-hotel. Results indicated that organizational justice has an indirect positive impact on organizational commitment by working through job satisfaction. Practical implications and suggestions for future research are discussed.     

The Effect of Educational Level on Job Satisfaction and Organizational Commitment: A Case Study in Hospitality

ABSTRACT

The hospitality industry is characterized by the close personal interaction between employees and customers. Consequently, the study of certain constructs that influence this relationship, such as organizational commitment and job satisfaction, is a key factor in ensuring business success. Furthermore, there are a number of variables that can, in theory, help to explain the levels reached by these constructs, one of the most important being educational level. Using this as our starting point, this article aims to determine the effect of educational level on the job satisfaction and organizational commitment of hotel employees in the province of Cordoba, Spain. As such, the study found that educational level does not influence job satisfaction. However, it does have an inverse effect on organizational commitment where the lower the educational level of employees, the higher their commitment. This result is consistent with the temporal component of both constructs, since job satisfaction is related to more ephemeral influences while organizational commitment is related to job security. In this respect, the study determined that employees with a lower educational level are more affected by the lack of job opportunities and more likely to express higher levels of gratitude for the job they have been able to secure and maintain. Knowledge of this relationship can be useful in designing more successful ??human resource strategies, such as employee recruitment, job profiles, and training schemes.     

Applying Service Profit Chain model to the Korean restaurant industry

The purpose of this study is to empirically determine the relationship between employees’ constructs such as internal service quality, service ability, employee satisfaction, and organizational commitment, and customers’ constructs such as perceived value, customer satisfaction, customer trust, and loyalty. This relationship was studied by applying the Service Profit Chain model to the Korean restaurant industry. Results show that internal service quality has a significant effect on service ability, and teamwork/communication has a significant effect on employee satisfaction. Employees’ organizational commitment has a significant direct effect on the value perceived by customers. Ultimately, there is an indirect influential relationship between employees’ and customers’ constructs. Implications of these results are discussed, and possible limitations of the study are addressed.     

Predictors of Service Effort

ABSTRACT

Improving service quality will continue to be a vital goal for hospitality and tourism organizations in the new millennium. As service worker performance directly impacts customer's evaluation of quality, further investigation of methods of improving performance are necessary. Service effort is a construct that has received little attention in the literature, but may be a significant factor in linking employee attitudes and customer perceptions of service quality. This exploratory study tested three popular managerial constructs to determine the extent to which they predict service effort. Using data from 331 service workers from two cruise line operations organizations, motivation, organizational commitment and job satisfaction were regressed against service effort. Results indicate that organizational commitment was the greatest predictor of service effort, followed by motivation. One dimension of job satisfaction (satisfaction with company), failed to yield a significant relationship with service effort, while satisfaction with supervisor yielded a slightly negative coefficient. Implications for hospitality and tourism managers and organizations are discussed.     

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.     

The influence of service orientation discrepancy between managers and employees on employees’ affective outcomes

This study attempted to relate service orientation discrepancy (SOD) between employees and managers to employees’ affective reactions [role conflict (RC), role ambiguity (RA), job satisfaction (JS), and organizational commitment (OC)] in the restaurant industry. The findings of the study indicate that there is a SOD between managers and employees; employees saw themselves as more enthusiastic and less bureaucratic than managers. When this SOD was correlated with employee outcomes such as RC, RA, JS, and OC, the results indicated that SOD had a direct effect on RC, JS and OC. SOD also had indirect effects on JS, and OC through RC and RA. RC had a direct effect on JS and an indirect effect on OC. RA had a direct effect on JS. Finally, JS had a direct effect on OC.     

The COVID-19 pandemic: The mitigating role of government and hotel support of hotel employees in Egypt

We investigated the effect of government support of hotels on hotels' employee support (namely, health support, staff retention, and staff training) and consequently on employee job satisfaction and organizational commitment, through the moderating role of perceived overall organizational justice and ethical climate, during the COVID-19 pandemic. Using a quantitative approach and a framework that drew on the stakeholder and organizational support theories, we collected data from 669 employees in Egyptian hotels through a web-based survey. The results support the proposed framework and show a positive effect of government support through the strengthened perception of perceived overall organizational justice. Surprisingly, findings indicated that the association between job satisfaction and organizational commitment is significantly and negatively influenced by hotel ethical climate. Furthermore, job satisfaction partially mediates the association between hotels’ support of employees and organizational commitment. The study holds important implications for both theory and practice.     

The Role of CSR and Responsible Gambling in Casino Employees' Organizational Commitment,Job Satisfaction,and Customer Orientation

This study aims to examine not only the impact of corporate social responsibility (CSR) on casino employees' organizational commitment (OC), job satisfaction (JS), and customer orientation (CO), but also the effect of responsible gambling (RG) on CO. In particular, this study examines how employees' expectation of implementing RG strategies influences their attitude toward customers. For this purpose, this study conducted a survey of employees (n?=?307) who were working for a casino in Seoul, Korea. The results of this study indicate that economic, legal, and philanthropic CSR had an effect on OC, which, in turn, influenced JS. Additionally, JS and the expectation of RG strategies were found to influence CO. These findings will contribute to understanding the impacts of CSR and RG on casino employees' behavior toward customers and providing practical implications to the casino industry.     

Burnout and Service Employees' Willingness to Deliver Quality Service

ABSTRACT

Employees are vital for enhancing customer satisfaction and loyalty in service organizations because their proactive involvement is an essential part of delivering the services offered. With the recent rapid growth of tourism in the Macau SAR, service employee workloads are clearly increasing, and consequently one would expect that the incidence of job burnout is rising. This study uses the well-known Maslach Burnout Inventory (MBI) to investigate the relationship between service employees' burnout and their willingness to deliver quality services. Self-administered questionnaires from 110 operational staff in three hotels in Macau have been analyzed. The results indicate that job burnout reduces staff's willingness to deliver quality services and that this effect is moderated by individual staff's level of affective organizational commitment, and their perceptions of the extent of organizational and supervisor support provided by the organization. Based on these results, practical managerial strategies to improve service performance are identified.     

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.     

Examining job stress and burnout of hotel room attendants: Internal marketing and organizational commitment as moderators

ABSTRACT

Housekeeping is a support department that helps provide and support quality service and products for hotel customers. Room attendants, however, face as much job stress as other staff. Therefore, this study examines the causal relationships among job stress, job burnout, and turnover intentions, while also verifying internal marketing and organizational commitment as moderators for the effect of job stress on burnout. Study results indicate that room attendants who suffer job stress do have higher job burnout, which, in turn, affects their turnover intentions. Further, internal marketing and organizational commitment significantly moderates job stress and job burnout.     

The Impact of Internal Branding on Employee Engagement and Outcome Variables in the Hotel Industry

The concept of internal branding is well accepted in the service industry. This study examines how internal branding helps service organizations achieve desirable outcomes such as job satisfaction and employee loyalty. The model is developed based on social exchange theory and considers the relationship among internal branding, employee engagement, job satisfaction, and employee loyalty. The model is tested on service employees of hotels in South Korea using a survey method. The study finds internal branding is critical for employees to be engaged with the job and the organization and employee engagement fully mediates the relationship between internal branding and job satisfaction. Several implications are discussed.     

The Impact of Self-Efficacy on Job Outcomes of Hotel Employees

Abstract

This study aims to examine the effect of self-efficacy on job performance, job satisfaction, and affective organizational commitment using data collected from employees in three-, four-, and five-star hotels in Northern Cyprus as its setting. The research hypotheses were tested using LISREL 8.30 through path analysis. The model test results demonstrated that self-efficacy is a significant determinant of job performance. This study, however, failed to find a significant positive association between self-efficacy and job satisfaction. Although not hypothesized, the results of the present study revealed that job performance mediates the impact of self-efficacy on job satisfaction. In addition, the results of the path analysis showed that self-efficacy is among the significant predictors of affective organizational commitment. The model test results provided empirical support for the rest of the hypothesized relationships. Specifically, the path-analytic findings indicated that job satisfaction exerts a significant positive influence on affective organizational commitment. The model test results also demonstrated that job satisfaction and affective organizational commitment are negatively associated with intention to leave. Discussion of the results, implications for hotel managers, and future research directions are presented in the study.     

Reward climate and its impact on service quality orientation and employee attitudes

This study examined the mediating role of service quality orientation (SQO) on reward climate and employee attitudes. Using a sample drawn from the hotel industry in Hong Kong, we found that reward climate was significantly associated with job satisfaction and organizational commitment. Employees that perceived a strong service reward climate tended to exhibit a more pronounced SQO and in turn higher levels of job satisfaction and organizational commitment. These findings underscore the importance of reward climate to the process of service provision. Implications for the establishment of a service reward climate are discussed as are suggestions for future research in this promising new area.     

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.     

Disentangling organizational commitment in hospitality industry: The roles of empowerment,enrichment, satisfaction and gender

This Paper identifies how the motivational strategies of empowerment and enrichment affect on the organizational commitment of hotel staff, and how the job satisfaction mediates in these relationships. We applied a Structural Equations Modeling to a sample of 257 front line hotel employees from Madrid, of which 144 were men and 113 were women. Our results provide evidence about several contributions: first, employees empowerment significantly grows job enrichment and organizational commitment; second, job enrichment increase workers’ satisfaction and commitment; third, job satisfaction enhances organizational commitment; fourth, job enrichment plays a mediating role between empowerment and both satisfaction and organizational commitment; fifth, satisfaction mediates between enrichment and commitment; finally, gender moderates the relationship between enrichment and commitment.     

The Relationships Between Food Service Wait Staff Skills,Satisfaction, Commitment and Their Levels of Customer Orientation

Abstract

Restaurants are in an industry that seems to be one of the most competitivein the nation. The challenges of operating in this particular industry are exacerbated bythe relative similarities that exist between many food service providers. One means that may be used to achieve a degree of differentiation may be through the restaurant's customer contact personnel, i.e., its wait staff. The restaurant's wait staff is an important factor in determining customer satisfaction and customer satisfaction in turn is an important determinant of the restaurant's profitability and longevity. The purpose of this research is to assess the relationships that exist between the wait staff's levels of customer orientation and their sales skills, job satisfaction and organizational commitment. The results indicate that the positive relationships exist between the wait staff's customer orientation and their skills, job satisfaction and organizational commitment.     

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.     

Impact of human resources practices on employee creativity in the hotel industry: The impact of job autonomy

ABSTRACT

This study aims to offer a holistic model for human resource practices, affective commitment, job autonomy, and employee creativity. It examines the factors that create conditions for bringing forth creativity in employees. Data were collected from 440 employees drawn from 35 hotels using a structured self-administered questionnaire. Confirmatory factor analysis and hierarchical regression analysis were used to analyze the data. The findings of the study reveal that affective commitment was acted as a mediator between human resource practices and employee creativity while job autonomy was acting as a moderator between affective commitment and employee creativity. This article contributes to a better understanding of the effect of human resource practices on the commitment level of employees working in the hotel industry and provides evidence that commitment acts as a mediator between the factors of human resources practices and employee creativity.     

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.