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.     

Hospitality diversity management and job satisfaction: The mediating role of organizational commitment across individual differences

The present study examines the effects of diversity management on hospitality employees’ organizational commitment and their job satisfaction taking into account individual differences. A representative sample of hotel workers were surveyed in the Canary Island, one of the main tourist destinations in the world, which receives over fifteen million tourists a year. Using moderated mediation analyses, the study confirms our hypothesis that employees’ perceptions of diversity management have a positive and significant direct effect on job satisfaction. In addition, an indirect effect through employees’ organizational commitment was found. Results support the moderating role of age, but not of ethnic origin or gender on the proposed mediation. From a managerial perspective, hoteliers should be encouraged to consider diversity management when they plan their human resource policies due to its positive effects on employees’ job satisfaction and organizational commitment.     

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.     

Antecedents and consequences of job satisfaction in the hotel industry

The purpose of this study is to investigate the antecedents (i.e., role ambiguity and conflict, burnout, socialization, and work autonomy) and consequences (i.e., affective and continuance commitment, absenteeism, and employee turnover intention) of employee job satisfaction. Data obtained from a sample of 671 respondents drawn from 11 international tourist hotels in Taiwan were analyzed with the LISREL program. According to the results, role conflict, burnout, socialization, and work autonomy, but not role ambiguity, significantly predicted job satisfaction. In addition, job satisfaction significantly contributed to psychological outcomes in terms of organizational effectiveness (i.e., greater affective and continuance commitment and lower employee turnover intentions).     

An investigation of the role of justice in turnover intentions,job satisfaction,and organizational citizenship behavior in hospitality industry

The relationship of organizational justice perceptions of hotel employees in North Cyprus with various work-related variables was investigated. A total of 208 employees and their managers filled out questionnaires. It was found that distributive justice tended to be a stronger predictor of all of the study variables compared to procedural justice. Findings suggest that the fairness of personal outcomes that employees receive may have more impact on turnover intentions, job satisfaction and organizational citizenship behavior (OCB) than the perceived fairness of a firm's procedures. It was also found that even though improved job satisfaction seems to be related to OCB, organizational justice seems to be the key factor that has a strong effect on both OCB and job satisfaction.     

The effects of ethical leadership on manager job satisfaction,commitment, behavioral outcomes,and firm performance

This study investigates the effects of ethical leadership on a hotel middle manager's job satisfaction and affective commitment, which in turn influence that manager's behavioral outcomes (e.g., extra effort and turnover intention) that can also impact the hotel's performance. Mail surveys were distributed to 30 U.S. hotels, representing more than 8 different national and international brands, and 324 middle managers participated in the survey. This study demonstrates that executives’ ethical leadership is positively related to their middle managers’ job satisfaction and their affective organizational commitment. Middle managers’ job satisfaction is positively related to organizational commitment, but job satisfaction does not necessarily lead to their willingness to exert extra effort. The positive linkage between middle managers’ extra effort and the hotel's competitive performance is also confirmed.     

Impact of organizational socialization tactics on newcomer job satisfaction and engagement: Core self-evaluations as moderators

This study proposes and tests a new model in which newcomer core self-evaluations (CSE) moderate the effects of organizational socialization tactics (OST) on job satisfaction and work engagement. Data were collected in nine luxury hotels in China and a total of 161 parent respondents with 5000 bootstraps were analyzed using structural equation modeling technique. The results from this study indicate that newcomer job satisfaction and work engagement each is predicted by institutionalized OST directly and positively. They also indicate that CSE moderates the relationship between OST and job satisfaction, but not the one between OST and work engagement. In particular, hotel newcomers high on CSE are much more adept, than their low CSE counterparts, at translating their organizational advantages of institutionalized OST into job satisfaction. These findings as well as their theoretical and practical implications are discussed within the contexts of organizational socialization research and hotel human resource development practices.     

Moderating effects of gender and organizational level between role stress and job satisfaction among hotel employees

This study investigates the moderating roles of gender and organization level in the relationship between role stress and job satisfaction for hotel employees. A survey instrument that included measures of job satisfaction, role stress (conflict and ambiguity) and demographic information was used to collect information from hotel employees in Republic of Korea. Data from 320 respondents, representing a 64% of response rate, were analyzed. Findings show that the effect of role stress on job satisfaction is significantly stronger for female employees and supervisory employees than male employees and non-supervisory employees. Research implications and suggestions for future research are provided.     

Emotional intelligence,emotional labor,perceived organizational support,and job satisfaction: A moderated mediation model

This study examined the effects of emotional intelligence and emotional labor on job satisfaction in a moderated mediation model, which posits surface and deep acting strategies as mediators between emotional intelligence and job satisfaction and perceived organizational support as a moderator to the mediation effects. Based on a sample of 279 Chinese hotel employees, results showed that: 1) while deep acting partially mediated the effect of emotional intelligence on job satisfaction, surface acting did not mediate; 2) Perceived organizational support effectively moderated the mediation of deep acting between emotional intelligence and job satisfaction; but the moderated mediation was not found with surface acting as a mediator. This study contributes to a better understanding of the roles of emotional intelligence and emotional labor strategies in affecting hotel employees’ job satisfaction and how organizational support can function as an organization resource in changing the psychological mechanisms underlying emotional labor and job satisfaction.     

Job Satisfaction,Organizational Commitment,and Internal Service Quality

Abstract

The purpose of this study, was to create a case study in employee attitudes on job satisfaction, in a major Las Vegas, Nevada hotel/casino. To accomplish this, the authors specifically investigated the discrete level of their job satisfaction, internal service quality, and organizational commitment. They also explored the overall impact of job satisfaction and internal service quality on employee organizational commitment. Currently there is no reported research on the simultaneous examination of these three variables. The results of this study have practical applications given the size and the nature of the casino business, in which a large number of employees may be assembled in a single location, and where employees may move easily from one property to another.     

The moderating effect of collectivistic orientation in psychological empowerment and job satisfaction relationship

This study examines the moderating effect of collectivistic value on the relationship between psychological empowerment and job satisfaction. Specifically, we propose that the multi-dimensional psychological effects of empowerment (i.e., meaning, competence, self-determination, and impact) on job satisfaction differ between high and low collectivistic employees. Data collected from hotel employees in Canada (n = 193) and China (n = 371) revealed that collectivistic orientation elevated (attenuated) the effect of self-determination (impact) on job satisfaction. However, no significant results were found with respect to meaning and competence. Research and practical implications for the findings as well as directions for future research are suggested.     

Role of service encounter and physical environment performances,novelty, satisfaction,and affective commitment in generating cruise passenger loyalty

This research developed a theoretical model explaining the relationship between service encounter performance, physical environment performance, novelty, overall satisfaction, and loyalty in the cruise context. The results of structural equation modeling (SEM) analysis showed that service encounter performance and physical environment performance were significant predictors of novelty, which in turn affected overall satisfaction and loyalty. The mediation test indicated that novelty significantly mediated the effect of service encounter performance and physical environment performance on satisfaction; and overall satisfaction significantly mediated the relationship between novelty and loyalty. The relationship between physical environment performance and novelty and the relationship between novelty and overall satisfaction were significant in the high affective commitment group. In addition, the relationship between novelty and loyalty was only significant in the low affective commitment group.     

The relationships among professional competence,job satisfaction and career development confidence for chefs in Taiwan

This study explores the relationship among professional competence, job satisfaction and the career development confidence for chefs, and examines the mediators of job satisfaction for professional competence and career development confidence in Taiwan. The analytical results demonstrate that work attitude was the most influential construct for professional competence, and culinary creativity had the lowest reported ratings. Job selection satisfaction showed higher ranking than current job satisfaction. The structural equation modeling results showed that professional competence significantly affects job satisfaction, and that job satisfaction predicts actual career development confidence. Additionally, job satisfaction mediated the influences of professional competence and career development confidence. The implications of these findings are discussed.     

Understanding the influence of polychronicity on job satisfaction and turnover intention: A study of non-supervisory hotel employees

The hospitality industry is characterized as a work environment where time use is important and where switching behavior among multiple tasks is frequently required within a given time period. These work environments promote polychronic behavior, which requires employees to deal with two or more activities in the same time block (Bluedorn et al., 1999). The purpose of this paper is to present the results of a study examining the interrelationship among polychronicity, job satisfaction, and turnover intention within a hotel context. The sample (n = 609) was collected from non-supervisory employees of two hotels located in the southwestern United States. Structural equation modeling (SEM) was utilized to empirically test the proposed hypotheses. Our results provided evidence that polychronicity significantly contributed to job satisfaction and turnover intention. Implications of these results and directions for future research are discussed.     

Comparing working conditions and job satisfaction in hospitality workers across Europe

Job satisfaction is important in the tourism sector since workers’ satisfaction is key to providing high-quality service, which is very important in determining organizational success. The working conditions that influence job satisfaction depend to a large extent on the institutional context, which shows similarities in some European countries. This research aims to compare working conditions and job satisfaction among European country blocks that have similar institutional characteristics. Unlike previous studies, this research adopts a comprehensive approach by considering institutional and organizational factors in the analysis of employees’ perceptions of job satisfaction. The sample is made up of 1633 workers in 16 European countries. The results demonstrate the existence of three different models of working conditions in Europe leading to differing levels of job satisfaction in tourism. These models do not correspond to the clusters identified by the previous literature, which adopts an institutional perspective.     

The effects of mentoring on role stress,job attitude,and turnover intention in the hotel industry

In response to a dearth of mentoring studies in the hospitality literature, this study develops and tests a research model to investigate the influence of mentoring functions on role stress, job attitude, and turnover intention in the hotel industry. The data were collected from employees who had experienced mentoring programs at super-deluxe hotels in South Korea. This study conceptualized mentoring activity as having three main functions, including career development, psychosocial support, and role modeling. Structural equation model (SEM) analyses were used to explore the statistical significance of the paths between these functions and the main outcome variables. The psychosocial support function showed a significant relationship with all variables in the model (i.e., a positive effect on job satisfaction and organizational commitment, but a negative effect on role conflict, role ambiguity, and turnover intention). The relationships were not significant between the career development function and role ambiguity, between role modeling and role ambiguity, or between role ambiguity and turnover intention. The results will enable a better understanding of the effects of hotel mentoring programs and indicate directions for improving their outcomes. The findings can help hotel managers in developing more effective mentoring programs.     

Pay and benefit satisfaction,perceived organizational support,and turnover intentions: The moderating role of job variety

Wages and benefits in the hospitality industry are notoriously low, and tight margins often mean that organizations do not have the resources to increase pay. Existing research has demonstrated that low pay is a large factor in the high rate of turnover in the hospitality industry. Therefore, the present study aimed to understand whether enriching job characteristics such as job variety may attenuate the relationship between pay and benefit satisfaction. Specifically, we hypothesized and found that when pay and benefit satisfaction was low, job variety could reduce employee turnover intentions by improving the employee-organization relationship through the development of perceived organizational support. Our findings demonstrate the value in using creative means to develop the employee-organization relationship when organizations cannot increase pay.     

Building customer satisfaction with tour leaders: the roles of customer trust,justice perception,and cooperation in group package tours

This research developed a theoretical model to explain the relationship between customer trust, justice perception, cooperation, and satisfaction in the tourism context. Survey data were collected from 309 customers of outbound group package tours in Taiwan. Empirical results indicated that both customer trust and justice perception have direct and positive influences on customer satisfaction. Compared with justice perception, customer trust has a more crucial role in the tour leader–customer satisfaction relationship. Furthermore, customer cooperation partially mediates the effects of customer trust and justice perception on customer satisfaction. Therefore, cooperation is the mechanism that explains how customer trust and justice perception are associated with satisfaction. These results demonstrate the importance of customer cooperation and imply that travel managers should strengthen customer trust and justice perception to enhance customers’ cooperative behaviors and strengthen their satisfaction.     

New employee orientation,role-related stressors and conflict at work: Consequences for work attitudes and performance of hospitality employees

Combining role theory with theories on hindrance stressors and intragroup conflict, we develop a model of the attitudinal and behavioral consequences of new employee orientation in hospitality organizations. We test hypotheses about main and mediated effects in this model, using data from a sample of 156 recently hired hospitality interns and applying a longitudinal approach, with data collection shortly after organizational entry and several months later. Results suggest that employee orientation is negatively related to two hindrance stressors: role ambiguity and role conflict. Role ambiguity predicts a range of attitudinal outcomes and the relationship is partially mediated by relationship conflict. In addition, role ambiguity is negatively related to task performance. Role conflict predicts hospitality employees’ job attitudes and this relationship is fully mediated by relationship conflict. We discuss important theoretical and practical implications of these findings for human resource management in hospitality firms.     

Intern newcomers’ global self-esteem,overall job satisfaction,and choice intention: Person-organization fit as a mediator

This study examines an integrative mediation model, in which person-organization fit (PO fit) mediates the effects of global self-esteem (GSE) on choice intention (CI) and overall job satisfaction (OJS), respectively. Intern newcomers who just finalized their placement in hospitality and tourism organizations responded to self-completed questionnaires. They were 336 senior undergraduates from two institutes of higher learning in China's Hainan Island. Structural equation modeling results indicated that PO fit mediates the relationship between GSE and CI fully, and between GSE and OJS partially. The study's findings as well as its implications are discussed within the context of newcomers’ organizational socialization, in general, and human resource development practices in the hospitality and tourism organizations, in particular.