Locus of Control and Its Influence on Hotel Managers' Job Satisfaction

Abstract

Studies have demonstrated that internal/external locus of control impacts job satisfaction. Additionally, research indicates that locus of control relates to many other work-related perceptions. However, few studies exist that investigate the relationship between locus of control and job satisfaction for hotel managers. This study investigates hotel managers' job satisfaction (n = 68), internal/external locus tendencies, and the relationship between the two constructs. The results indicate that variables other than the locus personality construct may relate to hotel managers' perception of job satisfaction. Additionally, the results stimulate the ongoing person versus situation debate in job satisfaction research.     

饭店非正式员工工作满意度研究

在饭店行业,随着国外著名饭店集团的进驻,民营企业饭店的发展壮大,国有饭店企业改制的推进,饭店之间的竞争日趋白热化.为增强企业的竞争力,获得满意的经营利润,饭店不断通过雇佣大量的非正式员工来确保总成本上的竞争优势.在这样的背景下,本文通过实证研究探寻中国饭店非正式员工工作满意度的影响因子以及各因子的影响程度,在此基础上建立了非正式员工管理的 SPAR 模型,并从工作压力、工作态度和工作单位认可三个角度提出非正式员工管理的具体对策,以期对饭店企业非正式员工的管理提供借鉴和参考.     

酒店实习生工作满意度及其影响因素研究

酒店实习生作为酒店人员组成中的一个特殊部分,其工作满意度的高低对实习酒店和酒店行业来讲都有重要影响.但实习生的员工满意度与一般员工相比,有相同之处,也有不同之处.本文通过因子分析和分步多元回归分析,在控制了性别、学历、实习时间、酒店类型、实习部门、实习职位等变量的情况下,发现显著影响酒店实习生满意度的因素最主要的有三类:工作报酬、领导水平和培训机会.而被多数学者证明的对员工满意度有重要影响的"人际关系"对实习生的工作满意度没有显著影响.进一步分析表明,实习生的工作满意度及三类影响因素与其行业前景预期和留职意向显著相关.     

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.     

An Examination of Job Satisfaction of General Managers Based on Hotel Size and Service Type

ABSTRACT

Because of the flatter organizational structure and decentralized hierarchical configuration of limited-service and extended-stay hotels, managerial job responsibilities may differ between these types of hotels and their full-service counterparts. As job responsibilities vary, so too might approaches to ensuring job satisfaction. This study examined how hotel size and service type affect the job satisfaction of general managers. After hypotheses testing and an analysis of the item correlations, it was concluded that neither hotel size nor service type significantly impacted general manager job satisfaction and gender, age, educational level, and longevity in the hospitality industry or as a hotel manager all had minimal impact on job satisfaction.     

The Effects of Job Demands,Job Resources and Intrinsic Motivation on Emotional Exhaustion and Turnover Intentions: A Study in the Turkish Hotel Industry

ABSTRACT

This study develops and tests a model which investigates the simultaneous effects of job demands, job resources, and a personal resource (intrinsic motivation) on emotional exhaustion and turnover intentions. Frontline hotel employees in Ankara, Turkey serve as the study setting. Among others, results show that job demands (role conflict and role ambiguity) trigger frontline employees' emotional exhaustion and turnover intentions. Job resources (supervisory support, training, empowerment, and rewards) and intrinsic motivation reduce emotional exhaustion. Implications of the findings are discussed and directions for future research are offered.     

The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction

Guest-contact employees are often exposed to stressful situations resulting from jay-customer behaviors. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employee job stress and job satisfaction. Surveys of 210 participants working as guest-contact employees in hospitality organizations were analyzed. The results show that customer incivility leads to decreased employee job satisfaction, which is fully mediated by increased job stress. The findings of this study suggest that hospitality managers should acknowledge the negative impact of jay-customer behaviors on employees and make efforts to minimize this effect through training, procedures, and supporting systems.     

General Manager Perceptions of Guest Satisfaction Measurement Systems in the Hotel Industry

ABSTRACT

This research examined 151 hotel general managers' perceptions of four different guest satisfaction measurement systems in the hotel industry. The results found that general managers had questionable confidence in the output from any of the systems investigated. The general managers felt that all systems present sample size, representative sample and manipulation problems. The general managers had the greatest confidence in third-party mail-out satisfaction systems and preferred these systems in a rank-order response.     

Cross Cultural Training for Expatriate Hotel Managers: An Exploratory Study

ABSTRACT

Expatriate managers are regularly used to start up and manage international hotels in China. This paper looks at the cross cultural training (CCT) given to expatriate hotel managers in China to help adjust to living and working in a foreign environment. The findings show that even though there is a substantial amount spent on expatriate managers' compensation, the amount of CCT that is actually occurring is limited because CCT is undervalued.     

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.     

酒店分散型激励机制:内涵结构与作用机制研究

酒店分散型激励机制是一种不同于传统模式的新型激励机制。该文章基于定性和定量相结合的混合研究方法对分散型激励机制的内涵体系和作用机制进行了理论总结和实证检验。文章对H酒店的激励机制进行了多阶段调研,并对酒店40位各层级人员进行了非结构式访谈,总结出了分散型激励机制的内涵结构及其成效。文章提出,酒店分散型激励机制是以员工综合工作价值为目标导向,酒店运用多种分散型激励手段激发员工工作动机的一种长期激励机制,具有激励主体分散、激励目标分散、激励方式分散和激励因素分散等基本特征。以此为基础,研究建构了分散型激励机制、激励态度、工作满意度以及工作专注等变量间的融合影响框架,并对H酒店全体270名员工进行了问卷调查。研究发现,酒店的分散型激励机制对员工的工作满意度和工作专注具有显著的正向影响,员工工作满意度在分散型激励机制和员工工作专注间具有部分中介作用,激励态度对酒店分散型激励机制的作用机制具有显著的正向调节作用。     

The Measurement of Job Satisfaction

Abstract

This study investigates the effects of various dimensions on job satisfaction, using a sample of Turkish frontline employees in Northern Cyprus hotels as its setting. Results suggest that pay and supervision have significant positive effects on the job satisfaction of frontline employees, whereas the work itself and physical evidence do not have any significant relationship with job satisfaction. The implications of the results for hotel managers and public policy makers 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.     

酒店顾客满意度评价体系研究——基于tripadvisor.cn的杭州高星级酒店评论数据

随着移动互联网的飞速发展和普及,越来越多的在线平台为了更好的满足消费者需求,为消费者提供了对产品进行自由、匿名的评价模式。基于此,各大线上平台已拥有大量的产品评价信息,对此类信息数据的研究和分析能够为企业的运营和管理服务带来新的价值。文章以tripadvisor.cn第三方平台中杭州高星级酒店的点评信息为研究数据基础,采用贝叶斯网络构建各维度和对应因素之间的相互关系,确定顾客满意度影响因素,并建立相应的杭州高星级酒店顾客满意度评价体系。研究表明,基于在线评论文本构建的顾客满意度评价体系较传统的方式更为精准、科学,更有利于酒店对顾客满意度做出准确的评价。     

Hotel Attributes and Consumer Satisfaction: A Cross-Country and Cross-Hotel Study

The main purpose of this study was to identify the influence of the consumer’s country of residence on hotel service attributes’ contribution to consumer satisfaction. The hospitality services of Disneyland Paris in Paris, France, were analyzed in the context of the study. Data came from their seven hotels and comprised 47,885 valid questionnaires. The Tetraclasse model was applied to identify hotel attributes’ contribution to satisfaction and compare them for consumer segments from eight European countries and between hotels. Results showed that the four service attributes’ contributions are influenced by country of residence and vary between hotels.     

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.     

The Importance of Hotel Attributes in Contributing to Travelers' Satisfaction in the Hong Kong Hotel Industry

Abstract

This study surveyed 402 international travelers to explore their satisfaction levels towards service and facility quality in three Hong Kong hotel market segments, High-Tariff A, High-Tariff B and Medium Tariff. Six perception dimensions were extracted from 33 hotel attributes by a factor analysis. All six dimensions had a significant impact on the overall satisfaction of travelers with service quality and facilities in the three Hong Kong hotel market segments. Quality of Staff Performance was the most influential factor followed by Quality of Room Facilities, Value for Money, Variety and Efficient Services, Business Related Services, and Safety and Security respectively. It was found that travelers had the lowest satisfaction level towards the Medium-Tariff hotel segment. By identifying the most influential hotel dimension in influencing travelers' satisfaction levels, hoteliers will be in an advantageous position to formulate tactics to meet the changing needs and expectations of travelers. Implementing human resources training that emphasizes the fact that service quality is part of each employee's job should have a significant impact on guest re-purchase intention. The importance of value segmentation cannot be overlooked by hoteliers. Travelers will continue to expect hotels to provide more value-for-money services and facilities and they are expected to shift their purchasing decision to an economic value basis.     

Perceptions of Job Satisfaction and Job Performance in the Timeshare Industry

ABSTRACT

This study examines timeshare sales representatives' perceptions with respect to demographic and job related factors. Three leading U.S. timeshare companies were solicited to participate in this research. They were asked to distribute surveys to their sales representatives. The data were analyzed through the use of analysis of variance and a post hocmultiple comparison procedure to understand the timeshare sales representative perceptions of job satisfaction and job performance. The results show that there are demographic influences on the perceptions of job satisfaction and job performance.     

The Relationships between National Identity,Hospitality, and Satisfaction among Foreign Hotel Guests

The main objectives of this paper are to examine the effect of hotel hospitality on the satisfaction level of foreign guests in the context of the hotel industry, as well as to explore the moderating effect of national identity (country-specific hospitality) on the relationship between hospitality and guests’ level of satisfaction. In this study, “national identity” refers to the distinctive cultural elements of a specific country that are incorporated into the hotel’s service design. This study, involving 315 foreign guests at Malaysian hotels, used survey administration as the main data collection method. Hierarchical moderated regression analysis was performed and statistical support for the effect of hospitality on the patrons’ satisfaction with their hotel stays, as well as the moderating effect of national identity on satisfaction levels, were found. This study also proposes a new scale to measure “country-specific hospitality”.