Front-line Service Employees’ Job Satisfaction in the Hospitality Industry

2013 ◽  
Vol 55 (4) ◽  
pp. 398-407 ◽  
Author(s):  
Flora F. T. Chiang ◽  
Thomas A. Birtch ◽  
Zhenyao Cai
Keyword(s):  
Job Satisfaction ◽  
Hospitality Industry ◽  
Front Line ◽  
Service Employees

scholarly journals Job Esteem Assessment of Front Office Employees of the Hospitality Industry

2008 ◽  
Vol 3 (1) ◽  
pp. 64-74
Author(s):  
Gupta Bharti
Keyword(s):  
Hospitality Industry ◽  
Employee Performance ◽  
Self Esteem ◽  
Dynamic Phenomenon ◽  
Front Line ◽  
Negative Attitudes ◽  
Service Employees ◽  
Front Office ◽  
Job Attitude ◽  
Office Employees

Job-esteem is defined, as the level of respect and dignity an individual believes is associated with his/her job. A possible phenomenon hindering the success of the hospitality industry as it is the negative perception many service employees have of their jobs (Ghiselli,La Lopa,& Bai,2001). Many front line service employees often feel their work is insulting, demeaning and humiliating as they cater to the needs and sometimes demanding wants of customers. Hospitality industry employees are especially vulnerable to these feelings due to the nature of the services provided. Experts believed that this perception could cause poor service delivery, dislike for the guest, negative job attitude and high tumover rates. If employees do not take pride in their jobs or find dignity in what they do, they are more likely to leave the industry. Perhaps a greater concern occurs when employees with negative attitudes towards their jobs do not leave the industry but stay and provide the service. In this study the job esteem of the front office employees of the A- class hotels of Jammu region has been found through a structured instrument containing components of job esteem which is job specific esteem (i.e. Hospitality esteem, in this study), self esteem, Job satisfaction, job related anomie and work ethic. Job esteem is a dynamic phenomenon, which is interrelated to employee performance and the study makes suggestion, for the improvement of the performance of employees through interventions focused on the improvements related to the components of job esteem.

Workplace environment, employee satisfaction and intent to stay

2019 ◽  
Vol 31 (1) ◽  
pp. 268-284 ◽  
Author(s):  
Deepak Bangwal ◽  
Prakash Tiwari
Keyword(s):  
Job Satisfaction ◽  
Employee Satisfaction ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Intent To Stay ◽  
Equation Modeling ◽  
Workplace Design ◽  
Design Features ◽  
Content Type

PurposeThe hotel industry suffers from retaining its employees, and to retain their employees is a big challenge to the hotel industry. So, the purpose of this study is to examine the causal relationship between workplace design features of hospitality industry with employee job satisfaction and their intent to stay through empirical validation.Design/methodology/approachAs per the objective of the study, three hypotheses were proposed based on a comprehensive literature review on workplace design features of the hospitality industry. The proposed relationships were examined by using structural equation modeling approach with AMOS 18 as prescribed by Hair et al. (1998).FindingsSignificant evidence was found in favor of proposed hypotheses. The result of hypothesis testing showed workplace design features of hospitality industry to positively influence employee’s intent to stay through job satisfaction.Originality/valueWhile the employee satisfaction and commitment has been a significant research topic for more than decades, barely any research has been conducted that focuses specifically on workplace design features of a hospitality industry. This study tries to make a link between workplace design with the employee intent to stay through employee satisfaction. These links are rare from an Indian perspective.

scholarly journals ROLE STRESS AND ITS OUTCOMES: EVIDENCE FROM HOTEL INDUSTRY OF PAKISTAN

2018 ◽  
Vol 2 (2) ◽  
pp. 49-60 ◽  
Author(s):  
Asif Nawaz ◽  
Kamran Yousaf Sandhu
Keyword(s):  
Job Satisfaction ◽  
Turnover Intention ◽  
Behavioral Outcomes ◽  
Sampling Technique ◽  
Role Stress ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Front Line ◽  
Hospitality Sector

Keeping in view the importance of services industries especially the hospitality sector, the study analyzed behavioral outcomes of role stress in front line employees of three, four and five star hotels in Lahore for the first time in the Pakistani context. Stratified random sampling technique was used to collect data from 262 front line employee of six job positions. By using smart PLS 3.0 software that utilizes Partial Least Square Structure Equation Modeling (PLSSEM) technique, the study found role stress negatively affecting job satisfaction and positively affecting both burnout and turnover intention of employees. All relationships were significant at 99% confidence level. The result showed eroding effect of stress on job satisfaction and accumulating tendency towards burnout and turnover intention. The results of this study, not only confirmed to previous results, both in direction and strength of the relationship. Rather, provided new insight to understand the phenomenon in the hospitality sector of Pakistan.

scholarly journals PENGARUH CARING CLIMATE TERHADAP JOB SATISFACTION DAN AFFECTIVE COMMITMENT YANG BERDAMPAK PADA JOB PERFORMANCE KARYAWAN RESTORAN STEAK DI JAKARTA SELATAN

2018 ◽  
Vol 10 (2) ◽  
pp. 187
Author(s):  
Aginta Chairunnisa Sinulingga ◽  
Deasy Aseanty
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Affective Commitment ◽  
Equation Model ◽  
Model Data ◽  
Security Service

<p><em>The </em><em>aim of </em><em>this research </em><em>is to exmaining</em><em> the effects </em><em>of</em><em> caring climate, job satisfaction, </em><em>and affective</em><em> commitment </em><em>on job performance</em><em> in steak restaurant in Tebet, South Jakarta. This study were developed and tested 5 hypotheses, by using Structural Equation Model. Data were collected from 145 employees </em><em>working</em><em> on the food, beverage, hygiene, security, service and cashier in steak restaurant in Tebet, South Jakarta. Finding and contribution in this research </em><em>shown</em><em> that there is positive and significant effect of caring climate on job satisfaction and affective commitment that effect on job performance. </em><em>The limitationin</em><em> in this research was </em><em>that this study</em><em> focused </em><em>only on</em><em> restaurant as a hospitality industry, only at steak restaurant in Tebet, South Jakarta, and </em><em>was limited</em><em> for only four variables.</em></p><p><em> </em></p>

Effect of restaurant manager emotional intelligence and support on front-of-house employees’ job satisfaction

2017 ◽  
Vol 29 (11) ◽  
pp. 2807-2825 ◽  
Author(s):  
Su Jin Han ◽  
Woo Gon Kim ◽  
Sora Kang
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Hierarchical Linear Model ◽  
Management Training ◽  
Service Performance ◽  
Research Approach ◽  
Content Type ◽  
Service Employees ◽  
Manager Support ◽  
Frontline Service

Purpose This study aims to investigate the influence of restaurant manager’s emotional intelligence (EI) and manager support on service employees’ attitudes and performance by applying affective event theory. Design/methodology/approach The multi-level research approach incorporates three different levels of analysis: employees’ job satisfaction and service performance; manager’s EI and support; and) restaurant unit level service under pressure. Data were collected from wait staff employed in full-service restaurants in the southeastern region of the USA. This research uses the hierarchical linear model to process the survey data. Findings The findings indicate that manager EI and support have a significant impact on employees’ job satisfaction, and further leads to high levels of service performance. The moderating effect of service under pressure between leader’s EI and employees’ job satisfaction is not statistically significant. Practical implications Results suggest practical management implications to restaurant managers and frontline service employees. This study’s research findings imply management training and development programs should help managers regulate their own and better understand service employees’ emotions. Findings further highlight the important role manager support has upon employee’s job satisfaction and frontline service performance. Originality/value The present study offers a comprehensive perspective to better understand the variation of employees’ job satisfaction that arises from three different sources: between individuals, between teams and between restaurants. The findings also provide new insight into EI scale development.

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