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.

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 Demographic Characteristics and Psychological Empowerment on Service Orientation: A Study in Yogyakarta, Indonesia

2020 ◽  
Vol 11 (2) ◽  
pp. 63-73
Author(s):  
Adita Bagus Saputro ◽  
Ignatius Soni Kurniawan
Keyword(s):  
Significant Influence ◽  
High Performance ◽  
Hospitality Industry ◽  
Psychological Empowerment ◽  
Self Esteem ◽  
Demographic Characteristics ◽  
Coefficient Of Determination ◽  
Service Orientation ◽  
Self Recognition ◽  
Front Office

AbstractThe service quality in hotels can be seen first from the front-office that interacts directly with customers, here service orientation has an important role. Employees who have high service orientation will have high performance and can be a competitive advantage for the company. Psychological empowerment also an important factor in service orientation, it can be seen from the feelings shown by employees and can increase self-recognition and self-esteem. This research aims to determine the influence of demographic characteristics and psychological empowerment towards service orientation in the hospitality industry. This research was conducted at several three-star hotels in Yogyakarta. This research used multiple regression analysis, partial t test, coefficient of determination and beta standardized coefficient to analyse the data. Furthermore, the results of this research are gender, age, education level and competency certification have a positive and significant influence on service orientation. Meanwhile, tenure has a negative and insignificant influence and marital status has a positive and insignificant influence on service orientation. The last, psychological empowerment has a positive and significant influence on service orientation.

scholarly journals The Effect of Customers’ Incivility and Work stress on Job Satisfaction through Burnout

2021 ◽  
Vol 23 (3) ◽  
Author(s):  
Ribut Prasetyo ◽  
Dian Alfia Purwandari ◽  
Tantri Yanuar Rahmat Syah
Keyword(s):  
Job Satisfaction ◽  
Work Stress ◽  
Public Service ◽  
Structural Equation ◽  
Employee Performance ◽  
Equation Modeling ◽  
Service Employees ◽  
Analysis Technique ◽  
One Stop ◽  
Front Office

The need for public services is currently increasing both in quantity and quality. In public service, employees need high job satisfaction because if they are satisfied with their work, they will be happy to do their duties and obligations to provide good service. Employee job satisfaction is influenced by several factors both from within and from the environment. This study aimed to examine the effect of customers Incivility and work stress on job satisfaction through burnout. This research was conducted on 191 respondents in the office of the Unit of Investment and One-Stop Services in the Kelurahan in DKI Jakarta Province. The survey was conducted by distributing questionnaires to 191 front office officers working in public service offices. The data were analyzed using the SEM (Structural Equation Modeling) analysis technique using Lisrel. The results of the study found that customers Incivility and work stress have a positive and significant effect on burnout. Furthermore, burnout has a negative and significant effect on job satisfaction. This study implies the importance of local government to pay attention to employee burnout aspects in increasing job satisfaction and front office employee performance.

scholarly journals A CONSTRUCTIVIST MODEL OF BANK BRANCH FRONT-OFFICE EMPLOYEE EVALUATION: AN FCM-SD-BASED APPROACH

2020 ◽  
Vol 26 (1) ◽  
pp. 213-239 ◽  
Author(s):  
Ana C. C. Paes Paes de Faria ◽  
Fernando A.F. Ferreira ◽  
Paulo J.V.L. Dias ◽  
Amali Çipi
Keyword(s):  
Process Management ◽  
Banking Sector ◽  
Cognitive Mapping ◽  
Employee Performance ◽  
Bank Branch ◽  
Staff Members ◽  
New Employee ◽  
Constructivist Model ◽  
Front Office ◽  
Office Employees

The banking sector is one of the primary drivers of economic development. This sector has been affected by various crises throughout its history – most recently, the 2008 financial and economic crisis. In response, banking institutions have had to make diverse changes to their procedures and deal with new concerns related to changes within markets. One of the main recent developments in this sector is the new commercial function assigned to bank branch front-office employees, who have become responsible for selling financial products and services, as well as recruiting and retaining clients. As a result, the sector needs new employee performance evaluation methods in line with banks and staff members’ requirements. This study combined fuzzy cognitive mapping techniques and the system dynamics (SD) approach to develop a well-informed performance analysis system for assessing bank branch front-office employees. The proposed system was validated by the Business Process Management Competence Center director at Millennium BCP – a Portuguese private banking corporation. The main difference between the model constructed in the present research and current evaluation practices is that the criteria were collected directly from multiple specialists working at different commercial banks, who deal daily with this decision problem. The model’s theoretical and practical implications are also discussed.

PENGARUH DISIPLIN KERJA DAN KEMAMPUAN KERJA TERHADAP KINERJA PNS DINSOS PAPUA BARAT

2020 ◽  
Vol 3 (1) ◽  
pp. 562
Author(s):  
Sylvia Margareth Sabarofek ◽  
Paulus Habel Sawor ◽  
Makarius Bajari
Keyword(s):  
Social Service ◽  
Work Ability ◽  
Employee Performance ◽  
Research Result ◽  
Sampling Technique ◽  
The West ◽  
West Papua ◽  
Papua Barat ◽  
Work Coordination ◽  
Office Employees

The purpose of this study was to study the effect of work discipline variable and simultaneous work ability and competence at the West Papua Province Social Service Office. This research is a quantitative study. The sampling method uses Non Probability Sampling and the sampling technique uses Saturated Sampling. The result of this study indicate that the variable work discipline is not significant on employee performance, and subsequent research result indicate that work ability variables partially have a siginificant effect on employee performance. Also showed a variable work discipline and work ability significantly to the performance of employess in the West Papua Province Social Service Office. Improving the performance of West papua Provincial Social Service Office employees must provide work coordination and work capabilities together to improve employee performance.

Some Good News

2018 ◽  
Author(s):  
C. Daniel Batson
Keyword(s):  
Meaning In Life ◽  
Close Relationships ◽  
Self Esteem ◽  
Preliminary Evidence ◽  
Empathic Concern ◽  
Good News ◽  
Negative Attitudes ◽  
Political Conflicts ◽  
Conflict Situations ◽  
Business Negotiations

Empathy-induced altruism provides benefits for (a) the person in need, (b) other similar people, and (c) the person feeling empathic concern. Specifically, there is evidence that it can produce the following: more and better help for those in need; less aggression toward them; less derogation and blaming of victims of injustice; increased cooperation in conflict situations (business negotiations, political conflicts, and tensions between students in school); less negative attitudes toward stigmatized groups; increased willingness to help these groups; more sensitive and responsive care in close relationships; increased happiness and self-esteem; less stress; more meaning in life; and greater longevity. The list of benefits of empathy-induced altruism for which there is at least preliminary evidence is impressive. Although not a panacea, it can be a powerful force for good.

scholarly journals Impact of National Measures Connected to Covid-19 Pandemic on the Hotel Front-Office Communication Themes

2021 ◽  
pp. 1-10
Author(s):  
Stepan Chalupa ◽  
Karel Chadt ◽  
Jirina Jenckova
Keyword(s):  
Hospitality Industry ◽  
Economic Sectors ◽  
Business Operations ◽  
Front Office

The Covid-19 pandemic caused several changes in business operations, and influenced several processes in the hospitality industry and other economic sectors. Previous research was mainly focused on analyzing previous pandemics and creating recovery plans and strategies.

scholarly journals Hubungan antara pemberian kompensasi, gaya kepemimpinan, dan sarana-prasarana dengan motivasi kerja karyawan cleaning service di RSUP Prof. Dr. R. D. Kandou Manado

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Lely I. Porotu’o ◽  
John P. Porotu’o ◽  
Lucia C. Mandey
Keyword(s):  
Leadership Style ◽  
Medical Staff ◽  
Health Care Organizations ◽  
Work Motivation ◽  
Cross Sectional ◽  
Service Employees ◽  
Operational Systems ◽  
Front Office ◽  
Cross Sectional Design ◽  
Rehabilitative Services

Abstract: As one of health care organizations, a hospital comprehensively covers promotive, preventive, curative and rehabilitative services for the society, therefore, it often faces problems related to the quality of hospital services which is considered inadequate or unsatisfactory. The hospital has medical staff and non-medical staff such as employees at the finance section, cleaning service, front office, and marketing. These non-medical employees have very important responsibilities and they also manage the operational systems of the hospital. This sudy was aimed to assess the relationship between compensation, leadership style, and infrastructure with work motivation of the cleaning service employees at Prof. Dr. R. D. Kandou Hospital, Manado. This was a quantitative study with a cross sectional design conducted from December to February 2017. Respondents were all cleaning service employees as many as 125 people. Analysis of the data consisted of univariate, bivariate, and multivariate analyses using SPSS. The results showed that the significant values of the variables were as follows: compensation provision (P = 0.000), leadership style (P = 0.000), and infrastructure (P = 0.102) in relation with the work motivation of the cleaning service employees. Conclusion: There were significant relationships between the compensation and leadership style with work motivation of cleaning service employees, meanwhile infrastructure had no relationship with that work motivation.Keywords: compensation, leadership style, infrastructure, work motivationAbstrak: Rumah sakit sebagai salah satu organisasi pelayanan kesehatan yang komperhensif mencakup layanan promotif, preventif, kuratif, dan rehabilitatif bagi seluruh lapisan masyarakat, sering menghadapi permasalahan mutu pelayanan yang dianggap kurang memadai atau memuaskan. Rumah sakit memiliki tenaga medis dan non-medis yaitu antara lain karyawan yang bekerja di bagian keuangan, cleaning service, front office dan pemasaran. Tenaga non-medis juga memiliki tanggung jawab yang sangat penting dalam mengelola sistem operasional rumah sakit. Penelitian ini bertujuan untuk mengetahui hubungan antara pemberian kompensasi, gaya kepemimpinan, dan sarana-prasarana dengan motivasi kerja karyawan cleaning service di RSUP Prof. Dr. R. D. Kandou. Jenis penelitian ini ialah kuantitatif dengan desain potong lintang yang dilaksanakan pada bulan Desember-Februari 2017. Respoden ialah seluruh karyawan cleaning service sebanyak 125 orang. Analisis data terdiri dari univariat, bivariat, dan multivariat dengan menggunakan SPSS. Hasil penelitian menunjukkan bahwa nilai signifikansi pemberian kompensasi (0,000), gaya kepemimpinan (0,000), dan sarana-prasarana (0,102) terhadap motivasi kerja karyawan cleaning service. Simpulan: Terdapat hubungan antara pemberian kompensasi dan gaya kepemimpinan dengan motivasi kerja karyawan cleaning service di RSUP Prof. Dr. R. D. Kandou Manado, sedangkan sarana-prasarana tidak berhubungan dengan motivasi kerja tersebut. Kata kunci: kompensasi, gaya kepemimpinan, sarana-prasarana, motivasi kerja

scholarly journals The Effects of the Perception of Black Consumer Behavior on Emotion Labor and Self-Esteem in Hair Service Employees

2021 ◽  
Vol 27 (4) ◽  
pp. 880-889
Author(s):  
Seo-Yun Lee ◽  
Yong-Mi Jin
Keyword(s):  
Consumer Behavior ◽  
Emotional Labor ◽  
Service Industry ◽  
Frequency Factor ◽  
Self Esteem ◽  
Survey Analysis ◽  
Service Workers ◽  
Service Employees ◽  
Emotion Labor ◽  
Black Consumer

The purpose of this study is study the effects of perceived black consumer behavior on emotional labor and self-esteem by hair service workers. 298 hair service workers in Seoul and Gyeonggi Province collect data through a survey. Analysis method uses SPSS 26.0 Program to analyze frequency factor analysis, reliability analysis, Multiple regression analysis was performed. First, Second, black consumer behavior has been shown to have statistically significant static on emotional labor. Second, black consumer behavior has been shown to have statistically significant static effects on self-esteem. Third, emotional labor has a statistically significant adverse effect on self-esteem. This study will help identify the negative phenomena of black service industry and further shape effective measures to cope with black consumer’s efficient response and ultimately provide basic data to beauty service professionals to live a healthy and higher quality live.

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