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Job Satisfaction In Hotel Employees: A Systematic Review Of The Literature

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Abstract

Hotel employees’ job satisfaction is very important to their performance. In a systematic review of the previous literature on hotel employees, it was found that the most studied variable was job satisfaction; there were no other systematic reviews on the topic. In this review, performed in the Web of Knowledge, Web of Science (Social Sciences Index Expanded, Social Sciences Citation Index, Medline), and Science Direct between 2000 and 2014, 51 studies were found. These studies indicated that satisfaction is crucial to the financial performance and prosperity of hotels and acts a mediator in customer satisfaction. Contributing to greater satisfaction are factors such as greater autonomy and independence, greater power of decision making, flexible schedules, better working conditions, and training. The factors that promote dissatisfaction are wages and reduced benefits. The studies also indicated that a higher level of job satisfaction can have a direct impact on increasing the financial performance of the hotel. The implications of this study for hoteliers and directors relates to the creation of adequate working conditions to increase job satisfaction and provide hotel employees with a greater sense of subjective well-being.

Suggested Citation

  • da Borralha, Sérgio & Neves de Jesus, Saul & Pinto, Patrícia & Viseu, João, 2016. "Job Satisfaction In Hotel Employees: A Systematic Review Of The Literature," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 4(1), pages 4-20.
    • Handle: RePEc:ris:jspord:0063
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    1. Chen, Ching-Fu, 2006. "Job satisfaction, organizational commitment, and flight attendants’ turnover intentions: A note," Journal of Air Transport Management, Elsevier, vol. 12(5), pages 274-276.
    2. Bernhardt, Kenneth L. & Donthu, Naveen & Kennett, Pamela A., 2000. "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, Elsevier, vol. 47(2), pages 161-171, February.
    3. Jen-Te Yang, 2008. "Effect of newcomer socialisation on organisational commitment, job satisfaction, and turnover intention in the hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 429-443, May.
    4. Lin, Jo-Hui & Wong, Jehn-Yih & Ho, Ching-hua, 2013. "Promoting frontline employees' quality of life: Leisure benefit systems and work-to-leisure conflicts," Tourism Management, Elsevier, vol. 36(C), pages 178-187.
    5. Poggi, Ambra, 2010. "Job satisfaction, working conditions and aspirations," Journal of Economic Psychology, Elsevier, vol. 31(6), pages 936-949, December.
    6. Ching-Sung Lee & Yen-Cheng Chen & Pei-Ling Tsui & Tung-Han Yu, 2014. "Examining the relations between open innovation climate and job satisfaction with a PLS path model," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(3), pages 1705-1722, May.
    7. Brown, Steven P. & Lam, Son K., 2008. "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing, Elsevier, vol. 84(3), pages 243-255.
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    Cited by:

    1. Nitzsche, Martina & Ribeiro, Luisa & Laneiro, Tito, 2018. "Workplace incivility among Portuguese hotel employees: Is lack of respect burning them out?," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 6(1), pages 52-71.
    2. Sousa, Daniela & Vitorino, Liliana, 2019. "Lack of human resources in the mold industry: Strategic areas to act on," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(2), pages 176-187.
    3. Daskin, Mustafa, 2019. "Self-efficacy model for better job outcomes: An approach to promote female employment in turkish hotel context," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(2), pages 188-207.
    4. Cunha, Liliana & Barros, Carla, 2018. "The evaluation of psycho-social risks: An emerging issue? and its prevention... A postponed issue?," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 6(1), pages 19-28.
    5. Monteiro, Ileana & Correia, Marisol & Gonçalves, Cidália, 2019. "Transforming a company’s staffing process: Implementing e-recruitment," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(2), pages 144-157.

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    More about this item

    Keywords

    Systematic Review; Hotel Workers; Job Satisfaction;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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