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Demographic and cultural predictors of international service worker job satisfaction

Mark R. Testa (San Diego State University, San Diego, California, USA)
Stephen L. Mueller (Northern Kentucky University, Highland Heights, Kentucky, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 20 March 2009




The purpose of this paper is to examine the impact of demographic and cultural characteristics on the job satisfaction level of international service workers.


The data in this study resulted from a survey of 1,128 service workers from 82 different countries. The employees were recruited from 14 ships of a major cruise line. Multivariant regression analysis was performed to determine the independent effect of four demographic factors and traditional culture on job satisfaction.


The results suggest that work environment, cultural background and demographic characteristics combine in various ways to impact on service‐worker job satisfaction. The findings are discussed in the context of extant research.

Research limitations/implications

The limitation of this paper is that the sample drawn from a single industry.

Practical implications

Job satisfaction in the context of international service workers is a complex issue that may require investigation within the organizational culture.


The value of this paper is its focus on a truly international service workforce. As globalization continues, service organizations will face greater diversity and challenges to service performance.



Testa, M.R. and Mueller, S.L. (2009), "Demographic and cultural predictors of international service worker job satisfaction", Managing Service Quality: An International Journal, Vol. 19 No. 2, pp. 195-210.



Emerald Group Publishing Limited

Copyright © 2009, Emerald Group Publishing Limited

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