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Quality of work life and job satisfaction among frontline hotel employees: A self-determination and need satisfaction theory approach

Jin-Soo Lee (School of Hotel and Tourism Management , The Hong Kong Polytechnic University, Kowloon, Hong Kong)
Ki-Joon Back (Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, Texas, USA)
Eric S.W. Chan (School of Hotel and Tourism Management , Hong Kong Polytechnic University, Kowloon, Hong Kong)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 13 July 2015

10137

Abstract

Purpose

The purpose of this paper is to achieve three objectives: to investigate perceived quality of work life (QWL) need attributes among frontline employees in the lodging industry, to assess the asymmetric relationships between QWL attributes and job satisfaction (JS) and to prioritize QWL attributes for the effective management of JS.

Design/methodology/approach

Data were analyzed using exploratory factor analysis, impact range-performance analysis and impact-asymmetry analysis.

Findings

Each QWL attribute showed significant and various asymmetric or linear impacts on JS or job dissatisfaction (JDS).

Practical implications

Study results provided critical information for hotel managers to prioritize several attributes, such as safe work place, fair pay, empowerment and effective training, to enhance JS and reduce JDS for frontline personnel.

Originality/value

This study sheds light for identifying the underlying structure of QWL and further investigate the asymmetric relationship between QWL attributes and JS/JDS using need satisfaction, self-determination and three-factor theory in the lodging industry.

Keywords

Citation

Lee, J.-S., Back, K.-J. and Chan, E.S.W. (2015), "Quality of work life and job satisfaction among frontline hotel employees: A self-determination and need satisfaction theory approach", International Journal of Contemporary Hospitality Management, Vol. 27 No. 5, pp. 768-789. https://doi.org/10.1108/IJCHM-11-2013-0530

Publisher

:

Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited

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