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Article
Publication date: 1 February 2005

Ronald J. Burke, James Graham and Frank J. Smith

Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.

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Abstract

Purpose

Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.

Design/methodology/approach

Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures.

Findings

The data indicated generally positive and statistically significant relationships between employee satisfaction and customer satisfaction. Customers reported greater service satisfaction with branches or stores whose employees indicated higher levels of work and employees' satisfaction.

Originality/value

Implications for the delivery of high quality customer service are offered.

Details

The TQM Magazine, vol. 17 no. 1
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 29 July 2022

Chijioke Nwachukwu, Hieu Minh Vu, Helena Chládková and Richard Selase Agboga

This paper aims to examine the mediating role of job satisfaction in the relationship between psychological empowerment and employee engagement. There is also an…

Abstract

Purpose

This paper aims to examine the mediating role of job satisfaction in the relationship between psychological empowerment and employee engagement. There is also an investigation of the moderating effect of religiosity on psychological empowerment and job satisfaction as well as job satisfaction and employee engagement.

Design/methodology/approach

Data were obtained from 265 employees working in the service industry in Nigeria. The hypotheses were tested and analysed using structural equation modelling and bootstrapping procedure.

Findings

The results show that the direct relationship between psychological empowerment and employee engagement was partially mediated by job satisfaction. Intrinsic religiosity (IR) was found to have a moderating effect on job satisfaction and employee engagement. IR and extrinsic religiosity (ER) does not moderate the impact of psychological empowerment on job satisfaction and employee engagement. ER was found to have a negative insignificant moderating effect on job satisfaction and employee engagement.

Research limitations/implications

A cross-sectional study reveals the relationship between variables at one point in a time. As such this study may not precisely predict the dominant pattern of the association over time. Future research can use longitudinal study to establish a dominant pattern of relationships.

Practical implications

This study informs human resource practitioners and scholars by demonstrating that religiosity and job satisfaction are important factors that should be considered in managing and keeping employees engaged.

Originality/value

To the best of the authors’ knowledge, this study is among the first atte`mpts to enrich the literature in the fields of psychological empowerment and employee engagement by highlighting organisational mechanisms that amplify the relationship.

Details

Industrial and Commercial Training, vol. 54 no. 4
Type: Research Article
ISSN: 0019-7858

Keywords

Article
Publication date: 3 August 2022

Merve Öksüz, Hikmet Tosyalı and Furkan Tosyali

This paper aims to examine the association between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees in Turkey. Specifically, the…

Abstract

Purpose

This paper aims to examine the association between supervisor support, servicing efficacy and job satisfaction among frontline hotel employees in Turkey. Specifically, the mediating role of servicing efficacy was examined in the link between supervisor support and job satisfaction.

Design/methodology/approach

Data were collected from 421 frontline employees in 4- and 5-star hotels located in the South and South West of Turkey. The authors proposed a conceptual model in which servicing efficacy mediates the link between supervisor support and job satisfaction after controlling for demographic information. Data were analyzed through the structural equation modeling (SEM) framework.

Findings

Results showed that supervisor support positively predicted servicing efficacy and job satisfaction reports of the employees. Those reporting higher servicing efficacy were more likely to report increased job satisfaction. In addition, servicing efficacy partially mediated the link between supervisor support and job satisfaction.

Originality/value

The current study provides new evidence on the link between supervisor support, efficacy beliefs and job satisfaction in the hotel industry. This is the first study investigating the mediating role of servicing efficacy in the association between supervisor support and job satisfaction. Moreover, most previous studies separately focusing on supervisor support, efficacy beliefs and job satisfaction in the hospitality industry were conducted in developed, Western countries. In contrast, research examining work-related constructs and outcomes in Turkey’s hospitality industry has been limited. Thus, both replicated and original findings would contribute to the generalizability of cumulative knowledge in tourism and hospitality.

Details

Personnel Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0048-3486

Keywords

Abstract

Details

The Emerald Review of Industrial and Organizational Psychology
Type: Book
ISBN: 978-1-78743-786-9

Article
Publication date: 31 May 2022

Vathsala Wickramasinghe

The purpose of this paper is to investigate the determinants of pay satisfaction of executive-level employees in public sector of Sri Lanka, which follows an open pay system.

Abstract

Purpose

The purpose of this paper is to investigate the determinants of pay satisfaction of executive-level employees in public sector of Sri Lanka, which follows an open pay system.

Design/methodology/approach

The perceptions of equity, love of money, justice and seven individual and socio-demographic characteristics were investigated as the determinants of pay satisfaction. The survey methodology is used for data collection.

Findings

The findings showed equity, love of money, justice, the years of work experience in public sector, the number of income earners in the family and the number of dependents in the family as the significant predictors of pay satisfaction. Gender is identified as a significant predictor of love of money.

Originality/value

This study investigated the dynamics of pay satisfaction in a novel research context – i.e. public sector, an open pay system, gender equality in the pay system and an Asian developing country.

Details

Journal of Asia Business Studies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1558-7894

Keywords

Book part
Publication date: 7 July 2015

Nuno Da Camara, Victor Dulewicz and Malcolm Higgs

Although the proliferation of research in emotional intelligence (EI) in the last 25 years has largely focused on the individual level, some researchers have proposed…

Abstract

Although the proliferation of research in emotional intelligence (EI) in the last 25 years has largely focused on the individual level, some researchers have proposed theories and measurement models for EI at the organizational level. Drawing from earlier work which conceptualizes organizational emotional intelligence (OEI) as a climate-level construct involving shared norms and practices this chapter sets out to investigate the relationship between perceptions of organizational emotional intelligence (OEI) and turnover intentions amongst employees. Since turnover intentions are a reliable indicator of actual turnover they are deemed to be a critical indicator for organizational performance. This chapter also builds on previous research which found that the relationship between OEI as a climate-level construct and intention to leave was mediated by organizational emotional appeal (i.e., overall reputation) and trust in senior management to explore the mediating role of other employee attitudes which have been traditionally linked to climate and individual-level outcomes in organizations, namely job satisfaction and affective commitment. By surveying employees in a UK-based charity organization (n = 173), the study finds that both job satisfaction and affective commitment mediate the impact of OEI on intention to leave and explain a moderate amount of variance in the focal construct. However, the majority of the mediation occurs through job satisfaction with a reduced mediation effect for affective commitment. Potential reasons for these results in the charity context are discussed. The chapter contributes to a wider understanding of the way in which perceptions of OEI impact on employee attitudes toward the organization and the job; and, in turn, how these attitudes impact on turnover intentions.

Details

New Ways of Studying Emotions in Organizations
Type: Book
ISBN: 978-1-78560-220-7

Keywords

Book part
Publication date: 28 August 2007

Thomas A. Wright and Russell Cropanzano

For decades, since at least the famous Hawthorne studies, the happy/productive worker thesis has forcefully captured the imagination of management scholars and human…

Abstract

For decades, since at least the famous Hawthorne studies, the happy/productive worker thesis has forcefully captured the imagination of management scholars and human resource professionals alike. According to this “Holy Grail” of management research, workers who are happy on the job will have higher job performance, and possibly higher job retention, than those who are less happy. But what is happiness? Most typically, happiness has been measured in the management sciences as jobsatisfaction. This viewpoint is unnecessarily limiting. Building upon alittle remembered body of research from the 1920s, we suggest a twofold, expanded view of this thesis. First, we suggest the consideration of worker happiness as psychological well-being (PWB). Second, incorporating Fredrickson's (1998, 2001) broaden-and-build model ofpositive emotions as the theoretical base, we suggest that the job satisfaction to job performance and job satisfaction to employee retentionrelationships may be better explained by controlling for the moderating effect of PWB. Future research directions for human resource professionals are introduced.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-0-7623-1432-4

Article
Publication date: 20 May 2022

Vibhav Singh and Surabhi Verma

The uncontrolled spread of COVID-19 has forced employees to use telework technologies and platforms to perform different tasks, that is, “mandatory telework”. COVID-19 is…

Abstract

Purpose

The uncontrolled spread of COVID-19 has forced employees to use telework technologies and platforms to perform different tasks, that is, “mandatory telework”. COVID-19 is a unique situation that has shocked economies and societies and led to a reshaping of the perception of employees and firms about work practices. However, due to the recent nature of the phenomenon, it is not usually understood how employees would cope with this forced change. Thus, the study aims to explore COVID-19 awareness and employees’ behavior toward mandatory telework.

Design/methodology/approach

A sample of 201 Danish employees was selected to examine the research questions using partial least square (PLS) structural equation modeling.

Findings

The findings show that COVID-19 awareness reduces technological anxiety and increases positive attitudes and job satisfaction. The authors have also found the full and partially mediating role of attitude and technological anxiety on the relationship between COVID-19 awareness and job satisfaction.

Originality/value

The study employed the theoretical lens of job demands-resources theory to understand COVID-19 awareness and technological anxiety dynamics on employees’ attitudes toward mandatory telework and job satisfaction during the pandemic.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

Book part
Publication date: 25 July 2008

Chien-Wen Tsai

International tourist hotels play important roles in the service industry and have to constantly improve their competitiveness. They need to provide their customers with…

Abstract

International tourist hotels play important roles in the service industry and have to constantly improve their competitiveness. They need to provide their customers with consistently high service quality in order to satisfy them. The employees of the international tourist hotels are the most important links in the service delivery chain because they are in direct contact with their customers. Because employee morale affects customer satisfaction the managers of the international tourist hotels need to cultivate good relations with their internal staff. Prior research identifies many factors affecting the satisfaction of employees. While relevant literature extensively investigates job satisfaction and leadership behavior, studies of these variables in the tourism service, particularly in hotel management, are almost absent. This research concerns the correlation between the style of managerial leadership and employee's job satisfaction in the international tourist hotel industry. After literature reviewing, empirical model and hypotheses are established. The study employs the questionnaires to conduct an investigation for employees in international tourist hotels so as to collect information. This research surveys 500 employees in international tourist hotels by questionnaire. A total of 300 questionnaires were returned (73 percent). Through correlation analysis, this research discovers that employees are more satisfied under consideration-style-leadership than construction-style-leadership. After controlling for differences in salary, employees appear to prefer consideration-style-leadership. No matter what the leadership style is, employees’ job satisfaction does not relate towards their coworkers. Besides, employees have different perceptions on work, salary, and overall satisfaction depending on their education level and seniority. The findings in this research expand the knowledge of human resource management and provide some practical suggestions to managers. The study provides a mechanism by which hoteliers can obtain feedback from employees about leadership styles. Such feedback can then serve as the basis for further development of leadership theory across disciplines. This study provides a guide to the preparation of supervisor in the hotel industry as effective leaders for the dynamic environment of the future. This study also provides a basis for informing developers of leadership training programs that can lead to improved hospitality academic leadership.

Details

Advances in Culture, Tourism and Hospitality Research
Type: Book
ISBN: 978-1-84950-522-2

Article
Publication date: 11 October 2021

I Nengah Aristana, I Wayan Edi Arsawan and Ni Wayan Rustiarini

This research aims to test employee loyalty in the hotel industry, particularly during the Covid-19 pandemic. This study examines the relationship between leader support…

Abstract

Purpose

This research aims to test employee loyalty in the hotel industry, particularly during the Covid-19 pandemic. This study examines the relationship between leader support in building job satisfaction, trust and employee loyalty. Also, this research aims to test and explain the role of satisfaction and trust as mediator variables.

Design/methodology/approach

This research used a quantitative design by distributing questionnaires to 206 employees of the 97 hotels in Bali, Indonesia, particularly during pandemic Covid-19. The research data were then analyzed by using WarpPLS software.

Findings

The results revealed that leader support did not have a significant effect on loyalty. Satisfaction and trust act as double mediators in leaders’ support and loyalty relationships.

Research limitations/implications

Employees need leaders’ support to remain loyal to their organization in a slowdown situation due to the Covid-19 pandemic and its various challenges.

Originality/value

Research on the effects of the Covid-19 pandemic on various sectors has been comprehensive. However, the research that invests in employee loyalty in the hospitality industry is still rare. This study analyzes the loyalty of hotel employees, particularly when the tourism sector is experiencing a slowdown. This study also examines the role of trust and satisfaction as mediating relationships between leaders’ support and loyalty, which have not been widely analyzed in previous studies.

Details

International Journal of Tourism Cities, vol. 8 no. 1
Type: Research Article
ISSN: 2056-5607

Keywords

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