Front-line Service Employees’ Job Satisfaction in the Hospitality Industry: The Influence of Job Demand Variability and the Moderating Roles of Job Content and Job Context Factors

Flora CHIANG*, Thomas A. Birtch, Zhenyao Cai

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

20 Citations (Scopus)

Abstract

A study of 302 front-line employees in three 5-star Hong Kong hotels found that high job demand variability diminished their job satisfaction. However, adding discretion to the job content and improving rewards and training as part of the job context resources and support were found to moderate the negative effects of high job demand variability on the employees’ job satisfaction. The importance of service discretion is particularly intriguing for these employees, since their hotels’ current cultural approach is to require supervisory approval for deviations from standard practice. This study draws on the job demands–control (JD-C) model to incorporate socio-psychological characteristics of customer service positions in the analysis of employees’ job satisfaction.

Original languageEnglish
Pages (from-to)398-407
Number of pages10
JournalCornell Hospitality Quarterly
Volume55
Issue number4
DOIs
Publication statusPublished - 1 Nov 2014

Scopus Subject Areas

  • Tourism, Leisure and Hospitality Management

User-Defined Keywords

  • front-line service employees
  • job demand variability
  • job demands -control (JD-C) model
  • job satisfaction
  • rewards
  • service discretion
  • training

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