JOB SATISFACTION AND WORK PERFORMANCE IN A CULTURALLY DIVERSE HOTEL INDUSTRY TOWARDS SUSTAINABILITY OF QUALITY SERVICE PROVISION

Eunice Mareth Areola, PhD HSG |

October 16, 2019
Natural Sciences

The volatility of the labor market in the hospitality industry, particularly in hotels, continues. This situation puts a strain on the hiring and retention efforts of employers. The hospitality industry is where effectively performing service providers are key to company’s sustainability to provide quality service; therefore, work performance is no longer solely dependent on traditional job satisfac- tion drivers of hygiene and motivation. Currently where strong workforce mobility and attraction to global employment opportunities, it is noteworthy to consider the cultural diversity in the form of social demographic profile of the job market. This appreciation of diversity by both employees and employers can help to create better workspaces that steer job satisfaction to higher levels and at the same time propel work performance to its optimum state. This study has explored the role of cultural diversity as mediating factors in the job satisfaction and work performance of hoteliers. It aims to build and test a theoretical model to identify the mediating factors in the linkage between job satisfaction and work performance. A total of 421 questionnaires were utilized out of the 450 survey sheets that were distributed to six similarly categorized hotels. The Job Satisfaction Scale of Spector (1994) for job satisfaction was adapted while Yousef’s (2000) instrument was used for determining work performance. Analysis of Variance (ANOVA) was used to analyze job satisfaction and work performance across specific diversity factors that were considered for this study. Regression Analysis was used to determine the relationship between job satisfaction and work performance as mediated by six selected demographic parameters identified as cultural diversity. The study strongly reveals that age is the primary factor affecting job satisfaction and work performance.

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