Correlates of nonwork and work satisfaction among hotel employees: Implications for managers

Journal of Hospitality Marketing and Management

Volumn 22, Issue 4, 2013, Pages 375-406

  Yavas, Ugur ^a   Karatepe, Osman M ^b   Babakus, Emin ^c  

^a EAST TENNESSEE STATE UNIVERSITY   (United States)

^b EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

^c UNIVERSITY OF MEMPHIS   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84879448325     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2012.667596     Document Type: Article

References (104)

1. Abbott, G. N., White, F. A., & Charles, M. A. (2005). Linking values and organizational commitment: A correlational and experimental investigation in two organizations. Journal of Occupational and Organizational Psychology, 78, 531-551.
2. Adams, G. A., King, L. A., & King, D. W. (1996). Relationships of job and family involvement, family social support, and work-family conflict with job and life satisfaction. Journal Applied Psychology, 81, 411-420.
3. Agho, A. O., Price, J. L., & Mueller, C. W. (1992). Discriminant validity of measures of job satisfaction, positive affectivity and negative affectivity. Journal of Occupational and Organizational Psychology, 65(3), 185-196.
4. Allen, T. D., Herst, D. E. L., Bruck, C. S., & Sutton, M. (2000). Consequences associated with work-to-family conflict: A review and agenda for future research. Journal of Occupational Health Psychology, 5, 278-308.
5. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411-423.
6. Armstrong-Stassen, M., & Ursel, N. D. (2009). Perceived organizational support, career satisfaction, and the retention of older workers. Journal of Occupational and Organizational Psychology, 82(1), 201-220.
7. Arnett, D. B., Laverie, D. A., & McLane, C. (2002). Using job satisfaction and pride as internal-marketing tools. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 87-96.
8. Aycan, Z. (2001). Human resource management in Turkey: Current issues and future challenges. International Journal of Manpower, 22, 252-260.
9. Aycan, Z., & Eskin, M. (2005). Relative contributions of childcare, spousal support, and organizational support in reducing work-family conflict for men and women: The case of Turkey. Sex Roles, 53, 453-471.
10. Babakus, E., Yavas, U., & Karatepe, O. M. (2008). The effects of job demands, job resources and intrinsic motivation on emotional exhaustion and turnover intentions: A study in the Turkish hotel industry. International Journal of Hospitality and Tourism Administration, 9, 384-404.
11. Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003). The effect of management commitment to service quality on employees' affective and performance outcomes. Journal of the Academy of Marketing Science, 31, 272-286.
12. Back, K.-J., Lee, C.-K., & Abbott, J. (2011). Internal relationship marketing: Korean casino employees' job satisfaction and organizational commitment. Cornell Hospitality Quarterly, 52(2), 111-124.
13. Bagozzi, R. P. (1981). Evaluating structural equation models with unobservable variables and measurement error: A comment. Journal of Marketing Research, 18, 375-381.
14. Bagozzi, R. P., & Edwards, J. R. (1998). A general approach for representing constructs in organizational research. Organizational Research Methods, 1(1), 45-87.
15. Bagozzi, R. P., & Heatherton, T. F. (1994). A general approach to representing multifaceted personality constructs: Application to state self-esteem. Structural Equation Modeling, 1(1), 35-67.
16. Barrows, C., & Ridout, M. (2010). Another decade of research in club management: A review of the literature in academic journals for the period 1994-2005. Journal of Hospitality Marketing and Management, 19, 421-463.
17. Barsky, A., Thoresen, C. J., Warren, C. R., & Kaplan, S. A. (2004). Modeling negative affectivity and job stress: A contingency-based approach. Journal of Vocational Behavior, 25, 915-936.
18. Boles, J. S., Howard, W. G., & Donofrio, H. H. (2001). An investigation into the interrelationships of work-family conflict, family-work conflict and work satisfaction. Journal of Managerial Issues, 13, 376-390.
19. Bowling, N. A., Hendricks, E. A., & Wagner, S. H. (2008). Positive and negative affectivity and facet satisfaction: A meta-analysis. Journal of Business and Psychology, 23(3/4), 115-125.
20. Boyer, K. K., & Hult, G. T. M. (2005). Customer behavior in an online ordering application: A decision scoring model. Decision Sciences, 36, 569-598.
21. Cetinel, F., Yolal, M., & Emeksiz, M. (2009). Human resources management in smalland medium-sized hotels in Turkey. Journal of Human Resources in Hospitality and Tourism, 8(1), 43-63.
22. Chiang, C.-F., & Jang, S. C. (2008). The antecedents and consequences of psychological empowerment: The case of Taiwan's hotel companies. Journal of Hospitality and Tourism Research, 32(1), 40-61.
23. Chuang, N.-K., & Lei, S. A. (2011). Job stress among casino hotel chefs in a top-tier tourism city. Journal of Hospitality Marketing and Management, 20, 551-574.
24. Clark, R. A., Hartline, M. D., & Jones, K. C. (2009). The effects of leadership style on hotel employees' commitment to service quality. Cornell Hospitality Quarterly, 50, 209-231.
25. Cordes, C. L., & Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of Management Review, 18, 621-656.
26. Crawford, E. R., LePine, J. A., & Rich, B. L. (2010). Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test. Journal of Applied Psychology, 95, 834-848.
27. Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31, 874-900.
28. De Cuyper, N., & De Witte, H. (2006). Autonomy and workload among temporary workers: Their effects on job satisfaction, organizational commitment, life satisfaction, and self-rated performance. International Journal of Stress Management, 13, 441-459.
29. Deery, M., & Jago, L. (2009). A framework for work-life balance practices: Addressing the needs of the tourism industry. Tourism and Hospitality Research, 9(2), 97-108.
30. Diener, E., Emmons, R. A., Larsen, R. J., & Griffin, S. (1985). The satisfaction with life scales. Journal of Personality Assessment, 49(1), 71-75.
31. Dixon, M. A., & Sagas, M. (2007). The relationship between organizational support, work-family conflict, and the job-life satisfaction of university coaches. Research Quarterly for Exercise and Sport, 78, 236-247.
32. Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71, 500-507.
33. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
34. Frey, B. S., & Stutzer, A. (2005). Happiness research: State and prospects. Review of Social Economy, 62, 207-228.
35. Friedman, H. H., & Friedman, L. W. (2008). Taking happiness seriously in today's business environment. Journal of International Marketing and Marketing Research, 33(1), 3-17.
36. Gavin, J. H., & Mason, R. O. (2004). The virtuous organization: The value of happiness in the workplace. Organizational Dynamics, 33, 379-392.
37. Gazzoli, G., Hancer, M., & Park, Y. (2010). The role and effect of job satisfaction and empowerment on customers' perception of service quality: A study in the restaurant industry. Journal of Hospitality and Tourism Research, 34(1), 56-77.
38. Gil, S. M., Hudson, S., & Quintana, T. A. (2006). The influence of service recovery and loyalty on perceived service quality: A study of hotel customers in Spain. Journal of Hospitality and Leisure Marketing, 14(2), 47-68.
39. Greenhaus, J. H., Parasuraman, S., & Wormley, W. M. (1990). Effects of race on organizational experiences, job performance evaluations, and career outcomes. Academy of Management Journal, 33(1), 64-86.
40. Gunlu, E., Aksarayli, M., & Percin, N. S. (2010). Job satisfaction and organizational commitment of hotel managers in Turkey. International Journal of Contemporary Hospitality Management, 22, 693-717.
41. Gursoy, D., Boylu, Y., & Avci, U. (2011). Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management, 30, 783-794.
42. Hage, J., & Aiken, M. (1967). Relationship of centralization to other structural properties. Administrative Science Quarterly, 12(1), 72-92.
43. Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70.
44. Herington, C., & Weaven, S. (2009). Implementing the marketing concept in travel organizations: The important moderating influence of perceived organizational support. Journal of Hospitality Marketing and Management, 18, 692-717.
45. Hochwarter, W. A., Kiewitz, C., Gundlach, M. J., & Stoner, J. (2004). The impact of vocational and social efficacy on job performance and career satisfaction. Journal of Leadership and Organizational Studies, 10(4), 27-40.
46. Ito, J. K., & Brotheridge, C. M. (2005). Does supporting employees' career adaptability lead to commitment, turnover, or both? Human Resource Management, 44(1), 5-19.
47. Iverson, R. D., & Maguire, C. (2000). The relationship between job and life satisfaction: Evidence from a remote mining community. Human Relations, 53, 807-839.
48. Iverson, R. D., Olekalns, M., & Erwin, P. J. (1998). Affectivity, organizational stressors, and absenteeism: A causal model of burnout and its consequences. Journal of Vocational Behavior, 52(1), 1-23.
49. Jang, J., & George, R. T. (2012). Understanding the influence of polychronicity on job satisfaction and turnover intention: A study of non-supervisory hotel employees. International Journal of Hospitality Management, 31, 588-595.
50. Joreskog, K. G., & Sorbom, D. (1996). LISREL 8: Structural equation modeling with SIMPLIS command language. Hillsdale, NJ: Scientific Software International.
51. Judd, C. M., Smith, E. R., & Kidder, L. H. (1991). Research methods in social relations (6th ed.). Fort Worth, TX: Holt, Rinehart and Winston.
52. Kacmar, K. M., & Ferris, G. R. (1991). Perceptions of organizational politics scale (POPS): Development and construct validation. Educational and Psychological Measurement, 51(1), 61-79.
53. Kaiser, J. S., & Polczynski, J. J. (1982). Educational stress: Sources, reactions, preventions. Peabody Journal of Education, 59(2), 127-136.
54. Kaplan, S. A., Warren, C. R., Barsky, A. P., & Thoresen, C. J. (2009). A note on the relationship between affect(ivity) and differing conceptualizations of job satisfaction: Some unexpected meta-analytic findings. European Journal ofWork and Organizational Psychology, 18(1), 29-54.
55. Karatepe, O. M. (2010). Role stress, emotional exhaustion, and job satisfaction in the hotel industry: The moderating role of supervisory support. FIU Hospitality Review, 28(3), 48-66.
56. Karatepe, O. M., Avci, T., & Tekinkus, M. (2005). Measuring marketing culture: A study of frontline employees in Turkish hotels. Journal of Travel and Tourism Marketing, 18(1), 33-47.
57. Karatepe, O. M., Kilic, H., & Isiksel, B. (2008). An examination of the selected antecedents and outcomes of work-family conflict and family-work conflict in frontline service jobs. Services Marketing Quarterly, 29(4), 1-24.
58. Karatepe, O. M., & Sokmen, A. (2006). The effects of work role and family role variables on psychological and behavioral outcomes of frontline employees. Tourism Management, 27, 255-268.
59. Karatepe, O. M., & Tizabi, L. Z. (2011). Work-related depression in the hotel industry: A study in the United Arab Emirates. International Journal of Contemporary Hospitality Management, 23, 608-623.
60. Karatepe, O. M., & Uludag, O. (2008). Supervisor support, work-family conflict, and satisfaction outcomes: An empirical study in the hotel industry. Journal of Human Resources in Hospitality and Tourism, 7(2), 115-134.
61. Karatepe, O. M., Yavas, U., & Babakus, E. (2007). The effects of customer orientation and job resources on frontline employees' job outcomes. Services Marketing Quarterly, 29(1), 193-205.
62. Karia, N., & Ahmad, Z. A. (2000). Quality practices that pay: Empowerment and teamwork. Malaysian Management Review, 35(2), 66-76.
63. Kim, B. C. P., Murrmann, S. K., & Lee, G. (2009). Moderating effects of gender and organizational level between role stress and job satisfaction among hotel employees. International Journal of Hospitality Management, 28, 612-619.
64. Kim, H. J., Tavitiyaman, P., & Kim, W. G. (2009). The effect of management commitment to service on employee service behaviors: The mediating role of job satisfaction. Journal of Hospitality and Tourism Research, 33, 369-390.
65. Kim, W. G., & Brymer, R. A. (2011). The effects of ethical leadership on manager job satisfaction, commitment, behavioral outcomes, and firm performance. International Journal of Hospitality Management, 30, 1020-1026.
66. Kim, Y. K., & Back, K.-J. (2012). Antecedents and consequences of flight attendants' job satisfaction. The Service Industries Journal, 32(16), 2565-2584.
67. Ko, W. H. (2012). The relationships among professional competence, job satisfaction and career development confidence for chefs in Taiwan. International Journal of Hospitality Management, 31(3), 1004-1011.
68. Kong, H., Cheung, C., & Song, H. (2012). From hotel career management to employees' career satisfaction: The mediating effect of career competency. International Journal of Hospitality Management, 31(1), 76-85.
69. Kossek, E. E., & Ozeki, C. (1998). Work-family conflict, policies, and the job-life satisfaction relationship: A review and directions for organizational behaviorhuman resources research. Journal of Applied Research, 83(2), 139-149.
70. Kusluvan, S., Kusluvan, Z., & Eren, D. (2003). Undergraduate tourism students' satisfaction with student work experience and its impact on their future career intentions: A case study. In S. Kusluvan (Ed.), Managing employee attitudes and behaviors in the tourism and hospitality (pp. 135-151). New York, NY: Nova Science Publishers.
71. Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010). The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51(2), 171-214.
72. Kwortnik, R. J. (2006). Shining examples of service when the lights went out: Hotel employees and service recovery during the blackout 2003. Journal of Hospitality and Leisure Marketing, 14(2), 23-45.
73. Lam, W., & Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. International Journal of Hospitality Management, 31(1), 3-11.
74. Lapierre, L. M., Spector, P. E., Allen, T. D., Polemans, S., Cooper, C. L., O'Driscoll, M. P., Sanchez, J. I., Brough, P., & Kinnunen, U. (2008). Family-supportive organization perceptions, multiple dimensions of work-family conflict, and employee satisfaction: A test of model across five samples. Journal of Vocational Behavior, 73(1), 92-106.
75. Lee, C., & Way, K. (2010). Individual employment characteristics of hotel employees that play a role in employee satisfaction and work retention. International Journal of Hospitality Management, 29, 344-353.
76. Lee, H.-R., Murrmann, S. K., Murrmann, K. F., & Kim, K. (2010). Organizational justice as a mediator of the relationships between leader-member exchange and employees' turnover intentions. Journal of Hospitality Marketing and Management, 19(2), 97-114.
77. Malhotra, N. K. (2007). Marketing research: An applied orientation. Upper Saddle River, NJ: Pearson Education.
78. McFarlin, D. B., & Sweeney, P. D. (1992). Distributive and procedural justice as predictors of satisfaction with personal and organizational outcomes. Academy of Management Journal, 35, 626-637.
79. Miller, B. K., Rutherford, M. A., & Kolodinsky, R. W. (2008). Perceptions of organizational politics: A meta-analysis of outcomes. Journal of Business and Psychology, 22, 209-222.
80. Min, H., & Min, H. (2005). The comparative evaluation of hotel service quality from a managerial perspective. Journal of Hospitality and Leisure Marketing, 13(3/4), 53-77.
81. Murawski, M. M., Payakachat, N., & Koh-Knox, C. (2008). Factors affecting job and career satisfaction among community pharmacists: A structural equation modeling approach. Journal of the American Pharmacists Association, 48, 610-620.
82. Muse, L. A., & Stamper, C. L. (2007). Perceived organizational support: Evidence for a mediated association with work performance. Journal of Managerial Issues, 19, 517-535.
83. Netemeyer, R. G., Boles, J. S., & McMurrian, R. (1996). Development and validation of work-family conflict and family-work conflict scales. Journal of Applied Psychology, 81, 400-410.
84. Parasuraman, S., Purohit, Y. S., Godshalk, V. M., & Beutell, N. J. (1996). Work and family variables, entrepreneurial career success and psychological well-being. Journal of Vocational Behavior, 48, 275-300.
85. Pelit, E., Ozturk, Y., & Arslanturk, Y. (2011). The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey. International Journal of Contemporary Hospitality Management, 23, 784-802.
86. Price, J. L. (2001). Reflections on the determinants of voluntary turnover. International Journal of Manpower, 22, 600-624.
87. Reynolds, D., & Tabacchi, M. (1993). Burnout in full-service chain restaurants. Cornell Hotel and Restaurant Administration Quarterly, 34(2), 62-68.
88. Saari, L. M., & Judge, T. A. (2004). Employee attitudes and job satisfaction. Human Resource Management, 43, 395-407.
89. Sobel, M. (1982). Asymptotic confidence intervals for indirect effects in structural equation models. In S. Leinhardt (Ed.), Sociological methodology (pp. 290-312). San Francisco, CA: Jossey Bass.
90. Solnet, D., Kandampully, J., & Kralj, A. (2010). Legends of service excellence: The habits of seven highly effective hospitality companies. Journal of Hospitality Marketing and Management, 19, 889-908.
91. Spreitzer, G. M. (1995). Psychological environment in the workplace: Dimension, measurement, and validation. Academy of Management Journal, 38, 1442-1465.
92. Susskind, A. M., Borchgrevink, C. P., Kacmar, K. M., & Brymer, R. A. (2000). Customer service employees' behavioral intentions and attitudes: An examination of construct validity and a path model. International Journal of Hospitality Management, 19(1), 53-77.
93. Treadway, D. C., Ferris, G. R., Hochwarter, W., Perrewé, P., Witt, L. A., & Goodman, J. M. (2005). The role of age in the perceptions of politics-job performance relationship: A three-study constructive replication. Journal of Applied Psychology, 90, 872-881.
94. Vigoda-Gadot, E., & Talmud, I. (2010). Organizational politics and job outcomes: The moderating effect of trust and social support. Journal of Applied Social Psychology, 40, 2829-2861.
95. Wan, Y. K. P. (2010). Exploratory assessment of the Macao casino dealers' job perceptions. International Journal of Hospitality Management, 29(1), 62-71.
96. Wang, G., & Netemeyer, R. G. (2002). The effects of job autonomy, customer demandingness, and trait competitiveness on salesperson learning, self-efficacy, and performance. Journal of the Academy of Marketing Science, 30, 217-228.
97. Watson, D., & Clark, L. A. (1984). Negative affectivity: The disposition to experience aversive emotional states. Psychological Bulletin, 96, 465-490.
98. Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54, 1063-1070.
99. Williams, L. J., & O'Boyle, E. H. (2008). Measurement models linking latent variables and indicators: A review of human resource management research using parcels. Human Resource Management Review, 18, 233-242.
100. Witt, L. A., Andrews, M. C., & Kacmar, K. M. (2000). The role of participation in decision-making in the organizational politics-job satisfaction relationship. Human Relations, 53, 341-358.
101. Yang, J.-T. (2010). Antecedents and consequences of job satisfaction in the hotel industry. International Journal of Hospitality Management, 29, 609-619.
102. Yavas, U., Karatepe, O. M., & Babakus, E. (2010). Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: A study of frontline employees in Turkey. Tourism Review, 65(3), 70-83.
103. Yavas, U., Karatepe, O. M., & Babakus, E. (2011). Do customer orientation and job resourcefulness moderate the impact of interrole conflicts on frontline employees' performance? Tourism and Hospitality Research, 11(2), 148-159.
104. Zhao, X. R., Qu, H., & Ghiselli, R. (2011). Examining the relationship of work-family conflict to job and life satisfaction: A case of hotel sales managers. International Journal of Hospitality Management, 30(1), 46-54.