International Journal of Hospitality and Tourism Systems

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Gap Analysis: Comparison of Job-related Attributes between Importance and Satisfaction.


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1 Department of Recreation, Hospitality and Parks Management, College of Communication and Education, California State University, Chico, Yolo Hall 192, Box 0560, Chico, CA 95929-0560.
     

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Employees have their own perceptions or attitudes about many aspects of work itself, and their own satisfaction with job or non-work-related attributes. Job satisfaction has been widely studied by many researchers and practitioners. This study surveys selected work-related attributes to help hoteliers improve work environments. This study initially identifies the level of importance on work-related attributes and the level of satisfaction with those attributes among hotel workers. Whether differences exist between the levels of importance of work-related attributes and satisfaction with those attributes is also explored. The purpose of this study is to identify how hotel workers perceive their work environments and identify areas that need more attention from hotel managers. Based on the purpose of this study, work-related attributes are measured according to the level of importance and the level of satisfaction. The study indicates that hotel workers consider their work environments, in terms of who they work with; to be well provided; however, work-related expectation, in terms of what they receive for their work, has not met their expectations. This study finds supervisor's friendlessness, job security, and pay are top three most important.

Keywords

Job Satisfaction, Work Attributes
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  • Gap Analysis: Comparison of Job-related Attributes between Importance and Satisfaction.

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Authors

Chang Lee
Department of Recreation, Hospitality and Parks Management, College of Communication and Education, California State University, Chico, Yolo Hall 192, Box 0560, Chico, CA 95929-0560.

Abstract


Employees have their own perceptions or attitudes about many aspects of work itself, and their own satisfaction with job or non-work-related attributes. Job satisfaction has been widely studied by many researchers and practitioners. This study surveys selected work-related attributes to help hoteliers improve work environments. This study initially identifies the level of importance on work-related attributes and the level of satisfaction with those attributes among hotel workers. Whether differences exist between the levels of importance of work-related attributes and satisfaction with those attributes is also explored. The purpose of this study is to identify how hotel workers perceive their work environments and identify areas that need more attention from hotel managers. Based on the purpose of this study, work-related attributes are measured according to the level of importance and the level of satisfaction. The study indicates that hotel workers consider their work environments, in terms of who they work with; to be well provided; however, work-related expectation, in terms of what they receive for their work, has not met their expectations. This study finds supervisor's friendlessness, job security, and pay are top three most important.

Keywords


Job Satisfaction, Work Attributes

References