Quality of work life and job satisfaction among frontline hotel employees

Abstract

Purpose – The purpose of this paper is to achieve three objectives: to investigate perceived quality of work life (QWL) need attributes among frontline employees in the lodging industry, to assess the asymmetric relationships between QWL attributes and job satisfaction (JS) and to prioritize QWL attributes for the effective management of JS. Design/methodology/approach – Data were analyzed using exploratory factor analysis, impact range-performance analysis and impact-asymmetry analysis. Findings – Each QWL attribute showed significant and various asymmetric or linear impacts on JS or job dissatisfaction (JDS). Practical implications – Study results provided critical information for hotel managers to prioritize several attributes, such as safe work place, fair pay, empowerment and effective training, to enhance JS and reduce JDS for frontline personnel. Originality/value – This study sheds light for identifying the underlying structure of QWL and further investigate the asymmetric relationship between QWL attributes and JS/JDS using need satisfaction, self-determination and three-factor theory in the lodging industry.