The hospitality industry is facing a chronic shortage of human resources, both in quantity and quality and COVID-19 is bringing about a significant change in the face-to-face value of hospitality ...services. Therefore, this study conducted an exploratory study of the causes of employee dissatisfaction and the intention to change jobs among the With/Post COVID-19 lodging workers. The survey results showed that the causes of dissatisfaction were “organizational problems,” “lack of personnel,” “treatment problems,” “system problems,” “external environment,” and “guest attitude/response problems.” The results for reasons for the intention to change jobs were “low salary (no increase),” “uncertainty about the future,” “workload does not match salary,” and “low or unfair salary due to problems with the evaluation system.” The survey results indicate that “compensation” is the most crucial factor that needs to be improved in the intention to change jobs. Finally, we discussed the “introduction of robots” from the perspective of improving the working environment of human resources, which is an immediate issue in the hospitality industry.
Little attention has been paid to causes of worker grievance or the human resource management (HRM) mechanisms that organizations may deploy to detect and resolve emerging grievances without invoking ...legalistic/procedural actions, especially in the Chinese context. This qualitative study examines sources of grievances from an HRM perspective. It identifies how grievance issues may be addressed within a national setting that has neither an institutional regulatory framework nor procedures for resolving milder forms of workplace grievances, internally, before they escalate into confrontational labour disputes. We study workers' and managers' views on grievance issues in four case study firms in the manufacturing industry in China. In so doing, we extend the disciplinary coverage of a people management topic traditionally studied by non-management disciplines from a legalistic and procedural angle. The study highlights a number of demographic, institutional, cultural and firm-specific factors related to grievance occurrence and management, and identifies a number of future research avenues. Our study contributes to deepening the contextual understanding of an organizational phenomenon in China that is of growing significance, but is yet to attract research and management attention.
This study aims to identify the common and distinct factors affecting the dis/satisfaction of employees in two different industries, namely tourism and sports, and develop a model. The study was ...carried out using the qualitative method. A total of 118 employees in five-star hotels and sports centers participated in the study. Common factors affecting employee satisfaction were thematized as relationship with co-workers, nature of the job, relationship with superiors, salary, working hours, career opportunities, and job security. The factors affecting the dissatisfaction were thematized as inefficient salary, lack of relationship with superiors, job insecurity, and lack of relationship with co-workers. In the context of satisfaction in tourism, the theme of “Facilities and benefits” differs from sports. In the context of dissatisfaction with sports, the theme of “lack of career opportunities” differs from tourism. Based on the study findings, practical implications are presented for the two industries in an aim to increase the performance and productivity of their businesses. The study conveys its originality by identifying the employee dis/satisfaction factors in the tourism and sports industries.
Employee morale is a determinant of productivity and retention. This study explores relationships and morale levels between employees and supervisors in a large service industry. An open-ended ...questionnaire developed based on literature was created to assess morale and motivation, support, incentive, workplace environment, way of motivation, and job satisfaction. This survey was then piloted to managers of hourly product handlers working in a large North American distribution company. Data on existing status of employee morale and the factors influencing morale were collected from managers of three different departments responsible for supervising product handlers. The survey was administered using an online survey tool and answered by a sample of 44 respondents. Poor employee morale and negative attitudes toward their jobs were reported. Influencing factors included minimal pay and hours, lack of motivation, understaffed and unskilled labor, high physical workload, and poor supervision. Manager feedback indicated employees had a lack of understand of company mission and vision but also demonstrated a potential disconnect at the worker and manager levels. Potential interventions such as increasing employee-supervisor interaction, promoting good behavior, offering non-monetary benefits, training, wage rate and employee selection consistency, job redesign, etc. were recommended to management for implementation to improve existing conditions.
Every concept of total quality management depends on the appropriate actions of people involved in the business. Managers usually pay attention to what should be done, ignoring how their actions or ...directives could affect their colleagues' behaviour or their feelings. The model proposed in this paper puts employees' mental health in the centre of attention in order to design and implement a TQM programme. First of all, the parameters of the observed business process in a specific company should be defined. The actual condition of each parameter should be assessed by analysing the stress level of employees. With further analysis, conclusions can be reached about the exact part of the organisation where improvement should be done. Hence, the use of this model can help companies to achieve a successful and sustainable business. In this paper, work stress index (WSI) and employee dissatisfaction index (EDI) are defined in order to quantify employees' stress level caused by work conditions and employee's dissatisfaction about some aspects of the business process. WSI and EDI also give the possibility to compare different companies, various departments in a company or business parameters between themselves. The proposed model has been tested and verified through a research carried out at Serbian Post.
Employee theft of both property and time is an expensive and pervasive problem for American organizations. One antecedent of theft behaviors is employee dissatisfaction, but not all dissatisfied ...employees engage in withdrawal or theft behaviors. The authors tested a model of theft behavior by using an organization's climate for theft as an explanatory mechanism. They found that dissatisfaction influenced employee theft behaviors through the intermediary influence of employees' individual perceptions of the organization's climate for theft. The authors encourage organizations to pay attention to such climate elements and take action to alter employee perceptions if they reflect permissive attitudes toward theft.
This article proposes that, across industries, too much has been made of the importance of job satisfaction and its impact on organizational effectiveness. In addition, so much attention has been ...directed toward satisfaction that many health care employees, particularly nurses, now expect job satisfaction from their employers as an entitlement. In nursing, feelings about job satisfaction may, in fact, be exacerbated by the idealism which leads the young person entering the field to expect to be in a "helping profession" where workers almost automatically encounter the satisfaction that comes from giving the help which the patient desperately needs. Faced with the realities of long hours, grueling and often menial tasks, and sometimes churlish patients and physicians, the young nurse may, in fact, enter a period of deep dissatisfaction and of questioning nursing as a career choice. This situation is not unique to nurses. Many health care professionals face equally dissatisfying aspects of their jobs. Our focus is primarily on reducing job dissatisfaction, rather than improving job satisfaction, through practical solutions for those charged with attracting and retaining health care employees during tight labor markets.
This study was interested in dissatisfaction in the service encounter from the service employee`s viewpoint by exploring employee dissatisfaction and the problem customers as the causes. The study ...explored the incidents leading to dissatisfactory service encounters from the service employee`s viewpoint, the causes of the dissatisfactory incidents, and the attitudinal, verbal and behavioral expressions of the customers involved in the incidents. Employees of the beauty service business were individually interviewed, and 204 incidents were analyzed. The incidents were categorized to identify the events and related behaviors of customers that caused employee dissatisfaction. Three major groups were classified: the way dissatisfied customers complain; customers` misbehaviors; and customers` no harmful behaviors. Further the major groups were classified into 8 categories. Based on the findings the study provided implications for employee and customer management.
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