Study of job satisfaction and pride in hotels in China

Pao Yue-kong Library Electronic Theses Database

Study of job satisfaction and pride in hotels in China

 

Author: Wang, Wei Ellen
Title: Study of job satisfaction and pride in hotels in China
Degree: M.Sc.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Job satisfaction
Employee motivation
Hotels -- China
Department: School of Hotel and Tourism Management
Pages: x, 111 leaves : ill. (some col.) ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1818236
URI: http://theses.lib.polyu.edu.hk/handle/200/4631
Abstract: This thesis suggests that successful internal-marketing strategies can enhance both job satisfaction and pride among employees in hotels in China, which result in an increase in positive hotel employee behavior. Positive employee behavior is characterized by commitment to providing hotel guests with good service, cooperation among employees, and commitment to the hotel. These activities and beliefs contribute to a hotel's ability to deliver a high level of service that encourages customer loyalty. The author note that although the effects of employee satisfaction have been researched extensively, the effect of pride has not. It is suggested that both job satisfaction and pride are important variables to encourage hotel employees to engage in desired behavior. Customer loyalty must begin with employee loyalty in a culture that is employee-based and employee-driven. Managers need to ensure that employees have the proper training and resources that allow them to deliver high levels of guest service. When internal employee satisfaction and pride are fulfilled, these employees will extend efforts to ensure customer satisfaction. Therefore, this study is important to feature the importance of internal-marketing concept in the hotel industry.

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