Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels
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In this article we examine the gender differences among hotel employees in service orientation and job satisfaction. To determine these differences, we used a service orientation scale (SOS), developed by Dienhart, Gregoire, Downey and Knight and a job satisfaction scale developed by Lytle. Our assumptions were that there would be significant gender differences in service orientation and job satisfaction. Our research proved factor structures of the two scales we used. Specifically, we showed gender differences in two of three factors, concerning service orientation (organisational support and customer focus), and no gender differences in job satisfaction. Our study revealed that organisational support is more important to men because they value more structured labour and service procedures than women (t = 2.21, df = 110, p = 0.03). In contrast, customer focus is more relevant to a women because it is more crucial to see satisfied guests, as well as having a good relationship with them... (t = 2.07, df = 110, p = 0.04). It is of great importance for hotel management to have in mind that male and female employees respond and behave differently depending on the stimuli in the work environment and their satisfaction varies because of it.
Keywords:
gender differences / service orientation / job satisfaction / hotel employees / Novi Sad / SerbiaSource:
Ekonomska istraživanja - Economic Research, 2014, 27, 1, 799-817Publisher:
- Taylor & Francis
Projects:
- Geography of Serbia (RS-47007)
- Transformation of Serbian Geospace - lessons from the past, contemporary problems and possible solutions (RS-176020)
DOI: 10.1080/1331677X.2014.975516
ISSN: 1331-677X (Print); 1848-9664 (Online)
WoS: 000346507600052
Scopus: 2-s2.0-84938385678
TY - JOUR AU - Petrović, Marko D. AU - Јоvanović, Tamara AU - Marković, Jelica J. AU - Armenski, Tanja AU - Marković, Vladimir PY - 2014 UR - http://dais.sanu.ac.rs/123456789/1084 AB - In this article we examine the gender differences among hotel employees in service orientation and job satisfaction. To determine these differences, we used a service orientation scale (SOS), developed by Dienhart, Gregoire, Downey and Knight and a job satisfaction scale developed by Lytle. Our assumptions were that there would be significant gender differences in service orientation and job satisfaction. Our research proved factor structures of the two scales we used. Specifically, we showed gender differences in two of three factors, concerning service orientation (organisational support and customer focus), and no gender differences in job satisfaction. Our study revealed that organisational support is more important to men because they value more structured labour and service procedures than women (t = 2.21, df = 110, p = 0.03). In contrast, customer focus is more relevant to a women because it is more crucial to see satisfied guests, as well as having a good relationship with them (t = 2.07, df = 110, p = 0.04). It is of great importance for hotel management to have in mind that male and female employees respond and behave differently depending on the stimuli in the work environment and their satisfaction varies because of it. PB - Taylor & Francis T2 - Ekonomska istraživanja - Economic Research T1 - Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels SP - 799 EP - 817 VL - 27 IS - 1 DO - 10.1080/1331677X.2014.975516 ER -
@article{ author = "Petrović, Marko D. and Јоvanović, Tamara and Marković, Jelica J. and Armenski, Tanja and Marković, Vladimir", year = "2014", url = "http://dais.sanu.ac.rs/123456789/1084", abstract = "In this article we examine the gender differences among hotel employees in service orientation and job satisfaction. To determine these differences, we used a service orientation scale (SOS), developed by Dienhart, Gregoire, Downey and Knight and a job satisfaction scale developed by Lytle. Our assumptions were that there would be significant gender differences in service orientation and job satisfaction. Our research proved factor structures of the two scales we used. Specifically, we showed gender differences in two of three factors, concerning service orientation (organisational support and customer focus), and no gender differences in job satisfaction. Our study revealed that organisational support is more important to men because they value more structured labour and service procedures than women (t = 2.21, df = 110, p = 0.03). In contrast, customer focus is more relevant to a women because it is more crucial to see satisfied guests, as well as having a good relationship with them (t = 2.07, df = 110, p = 0.04). It is of great importance for hotel management to have in mind that male and female employees respond and behave differently depending on the stimuli in the work environment and their satisfaction varies because of it.", publisher = "Taylor & Francis", journal = "Ekonomska istraživanja - Economic Research", title = "Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels", pages = "799-817", volume = "27", number = "1", doi = "10.1080/1331677X.2014.975516" }
Petrović MD, Јоvanović T, Marković JJ, Armenski T, Marković V. Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels. Ekonomska istraživanja - Economic Research. 2014;27(1):799-817
Petrović, M. D., Јоvanović, T., Marković, J. J., Armenski, T.,& Marković, V. (2014). Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels. Ekonomska istraživanja - Economic ResearchTaylor & Francis., 27(1), 799-817. https://doi.org/10.1080/1331677X.2014.975516
Petrović Marko D., Јоvanović Tamara, Marković Jelica J., Armenski Tanja, Marković Vladimir, "Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels" 27, no. 1 (2014):799-817, https://doi.org/10.1080/1331677X.2014.975516 .