Gap Analysis: Comparison of Job-Related Attributes Between Importance and Satisfaction

Gap Analysis: Comparison of Job-Related Attributes Between Importance and Satisfaction

Chang Lee (California State University Chico, USA)
DOI: 10.4018/978-1-5225-3917-9.ch023
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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.
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Literature Review

A quality work environment is closely related to work outcomes, and it has been a critical issue in all organizations (Schaufeli, Taris, & Van Rhenen, 2008). The hotel industry sells intangible products and these products are outcomes of employees. When hospitality employees are satisfied with what they do, then their service performances exceed customers’ expectations (Dienhart & Gregoire, 1993). Exceeding customer expectations can positively influence guests' perceptions on the hotel (Spieneli & Canavos, 2000). Understanding factors that change the level of satisfaction with a work environment is critical in maintaining and sustaining quality services (Lee, Nam, Park, & Lee, 2006; Karl & Peluchette, 2006; Mackenzie, Podsakoff, & Ahearne, 1998).

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