Job Satisfaction, Turnover and Commitment of Employees in the Hospitality Industry - Research Paper Example

The paper "Job Satisfaction, Turnover and Commitment of Employees in the Hospitality Industry" is an outstanding example of a management research paper. The long term success of the hospitality industry is based on the behaviour of people and the manner in which different services are being provided to the customers so that they remain satisfied is central to the development of business. The perception of customer and satisfaction is largely influenced by the attitude and behaviour which employees demonstrate (Bitner, Booms & Tetreault, 2010). The interaction which employees carry out with customers thereby becomes pivotal in determining whether the customer will be satisfied or not (Bitner, Booms & Tetreault, 2010). The role of employees is of prime importance as it helps the organization in the hospitality industry to get a competitive advantage which thereby ensures its long term success. This thereby makes the industry to be heavily dependent on managing and retaining employees (Woods, 2012).

Maintaining employee turnover is the hospitality industry is of prime importance on the background that employee-customer interacts on a continuous basis. In addition to employee turnover results in additional cost and is thereby very critical for the industry (Bonn & Forbringer, 2012). For example, studies have shown that every incident related to employee turnover in the hospitality industry results in a direct cost of around $2,500 and an indirect cost of $1,600 (Hogan, 1992). Woods & MacCauley (2008) has further stated that the cost arises due to the tangible and intangible cost associated with employee turnover. The most intangible cost for the industry is the loss of morale of employees who are continuing to work with the same organization. This will impact the level of service which the employees provide to customers and would lead towards dissatisfaction among customers. Management thereby needs to understand the different dimensions and have to develop alternatives which help to shape the attitude of employees so that job can be better accomplished (Rogers, Clow, & Kash, 2014).

Babakus et al (2006) that a positive relationship exists between job characteristics and satisfaction among employees which guides them the way they should act. It is also seen that role conflict and ambiguity leads to dissatisfaction and needs to be avoided especially in the hospitality sector. This thereby helps to identify a path for future research which will help to understand the manner in which job satisfaction, commitment and turnover have an impact on the hospitality industry and the long term implications it has for the management. This also makes it important to find out the manner employees perceive fairness in an organizational system and the impact it has on the attitude and behaviour of individuals which finally leads towards high turnover.

The purpose of the study is to develop a model which will help to examine the impact of the interpersonal working relationship on employee’s justice perception which thereby has an impact on employee’s attitude and behaviour while working in the hospitality sector. The research proposes that interpersonal working relationship has a positive influence on the perception which employee has. This thereby impacts employee’s morale and satisfaction which impact service level and results in increased turnover within the industry. This thereby aims at developing a model which looks to define the quality of leader-member exchange as antecedent and constructs as employees justice perception, employee satisfaction, commitment and turnover of employees. To put it otherwise the model will help to examine the role distributive and procedural justice has on job satisfaction, commitment and turnover of employees in the hospitality sector. This will help managers to proactively develop strategies which will focus on retaining employees and improving the manner in which different services are rendered so that the degree of satisfaction level for customers improves.