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Demographic and cultural predictors of international service worker job satisfaction

Demographic and cultural predictors of international service worker job satisfaction Purpose – The purpose of this paper is to examine the impact of demographic and cultural characteristics on the job satisfaction level of international service workers. Design/methodology/approach – The data in this study resulted from a survey of 1,128 service workers from 82 different countries. The employees were recruited from 14 ships of a major cruise line. Multivariant regression analysis was performed to determine the independent effect of four demographic factors and traditional culture on job satisfaction. Findings – The results suggest that work environment, cultural background and demographic characteristics combine in various ways to impact on service‐worker job satisfaction. The findings are discussed in the context of extant research. Research limitations/implications – The limitation of this paper is that the sample drawn from a single industry. Practical implications – Job satisfaction in the context of international service workers is a complex issue that may require investigation within the organizational culture. Originality/value – The value of this paper is its focus on a truly international service workforce. As globalization continues, service organizations will face greater diversity and challenges to service performance. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Demographic and cultural predictors of international service worker job satisfaction

Managing Service Quality , Volume 19 (2): 16 – Mar 20, 2009

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References (76)

Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520910943189
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to examine the impact of demographic and cultural characteristics on the job satisfaction level of international service workers. Design/methodology/approach – The data in this study resulted from a survey of 1,128 service workers from 82 different countries. The employees were recruited from 14 ships of a major cruise line. Multivariant regression analysis was performed to determine the independent effect of four demographic factors and traditional culture on job satisfaction. Findings – The results suggest that work environment, cultural background and demographic characteristics combine in various ways to impact on service‐worker job satisfaction. The findings are discussed in the context of extant research. Research limitations/implications – The limitation of this paper is that the sample drawn from a single industry. Practical implications – Job satisfaction in the context of international service workers is a complex issue that may require investigation within the organizational culture. Originality/value – The value of this paper is its focus on a truly international service workforce. As globalization continues, service organizations will face greater diversity and challenges to service performance.

Journal

Managing Service QualityEmerald Publishing

Published: Mar 20, 2009

Keywords: Services; Job satisfaction; Demographics; National cultures; Employees

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