文章基本信息

标题：Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels
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作者：Petrović, Marko D. ; Jovanović, Tamara ; Marković, Jelica J. 等
期刊名称：Economic Research
印刷版ISSN：1331-677X
出版年度：2014
卷号：27
期号：1
页码：799-817
DOI：10.1080/1331677X.2014.975516
语种：English
出版社：Juraj Dobrila University of Pula, Department of Economics and Tourism 'Dr. Mijo Mirkovic'
摘要：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.
关键词：gender differences; service orientation; job satisfaction; hotel employees; Novi Sad; Serbia