Return to search

COMPARATIVE ANALYSIS OF SERVICE ORIENTATION AND SERVICE CLIMATE IN THE UNITED STATES AND RUSSIAN HOTEL INDUSTRIES

The purpose of this study is to evaluate individual hotel employee perceptions of their service orientation and the support they receive from co-workers and their employer to discover the impact of these perceptions on the employee's feelings of their job satisfaction, commitment to their organization, their intention to leave their organization and intention to leave their industry. A comparative analysis of results from the United States and Russia reveals differences in these relations in the two countries. Analysis using Partial Least Squares Path Modeling for developing a measurement model and model estimation using a combined data set, US data set and a Russian data set. This research study included 141 American hotel employees and 107 Russian hotel employees. Service orientation, co-worker support and employee support were positively related to increased job satisfaction in the United States and Russia. In both countries, service orientation was negatively related to an employee's intention to leave the hospitality industry and co-worker support was positively related to organizational commitment. Country differences occurred where items were only significant in one country. In Russia, organizational support and co-worker support were negatively related to intention to leave their employer. In the United States, organizational support had a positive relation to organizational commitment. Surprisingly, co-worker support had a positive relation to intention to leave the industry in the United States. This may indicate that excessive co-worker support might undermine the need to achieve of highly service oriented hotel employees, resulting in a flight from the service industry to a more challenging industry.

Identiferoai:union.ndltd.org:nova.edu/oai:nsuworks.nova.edu:hsbe_etd-1027
Date25 April 2014
CreatorsDusek, Gary A.
PublisherNSUWorks
Source SetsNova Southeastern University
Detected LanguageEnglish
Typetext
Formatapplication/pdf
SourceHCBE Theses and Dissertations

Page generated in 0.0023 seconds