This study provides hotel organizations with information that reveals the feelings, perceptions, and attitudes of it's employees. By examining an employee's quality of work life, an organization can determine how they are doing internally, from an employee's point of view, which ultimately effects their "moments of truth" externally, with their customers. A nine item, five point scale, Quality of Work Life Survey was administered to the employees and managers from four hotel properties. These properties, located in different geographical locations and each targeting a specific market segment, provided an interesting and diverse 292 person sample. Results revealed agreement and disagreement between managers and employees from the same properties, as well as, reviewed management results and employee results, as a whole. Survey feedback pinpointed areas of satisfaction and dissatisfaction, which should be addressed by the organizations. Recommendations for corrective action may be found in the conclusions, along with implications for future research.
Library of Congress Subject Headings
Hotels--Employees; Quality of work life; Hotels--Personnel management
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Santercole, Gina Marie, "Quality of work life in the hotel industry" (1993). Thesis. Rochester Institute of Technology. Accessed from
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