Gender Differences in Work Experiences and Satisfactions Among Front-line Employees in Turkish Hotels: Less There Than Meets The Eye

Abstract

Front-line service workers in the hospitality and tourism sector play a central role in the delivery of high quality service to clients and customers. Yet front line service jobs are typically low paying, require working long hours, involve autocratic supervision, poor working conditions, little reward and recognition for good work, and are seen by outside observers as low status and requiring little skill, The attraction, recruitment, selection and retention of front-line staff is a challenge as these jobs have historically had very high levels of turnover, termed a “turnover culture”. This study compares male and female front-line service workers on personal demographic factors, work situation characteristics, and a number of important job outcomes to identify potential gender differences associated with job dissatisfaction and intention to quit. Data were collected from 371 men and 174 women working in 15 high quality hotels in Turkey using anonymously completed questionnaires, a 59% response rate. There were relatively few significant gender differences. Considering personal demographics and work situation characteristics, females had higher levels of education, worked fewer hours per week, and were less likely to supervise others. Considering work outcomes, females indicated higher levels of absorption, an indicator of work engagement, lower levels of family-work conflict, and less intent to quit their employing organizations.

Keywords

• Satisfaction, Frontline-worker, Family-work Conflict, Turkish Hotels, Work Experiences

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