BibTex RIS Kaynak Göster

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

Yıl 2013, Cilt: 15 Sayı: 1, 8 - 19, 01.03.2013

Öz

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.

Kaynakça

  • Akktas, A., Aksu, A. A.,Ehtiyar, R., & Cengiz, A (2001) Audit of manpower research in the hospitality sector: An example from the Anatolia region of Turkey, Managerial Audit Journal, 16, 530-535.
  • Babakus, E., Yavas, U., Karatepe, O. M. (2008) The effects of job demands, job resources, and intrinsic motivation on emotional exhaustion and turnover intentions: A study in the Turkish hotel Hospitality and Tourism Administration, 9, 384- 404. Journal of
  • Baum, T. (2007) Human resources in tourism: Still waiting for change. Tourism Management, 28, 1383-1399.
  • Brotherton B., Woolfenden, G., & Hammetogly, B. (1994) Developing human resources for Turkey’s tourism industry in the 1990s. Tourism Management, 15, 109-116.
  • Brownell, J. (1998) Striking a balance: The future of work and family issues in the hospitality industry. Marriage and Family Review, 28, 109- 123.
  • Brownell, J. (1993) women hospitality managers: Perceptions of gender-related career challenges. FIU Hospitality Review, 112, 19-31.
  • Burke, R. J. (1991) Early work and career experiences of female and male managers and professionals: Reasons for optimism? Canadian Journal of Administrative Sciences, 8, 224-230.
  • Carlson, D., Kacmar, J. & Williams ,L. (2000)Construction and initial validation of a multidimensional measure of work-family conflict. Journal of Vocational Behavior, 56, 249- 276.
  • Inelmen, K., Zeytinoglu, I. U., & Uygur, D. (2012) Are millenials a different breed? Turkish hospitality intention to stay. In E. S.W. Ng., S..T, Lyons & L. Schweitzer (eds.) Managing the new workforce: International perspectives on the millennial generation. Cheltenham, UK: Edward Elgar, pp. 181-203. employees’
  • Jordan, F. (1997) An occupational hazard? Sex segregation in tourism employment. Tourism Management, 18, 525-534.
  • Karatepe, O. M., & Uludag, O. (2007) Conflict, exhaustion, and motivation : A study of frontline employees in Northern Cyprus hotels. International Journal of Hospitality Management, 26, 645-665.
  • Karatepe, O. M., Sokmen, A., Yuvas, U., & Babakus, E. (2010) Work-family conflict and burnout in frontline service jobs: Direct, mediating and moderating Management, 4, 61-73. Ekonomie and
  • Kofodimos, J. (1993) Balancing act. San Francisco: Jossey-Bass.
  • Kusluvan, S. (2003) Managing employee attitudes and behavior in the tourism and hospitality industry. New York: Nova Science.
  • Kusluvan, S., & Kusluvan, Z (2000) Perceptions and attitudes of undergraduate tourism students towards working in the tourism industry in Turkey. Tourism Management, 21, 251-269.
  • Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2012) A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51, 171-214.
  • Okumus, K., & Yagci,). (2006) Tourism higher education in Turkey. Journal of Teaching in Travel and tourism, 5, 89-116.
  • Schaufeli, W.B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B.(2002) The measurement of engagement and burnout: A two-sample confirmatory factor analytic approach. Journal of Happiness Studies, 3, 71-92.
  • Sinclair, T. (1997) Gender, work and tourism. London: Routledge.
  • Thompson, C., Beauvais, L. L., & Lyness, K. S. (1999) When work-family benefits are not enough : The influence of work-family culture in benefit utilization, organizational attachment, and work-family conflict. Journal of Vocational Behavior, 54, 393-419.
  • Van Dyne, L, & LePine, J. A. (1998) Helping and voice extra-role behaviors: Evidence of construct and predictive validity. Academy of Management Journal, 41, 108-119.
  • Woods, R. H., & Cavanaugh, R. R (1999) Gender discrimination and sexual harassment as experienced by hospitality industry mangers. Cornell Hotel and Restaurant Administration Quarterly,35, 16-22.
  • Yuvas, U., Babakus, E.,& Karatepe, O. M. (2008) Attitudinal and behavioral consequences of work-family conflict and family-work conflict: Dopes gender matter? International Journal of Service Industry Management, 19, 7-11
Yıl 2013, Cilt: 15 Sayı: 1, 8 - 19, 01.03.2013

Öz

Kaynakça

  • Akktas, A., Aksu, A. A.,Ehtiyar, R., & Cengiz, A (2001) Audit of manpower research in the hospitality sector: An example from the Anatolia region of Turkey, Managerial Audit Journal, 16, 530-535.
  • Babakus, E., Yavas, U., Karatepe, O. M. (2008) The effects of job demands, job resources, and intrinsic motivation on emotional exhaustion and turnover intentions: A study in the Turkish hotel Hospitality and Tourism Administration, 9, 384- 404. Journal of
  • Baum, T. (2007) Human resources in tourism: Still waiting for change. Tourism Management, 28, 1383-1399.
  • Brotherton B., Woolfenden, G., & Hammetogly, B. (1994) Developing human resources for Turkey’s tourism industry in the 1990s. Tourism Management, 15, 109-116.
  • Brownell, J. (1998) Striking a balance: The future of work and family issues in the hospitality industry. Marriage and Family Review, 28, 109- 123.
  • Brownell, J. (1993) women hospitality managers: Perceptions of gender-related career challenges. FIU Hospitality Review, 112, 19-31.
  • Burke, R. J. (1991) Early work and career experiences of female and male managers and professionals: Reasons for optimism? Canadian Journal of Administrative Sciences, 8, 224-230.
  • Carlson, D., Kacmar, J. & Williams ,L. (2000)Construction and initial validation of a multidimensional measure of work-family conflict. Journal of Vocational Behavior, 56, 249- 276.
  • Inelmen, K., Zeytinoglu, I. U., & Uygur, D. (2012) Are millenials a different breed? Turkish hospitality intention to stay. In E. S.W. Ng., S..T, Lyons & L. Schweitzer (eds.) Managing the new workforce: International perspectives on the millennial generation. Cheltenham, UK: Edward Elgar, pp. 181-203. employees’
  • Jordan, F. (1997) An occupational hazard? Sex segregation in tourism employment. Tourism Management, 18, 525-534.
  • Karatepe, O. M., & Uludag, O. (2007) Conflict, exhaustion, and motivation : A study of frontline employees in Northern Cyprus hotels. International Journal of Hospitality Management, 26, 645-665.
  • Karatepe, O. M., Sokmen, A., Yuvas, U., & Babakus, E. (2010) Work-family conflict and burnout in frontline service jobs: Direct, mediating and moderating Management, 4, 61-73. Ekonomie and
  • Kofodimos, J. (1993) Balancing act. San Francisco: Jossey-Bass.
  • Kusluvan, S. (2003) Managing employee attitudes and behavior in the tourism and hospitality industry. New York: Nova Science.
  • Kusluvan, S., & Kusluvan, Z (2000) Perceptions and attitudes of undergraduate tourism students towards working in the tourism industry in Turkey. Tourism Management, 21, 251-269.
  • Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2012) A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51, 171-214.
  • Okumus, K., & Yagci,). (2006) Tourism higher education in Turkey. Journal of Teaching in Travel and tourism, 5, 89-116.
  • Schaufeli, W.B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B.(2002) The measurement of engagement and burnout: A two-sample confirmatory factor analytic approach. Journal of Happiness Studies, 3, 71-92.
  • Sinclair, T. (1997) Gender, work and tourism. London: Routledge.
  • Thompson, C., Beauvais, L. L., & Lyness, K. S. (1999) When work-family benefits are not enough : The influence of work-family culture in benefit utilization, organizational attachment, and work-family conflict. Journal of Vocational Behavior, 54, 393-419.
  • Van Dyne, L, & LePine, J. A. (1998) Helping and voice extra-role behaviors: Evidence of construct and predictive validity. Academy of Management Journal, 41, 108-119.
  • Woods, R. H., & Cavanaugh, R. R (1999) Gender discrimination and sexual harassment as experienced by hospitality industry mangers. Cornell Hotel and Restaurant Administration Quarterly,35, 16-22.
  • Yuvas, U., Babakus, E.,& Karatepe, O. M. (2008) Attitudinal and behavioral consequences of work-family conflict and family-work conflict: Dopes gender matter? International Journal of Service Industry Management, 19, 7-11
Toplam 23 adet kaynakça vardır.

Ayrıntılar

Diğer ID JA23BR39FT
Bölüm Makaleler
Yazarlar

Ronald J. Burke Bu kişi benim

Mustafa Koyuncu Bu kişi benim

Lisa Fıksenbaum Bu kişi benim

Yayımlanma Tarihi 1 Mart 2013
Yayımlandığı Sayı Yıl 2013 Cilt: 15 Sayı: 1

Kaynak Göster

APA Burke, R. J., Koyuncu, M., & Fıksenbaum, L. (2013). Gender Differences in Work Experiences and Satisfactions Among Front-line Employees in Turkish Hotels: Less There Than Meets The Eye. ISGUC The Journal of Industrial Relations and Human Resources, 15(1), 8-19.
AMA Burke RJ, Koyuncu M, Fıksenbaum L. Gender Differences in Work Experiences and Satisfactions Among Front-line Employees in Turkish Hotels: Less There Than Meets The Eye. isguc. Mart 2013;15(1):8-19.
Chicago Burke, Ronald J., Mustafa Koyuncu, ve Lisa Fıksenbaum. “Gender Differences in Work Experiences and Satisfactions Among Front-Line Employees in Turkish Hotels: Less There Than Meets The Eye”. ISGUC The Journal of Industrial Relations and Human Resources 15, sy. 1 (Mart 2013): 8-19.
EndNote Burke RJ, Koyuncu M, Fıksenbaum L (01 Mart 2013) Gender Differences in Work Experiences and Satisfactions Among Front-line Employees in Turkish Hotels: Less There Than Meets The Eye. ISGUC The Journal of Industrial Relations and Human Resources 15 1 8–19.
IEEE R. J. Burke, M. Koyuncu, ve L. Fıksenbaum, “Gender Differences in Work Experiences and Satisfactions Among Front-line Employees in Turkish Hotels: Less There Than Meets The Eye”, isguc, c. 15, sy. 1, ss. 8–19, 2013.
ISNAD Burke, Ronald J. vd. “Gender Differences in Work Experiences and Satisfactions Among Front-Line Employees in Turkish Hotels: Less There Than Meets The Eye”. ISGUC The Journal of Industrial Relations and Human Resources 15/1 (Mart 2013), 8-19.
JAMA Burke RJ, Koyuncu M, Fıksenbaum L. Gender Differences in Work Experiences and Satisfactions Among Front-line Employees in Turkish Hotels: Less There Than Meets The Eye. isguc. 2013;15:8–19.
MLA Burke, Ronald J. vd. “Gender Differences in Work Experiences and Satisfactions Among Front-Line Employees in Turkish Hotels: Less There Than Meets The Eye”. ISGUC The Journal of Industrial Relations and Human Resources, c. 15, sy. 1, 2013, ss. 8-19.
Vancouver Burke RJ, Koyuncu M, Fıksenbaum L. Gender Differences in Work Experiences and Satisfactions Among Front-line Employees in Turkish Hotels: Less There Than Meets The Eye. isguc. 2013;15(1):8-19.