Title
Demographic and cultural predictors of international service worker job satisfaction
Abstract
Purpose - The purpose of this paper is to examine the impact of demographic and cultural characteristics on the job satisfaction level of international service workers. Design/methodology/approach - The data in this study resulted from a survey of 1,128 service workers from 82 different countries. The employees were recruited from 14 ships of a major cruise line. Multivariant regression analysis was performed to determine the independent effect of four demographic factors and traditional culture on job satisfaction. Findings - The results suggest that work environment, cultural background and demographic characteristics combine in various ways to impact on service-worker job satisfaction. The findings are discussed in the context of extant research. Research limitations/implications - The limitation of this paper is that the sample drawn from a single industry. Practical implications - Job satisfaction in the context of international service workers is a complex issue that may require investigation within the organizational culture. Originality/value - The value of this paper is its focus on a truly international service workforce. As globalization continues, service organizations will face greater diversity and challenges to service performance. © Emerald Group Publishing Limited.
Document Type
Article
DOI
https://doi.org/10.1108/09604520910943189
Keywords
Demographics, Employees, Job satisfaction, National cultures, Services
Publication Date
3-20-2009
Recommended Citation
Testa, Mark R., and Stephen L. Mueller. "Demographic and cultural predictors of international service worker job satisfaction." Managing Service Quality: An International Journal (2009).
Journal Title
Managing Service Quality
