Demographic and cultural predictors of international service worker job satisfaction


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





Demographics, Employees, Job satisfaction, National cultures, Services

Publication Date


Journal Title

Managing Service Quality