MOTIVATING HOUSEKEEPING STAFF IN THE LODGING INDUSTRY IN JORDAN

Saehya Ann (), Zaher A.A. Hallab (), Hyunsuk Choi () and Umaima Al Majthoub
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Saehya Ann: California State University, East Bay Department of Hospitality, Recreation and Tourism, 25800 Carlos Bee Blvd, AE 367B, Hayward, CA, U.S.A., 94542
Zaher A.A. Hallab: California State University, East Bay 25800 Carlos Bee Blvd, AE 311, Hayward, CA, 94542
Hyunsuk Choi: California State University, Sacramento, 6000 J Street, Sacramento, CA 95819
Umaima Al Majthoub: Ammon Applied University College, Jabal Amman, Tunis Street

Tourism and Hospitality Management, 2023, vol. 29, issue 1, 103-118

Abstract: Purpose – The objective of this research study is to examine the complicated relationship between work motivation, job satisfaction, job dissatisfaction, and turnover intention of the housekeeping staff in selected four and five-star hotel properties in Jordan by using Herzberg’s Two-Factor theory. Design – A survey design was implemented in this research study. The sample for this research study consists of individuals working in the housekeeping departments of four and five star international hotels in Jordan. Methodology – Cluster analysis, correlation, and t-test were utilized for data analysis. The two-step clusters method was used to cluster groups based on the mean values of job dissatisfaction, as it is a unique concept that explains Herzberg’s Two-Factor Theory and also the work-related behaviour of employees. Approach – The validity of Herzberg’s Two-Factor Theory will be examined as well as examining the complicated relationship among work motivation, job satisfaction, job dissatisfaction, and turnover intention. Findings – The results of this study revealed that there is no relationship between job dissatisfaction of housekeeping staff and job satisfaction, and between job dissatisfaction and job motivation. However, there was a positive relationship between their job satisfaction and work motivation and also between their job dissatisfaction and turnover intention. No relationship was found between their work motivation and turnover intention and between their job satisfaction and turnover intention. Among all fourteen motivational factors, work itself (4.25 out of 5.00) and achievement (4.24 out of 5.00) were ranked at the top, which is consistent with Herzberg’s findings. Salary was the least satisfied/preferred factor in this study. Originality of the research – Having a separate job dissatisfaction construct in a research study is a very unique concept that Herzberg’s Two-Factor Theory (1959) developed and which also contributes to the uniqueness and originality of this study.

Keywords: service guarantee; service quality; empowerment; customer satisfaction (search for similar items in EconPapers)
JEL-codes: L83 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:tho:journl:v:29:y:2023:n:1:p:103-118

DOI: 10.20867/thm.29.1.9

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