Management Service Initiatives as Predictors of Employees’ Job Satisfaction and Employees’ Customer Service Behaviors: The Case of Hotels in Adama City

Abstract

The study was aimed to examine management commitment initiatives as
predictors of employees’ job satisfaction and customer service behaviors in
Hotels of Adama city. For this purpose, out of 14 international standard
hotels, 6 hotels were randomly selected using random sampling technique.
The total number of employees was also obtained from the front office
managers of the participating hotels, and then the required sample size was
selected using stratified random sampling technique. The survey
questionnaire for this study was adapted from the work of Kim, et al.(2009).
The collected data were analyzed using descriptive and inferential statistics.
Results of the findings revealed that Adama city hotel employees have a
significant positive relationship between management commitment
initiatives (organizational support, reward, empowerment, and training)
and their job satisfaction. In contrast, there was no significant relationship
between management commitment initiatives (reward, empowerment, and
training) and employees’ service behaviors. Providing good training
programs, increasing rewards, developing the empowerment, and improving the organizational support will increase employees’ job satisfaction and employees’ service behaviors.