ANTECEDENT FACTORS AND CONSEQUENCES OF JOB SATISFACTION IN THE JORDANIAN HOTEL INDUSTRY

Abstract

The hospitality industry has been expanding globally, and it is a highly competitive industry. It is often regarded as one of Jordan's most important economic fields. The hotel business is service-oriented, which means that people are involved in the delivery of services. In this context, satisfied employees delivering high service job performance meeting customers’ expectation is crucial in the hotel sector to remain competitive.Success key elements are crucial in the improvement and preservation of competitiveness in the hotel sector. This paper investigated the impact of leadership style (LS), organisation structure (OS) and job satisfaction (JS) would improve employees’ job performance among five-star hotels employees in Jordan with quality of work life (QWL) as mediator. Questionnaires were distributed to 430 five-star hotel employees to obtain the study data. The level of relationships among the constructs (OS, LS, JS, QWL and JP) were analyzed using structural equation modelling. The results show a positive relationship of OS and LS with JP, while QWL shows fully mediating role on the relationship between JS and JP. Similar studies should be carried out on other sectors in Jordan and in other settings using different perspectives.