An Empirical Investigation of Satisfaction and Commitment Among Lodging Employees

Abstract

ABSTRACT As companies seek to find w;iys to develop a competitive edge in the t'asi paced global service economy, there is a growing awareness of the connection among customer satisfaction, :ind employee satisfaction and commitment. With the restructuring, downsizing, or rightsiz-ing of organizations, employee commitment, as well as satisfaction. becomes an important element in the success of a service organization. The focus of this research is to examine employee commitment and satisfaction of a large lodging organization. From this, the authors will identify strategies and tactics for maintaining an actively committed employee base.