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Variations in job satisfaction in service industries: comparative international analysis

机译：服务行业工作满意度的差异：国际比较分析

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Purpose - The purpose of the paper is to identify individual, organisational and national factors that have differential effects on job satisfaction and its drivers in service industries. Design/methodology/approach - Based on data from the fifth European Working Condition Survey on ca. 17,000 business economy service employees in 34 countries, multivariate exploratory technique was used, namely classification trees. Findings - The study revealed that job satisfaction differs mostly among countries, occupations, employment contracts and earnings levels (whereas gender, tenure, age and sector do not play important role). Service employees rate highly health and safety aspect of their work and job content, the least satisfying dimensions are pay, job security and career prospects. Research limitations/implications - The study is based on secondary source of information and has a major disadvantage which is inherent in its nature - the analysis is limited to available data; thus, it is possible that other factors (not covered in the questionnaire) contribute to variations in job satisfaction and its drivers in service industries. Practical implications - Findings add to the understanding of the perception of well-being at work; service organisations could learn the factors that should be modified or emphasised in their human resource practices as well as recruitment strategy to attract and retain engaged and loyal employees who are ready to create and deliver value to customers. Originality/value - Although job satisfaction in service industries has been a focus for numerous studies, the issue of factors that have differential effects on well-being at work and its drivers in cross-national context has received relatively little attention from researchers.
机译：目的-本文的目的是确定对服务满意度及其驱动力产生不同影响的个人，组织和国家因素。设计/方法/方法-基于第五次欧洲工作条件调查中的数据。在34个国家/地区有17,000名商业经济服务员工，使用了多元探索技术，即分类树。研究结果表明，工作满意度在国家，职业，就业合同和收入水平之间存在很大差异（而性别，任期，年龄和行业并不重要）。服务员工对工作和工作内容的健康和安全方面给予高度评价，最不满意的方面是薪酬，工作保障和职业前景。研究的局限性/意义-该研究基于辅助信息源，并且具有本质上固有的主要缺点-分析仅限于可用数据；因此，其他因素（调查表中未涵盖）可能会导致工作满意度及其服务业驱动力的变化。实际意义-研究结果使人们对工作中的幸福感有了更好的理解；服务组织可以学习应在人力资源实践和招聘策略中加以修改或强调的因素，以吸引和留住愿意为客户创造价值并为客户创造价值的敬业和忠诚的员工。原创性/价值-尽管服务行业的工作满意度一直是众多研究的重点，但在跨国环境下对工作幸福感及其驱动力产生不同影响的因素问题却很少受到研究人员的关注。

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