The Effects of Emotional Intelligence on Job Satisfaction and Customer Orientation of Hotel Employees: Moderating Effect of Value Sharing

Lim, Jieun

doi:10.17549/gbfr.2017.22.1.80

Cited by 9 publications

(8 citation statements)

References 32 publications

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“…Ultimately this will contribute to the hotel's ability to provide a high level of service that encourages customer loyalty. Lim (2017) pointed out that the greater the employees' job satisfaction, the greater customer orientation behavior will be. Increased employee job satisfaction can drive employees to be more involved and take action that results in increased guest satisfaction and ultimately increase the profitability of the organization that is essential for the continuity of the organization within the changing hotel industry environment.…”

Section: Literature Reviewsmentioning

confidence: 99%

The Role of Organizational Commitment Mediating Job Satisfaction and Work Motivation with Knowledge-Sharing Behavior in 4 Star Hotels in Badung Regency, Bali

Sihombing¹,

Supartha²,

Subudi³

et al. 2017

Glob Bus Financ Rev

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Organizational commitment is greatly affecting the quality of services provided by a customer oriented organization, particularly for hotels and inns. The satisfaction and loyalty of the customer are derived from superior service quality. The innovative service of the employees' behavior can be improved by increasing knowledge-sharing among employees. The purpose of this study is to examine the relationship between work motivation and job satisfaction with knowledge-sharing behavior at 4 star hotels in Badung regency, Bali, as well as to predict the role of organizational commitment as mediation in the relationship between work motivation and job satisfaction on knowledge-sharing behavior. This study uses a quantitative approach. The population of the study is 17 four star hotels located in Badung regency of Bali. There are 123 samples taken by applying to the operational employees at the level of the rank and file as the unit for analysis. Structural Equation Model with PLS 2.0 was applied to analyze the data. The result showed that there is a significant relationship between job satisfaction and the organizational commitment. Work motivation has no significant positive relationship toward organizational commitment and knowledge-sharing behavior. The organizational commitment has the full mediation role for the relationship between job satisfaction and knowledge-sharing behavior. The novelty in this study is the examination of the relationship between work motivation and knowledge-sharing behavior and the examination of the role of organizational commitment as mediation. Organizations need to increase employees' job satisfaction as this will have an impact on improving organizational commitment. Increased organizational commitment is essential to improve employees' quality of services provided to customers. Improved quality of service, to avoid the failure of service delivery and reduce operational costs, can be improved by developing knowledge-sharing behavior.

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Section: Literature Reviewsmentioning

confidence: 99%

The Role of Organizational Commitment Mediating Job Satisfaction and Work Motivation with Knowledge-Sharing Behavior in 4 Star Hotels in Badung Regency, Bali

Sihombing¹,

Supartha²,

Subudi³

et al. 2017

Glob Bus Financ Rev

View full text Add to dashboard Cite

show abstract

“…Lim [5] suggest that how employees feel about the job at a hotel can influence the level of employee behavior in personal interaction with customer needs for better service. According to Mathis & Jackson [6] job satisfaction is instrumental in shaping discipline, commitment and performance of employees who then affect the quality of service in an effort to achieve corporate goals.…”

Section: Introductionmentioning

confidence: 99%

The Mediating Role of Organizational Commitment and The Moderating Role of Service Climate

Supartha¹,

Sihombing²,

Sukerti³

2019

Proceedings of the 12th International Conference on Business and Management Research (ICBMR 2018)

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This study aims to predict the effect of job satisfaction on knowledge sharing behavior. At the same time, it aims to predict the moderation role of service climate as well as the mediation role of organizational commitment. Based on the results of this research, organizational commitment has a significant positive effect on knowledge sharing behavior. Based on this, organizational commitment has a full mediation effect on the influence of job satisfaction on knowledge sharing behavior. Service Climate does not moderate the effect of job satisfaction on knowledge sharing behavior. The implications of this study indicate that with the increase in job satisfaction, organizational commitment will also increase. Knowledge sharing behavior can be achieved by organizational commitment. Climate service has no moderation role between job satisfaction and knowledge sharing behavior.

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“…Previous studies have found that perceived quality has a positive effect on satisfaction with a sponsored event, customer satisfaction, brand commitment, and brand loyalty (An & Noh, 2009;Jeong, Ryu, & Brown, 2018;Koo et al, 2009;Lim, 2017;Theodorakis, Alexandris, & Ko, 2011). Perceived quality should lead consumers to trust and identify with a brand.…”

Section: B Hypothesesmentioning

confidence: 99%

The Effect of Sponsor’s Brand on Consumer–Brand Relationship in Sport Sponsorship

Lee¹,

Jin²

2019

Glob Bus Financ Rev

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This study examines the impact of brand awareness, image, and perceived quality on the consumer-brand relationship by using survey data collected from 560 sports fans to compare their attitudes towards a corporate sponsor prior to and following the 2018 FIFA World Cup Russia soccer event. The study tests nine hypotheses to explain consumer attitude formation prior to and following the sponsored sports event. This study was organized as a model that was developed to illustrate the manner in which brand awareness, image, and perceived quality of a sponsor's brand would have positive effects on consumer-brand relationship satisfaction and brand commitment, and how that brand commitment and satisfaction would positively affect brand loyalty. Therefore, since brand awareness, image, and perceived quality can amplify limitations on consumers' brand perception and decision-making behaviors, the knowledge provided by this conceptual model is likely to help both brand managers and practitioners in the spectator sports industry better understand consumer perceptions of sports sponsorship events as well as help them develop tools to design sports sponsorship brand programs that are more effective at targeting specific consumers.

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The Effects of Emotional Intelligence on Job Satisfaction and Customer Orientation of Hotel Employees: Moderating Effect of Value Sharing

Cited by 9 publications

References 32 publications

The Role of Organizational Commitment Mediating Job Satisfaction and Work Motivation with Knowledge-Sharing Behavior in 4 Star Hotels in Badung Regency, Bali

The Role of Organizational Commitment Mediating Job Satisfaction and Work Motivation with Knowledge-Sharing Behavior in 4 Star Hotels in Badung Regency, Bali

The Mediating Role of Organizational Commitment and The Moderating Role of Service Climate

The Effect of Sponsor’s Brand on Consumer–Brand Relationship in Sport Sponsorship

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