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Satisfaction, Service, and Culture: Cross-Cultural Reflections from the Hotel Industry

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Job satisfaction is a desirable outcome for employees and firms, yet factors associated with job satisfaction remain abstract. Motivation is often considered a precursor to job satisfaction. However, the factors that motivate employees are divergent and are likely influenced by culture. Although research has focused on employee motivation and employee job satisfaction, little has concentrated on the differences between South American, North American, and European businesses qualitatively. This study evaluates the applicability of Herzberg's Two-Factor Theory of Motivation to employees in the hotel industry in Brazil, Mexico, and Spain. The results lend some support to Herzberg's theory. Additionally, cross-cultural insights related to Hofstede's dimensions of culture are also given.
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Document Type: Research Article

Publication date: 2009-12-01

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  • Tourism, Culture & Communication is international in its scope and will place no restrictions upon the range of cultural identities covered, other than the need to relate to tourism and hospitality. The Journal seeks to provide interdisciplinary perspectives in areas of interest that may branch away from traditionally recognized national and indigenous cultures, for example, cultural attitudes toward the management of tourists with disabilities, gender aspects of tourism, sport tourism, or age-specific tourism.
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