Practical application of MSQ and MUSA methodology in determining critical job satisfaction factors of seasonal employees in summer destination luxury resorts

摘要

Success in the hotel industry depends heavily on customer satisfaction, which is highly affected by the quality of service provided by a satisfied workforce. Luxury summer resorts represent an interesting setting for investigating job satisfaction (JS). Hotels in this end of the market face higher customer quality expectations and depend heavily, in order to fulfill these expectations, on a diversified force of seasonal employees. To investigate the key factors that drive overall JS of seasonal employees in summer luxury resorts a survey was conducted in a single setting. The Minnesota Satisfaction Questionnaire was combined with the MUlticriteria Satisfaction Analysis (MUSA), demonstrating that MUSA can be an effective decision making tool also in the area of human resource management. Principal component and confirmatory factor analyses revealed a four-factor structure of the MSQ construct: Empowerment, Task enrichment, HRM policies and Leadership qualities. Moreover, MUSA indicated that Empowerment was the critical factor of JS of seasonal employees.