Affiliation:
1. University of Houston,
2. College of Hotel & Tourism at Kyunghee University in Seoul, Korea,
3. Conrad N. Hilton College of Hotel and Restaurant Management at the University of Houston
Abstract
This study examined the relationship between the following key variables: internal service quality, self-efficacy, job satisfaction, self-esteem, and organizational commitment. The study sought to identify ways to improve casino employees’ job satisfaction, further enhance employees’ organizational commitment, and possibly decrease job turnover intention. A total of 328 Korean casino dealers responded to a survey questionnaire developed to test the study model. Results showed that all internal service quality dimensions (i.e., training, communication, and perceived benefits) positively influenced job satisfaction, as did self-efficacy. Job satisfaction subsequently and concurrently influenced self-esteem and organizational commitment. Based on study findings, management can glean practical implications for enhancing the quality of effective communication strategies, career development programs, and empowerment.
Subject
Tourism, Leisure and Hospitality Management
Cited by
103 articles.
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