Can't get no satisfaction: An examination of Gen Y work attitudes

Solnet, David and Kralj, Anna L. (2010). Can't get no satisfaction: An examination of Gen Y work attitudes. In: 2010 ICHRIE Conference Proceedings. International Council on Hospitality Restaurant and Institutional Education, San Juan, Puerto Rico, (1-9). 28-31 July 2010.

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Author Solnet, David
Kralj, Anna L.
Title of paper Can't get no satisfaction: An examination of Gen Y work attitudes
Conference name International Council on Hospitality Restaurant and Institutional Education
Conference location San Juan, Puerto Rico
Conference dates 28-31 July 2010
Proceedings title 2010 ICHRIE Conference Proceedings
Place of Publication Amherst, MA, United States
Publisher Hospitality and Tourism Management, University of Massachusetts Amherst
Publication Year 2010
Sub-type Fully published paper
Start page 1
End page 9
Total pages 9
Collection year 2011
Language eng
Abstract/Summary There is growing interest in better understanding the connections between the work environment as perceived by employees and important organizational outcomes such as customer satisfaction and customer loyalty. While there are a number of notable conceptual frameworks which seek to elucidate the connections between employee attitudes and customer outcomes, there have only been limited efforts by academics to utilize these principles in a hospitality industry context. The purpose of this paper is to review the broad framework of organizational psychology and its relevance to the hospitality, and more specifically, to introduce the concept of employee engagement. Survey responses of 264 employees from five hotels in Brisbane, Australia are analyzed, revealing that Gen Y employees are less engaged and less satisfied than non-Gen Y employees. Implications for practice and future research are suggested.
Keyword Employee engagement
Generation Y
Human resource management
Q-Index Code E1
Q-Index Status Confirmed Code
Institutional Status UQ
Additional Notes International CHRIE Conference-Refereed Track. Paper 4.

Document type: Conference Paper
Collections: Official 2011 Collection
UQ Business School Publications
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Created: Mon, 29 Nov 2010, 14:32:56 EST by Miss Anna Hood on behalf of School of Tourism