Variations in job satisfaction in service industries: Comparative international analysis

Marlena Bednarska , Małgorzata Szczyt


Purpose – The purpose of the paper is to identify individual, organisational and national factors that have differential effects on job satisfaction and its drivers in service industries. Design/methodology/approach – Based on data from the fifth European Working Condition Survey on ca. 17,000 business economy service employees in 34 countries, multivariate exploratory technique was used, namely classification trees. Findings – The study revealed that job satisfaction differs mostly among countries, occupations, employment contracts and earnings levels (whereas gender, tenure, age and sector do not play important role). Service employees rate highly health and safety aspect of their work and job content, the least satisfying dimensions are pay, job security and career prospects. Research limitations/implications – The study is based on secondary source of information and has a major disadvantage which is inherent in its nature – the analysis is limited to available data; thus, it is possible that other factors (not covered in the questionnaire) contribute to variations in job satisfaction and its drivers in service industries. Practical implications – Findings add to the understanding of the perception of well-being at work; service organisations could learn the factors that should be modified or emphasised in their human resource practices as well as recruitment strategy to attract and retain engaged and loyal employees who are ready to create and deliver value to customers. Originality/value – Although job satisfaction in service industries has been a focus for numerous studies, the issue of factors that have differential effects on well-being at work and its drivers in cross-national context has received relatively little attention from researchers
Author Marlena Bednarska (WGM / KT)
Marlena Bednarska,,
- Department of Tourism
, Małgorzata Szczyt (WE / KTPiPP)
Małgorzata Szczyt,,
- Department of Money Theory and Monetary Policy
Journal seriesForesight, ISSN 1463-6689, e-ISSN 1465-9832, (0 pkt)
Issue year2015
Publication size in sheets0.8
Keywords in EnglishService industries, Job satisfaction, European union, Job/organisation characteristic
ASJC Classification1803 Management Science and Operations Research; 2000 General Economics, Econometrics and Finance
Languageen angielski
Score (nominal)5
Score sourcejournalList
ScoreMinisterial score = 0.0, 14-07-2020, ArticleFromJournal
Ministerial score (2013-2016) = 5.0, 14-07-2020, ArticleFromJournal
Publication indicators WoS Citations = 1; Scopus SNIP (Source Normalised Impact per Paper): 2015 = 0.607
Citation count*19 (2020-09-11)
Share Share

Get link to the record

* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.
Are you sure?