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Organizational Commitment in Hotel Industry
CHAPTER 1
INTRODUCTION
1.0 Introduction
This is our final thesis report as the partial fulfillment of the degree of Bachelors of
Business Administration from Army Public College of Management and Sciences. We
have conducted a research on the level of organizational commitment of the middle and
senior management of the hotel industry of Pakistan. For the purpose of research we have
selected four independent variables namely: job characteristics, supervisor support, career
opportunities and work life policies and we have studied the impact of all these
independent variables on the organizational commitment as the dependent variable.
Organizational commitment and all the independent variables are discussed in detail
below.
1.1 Organizational commitment
“The psychological attachment felt by the person for the organization it reflects the
degree to which the individual internalizes or adopts characteristics or perspectives of the
organization.”(O’ Rielly and Chatmann, 1986:493)“A psychological state that binds the
individual to the organization”(Allen and Meyer, 1990:14) “A bond linking of the
individual to the organization”(Matieu and Zajac, 1990:171) “Commitment is viewed as a
partisan, affective attachment to the goals and values of the organization and to one’s role
in relation to the goals and values for its own sake apart from its purely instrumental
worth.”(Buchanan II, 1974)
1.2 Variables
1.2.1 Job characteristics
A job design model that relates five core job dimensions to three psychological states and
several personal and organizational consequences.
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Organizational Commitment in Hotel Industry
1. Skill variety is the degree to which the job requires employees to use different
skills and talents to complete a variety of work activities.
2. Task identity is the degree to which a job requires completion of a whole or
identifiable piece of work.
3. Task significance is the degree to which the job has the special impact on the
organization or larger society.
4. Autonomy is the degree to which the job gives employees, the freedom,
independence, and discretion to schedule their work and determine the procedure
to be used to complete the work.
5. Job feedback is the degree to which the employees can tell how well they are
doing based on the direct sensory information from the job itself.(McShane and
Glinow, 2000)
1.2.2 Work family policies
Work/ life initiatives help the employees to balance their work and non- work roles by
providing a more flexible workplace for them.(McShane and Glinow, 2000)
The relationship between an individual’s work life and personal l life is known as the
work family policy.
These policies include:
1. Flexible work time
2. Job sharing
3. Telecommuting
4. Personal leave programs
5. Child care facilities etc.(Kreitner and Kinicki, 2001)
1.2.3 Supervisor support
Showing concern for the well being and needs of employees, being friendly and
approachable and treating workers as equals.(Krietner and Kinicki, 2001)
This behavior provides psychological support for subordinates. The leader is friendly and
approachable, makes the work more pleasant, treat employees with equal respect and
2
Organizational Commitment in Hotel Industry
shows concern for the status, needs and well being of the employees. Shortly, he is a
people oriented supervisor.(McShane and Glinow, 2000)
1.2.4 Career Opportunities
Career opportunities mean opportunities to grow and develop.(Krietner and Kinicki,
2001)
Career is the series of stages passed to achieve a certain position and the opportunities
availed through to a particular destination are called career opportunities.(McShane and
Glinow, 2000)
1.3 Broad Problem Area/Background
Organizational commitment is the collection of feelings and beliefs that people have
about the hotel sector as a whole. Workers are more likely to be committed to their hotels
when such organizations are socially responsible and demonstrate that they are
committed to their workers.
Workers who are committed to their organizations are less likely to quit and maybe more
likely to perform organizational citizenship behavior (OCB). Organizational commitment
is highly related to OCB which is above and beyond the call of duty.
Organizational commitment towards the hotel sector is the psychological attachment of
an employee to the hotel he works in. In today’s business environment, it is imperative
that hotel sector like all the other sectors of business learn to attract, motivate and retain
the key talent needed to meet the aggressive business goals. A committed workforce is
the hallmark of a successful hotel. Committed employees are more productive and work
with a focus on quality to increase customer satisfaction and the profitability of the hotel.
Quality workforce is required to be retained within the hotel sector as well, like all the
other sectors of business and in order to ensure quality workforce retention the hotel
should look after the interests of its employees. They should be offered with ever new
incentives to attract and retain desired work force, as work force of desired quality is the
3
Organizational Commitment in Hotel Industry
one that ensures success in the long run. So, hotels should also pay a special attention and
interest towards their employees. Loyal employees really are a big force but efforts are
needed to attain their loyalty. These efforts include many things e.g. supportive
supervisor, growth opportunities, balance between work and life and a flexible working
environment. The problem lies in the fact that many hotels are unable to produce loyal
employees till now. Employees always look for a better opportunity and as soon as they
get it they like to grab it. Usually the employees are concerned about their own careers
rather than their organizations. If the organizations take a step forward to look after the
interests of their employees by showing concern, only then the employees consider it
their duty to look after the interests of their organizations. Quite often it is noticed that
employees don’t have a good image of the hotel sector as for as career growth
opportunities are concerned. According to many researchers’ belief employees have this
feeling that career opportunities outside the hotel sector are great and not so within. So,
this perception of the employees and people in general are needed to be changed.
Although, hotel sector is doing well in some other areas that help to attract and retain
work force but career is one of the very important factors that are needed to be considered
by this sector of the market. This is necessary to change the common perception currently
prevailing and also to attract and retain some career oriented people towards this sector
too. As, generally the people are compelled to shift from here due to their career growth
concerns, they feel that there is not much scope and variety available in this sector of
business. When the organizations in the hotel sector will start to think about their
employees’ benefit, only then the employees feel that they owe some thing to their
organizations and that they should return it back what ever they have attained from their
organizations. So, by now we can very well sense the reality that it is a give and take
process.
Whenever the employees feel that they are valued by their organizations they tend to
value it too and vice versa. Considering this reality some of the organizations in this hotel
sectors are also paying due attention towards their career needs of the employees by
providing them different types of training and by grooming their employees but still this
sector is lagging behind many others the reason why people shift in search of better
4
Organizational Commitment in Hotel Industry
opportunities available in other sector. In other words generally the hotel sector is not
well known yet about the career facilities it provides for its employees. These areas are
certainly being considered now a days to survive as well as to earn a good name in
today’s competitive world.
Another area of the hotel sector which is not duely attended and unable to appeal the
employees of the hotel sector are their job characteristics. Employees in the hotel sector
usually do not find the characteristics of their job interesting. They also feel that there is
not much margin of innovation and creativity in their jobs rather, the jobs in the hotel
sector are likely to be more monotonous and repetitive. So, when the employees do not
find any sort of challenge in their job they often get bored and frustrated. Due to this
image about the job characteristics of the hotel people have started to believe that
working in hotel is typical, hectic and boring. This perception is needed to be dealt with
quickly if the hotel sector wants the employee commitment.
Although the hotel sector knows the importance of commitment and are also making lots
of efforts in ensuring it, but unfortunately they are not considering the various aspects of
commitment, not knowing that which ever area is being ignored by them accidentally or
intentionally, they are leaving behind a loop hole for the other sectors of business to
dominate upon them.
In today’s competitive environment where ever you lack you lose so, the aim should be to
cover all the probable aspects of commitment to ensure it truly to the hotel sector and no
loop hole should be left what so ever for the other sectors to dominate.
The success of the hotel sectors’ future business strategy depends a great deal on its
employee’s commitment level. It is for the organizational leadership to attract, motivate
and retain committed people for future business objectives. Organizational leadership of
the hotels need to create the understanding that it is only an employee’s total commitment
that will get translated into greater productivity and a very high level of quality service,
which ultimately affects the bottom line.
5
Organizational Commitment in Hotel Industry
Maintaining the commitment of individuals is imperative to an effective hotel industry.
Commitment is crucial for the employees of the hotel sector in general and the managers
in specific because:
The commitment of managers is essential for survival and effectiveness of the large
organizations because the fundamental responsibility of the management is to
maintain the organization in the state of health necessary to carry on its work.
Effective management thus presupposes a proprietary concern, a sense of
responsibility for the dedication to sustaining the well being of the organization. In the
absence of ownership as a motive for such creative and modern organization have the
necessity turned to the deliberate creation and protection of committed elites. (Perrow,
1972)
1.4 Problem statement
We have selected the hotel sector of Pakistan because after analyzing the current scenario
and reviewing articles we came across to the problem that is the hotel sector employees
showed low organizational commitment. The reason behind this behavior is that
employees are not getting career opportunities for their further professional growth. On
the same side work life policies are according to the employee’s requirement which really
made the employees to switch from organization to organization.
In today’s business environment, it is imperative that hotel sector like all the other sectors
of business learn to attract motivate and retain the key talent needed to meet the
aggressive business goals.
The problem lies in the fact that many hotels have been unable to produce loyal
employees as employees always look for a better opportunity and as soon as they get it
they like to grab it. (Perrow, 1972) Quite often it is noticed that employees don’t have a
good image of the hotel sector as for as career growth opportunities are concerned
(Swailes, 2004). The success of the hotel sectors’ future business strategy depends a great
deal on its employee’s commitment level.
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Organizational Commitment in Hotel Industry
1.5 Research Questions
Following questions will be addressed
1. What are the determinants of organizational commitment in Hotel industry?
2. What steps the hotels should take to ensure the commitment of their employees?
3. After how much time an audit is conducted in hotels to check the satisfaction level of
the employees?
4. What are the common reasons behind employees leaving their organizations and
shifting to the others in hotel industry?
5. What is the annual rate of employees leaving their organizations in the hotel sector?
1.6 Rationale of the study
The rationale of the study is to investigate the affect of certain variables i.e. job
characteristics, supervisor support, career opportunities and work life policies on the
organizational commitment of employees of the hotel sector of Pakistan. How the levels
of employee commitment in the hotels differ due to the above mentioned factors and how
the commitment among employees of the hotels can be enhanced by using them in favor
of the employees.
1.7 Significance of the study
The significance of this study is that organizational commitment plays a crucial role in
the overall success and productivity of the hotel sector like all the other sectors of
business. Hence, organizational commitment is crucial for all the sectors of business but
the fact is that many organizations do not pay much attention towards ensuring
organizational commitment. So, this study addresses and emphasizes the fact that
committed and loyal work force can do wonders for the organizations in general and
hotel sector in special. So, if the hotel sector wants to get the best out of its employees
then it should make sure a well committed work force.
1.8 Objectives of the study
The objectives of the study are as follows:
1. Study organizational commitment level of the senior and middle managers of the
Hotel sector of Pakistan.
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Organizational Commitment in Hotel Industry
2. To ascertain stresses and pulls on the middle and senior management of the hotel
industry.
3. The scope of expansion at middle and senior level manager in Food & beverage
areas of hotels.
4. To give suggestions in the light of findings for increased organizational
commitment for the hotel industry of Pakistan.
5. To study the methods adopted by organization to cultivate commitment among
the focused level of management and ensure its maintenance.
1.9 Summary Chapter 1
Organizational commitment to the hotel sector is the collection of feelings and beliefs
that people have about the hotel sector as a whole. Organizational commitment towards
the hotel sector is the psychological attachment of an employee to the hotel he works in.
Committed employees are more productive and work with a focus on quality to increase
customer satisfaction and the profitability of the hotel.
Quality workforce is required to be retained within the hotel sector as well, like all the
other sectors of business and in order to ensure quality workforce retention the hotel
should look after the interests of its employees. Quite often it is noticed that employees
don’t have a good image of the hotel sector as for as career growth opportunities are
concerned. Employees have this feeling that career opportunities outside the hotel sector
are great and not so within. Employees in the hotel sector usually do not find the
characteristics of their job interesting. This perception is needed to be dealt with quickly
if the hotel sector wants the employee commitment.
The success of the hotel sectors’ future business strategy depends a great deal on its
employee’s commitment level. Maintaining the commitment of individuals is imperative
to an effective hotel sector. Commitment is crucial for the employees of the hotel sector
in general and the managers in specific because:
8
Organizational Commitment in Hotel Industry
The significance of this study is that organizational commitment plays a crucial role in
the overall success and productivity of the hotel sector like all the other sectors of
business. Hence, organizational commitment is crucial for all the sectors of business but
the fact is that many organizations do not pay much attention towards ensuring
organizational commitment. So, this study addresses and emphasizes the fact that
committed and loyal work force can do wonders for the organizations in general and
hotel sector in special. So, if the hotel sector wants to get the best out of its employees
then it should make sure a well committed work force.
9
Organizational Commitment in Hotel Industry
CHAPTER 2
LITERATURE REVIEW
2.1 Introduction
The world’s economy is going through massive change. There is a shift from
manufacturing to services. Burack and colleagues propose that change is motivating
manager’s to fit their organization’s structure, culture and management’s processes to the
demand of the external environment. Internally the change is viewed as motivating the
implementation of participative management and employee involvement processes which
lead to high employee commitment to the organization and high employee performance.
Through these processes management and employees are said to enter a new
psychological construct that extend far beyond the traditional exchange of labour theory.
In a widely accepted paradigm in organization theory, organizations and their members
are seen in an exchange relationship .Each party makes certain demands on the other
while providing something in return. (Angle and Perry, 1981) Organizational
commitment is a desired outcome of human resource management (HRM) strategies
given its links to positive attitudes and behavior in the pursuit of change. (Swailes, 2004)
These findings may reflect that extrinsic motivation factors have not been effectively
used in the public sector as a means of enhancing organizational commitment and
improving organizational performance. (Moon, 2000)
2.1.1 Organizational Commitment and the Changing World of Work
According to Baugh and Roberts (1994) it is apparent that the nature of the workforce is
changing. Trend includes increasing levels of education, increasing professionalism, and
decreasing organizational loyalty among the workforce. These trends may not be
independent that is increasing levels of education and professionalism might contribute to
generally reduced commitment and loyalty to employers.
10
Organizational Commitment in Hotel Industry
2.1.2 Organizational Commitment and Hospitality Industry
In a global service economy the workplace is changing. With tremendous increase in the
service sector, decreasing labor pools and increasing demands for services. Satisfied and
committed employees contribute to the success of any hospitality company. (Smith,
Gregory & Canon, 1996).Hospitality companies must be sensitive to their employees’
needs in order to provide satisfaction and commitment. (Smith, Gregory & Canon,
1996). The construct of organizational commitment is of particular relevance to the
hospitality industry, which is a service oriented industry with high employee turnover.
(Tanke, Delmar & Albany, 1990)
Hotel managers usually do not assume responsibility for high employee turnover and put
all the blame on macro economic, social or political factors. Can these factors, in fact, be
considered the only and principal reason accounting for high employee turnover? Is there
really nothing managers can do to avert employee turnover and bear considerable
corporate responsibility for the situation (Kazlauskaite, Buciuniene & Turauskas,
2006).
A committed member's definite desire to maintain organizational membership would
have a clear relationship to the motivation to participate. Willingness to exert
considerable effort on behalf of the organization and the belief in and acceptance of the
organization's goals, in combination, have implications for the member's motivation to
produce for the organization. (Angle and Perry, 1981)
Several measures of organizational effectiveness would be sensitive to differences in the
levels of commitment of the members of the organizations studied. Thus, it was
hypothesized that organizations whose members were strongly committed would have
both high participation and high production. Such organizations were therefore expected
to show relatively low levels of absenteeism, tardiness, and voluntary turnover, and high
levels of operating efficiency. In addition, in keeping with the view that committed
employees will engage in spontaneous, innovative behaviors on behalf of the
organization, it was anticipated that, within limits, organizational commitment among the
11
Organizational Commitment in Hotel Industry
members would facilitate the ability of an organization to adapt to contingencies. The
adaptability-commitment relationship would not actually be expected to be monotonic
over all possible levels of commitment. (Angle and Perry, 1981).
For over a decade the concept of organizational commitment has received considerable
attention from both managers and social scientists. This concern is reflected in the large
number of theoretical and empirical works that focus on the topic. The great interest in
organizational commitment appears to stem from its reported relationship with several
important employee behaviors. (Mottazz)
Employees generally enter with the belief that there is limited career development and
promotional opportunity. The hospitality industry, and in particular five-star hotels,
cannot afford excessive turnover. The findings indicate that the dual commitment of
employees to the organization and union leads to lower turnover. The key to employee
commitment, however, lies with job satisfaction. Job satisfaction was affected by role
conflict and promotional opportunity. Several strategies can be proposed to increase job
satisfaction and therefore reduce employee turnover. The first is to provide greater
variety in employees’ work. This strategy links with the variable of career development
and the importance of training. As it is important to have compatible job demands, there
is also a need for explicit, accurate job descriptions and clear reporting policies, which
should lead to greater role clarity and increased retention. (Iverson and Deery, 2002)
2.1.3 Hotel Industry
Findings indicate that frontline hotel employees who cannot establish a balance between
a family and social commitments and prescribed job related tasks are unable to perform
effectively in the workplace. Frontline hotel employees are expected to deal with a
number of customers’ needs and requests. Once they are more involved in family and/or
social commitments, they cannot meet the expectations of their managers and exert
adequate time and energy into dealing with customers’ needs and requests. Consequently,
they become ineffective performers. (Karatepe and Kilic, 2005)
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Organizational Commitment in Hotel Industry
2.2 Organizational Commitment
Commitment is the degree to which individuals become attached to an organization as the
result of investments (time, effort, identification, rewards, and such), as reflected by their
intent to remain with the organization.
Commitment refers to the extent to which the individual perceives that he or she is
bound, tied, or locked into a certain organization because of the potential loss of valued
investments, and perception which results in a propensity to stay. (Mottazz, 1989)
Organizational commitment and task commitment are combined in the definition of
commitment that is used in our study, where commitment is defined as “a sense of loyalty
to and identification with the organization, the work and the group to which one belongs.
This feeling is expressed in the motivation to bring effort into one’s work, the motivation
to take responsibility and a willingness to learn. A precondition is that the employee is
well informed and is involved in decision-making processes. (Nijhof, Jong & Beukohf,
1998)
Commitment influences behavior independently of other motives and attitudes and might
lead to the persistence in the course of action even in a face of conflicting motives or
attitudes. Thus commitment leads individuals to behave in ways that from the perspective
of neutral observers might seem in contrast to their own self interest. e.g. a temporary
employee who is productive despite having no job security. (Meyer, Herscovitch, 2001)
Commitment strategies shape desired employee behaviors and attitudes by forging links
between the organization and employee goals. Thus the focus is on the developing
committed employees who can entrust to use their discretion to carry out job tasks in
ways that are consistent with organizational goals.
13
Organizational Commitment in Hotel Industry
Employee retention, productivity, quality and corporate financial success are
characterized as high performance, high commitment strategies (Tusi et al, 1995). Such
strategies will empower employees and help them to participate in decision making. The
empowerment should increase the business competitiveness.
The consequences of organizational commitment benefit the organization in terms of
increased job performance , intention to stay, increase in attendance loyalty decrease in
turnover, greater creativity, more cooperation( particularly across discipline specialties)
more volunteerism and more time devoted to productive work on behalf of the
organization. (Dockel, 2003)
2.3 Identifying Variables
The basic independent variables identified for our research are:
1. Job characteristics
2. Supervisor support
3. Career opportunities
4. Work life policies
2.3.1 Job Characteristics
The job characteristic model acknowledges the role that individual differences play in
determining how workers respond towards the design and characteristics of their job. To
see how individual differences interact with job design
The job characteristic model helps to explain why employees may respond some what
differently to an increase in some of the core characteristics of their jobs. The model
identifies three types of individual difference that affect the relationship between the core
dimensions and the psychological states and the relationship between the psychological
states and outcomes. (McShane and Glinow, 2000)
The nature of those relationships depends on the following:
1. Growth need strength is the extent to which an individual wants his work to
contribute to personal growth, learning and development. When an individual
14
Organizational Commitment in Hotel Industry
wants his work to fuel personal growth, both relationships in the model are
stronger. Such individuals are expected to be especially responsive both to
increased levels in the core dimensions and to the critical psychological states.
2. Knowledge and skills at an appropriate level enable workers to perform their jobs
effectively. When workers do not have the necessary knowledge and skills, the
relationships may be weak, nonexistent, or even negative. Once the job is
redesigned, he may become frustrated because his lack of knowledge and lack of
skills prevent him from performing well. As a result, his intrinsic motivation and
job satisfaction will probably suffer, and he will be unable to perform the more
complicated job.
3. Satisfaction with the work context describes that how satisfied workers are with
extrinsic outcomes they receive from their jobs. Hackman and Oldham reasoned
that when workers are dissatisfied with their jobs they spend much of their
energies in overcoming the dissatisfaction with the context and are not able to
appreciate and respond to the potential for intrinsic motivation or commitment on
their jobs. When satisfaction with the work context is high the relationships are
expected to be strong, when context satisfaction is low they are expected to be
weak.
The intrinsic task rewards of autonomy, significance, and challenge tend to increase
employees' behavioral involvement, which appears in turn to lead to greater attitudinal
commitment as employees develop attitudes consistent with their behavior. (Mottazz,
1989)
The job should be rewarding. It should be designed to maximize skill variety, task
significance, autonomy and feedback, and should provide opportunities for learning and
growth. A very varied and interesting job will take time to learn and will provide the job-
holder with a feeling of ownership of the job that no one else can fill his or her shoes
immediately. The job-holder will not willingly leave such a job and may also feel that he
15
Organizational Commitment in Hotel Industry
or she is causing their employer difficulties in filling the post if they resign. (Curtis
&Wright, 2001).Important correlations with commitment are job interest (r = 0.40),
variety (r = 0.35), autonomy (r = 0.23), and feedback (r = 0.29). It is striking that the
average scores on these characteristics are relatively low. This means that a lot of
improvements in commitment can be made when more attention is paid to these factors.
(Nijhof, Jong & Beukhof, 1998)
Perhaps most important to students of communication, identifying allows people to
persuade and be persuaded. Thus, it seems obvious that identification can help employees
in organizations as well as organizations themselves to be better off in terms of well-
being, job satisfaction, and productivity. It flows directly from the findings of the present
study that human resources policies and practices fostering commitment are not
necessarily increasing identification because commitment and identification develop on
different bases. Thus, practitioners should always ask themselves whether they want to
increase commitment (and which forms of it) or identification. (Wagner, Dick and
Gautam, 2004)
Certain role factors such as tenure and work overload and personal factors such as
attitude toward change and job involvement are strong influences on commitment. If role
conflict or overload increased, the change-oriented manager's exchange equation would
permit easier exit from the situation.
Job involvement is also a strong positive predictor underlining the importance of
psychological predispositions towards work. In addition the positive influence of the skill
level of subordinates suggests that job content can also be an important influence on
organizational commitment. (Stevens, Beyer and Trice, 1978)
This article investigates the interrelationship between individual characteristics, work
rewards, work satisfaction, and organizational commitment. Generally, the data suggest
that individual characteristics have very little impact on either satisfaction or
16
Organizational Commitment in Hotel Industry
commitment; however, it appears that satisfaction has a significantly greater effect on
commitment than the reverse.
The intrinsic rewards of task involvement, task significance, and task autonomy have by
far the greatest influence on satisfaction and commitment, accounting for approximately
56 % of the explained variance in satisfaction and 31% in commitment. The results
further indicate that work rewards, and in particular intrinsic rewards, are the key
predictors of work satisfaction. Moreover, intrinsic rewards are important predictors of
organizational commitment. These findings suggest that efforts to increase satisfaction
and commitment should be focused on the task or job itself.
As a final point, some difficulty was encountered in establishing the possible causal
ordering of work satisfaction and organizational commitment. (Mottaz, 1987)
2.3.2 Work life policies
The quality of work life has to be taken seriously by employers. Desire for a good
quality of work life has led to increased interest in employee job satisfaction and
organizational commitment. When an employee’s expectations regarding fulfillment of
important needs are met by the organization, an exchange between needs and rewards has
occurred and commitment to the organization is, therefore, expected to increase.
(Kenneth, Susan & Debby, 1996)In recent years, achieving a better work-life balance has
become increasingly important for many employees. Some organizations have improved
retention by offering staff more flexible working options and by implementing other
family-friendly policies.
Managers and other key staff should possess an understanding of the value of employee
retention and commitment and how it can be achieved. Policies and activities to
encourage staff loyalty and stability should be integrated into the culture and everyday
life of the organization, so that committed employees are the norm, rather than the
exception. Fully committed individuals have a desire to maintain membership in the
organization, believe and accept the values and goals of the organization, and are willing
17
Organizational Commitment in Hotel Industry
to exert effort on behalf of the organization. They should be treated as a precious resource
to be nurtured and retained for the benefit of all members of the organization (Susan and
Dennis, 2001) Work/life policies include flexible work scheduling (e.g. part time work,
job sharing variable starting and quitting times), family leave policies allowing periods
away from work for employees to take care of the family matters, an child care assistance
(e.g. referral service, on-site or off-site care centers) (Grover & Crooker, 1995).
Academics, policy makers, and human resource professionals advocate flexibility
policies as a way to help employees balance work and family and to promote a more
committed workforce for employers. This mutually beneficial scenario assumes that
employees are interested in work- family policies and perceive themselves as being able
to use the
The business case rests on three key assumptions: that employees desire work-family
policies and would be interested in using them if available, that employees perceive
themselves as able to use these policies, and that employees repay employers who
provide work-family policies with higher levels of commitment.
Work-family policy interest, usability, and effects on commitment have provided
valuable information. In fact, if firms offer corporate programs on paper but make it
impossible for workers to use them, they may undercut the very loyalty they are trying to
induce.
These policies include flextime, in which employees decide when to start and stop
working, and flex place or telecommuting, which allows employees to conduct some of
their official business at home.
The dedication of high-skilled and expensive-to-replace respondents is essential to the
firm's success in meeting the challenges of the fast- changing, global marketplace. These
items were worded as "Flextime: Employees determine the hours at which they start and
stop working" and "Flex place/ telecommuting.
18
Organizational Commitment in Hotel Industry
Those who express no need for or interest in flextime policies are older, work longer
hours, have higher salaries, and are more likely to be supervisors. They are also more
likely than members of the other two groups to have a homemaking spouse.
Older workers and supervisors are less likely to express need for or interest in flex place
policies than are other workers. Interest in these policies is significantly lower among
those in staff positions and in work groups with longer average tenure. Those
uninterested in flex place policies also report higher levels of organizational commitment
than do other groups. (Loy and Wharton, 2004).
The results of this study indicate that work–family conflict is a significant predictor of
job satisfaction, while family–work conflict is not. In addition, the hypotheses that job
performance exerts a significant positive effect on job satisfaction and job performance
and job satisfaction depict significant positive associations with organizational
commitment. (Karatepe and Kilic, 2005)
The study shows that (for this population at any rate) it is the longer-term factors, such as
family, career and organizational issues, which have the major influence on
organizational commitment. The same factors are important in shaping organizational
commitment whatever the career stage. Making things easier for the family is obviously
important here. As long as potential or actual conflict between career and family remains
high, organizational commitment will tend to be eroded.(Jans, 1989)
2.3.3 Career Opportunities
When a person is considering a long-term tenure to an organization, the notion of career
prospects becomes an important link between that person and that organization. The
chances of development and advancement within the organization over a long period may
be an incentive to join it or remain with it and, later, expertise gained in that organization
becomes a foundation for further work within it or may even be a factor perceived as
limiting the person's employability outside the organization (Becker, 1960). Good career
19
Organizational Commitment in Hotel Industry
prospects and possibilities for further training and education are found to be related to
commitment (Caldwell et al., 1990)
Career opportunities can be provided by an employer by:
1. providing employees with wider experience
2. introducing more systematic procedures for identifying potentials
As assessment or development centers:
1. encouraging promotion from within
2. developing more equitable promotion procedures
3. providing advice and guidance on career paths (Curtis &Wright, 2001)
The multidimensional nature of career motivation suggests that motivational strategies
will have to deal with broad sets of variables. For example, a new pay system may be
designed and implemented along with a career development program, a supervisor-
subordinate joint goal setting process, and new transfer and promotion policies as an
integrated system. (London, 1983)
A 'career' within the organization will frequently imply a longer time frame than will a
'job' (Van Maanen, 1977) and a person may experience more than one 'career' within the
one organization (Hall, 1985): as Goffman (1961) puts it, a career can be based on one or
more of the significant roles which a person plays over life.
It is likely, therefore, that career prospects within the organization will shape organization
commitment as much as, if not more than, job satisfaction or job involvement. Career
prospects may include assessments about promotion chances, likelihood of future job
satisfaction in either the current job or other jobs in the same organization, or even simply
the chance of keeping a job in that organization. Human resource policies as the attention
that is given to individual career prospects and the possibilities for further education turn
out to have a moderate correlation with commitment (r = 0.29 and r = 0.25).(Nijhof, Jong
& Beukhof, 1998)
20
Organizational Commitment in Hotel Industry
As Steers and Mowday (1981) point out, a person may be prepared to tolerate short-term
job dissatisfaction if he or she feels confident about longer-term prospects with the
organization; and, in addition, a person may be reluctant to tie him/ herself
psychologically with an organization in which his or her future seems bleak. But, even
though it is expected that career prospects will be a major influence on organizational
commitment, the latter may also be affected by a person's job involvement (feelings about
the position currently occupied).
As Van Maanen (1977) points out, careers researcher should look at not just the
individual in the career but also the occupational/organizational setting in which that
career takes place. One aspect of this setting is the person's view of the organization he or
she is working for.
A person's perception of the organization's future may affect his or her feelings about it.
On the one hand, a threat to the organization may stimulate commitment: people may be
willing to make sacrifices or work harder to help the organization survive in a critical
period. One the other, they may see an organization which has an uncertain future as
being an undesirable place to invest their own futures. The perceptions of the
organization's future may arise from assessments either that the organization is poorly run
(organizational effectiveness) or that the market support for that organization is declining
(market support). This may be similar in its effects to those of career prospects argued
earlier: that people may be reluctant to tie themselves to an institution in which the future
is bleak. (Chay and Aryee,1999)
Research on adult development (Brim, 1976; Farrell and Rosenberg, 1981; Gould, 1978;
Levinson et al., 1978; Lowther, Coppard, Gill and Tank, 1982; Murphy and Burck, 1976)
suggests that there is a 'life cycle' effect in work adjustment. Firstly, different 'factors or
issues may have differing degrees of importance for a person, depending on what life
stage he or she is in. For example, the Levison et al. study indicated that there are two
important stages of 'transition' in men's lives - the late 20s-early 30s and the early 40s -
where a man questions his existing life structure and may begin to change it if it is not
21
Organizational Commitment in Hotel Industry
appropriate to his wants and goals. Levinson et al.'s findings are supported by those of a
study of 35-54-year-old men who changed from high to lower status careers (Thomas,
1979). A majority of those in 'mid-life'(40-45 years old) changed to find more meaningful
work and for a better fit between personal values and their work. Another study of career
changers showed that managers who changed jobs when in the age group 35-39 years
tended to do so for 'career advancement' factors (e.g. to gain greater promotion potential),
in contrast to those in two older age groups (40-49 and 50 and over) who were more
likely to place importance on 'non-advancement' factors e.g. having special qualifications
for the job, having proven ability for the job, desirability of location and cost of living in
the new location (Hill and Miller, 1981). And other studies or reviews tell a similar story:
intrinsic job characteristics appear to have a greater impact on the performance and
attitudes of young workers than on senior employees (Lowther et al., 1982; Rabinowitz
and Hall, 1981)
Commitment-relevant experience is defined at each of three stages of managerial tenure.
Stage one is the first year of organizational membership. Stages two and three correspond
to years two through four and years five and beyond, respectively.
Another characteristic of managers in the middle of the second stage, particularly before
achieving significant accomplishments, will be uncertainty regarding the suitability of the
career choice. Thus, experiences which reinforce the occupational self-image may well
contribute to the growth of organizational commitment. These might include interaction
with a supportive peer group which anchors favorable attitudes toward the organization
or reassurances from superiors. (Buchanan, 1974)
2.3.4 Supervisor SupportFriendly and supportive relationships with coworkers and supervisors tend to lead to
greater social (behavioral) involvement in the organization; this involvement would also
seem to lead to greater attitudinal commitment (Mottazz, 1989)
22
Organizational Commitment in Hotel Industry
Matched data collected from 143 employees and their immediate supervisors of a private
sector organization indicated that employee perceptions of procedural justice were only
related to supervisor-rated affective commitment among employees with a strong
exchange ideology.
Overall, these results suggest that management practices that promote perceptions of
procedural justice are likely to enhance commitment among employees sensitive to social
exchange. Practices that enhance the social exchange between the employee and
employer may not only help individual managers’ build commitment among key
employees but also yield a competitive advantage. (Andrews, Kaemar and Witt, 2001).
The study suggests that the quality of exchange relationships affect subordinates’
commitment and good will. For the supervisors, leadership training that emphasizes the
importance of mentoring, human relations skills, joint development of goals, and
effective interpersonal communications would be helpful. Career planning and
development seminars and workshops would benefit subordinates. Supervisors are
positive influences on their subordinates. Supervisors should provide equal training and
career development plans to all subordinates, and recognize each employee’s potential
and capabilities to encourage an organizational culture. (Truckenbrodt, 2000)
The research findings indicate that an increase in how supportive a supervisor is
perceived by an employee is accompanied by an increase in the employee’s commitment.
Increased perceived supervisor support, however, was associated with higher
performance ratings. (Soulen, 2003). Public accountants revealed a cluster (called the
locally committed) with above average commitment to the work group and to the
supervisor but below average commitment to the organization and to top management.
Public accountants were 0.33% committed to organization. (Swailes, 2004)
The strength of the relationship between commitment and performance is asserted to
depend on the amount of variance in commitment. However, goal setting plus self generated
feedback led to higher organizational commitment and performance than did goal set-ting plus
23
Organizational Commitment in Hotel Industry
feedback given by the supervisor. It seems clear that productive goal setting for self and
others (including identifying the organizational mission or purpose) is a key activity of
successful managers and leaders. (Locke, Latham and Erez, 1988)
In effect the influence of politics in management policies, personnel decisions, and other
matters alienates the individual from the organization creates a sense of unfairness in
exchange relations. The role of supervision is creating a supportive and a productive
social environment is a vital determinant of both commitment and its outcomes. (Balfour
and Wechsler, 1996)
The present study explored the role of supervisory support in explaining the link between
teamwork and satisfaction. Even though supervisory support was less important in
companies where there was greater use of teams, this support was still positively related
to satisfaction. (Griffin, Patterson and West, 2001)
Some correlation results identified by Iverson and Deery form their research,
organizational commitment shows (r=0.22) with supervisor support, (r= -0.34) with
routinization, (r=0.34) with promotional opportunity. For career development and job
opportunity correlation was 0.33 and -0.16 respectively.
Research on organizational commitment was conducted by Andreas Dockel. He selected
those independent variables which are also a part of our study. The correlation results of
independent variables by Dockel were (r=-0.083) for job characteristics, (r=0.360) for
supervisor support, (r=0.344) for career opportunities and (r=0.312) for work life
policies.
He conducted his research on three types of commitment affective, normative and
continous. Among these affective commitment results are useful for us.
The value of R square according to the regression results of Dockel’s research for
affective commitment is 38%.
24
Organizational Commitment in Hotel Industry
2.4 Commitment and Managerial Level
There are three variables that are associated with the commitment of all employee
groups: rewards and recognition, communication and work-life balance. Evidence for the
importance of satisfaction with rewards and recognition is strongest for managers and
professionals. There is some evidence that company efforts to help employees achieve a
balance between work and home life is linked to the commitment of employees in all
three groups. Involvement is important for managers and professionals, but interestingly
not for workers. Satisfaction with career opportunities and performance appraisal is linked
to only one group, while there are no associations between commitment and satisfaction
with training, performance-related pay and team working.
Managers’ commitment is associated with satisfaction with four HR practices, but is
distinctively linked to their interest in internal career opportunities. This is a consequence
of the expectations this group of employees hold about the nature of their job and their
relationship with their employer. This issue has been discussed extensively in terms of
the employees’ psychological contract and OCB, where ’perceived organizational
support’ is a key concept in explaining the antecedents of OCB through a process of
social exchange.( Kinnie, Hutchinson, Purcell, Rayton and Swart, 2005)
Having a stable work force provides for greater continuity and consistency in provision
of services and response to the public. Greater employee commitment, satisfaction, and
cohesion should result in lower turnover, less absenteeism, and higher morale and should
enhance the organization's ability to provide a high level of service. Managers in
organizations desiring to create greater levels of commitment, satisfaction, and cohesion
should begin a concerted effort to be more people oriented, encouraging, equitable,
trusting, and allowing of greater personal freedom. (Box, Dunn and Odom, 1990)
A common element in this literature is the contention that higher levels of performance
and productivity result when employees are committed to the organization, take pride in
organizational membership, and believe in its goals and values
25
Organizational Commitment in Hotel Industry
Weaker but still significant relationships existed with satisfaction with supervision.
Organizational support and social satisfaction were both significant, with signs in the
expected direction, indicating that they have a positive effect on organizational
attachments derived from feelings of affiliation, or identification commitment.
The findings of this study suggest that employee commitment and attachment to the
organization can be increased through efforts to improve the organization's social
atmosphere (Danny and Barton, 1991)
The findings also show that the commitment measure used strongly affects the magnitude
of the relationship. The findings of this study show that organizational commitment and
turnover are both dynamic concepts. (Cohen, 1996)
2.5 Retaining Employees - The Fast Track to Commitment
People leave their jobs for health reasons, family and other personal reasons, career
moves and retirement, and this turnover provides the opportunity for existing staff. The
cost of replacing leavers can be high; the cost of recruiting new staff can be up to 150
percent of annual salary for key staff. In addition to financial costs there is the loss of
skills, knowledge, experience and the investment in training. Also, there is the disruption
to the work and staff as well as the effect on staff morale. The financial costs associated
with turnover can be categorized as follows:
Separation costs (for example, administration time, pay for leave not taken, and time for
exit interviews, managers’ time).
1. Temporary replacement costs (for example, overtime, agency fees, administration
time, training).
2. Recruitment and selection costs (for example, advertising, agency fees,
administration time for processing applications, conducting interviews,
administering selection tests).
3. Induction and training costs.(Susan Curtis, and Dennis Wright, 1997)
26
Organizational Commitment in Hotel Industry
CHAPTER 3
RESEARCH METHODOLOGY
3.1 Introduction
In this chapter the research methodology used is quantitative in nature. Other factors such
as sample and sampling techniques, data collection and methods to analyze and interpret
data are discussed.
Research is a creative activity and there are different forms of research resting on
different combinations of paradigms, purpose, technique and situations.
Quantitative research is used to presents a vast array of social and individual objects,
objects and processes, both tangible and intangible. It begins with the series of
predetermined categories, usually embodied in standardized quantitative measures and
used to make broad and generalizable comparisons. (Terre Blanche & Durrheim 1999:72)
3.2 Characteristics of the target population
Population: Middle and Upper level management at Hotel Industry of Pakistan
Marriot hotel Islamabad
Pearl Continental hotel Rawalpindi
Serina hotel Rawalpindi, Gilgit
Total population or middle or upper level managerial cadre of these hotels is about …..
3.3 Sample size
Total sample size is 200; we have collected data from 107 out of 121 distributed
questionnaires. Including 30 employees on average from each hotel.
The total number of employees used in this research amounts to 107. The target
population is described in the following tables
27
Organizational Commitment in Hotel Industry
: 3.3.1 Tenure
Table 3-1 Frequency: Tenure
Tenure (years) Frequency Percentage
1-5 48 44.8
6-10 24 22.4
11-15 10 9.3
16-20 14 13.0
21-25 6 5.6
26-30 5 4.6
total 107 100
According to the table 44.8% of employees have 5 or less years of organizational tenure
with the organization with (n=48). And a very small 4.6 % of employees having a longer
tenure with the organization with (n=5). This indicates relatively short job history at these
organizations.
3.3.2 Qualification
Table 3-2 Frequency: Qualification
Qualification Frequency Percentage
Master 50 46.7
Bachelor 53 49.5
others 4 3.7
Total 107 100
From table it is clearly represented that 49.5% of employees working in organizations
hold bachelors degree (n=53). A very small percentage is shown for other qualifications
which include employees with Higher Secondary School Certificate. This was the
minimum level of education present in these organizations. None of them was holding a
Doctoral degree o equivalent
28
Organizational Commitment in Hotel Industry
3.3.3 Home language
Table3-3 Frequency: Home Language
Home language Frequency Percentage
Punjabi 28 26.1
Urdu 51 47.6
.Pushto 11 10.2
Shina 4 3.7
Hindko 9 8.4
Potohari 2 1.8
Others 2 1.8
Total 107 100
According to the table 47.6% of the respondents are Urdu speaking employees (n=51)
and 26.1% (n=28) are Punjabi speaking. Other than these two languages Pushto was the
language with maximum % among Shina, Hindko and Potohari. By observing the table of
Home Languages, it indicates that Hotel industry is open to people from different parts of
country and they welcome diversification in their organization.
3.3.4 Marital status
Table 3-4 Frequency: Marital status
Marital status Frequency Percentage
Married 74 69.1
Single 33 30.8
Total 107 100
According to table 69.1% of the respondents are married (n=74), and 30.8% are single
(n=33). The majority thus has spouses and is part of family unit.
29
Organizational Commitment in Hotel Industry
3.3.5 Gender
Table 3-5 Frequency: Gender
Gender Frequency Percentage
Male 84 78.5
Female 23 21.4
total 107 100
According to the table 78.5% of the respondents are male (n=84), and females represents
21.4% (n=23) of the total respondents.
3.3.6 Age
Table 3-6 Frequency: Age
Age Frequency Percentage
20-25 15 14.0
26-30 32 29.9
.31-35 24 22.4
36-40 9 8.4
41-45 13 12.1
46-50 6 5.6
51-55 4 3.7
56-60 4 3.7
Total 107 100
According to the table 29.9% of respondents are between the ages of 26-30 (n=32) which
indicates that many of the respondents are relatively young.
3.4 Sampling Technique
Sampling is a process used to select cases for inclusion in a research study. A purposive
sample is a sampling technique that selects non-randomly from the population, but fro a
particular reason. (McBurney, 1994:203)
30
Organizational Commitment in Hotel Industry
The sampling technique we used in our research is PURPOSIVE in nature. As we are
collecting data from employees who are performing their jobs at a particular level .i.e.
middle and upper level management
3.5 Research Design
The design of the study is SURVEY in nature. Only 3 hotels in Rawalpindi, Islamabad,
and Gilgilt were chosen. The HRM managers and other references in the hotels were
approached to determine whether they would give the permissions conduct the research
for that reason we had permission letter from our institute to the operation managers of
the organization to cooperate with the students. Due to references in hotels employees
have given their output in research in form of questionnaire.
The questionnaires were distributed by self and they were requested to return
questionnaire within a week time.
The survey design was selected because it is the best method to describe the existing
characteristics of group of people. A survey is a way of obtaining self reported
information about the attitudes, beliefs, opinions, behavior or other characteristics of a
population.
3.6 Research Instrument
A questionnaire can be defined as a group of written questions used to gather information
from respondents, and it is regarded as one of the most common tools for gathering data
in social sciences. A questionnaire usually consists of number of measurement scales as
well as questions that elicit demographic information of the respondents.( Vogt.1933,
referenced in Terre Blanche & Durrheim, 1999:293)
.
Questionnaire was used as a research instrument for data collection and each
questionnaire includes 38 questions.
31
Organizational Commitment in Hotel Industry
3.7 Type of Instrument
There are many scales to measure organizational commitment. The best known is the
organizational commitment questionnaire (OCQ). Following scales were used for:
1. Qualification Category scale
2. Language Category scale
3. Marital status Dichotomous scale
4. Gender identification Dichotomous scale
5. four different variables Likert scaling
Questionnaire for variales used 5 point Likert type scales to measure respondent’s
possible responses from strongly agree to strongly disagree coded from:
Strongly agree Agree Neutral Disagree Strongly disagree
01 02 03 04 05
3.8 Data collection
Two types of data were collected
1. Primary data
2. Secondary data
Primary data has been gathered with the help of questionnaire from 107 employees of
each hotel by distributing among concerned management employees.
Secondary data for literature review is gathered from Human resource books, journals
and articles from search engines JSTOR, Emerald insight, Google, Ebscohost Articles
and electronic thesis data were reviewed from university of Pretoria, Harvard business
reviews, university of Columbia, university of Australia and others.
We used combination of 5 different questionnaires by 5 different researchers.
32
Organizational Commitment in Hotel Industry
1. Demographics and questions on organization commitment by Allen & Meyer
(1991)
2. Characteristics related to job by Hackman and Oldham (1975-1976). Their job
diagnostics survey was used with two items comprising each dimension. I.e. skill
variety and job autonomy.
3. Questions regarding supervisor and employee relationship by Ramus and Steger
(2000), Good and FairHurst (1999)
4. Career development questions by Landau and Hammer (1986)
5. Questions about balance between work and life by Pare’e and Colleagues (2001).
Questionnaire included 38 questions and 4 to 5 questions for each variable so that
analysis can be easily done from all aspects such as to investigate which factors influence
commitment?
3.9 Analysis and Interpretation
Statistical methods are a set of mathematical techniques that allow the researcher to make
claims about the nature of the world using forms of principles statistical argument
(TerreBlanche &Durheim, 1999:97)
Data we had collected is quantitative in nature as we are quantifying our variables and
results through different methods.After data collection we will analyze data by using
following tools to tabulate all research finings.
1. Frequency tables
2. Correlation
3. Regression
4. SPSS (Statistical Package for Social sciences) was used to analyze the data
3.10 Procedure of Research
30 questionnaire has been distributed among the management of 3 selected hotels
(including their branches in Gilgit) working in middle and senior management. It took 17
to 20 days for the questionnaire survey to be completed. Total time of data collection was
4 o 5 weeks including primary and secondary data.
33
Organizational Commitment in Hotel Industry
3.11 Research Framework
Theoretical Frame work. The variables that are being considered are described in the
theoretical framework. Job Characteristics, Supervisor support, Career Opportunities and
Work life Policies are the independent variables. Organizational commitment is the
dependent variable. By these parameters we will study and find out the fact that increase
or decrease organizational commitment is dependent upon which of the above mentioned
independent.
Independent Variables dependent variable
3.12 Hypothesis Formulation
H1 There is a relationship between job characteristics and organizational commitment
in hotel industry.
Supervisor support
Job characteristics
Career opportunities
Organizational commitment
Work/life policies
34
Organizational Commitment in Hotel Industry
H2 There is a relationship between supervisor support and organizational
commitment in hotel industry.
H3 There is a relationship between work life policies and organizational commitment
in hotel industry.
H4 There is a relationship between career opportunities and organizational
commitment in hotel industry.
3.13 Summary Chapter 3
The research design used in this study consisted of quantitative research methods.
The discussion of quantitative research methodology included an explanation of research
design. The identified population, used and their characteristics were tabulated.
The methodology of the questionnaire design and the composition of the different
measurement scales were discussed. This was followed by an outline of the statistical
methods used in this study.
The empirical data collected from this survey conducted, will be discussed in chapter 4
35
Organizational Commitment in Hotel Industry
CHAPTER 4
RESULTS AND DISCUSSIONS
4.1 Correlation Analysis and Discussions on the Research Results
The Correlation matrix is showing the relationship between organizational commitment
and four of its independent variables which are job characteristics, supervisor support,
career opportunities and work life policies.
Results have shown that organizational commitment is highly dependent on all the four
independent variables which are job characteristics, supervisor support, career
opportunities and work life policies. So, enhancement in any of the mentioned
independent variables has resulted in increasing the organizational commitment level of
the hotel employees.
Table 4.1 two tailed correlation table is given as under:
mean Stdev OC JC SS CO WLP
OC 2.82 0.41 1
JC 2.78 0.43 0.650** 1
SS 2.93 0.41 0.563** 0.629** 1
CO 2.70 0.44 0.637** 0.473** 0.380** 1
WLP 2.90 0.56 0.540** 0.392** 0.376** 0.196* 1
**Correlation is significant at the 0.01 level.
*Correlation is significant at the 0.05 level.
4.1.1 Impact of Job Characteristics On Organizational Commitment
The value of correlation of the job characteristics with organizational commitment is
0.650 which shows that the correlation is significant up to the 0.01 level. So, while
considering this correlation value we can say that the independent variable i.e. job
characteristics has a significant effect on the level of the organizational commitment of
36
OC=organizational commitment, JC=Job characteristics, SS=Supervisor
support, CO= Career opportunities, WLP=Work life policies.
Organizational Commitment in Hotel Industry
the hotel employees. So, it is evident from the above discussion that job characteristics if
so designed up to the employees’ liking then the employee would be attracted more
towards their job and feel like doing it with a great level of satisfaction and content.
4.1.2 Impact of Supervisor Support On Organizational Commitment
The correlation value of supervisor support with organizational commitment is 0.563
which is also significant up to the 0.01 level. The correlation results have clearly
indicated that the more favorable behavior a supervisor holds towards its employees the
more committed the employees will be. It has been evident from the hotel sector survey
that supportive supervision has led to the more committed employees of the hotel sector.
Similarly, supervisor plays a crucial role in motivating and retaining desired workforce
within the organization through their supportive behavior which is when admired by his
subordinates it compels them to keep on working with a supervisor who possesses a
supportive work behavior towards its work force. A supportive supervisor also recognizes
his employees when ever he feels it necessary.
4.1.3 Impact of Career Opportunities on Organizational Commitment
The co relational value of career opportunities with organizational commitment 0.637,
here also the correlation is significant up to the 0.01 level. This significant value of
correlation means that if the enhanced career opportunities are provided then the
organizational commitment level will also be enhanced to a great deal. Being specific to
our own research it has been evident from the value of correlation that the level of
commitment of the hotel employees has been enhanced a great deal by enhancing the
level of career opportunities provided to the hotel employees. Certainly employees would
be feeling committed to those organizations where the jobs as well as the careers are very
well defined as the employees will be getting frequent opportunities to grow. So,
favorable career opportunities have increased the commitment level of the hotel
employees.
37
Organizational Commitment in Hotel Industry
4.1.4 Impact of Work Life Policies On the Organizational Commitment
The value shown by the correlation matrix of organizational commitment and work life
policies is 0.540 where the correlation is significant up to the 0.01 level. This value of the
result shows that work life balance also has a direct relationship with the enhancement of
organizational commitment. The direct relationship here shows that the increase in one
variable increases the other too. So, it has been evident that when the employees of hotel
industry have been provided with a balance in their work and family life they showed
more loyalty and a greater level of organizational commitment. It is some what natural
that if the family life of a person is not getting disturbed or interfered by his job his
commitment level would definitely increase and this is what exactly happened in this
case also. Hence, it means that job characteristics, supervisor support and career
opportunities and work life policies all four when enhanced have a strong enhancement
effect on the commitment level of the hotel employees.
4.2 Regression Analysis and the Discussions on the Research Results
Linear regression was calculated on four independent variables and organizational
commitment as a dependent variable. In this regression analysis we have studied the
impact of four independent variables that is job characteristics, supervisor support, career
opportunities and work life policies on organizational commitment.
TABLE 4.2 Regression results
Independent variable Beta t-value Significance
Job characteristics .238 3.167 .002
Supervisor support .131 1.766 .080
Career opportunities .370 6.190 .000
Work life policies .227 4.922 .000
38
n=107; R square 0.665; Adjusted R square 0.652; F=50.709; significance F= 0.000
Dependent variable= Organizational commitment
Organizational Commitment in Hotel Industry
The regression analysis of the research results of hotel industry shows that the value of R
square is 0.665 which is a very significant value and it means that that the impact of
independent variables on the organizational commitment is 66%. It is very high
percentage that the model which has been used is very significant and also signifies the
impacts of job characteristics, supervisor support, career opportunities and work life
policies on the level of organizational commitment of the hotel employees.
The dependent variables explain 50.709% of the variance in the organizational
commitment which is indicated by the value of F. Of the independent variables, job
characteristics (+), supervisor support (+), career opportunities (+) and work life policies
(+) had a direct and a significant effect on organizational commitment. The significance
of the value of job characteristics is 0.002 and that of both career opportunities and work
life policies is 0.000 which shows a very high level of significance.
Although the regression values of all the independent values are positive as well as quite
significant but the result here also shows that the value for the supervisor support is not
that much significant as the values of all the other three variables. Only the regression
value for supervisor support is 1.76 that is under 2 and that is why it has not shown very
much significant relationship with organizational commitment like other independent
variable as, it is clear from the table that the significance of supervisor support as a
variable is 0.080. So, we can say that job characteristics, career opportunities and work
life policies have a more significant impact than the supervisor support. Moreover the
value of F here is equal to 50.709 and its significance is 0.000. So, it is also evident from
here that the results of regression compliment the significant impact of independent
variables on organizational commitment. The Beta values here shows that the impact of
job characteristics is 23%, supervisor support is 13%, Career opportunities is 37% and
work life policies is 22% each on the dependent variable that is organizational
commitment.
So, after the regression analysis we can clearly say that all the independent variables have
a significant impact on the dependent variable that is organizational commitment of the
hotel employees.
39
Organizational Commitment in Hotel Industry
The reason behind such a significant impact of all the independent variables on
organizational commitment indicated by the above analyses and discussions is that if any
of the organization takes measures to look after its employees then the employees feel
themselves valued by the organization and hence their commitment level is enhanced a
great deal. So, this research on the commitment level of the hotel employees as well as
the management signifies the fact that employees when provided with well defined and
favorable job characteristics, supportive supervisor, career opportunities and work life
balance the employee feel them selves a part of their respective hotels and try to
contribute their part in organizational developmental activities. Hence, we can say when
the employees of the hotel sector felt that they are being valued they showed the higher
sense of loyalty and commitment towards their hotels
4.3 Summary Chapter 4
The Correlation matrix is showing the relationship between organizational commitment
and four of its independent variables which are job characteristics, supervisor support,
career opportunities and work life policies.
Results have shown that organizational commitment is highly dependent on all the four
independent variables which are job characteristics, supervisor support, career
opportunities and work life policies.
The regression analysis of the research results of hotel industry shows that the value of R
square is 0.665 which is a very significant value and it means that that the impact of
independent variables on the organizational commitment is 66%. The dependent
variables explain 0.66% of the variance in the organizational commitment. Of the
independent variables, job characteristics (+), supervisor support (+), career opportunities
(+) and work life policies (+) had a direct and a significant effect on organizational
commitment.
Only the regression value for supervisor support is 1.76 that is under 2 and that is why it
has not shown very much significant relationship with organizational commitment like
40
Organizational Commitment in Hotel Industry
other independent variable. So, we can say that job characteristics, career opportunities
and work life policies have a more significant impact than the supervisor support.
Moreover the value of F here is equal to 50.709 and its significance is 0.000. So, it is also
evident from here that the results of regression compliment the significant impact of
independent variables on organizational commitment.
41
Organizational Commitment in Hotel Industry
CHAPTER 5
CONCLUSIONS AND RECOMMENDATIONS
5.1 Conclusion
The results of this study have clearly shown that the independent variables i.e. job
characteristics, supervisor support, career opportunities and work life policies have a
significant impact on the organizational commitment which serves as a dependent
variable in this research. So, it must be concluded here that the independent and
dependent variables have a direct impact on each other that is the enhancement of one is
the cause of the enhancement of the other.
Results of correlation indicate that job characteristics, supervisor support, career
opportunities and work life policies all four when enhanced have a strong enhancement
effect on the commitment level of the hotel employees.
In this regression analysis we have studied the impact of four independent variables that
is job characteristics, supervisor support, career opportunities and work life policies on
organizational commitment.
Of the independent variables, job characteristics (+), supervisor support (+), career
opportunities (+) and work life policies (+) had a direct and a significant effect on
organizational commitment. Although according to the indication of the results the
impact of supervisor support is not that much significant as the impact of the other three
variables but overall we can conclude that the independent variables have a direct and
significant impact on the organizational commitment.
Now a days it has become crucial to have a committed and loyal work force as it is the
work force whose loyalty can actually pay off in the long run to gain a competitive edge
over other sectors of business.
Shortly, we can conclude that hypothesis 1, 2, 3 and 4 each have been proved. That is
42
Organizational Commitment in Hotel Industry
1. Job characteristics have a significant impact on the organizational commitment of
hotel industry.
2. Supervisor support has a significant impact on the organizational commitment of
hotel industry.
3. Career opportunities have a significant impact on the organizational commitment
of hotel industry.
4. Work life policies have a significant impact on the organizational commitment of
hotel industry.
So, all of these four hypotheses have been successfully proved.
So, the hotel sector can make it a part of their strategy to have committed employees and
in order to achieve it all the factors that may ensure and enhance this commitment level
should specially be taken care off. Hence, committed work force and management is the
pillar of success and efforts should continuously be made by the hotel sector to strengthen
this pillar. By doing this they would definitely be strengthening their organizational
efficiency and effectiveness.
5.2 Recommendations
1. The employer should keep taking feed back from his employees in order to come
to know how satisfied they are from the atmosphere provided by the organization.
2. If the employer comes to know that the satisfaction level of his employees is
decreasing then he should try to find out the probable reasons and also the
methods to eradicate them.
3. Employer should keep on enriching and enlarging the scope of the jobs of his
employees to avoid monotony and boredom.
4. Employer should also keep on rotating the employees from one department to the
other for varied grooming of their skills and knowledge
5. Employer should recognize his employee for a job well done
6. The employer should consider the career growth preferences of his employees.
7. Employer should introduce flexible employee related policies and no rigidity in
any case shall be observed.
43
Organizational Commitment in Hotel Industry
8. The employers should value his employee as an asset
9. Supervisor should perform a broader role, he should come up as a leader and
provide career guidance to his employee not only about a particular job or
department but on the whole.
10. The employer should reward his high achievers by providing training in the area
them want to grow.
11. Optimum opportunities shall be provided to the employees to apply themselves.
they should be independent to work.
12. Resistance and restriction free atmosphere should be observed and any innovation
from the employees should be welcomed.
13. Job characteristics should be well communicated to the employees and should be
adjusted accordingly if the employees desire so.
5.3 Implications
5.3.1 Theoretical implications
Our study will provide some useful data for other researchers who want to investigate the
level of organizational commitment in middle and upper level managers. Prior studies has
contributed in investigating the effect of different variables on organizational
commitment among employees of lower tiers. In order to expand the organizational
commitment aspect it was necessary to explore it on top levels i.e. Middle and upper
level tier in particular industry.
This study has small sample size as we were targeting only top level employees among
three hotels which made us reluctant for generalizations.
The purpose of this study was to find support for our hypothesis that there is positive
relationship between organizational commitment and four independent variables. In turn
this information will help hotel industry to develop some strategies regarding job
characteristics, career opportunities, and supervisor support and work life policies.
44
Organizational Commitment in Hotel Industry
In provision of these facilities only financial investment is not necessary. These
organizations should have to pay high emphasis on their Human resource and there
activities. To attract and retain the best pool of employees is dream of every organization.
In this effort they have to provide employees all possible facilities to satisfy them and to
retain a level of commitment among them. But only retention of commitment cannot give
any organization competitive edge. They have to put some extra effort to make their
employees satisfied, happy and committed.
For this reason hotels are providing different facilities to their employees based upon
their policies and rules.
Quality workforce is required to be retained within the hotel sector as well, like all the
other sectors of business and in order to ensure quality workforce retention the hotel
should look after the interests of its employees.
They should be offered with ever new incentives to attract and retain desired work force,
as work force of desired quality is the one that ensures success in the long run. So, hotels
should also pay a special attention and interest towards their employees
5.3.2 Industry Implications
In a global service economy the workplace is changing. As there is a tremendous increase
in the service sector, competition among the service industries is increasing at a very high
rate. Customers and consumer are becoming more aware about their needs and wants and
along that they understand very clearly how to get those demands and needs fulfilled.
In this study we selected on 4 star and 5 star hotels which cater to a particular slot of
people. These hotel provide luxuries and facilities to there customers according to their
demands.
45
Organizational Commitment in Hotel Industry
In Pakistan and specifically in Rawalpindi and Islamabad there are only three hotels
which are rated as 4 star and 5 star. As they are very less in number they face strong
competition among them. Every hotel is trying to provide best possible facilities.
In service industry many organizations are working to fulfill their customer’s satisfaction.
To get competitive edge these organizations has to focus upon best possible Human
resources. To improve their employees commitment level hotels should provide them
with proper education , skills and knowledge.
In addition important job characteristics were identified. Employees should be provided
with compatible job demands, there is also a need for explicit, accurate job descriptions
and clear reporting policies, which should lead to greater role clarity and increased
commitment. Employee should be provided with job knowledge, skills and satisfaction
with there work context.
Other points which should be emphasized by these hotels to enhance the willingness of
employee to stay with the organization. The quality of work life has to be taken seriously
by employers. Desire for a good quality of work life has led to increased interest in
employee job satisfaction and organizational commitment. These organizations can
improve commitment by offering more flexible working options and by implementing
other family-friendly policies.
Work/life policies include flexible work scheduling (e.g. part time work, and quitting
times), family leave policies allowing periods away from work for employees to take care
of the family matters, an child care assistance. Employees repay employers who provide
work-family policies with higher levels of commitment. This study suggests that
employees shall be provided with flexible work scheduling as this will lessen down their
burden. Along that these hotels should improve their family leave policies and provide
them with an attractive holiday packages.
46
Organizational Commitment in Hotel Industry
When a person is considering a long-term tenure to an organization, the notion of career
prospects becomes an important link between that person and that organization. In our
study we identified that most of the employees in these tiers are between 26- 30 and a
very less % was present with long term tenure in these hotels. This is an important area
for them to improve as people leave these hotels after a shorter tenure. So career
opportunities can be provided by giving employees with wider experience, introducing
mores systematic procedures for identifying potentials, encouraging promotions,
providing guidance on career paths, providing required trainings, can arrange foreign
trainings. Provision of foreign tours and trainings in other countries will definitely
increase their chances to grow beyond boundaries. Career prospects may include
assessments about likelihood of future job satisfaction in either the current job or other
jobs in the same organization.
Friendly and supportive relationships with coworkers and supervisors tend to increase
commitment. Supervisors should provide training and career development plans to all
subordinates, and recognize each employee’s potential and capabilities to encourage an
organizational culture. This study suggests that the quality of exchange relationships
affect subordinates’ commitment and good will.
Policies and activities to encourage staff loyalty and stability should be integrated into the
culture and everyday life of the organization, so that committed employees are the norm,
rather than the exception.
Employers should keep a check on how many employees have shifted the organization in
a certain time period. They should also try to find out the reasons and their remedies.
Employers should benchmark certain organizations where the level of commitment is
high and try to follow them.
5.4 Limitations of the Study
We have just selected four independent variables that is job characteristics, supervisor
ssupport, career opportunities and work life policies to study how they impact on the
level of organizational commitment whereas, there are many other factors which may
47
Organizational Commitment in Hotel Industry
affect the level of commitment which we have not taken for are research due to time
constraint .Another limitation is that hotel sector from all over Pakistan is not taken
instead There are certain hotels from certain geographical areas of Pakistan. More over
our sample is also limited as we are only focusing up on the managerial tier of the hotel
industry.
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Organizational Commitment in Hotel Industry
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APPENDIX
TABLES
3.3.1 Tenure
Table 3-1 Frequency: Tenure
Tenure (years) Frequency Percentage
1-5 48 44.8
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Organizational Commitment in Hotel Industry
6-10 24 22.4
11-15 10 9.3
16-20 14 13.0
21-25 6 5.6
26-30 5 4.6
total 107 100
3.3.2 Qualification
Table 3-2 Frequency: Qualification
Qualification Frequency Percentage
Master 50 46.7
Bachelor 53 49.5
others 4 3.7
Total 107 100
3.3.3 Home language
Table3-3 Frequency: Home Language
Home language Frequency Percentage
Punjabi 28 26.1
Urdu 51 47.6
.Pushto 11 10.2
Shina 4 3.7
Hindko 9 8.4
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Organizational Commitment in Hotel Industry
Potohari 2 1.8
Others 2 1.8
Total 107 100
3.3.4 Marital status
Table 3-4 Frequency: Marital status
Marital status Frequency Percentage
Married 74 69.1
Single 33 30.8
Total 107 100
3.3.5 Gender
Table 3-5 Frequency: Gender
Gender Frequency Percentage
Male 84 78.5
Female 23 21.4
total 107 100
3.3.6 Age
Table 3-6 Frequency: Age
Age Frequency Percentage
20-25 15 14.0
26-30 32 29.9
.31-35 24 22.4
36-40 9 8.4
41-45 13 12.1
46-50 6 5.6
56
Organizational Commitment in Hotel Industry
51-55 4 3.7
56-60 4 3.7
Total 107 100
Table 4.1 two tailed correlation table is given as under:
mean Stdev OC JC SS CO WLP
OC 2.82 0.41 1
JC 2.78 0.43 0.650** 1
SS 2.93 0.41 0.563** 0.629** 1
CO 2.70 0.44 0.637** 0.473** 0.380** 1
WLP 2.90 0.56 0.540** 0.392** 0.376** 0.196* 1
**Correlation is significant at the 0.01 level.
*Correlation is significant at the 0.05 level.
TABLE 4.2 regression results
Independent variable Beta t-value significance
Job characteristics .238 3.167 .002
Supervisor support .131 1.766 .080
Career opportunities .370 6.190 .000
Work life policies .227 4.922 .000
57
OC=organizational commitment, JC=Job characteristics, SS=Supervisor
support, CO= Career opportunities, WLP=Work life policies.
n=107; R square 0.665; Adjusted R square 0.652; F=50.709; significance F= 0.000
Dependent variable= Organizational commitment
Organizational Commitment in Hotel Industry
Questionnaire
Dear RespondentYou are kindly requested to respond to the statements in the following questionnaire. The statements are related to the level of organizational commitment possessed by the managerial tier. Your responses are of great importance as this survey forms part of a study of the aspects mentioned above. We therefore value your cooperation highly. On the following pages you will find several kinds of questions. Different instructions will precede the various set of statements. Please follow the instructions carefully. Please ensure that you respond to every question in the questionnaire. There are no right and wrong answers to any question. We are only interested in your personal opinions. The ‘right’ answer to any question is your frank and truthful response.Your answers will be treated in strict confidence and will only be used for research purposes. Your name shall not appear any where in the document.
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Organizational Commitment in Hotel Industry
A. Please complete the following biographical information. This information will only be used for statistical purposes.
1. How long have you been employed at this company (in completed years)?
2. What is your highest qualification?
Bachelor degree or equivalent 1Master degree or equivalent 2Doctoral degree or equivalent 3Other specify
3. What is your home language?
4. What is your marital status?
5. What is your gender?
Male Female
6. What is your age (years)?
B. Please respond to the following questions on your commitment to the organization. Use the scale provided below each statement to reflect your view.
7. This organization has a great deal of
personal meaning for me?
8. Right now staying with my organization
is a matter of necessity?
9. It would be very hard for me to leave my
organization, even if I wanted to?
Strongly
Agree
Agree Neutral Disagree Strongly
disagree
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
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Organizational Commitment in Hotel Industry
10. I feel that I have too few options to
consider leaving this organization?
11. I do not feel ‘emotionally’ attached to
this organization?
12. I really feel that this organization’s
problems are my own?
13. I don’t feel like part of a family at my
organization?
14. I don’t leave my organization right now
as I have a sense of obligation to its people?
15. I don’t feel a strong sense of belonging
to my organization?
16. This organization deserves my loyalty?
17. I would be very happy to spend the rest
of my career with this organization?
18. If I had not already put so much of
myself into this organization, I might
consider working elsewhere?
C. Please respond to the following questions related to the characteristics of your job.
7. The job requires me to use a number of complex or high level skills?
8. The job denies me any chance to use my personal initiative in carrying out my work?
9. The job is quite simple and repetitive?
10. The job gives me considerable opportunity for independence in how I do the work?
Strongly
Agree
Agree Neutral Disagree Strongly
disagree
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
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Organizational Commitment in Hotel Industry
D. Please respond to the following questions on your supervisor.
23. My supervisor looks for opportunities
to praise good work both privately and in front of others?
24. I feel undervalued by my supervisor?
25. The supervisor almost never gives me any feed back about how well I complete my work?
26. My supervisor rewards a good idea by implementing it and giving responsible employees credit?
27. My supervisor seldom recognizes an employee for work well done?
28. My supervisor often lets me know how well he thinks I am performing my job?
E. Please respond to the following career development questions.
29. My chances of being promoted are good?
30. There are enough career opportunities for me in this organization?
31. Job vacancies in this organization are usually filled by people from out side the organization?
32. It would be easy to find a job in another department?
Strongly
Agree
Agree Neutral Disagree Strongly
disagree
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
Strongly
Agree
Agree Neutral Disagree Strongly
disagree
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 561
Organizational Commitment in Hotel Industry
33. An employee’s career development is important to this organization?
34. An employee who applies for another job has a better chance of getting that job than some one from out side the organization who applies for the job?
F. Please respond to the following questions on your balance between work and life.
35. I often feel like there is too much work to do?
36. My work schedule is often in conflict with my personal life?
37. My job affects my role as a spouse or a parent?
38. My job has negative effects on my personal life?
Thanks for your cooperation!!
Strongly
Agree
Agree Neutral Disagree Strongly
disagree
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
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Organizational Commitment in Hotel Industry
63