Document Type
Thesis
Degree
Master of Science (MS)
Major/Program
Hospitality Management
First Advisor's Name
Jinlin Zhao
First Advisor's Committee Title
Committee chair
Second Advisor's Name
Andrew Moreo
Second Advisor's Committee Title
Committee member
Third Advisor's Name
Eric Beckman
Third Advisor's Committee Title
Committee member
Keywords
Hospitality, Positive Feedback, Customer feedback, Manager feedback, Employees' response to feedback
Date of Defense
6-20-2018
Abstract
The purpose of this research is to understand the impacts of positive feedback from customers and managers and the extrinsic rewards and intrinsic rewards on job satisfaction. Furthermore, this research will examine how employees in the hospitality industry react to positive feedback and to explore whether this positive feedback has practical applications to help increase employee satisfaction. A total of 500 questionnaires were distributed, 339 valid surveys from respondents with experience working in the hospitality industry were returned. The results indicated that positive feedback from customers as well as summarized positive customer feedback delivered by managers have positive relationships with intrinsic reward, extrinsic reward, and job satisfaction.
The findings suggested that positive feedback does influence employees’ Job satisfaction. And this study will provide suggestions on improving employees’ positive perception by applying positive feedback to increasing employees’ satisfaction and further development.
Identifier
FIDC006839
Recommended Citation
Tsai, I Hsuan, "Employees’ Responses to Positive Feedback from Customers and Managers" (2018). FIU Electronic Theses and Dissertations. 3794.
https://digitalcommons.fiu.edu/etd/3794
Included in
Hospitality Administration and Management Commons, Human Resources Management Commons, Organizational Behavior and Theory Commons
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