Document Type



Master of Science (MS)


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


Hospitality, Positive Feedback, Customer feedback, Manager feedback, Employees' response to feedback

Date of Defense



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.





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