Demystifying hotel employee’s job satisfaction through cross-cultural online reviews

ABSTRACT

In this study we explore the determinants of job satisfaction using 68,000 Indeed reviews of hotel employees from 27 countries, using Structural Topic Modeling (STM). We compare these determinants with the job description index (JDI). We also conducted covariate analysis based on Hofstede’s cultural dimensions and employment status. Work culture, work-life balance, peer support, and job security were key determinants of job satisfaction. Toxic work culture, compensation, hire & fire, and abusive supervision were key determinants of job dissatisfaction. Results of cultural dimensions highlighted cultural heterogeneity and indicated that national culture is a key determinant of employees’ online voice behavior. Results signify the use of employee reviews for evidence-based decision-making to boost job satisfaction.

KEYWORDS:

• Online reviews
• hotel chains
• employee voice
• employee online behaviour
• text mining
• job satisfaction

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Swati Singh

Swati Singh is an Assistant Professor at the ICFAI Business School (IBS), IFHE Hyderabad, India. Her research interests gravitate around issues and challenges of human-computer interaction (HCI), human-computer collaboration at work and its implications on employee voice, the career sustainability of women professionals, and key organizational outcomes.

Vinay Chittiprolu

Dr. Vinay is working as an Assistant Professor in the analytics area at Paari School of Business, SRM University, AP, India. His research interests include “Service failure”, “HR analytics”, “Hotel Analytics”, and “Text analytics”.

Aafreen Ali

Aafreen Ali is a Ph.D student at the School of Management Studies, University of Hyderabad. Her research interests include service failure and recovery, text mining, and multi-criteria decision-making.

Namita Ruparel

Dr. Namita Ruparel is an Assistant professor at Jindal Institute of Behavioral Sciences, OP Jindal Global University. She works in the area of identifying predictors of happiness and quality of life.