References
- Alati, D. (2004). Retention race. Incentive, 178(5), 6.
- Allen, P. (2004). Welcoming Y. Benefits Canada, 28(9), 51–56.
- Aziri, B. (2011). Job satisfaction: A literature review. Management Research and Practice, 3(4), 77–86.
- Babin, B. J., & Boles, J. S. (1998). Employee behavior in a service environment: A model and test of potential differences between men and women. The Journal of Marketing, 62, 77–91. doi:10.2307/1252162
- Back, K.-J., Lee, C.-K., & Abbott, J. (2011). Internal relationship marketing: Korean casino employees’ job satisfaction and organizational commitment. Cornell Hospitality Quarterly, 52(2), 111–124. doi:10.1177/1938965510370742
- Barron, P. (2008). Education and talent management: Implications for the hospitality industry. International Journal of Contemporary Hospitality Management, 20(7), 730–742. doi:10.1108/09596110810897583
- Barron, P., Maxwell, G., Broadbridge, A., & Ogden, S. (2007). Careers in hospitality management: Generation Y’s experiences and perceptions. Journal of Hospitality and Tourism Management, 14(2), 119–128. doi:10.1375/jhtm.14.2.119
- Beaver, G., & Hutchings, K. (2005). Training and developing an age diverse workforce in SMEs: The need for a strategic approach. Education+Training, 47(8/9), 592–604.
- Berman, B. (2005). How to delight your customers. California Management Review, 48(1), 129–151. doi:10.2307/41166331
- Bigné, J. E., Andreu, L., & Gnoth, J. (2005). The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management, 26(6), 833–844. doi:10.1016/j.tourman.2004.05.006
- Bloemer, J., & Odekerken-Schröder, G. (2006). The role of employee relationship proneness in creating employee loyalty. International Journal of Bank Marketing, 24(4), 252–264. doi:10.1108/02652320610671342
- Bowden, J. L. H., & Dagger, T. S. (2011). To delight or not to delight? An investigation of loyalty formation in the restaurant industry. Journal of Hospitality Marketing & Management, 20(5), 501–524. doi:10.1080/19368623.2011.570637
- Broadbridge, A. M., Maxwell, G. A., & Ogden, S. M. (2007). 13_2_30: Experiences, perceptions and expectations of retail employment for Generation Y. Career Development International, 12(6), 523–544. doi:10.1108/13620430710822001
- Brown, S. L. (2004). Family structure and child well‐being: The significance of parental cohabitation. Journal of Marriage and Family, 66(2), 351–367. doi:10.1111/jomf.2004.66.issue-2
- Byrne, B. M. (1998). Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum.
- Cairncross, G., & Buultjens, J. (2007). Gen Y and innovator employers in the Australian tourism and hospitality industry. Journal of Economic and Social Policy, 12(1), 1.
- Carmeli, A., & Weisberg, J. (2006). Exploring turnover intentions among three professional groups of employees. Human Resource Development International, 9(2), 191–206. doi:10.1080/13678860600616305
- Chacko, H. E., Williams, K., & Schaffer, J. (2012). A conceptual framework for attracting generation Y to the hotel industry using a seamless hotel organizational structure. Journal of Human Resources in Hospitality & Tourism, 11(2), 106–122. doi:10.1080/15332845.2012.648843
- Chang, E. (1999). Career commitment as a complex moderator of organizational commitment and turnover intention. Human Relations, 52(10), 1257–1278. doi:10.1177/001872679905201002
- Chang, C. C., Chiu, C. M., & Chen, C. A. (2010). The effect of TQM practices on employee satisfaction and loyalty in government. Total Quality Management, 21(12), 1299–1314.
- Chen, F. F., Sousa, K. H., & West, S. G. (2005). Teacher’s corner: Testing measurement invariance of second-order factor models. Structural Equation Modeling: A Multidisciplinary Journal, 12(3), 471–492. doi:10.1207/s15328007sem1203_7
- Chen, P.-J., & Choi, Y. (2008). Generational differences in work values: A study of hospitality management. International Journal of Contemporary Hospitality Management, 20(6), 595–615. doi:10.1108/09596110810892182
- Cheung, G. W., & Rensvold, R. B. (2002). Evaluating goodness-of-fit indexes for testing measurement invariance. Structural Equation Modeling: A Multidisciplinary Journal, 9(2), 233–255. doi:10.1207/S15328007SEM0902_5
- Choi, Y., & Dickson, D. R. (2009). A case study into the benefits of management training programs: Impacts on hotel employee turnover and satisfaction level. Journal of Human Resources in Hospitality & Tourism, 9(1), 103–116. doi:10.1080/15332840903336499
- Cole, M. S., & Bruch, H. (2006). Organizational identity strength, identification, and commitment and their relationships to turnover intention: Does organizational hierarchy matter? Journal of Organizational Behavior, 27, 585–605. doi:10.1002/(ISSN)1099-1379
- Conway, N., & Briner, R. B. (2002). Full-time versus part-time employees: Understanding the links between work status, the psychological contract, and attitudes. Journal of Vocational Behavior, 61(2), 279–301. doi:10.1006/jvbe.2001.1857
- Dutton, J. E., & Ashford, S. J. (1993). Selling issues to top management. Academy of Management Review, 18(3), 397–428.
- Eby, L. T., Adams, D. M., Russell, J. E., & Gaby, S. H. (2000). Perceptions of organizational readiness for change: Factors related to employees’ reactions to the implementation of team-based selling. Human Relations, 53(3), 419–442. doi:10.1177/0018726700533006
- Eisner, S. P. (2005). Managing generation Y. SAM Advanced Management Journal, 70(4), 4–15.
- Finn, A. (2005). Reassessing the foundations of customer delight. Journal of Service Research, 8(2), 103–116. doi:10.1177/1094670505279340
- Flowers, W., Jones, E., & Hogan, R. L. (2010). Employee development approach for Generation Yers: A conceptual framework. Journal of Global Business Management, 6(1), 1–8.
- Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18, 382–388. doi:10.2307/3150980
- Francis-Smith, J. (2004). Surviving and thriving in the multigenerational workplace. Journal Record, 1, 1.
- Furunes, T., & Mykletun, R. J. (2005). Age management in Norwegian hospitality businesses. Scandinavian Journal of Hospitality and Tourism, 5(2), 116–134. doi:10.1080/15022250510014390
- Gakovic, A., & Tetrick, L. E. (2003). Psychological contract breach as a source of strain for employees. Journal of Business and Psychology, 18(2), 235–246. doi:10.1023/A:1027301232116
- Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 186–192.
- Ghiselli, R., La Lopa, J., & Bai, B. (2001). Job satisfaction, life satisfaction, and turnover intent among food-service managers. The Cornell Hotel and Restaurant Administration Quarterly, 42(2), 28–37.
- Grønholdt, L., & Martensen, A. (2001). Linking employee loyalty, customer loyalty and profitability. In Business excellence: What is to be done. Proceedings of the 6th World Congress for Total Quality Management, Saint Petersburg, Russia, 20–22 June 2001. (Vol. 1, pp. 332–339).
- Gursoy, D., Maier, T. A., & Chi, C. G. (2008). Generational differences: An examination of work values and generational gaps in the hospitality workforce. International Journal of Hospitality Management, 27(3), 448–458. doi:10.1016/j.ijhm.2007.11.002
- Herington, C., & Weaven, S. (2009). Implementing the marketing concept in travel organizations: The important moderating influence of perceived organizational support. Journal of Hospitality Marketing & Management, 18, 692–717. doi:10.1080/19368620903170232
- Hibbard, J. D., Kumar, N., & Stern, L. W. (2001). Examining the impact of destructive acts in marketing channel relationships. Journal of Marketing Research, 38(1), 45–61. doi:10.1509/jmkr.38.1.45.18831
- Howe, N., & Strauss, W. (2007). The next 20 years: How customer and workforce attitudes will evolve. Harvard Business Review, 85(7/8), 41–52.
- Hurst, J. L., & Good, L. K. (2009). Generation Y and career choice: The impact of retail career perceptions, expectations and entitlement perceptions. Career Development International, 14(6), 570–593. doi:10.1108/13620430910997303
- Ito, M., & Okabe, D. (2005). Technosocial situations: Emergent structurings of mobile email use, mobile phones in Japanese life. Cambridge, MA: The MIT Press.
- Jang, J., & George, R. T. (2012). Understanding the influence of polychronicity on job satisfaction and turnover intention: A study of non-supervisory hotel employees. International Journal of Hospitality Management, 31(2), 588–595. doi:10.1016/j.ijhm.2011.08.004
- Johnston, M. W., Parasuraman, A., Futrell, C. M., & Black, W. C. (1990). A longitudinal assessment of the impact of selected organizational influences on salespeople’s organizational commitment during early employment. Journal of Marketing Research, 27, 333–344. doi:10.2307/3172590
- Josiam, B. M., Crutsinger, C., Reynolds, J. S., Dotter, T. V., Thozhur, S., Baum, T., & Devine, F. G. (2009). An empirical study of the work attitudes of Generation Y college students in the USA: The case of hospitality and merchandising undergraduate majors. Journal of Services Research, 9(1), 5–30.
- Karatepe, O. M. (2011). Procedural justice, work engagement, and job outcomes: Evidence from Nigeria. Journal of Hospitality Marketing & Management, 20, 855–878. doi:10.1080/19368623.2011.577688
- Karl, K., Peluchette, J., Hall-Indiana, L., & Harland, L. (2005). Attitudes toward workplace fun: A three sector comparison. Journal of Leadership & Organizational Studies, 12(2), 1–17. doi:10.1177/107179190501200201
- Kerslake, P. (2005). Words from the Ys. New Zealand Management, 52(4), 44–46.
- Kim, H., Knight, D. K., & Crutsinger, C. (2009). Generation Y employees’ retail work experience: The mediating effect of job characteristics. Journal of Business Research, 62(5), 548–556. doi:10.1016/j.jbusres.2008.06.014
- Kim, M., Vogt, C. A., & Knutson, B. J. (2013). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research. doi:10.1177/1096348012471376.
- Kim, W. G., & Brymer, R. A. (2011). The effects of ethical leadership on manager job satisfaction, commitment, behavioral outcomes, and firm performance. International Journal of Hospitality Management, 30(4), 1020–1026. doi:10.1016/j.ijhm.2011.03.008
- Kogan, M. (2007). Human resources management: bridging the gap. Retrieved from http://www.govexec.com/magazine/magazine-human-resources-management/2001/09/bridging-the-gap/9752
- Kumar, A., & Lim, H. (2008). Age differences in mobile service perceptions: Comparison of Generation Y and baby boomers. Journal of Services Marketing, 22(7), 568–577. doi:10.1108/08876040810909695
- Kumar, A., Olshavsky, R. W., & King, M. F. (2001). Exploring alternative antecedents of customer delight. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 14, 14–26.
- Lam, T., Baum, T., & Pine, R. (2001). Study of managerial job satisfaction in Hong Kong’s Chinese restaurants. International Journal of Contemporary Hospitality Management, 13(1), 35–42. doi:10.1108/09596110110365634
- Lee, H.-R., Murrmann, S. K., Murrmann, K. F., & Kim, K. (2010). Organizational justice as a mediator of the relationships between leader-member exchange and employees’ turnover intentions. Journal of Hospitality Marketing & Management, 19(2), 97–114. doi:10.1080/19368620903455237
- Lings, I. N. (2004). Internal market orientation: Construct and consequences. Journal of Business Research, 57(4), 405–413. doi:10.1016/S0148-2963(02)00274-6
- Liu, Y., Prati, L. M., Perrewé, P. L., & Brymer, R. A. (2010). Individual differences in emotion regulation, emotional experiences at work, and work‐related outcomes: A two‐study investigation. Journal of Applied Social Psychology, 40(6), 1515–1538. doi:10.1111/jasp.2010.40.issue-6
- Long, C. S., & Thean, L. Y. (2011). Relationship between leadership style, job satisfaction and employees’ turnover intention: A literature review. Research Journal of Business Management, 5(3), 91–100. doi:10.3923/rjbm.2011.91.100
- Lowe, D., Levitt, K. J., & Wilson, T. (2008). Solutions for retaining Generation Y employees in the workplace. IEEE Engineering Management Review, 39(2), 46–52. doi:10.1109/EMR.2011.5876174
- Lyons, M., Quinn, A., & Sumsion, J. (2005). Males in children’s services: Attitudes, employment, practice and policy. Australian Journal of Early Childhood, 30(1), 6–13.
- Martin, C. A. (2005). From high maintenance to high productivity: What managers need to know about Generation Y. Industrial and Commercial Training, 37(1), 39–44. doi:10.1108/00197850510699965
- McGuire, D., By, R. T., & Hutchings, K. (2007). Towards a model of human resource solutions for achieving intergenerational interaction in organisations. Journal of European Industrial Training, 31(8), 592–608. doi:10.1108/03090590710833651
- Meier, J., & Crocker, M. (2010). Generation Y in the workforce: Managerial challenges. The Journal of Human Resource and Adult Learning, 6(1), 68–78.
- Mobley, W. (1977). Intermediate linkages in the relationship between job satisfaction and employee turnover. Journal of Applied Psychology, 62(2), 237–240. doi:10.1037/0021-9010.62.2.237
- Moschis, G. P., Lee, E., Mathur, A., & Strautman, J. (2000). The maturing marketplace: Buying habits of baby boomers and their parents. Westport, CT: Quorum Books.
- Mowday, R. T., Porter, L. W., & Steers, R. M. (1982). Employee-organization linkages: The psychology of commitment, absenteeism, and turnover (Vol. 153). New York, NY: Academic press.
- Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311–336. doi:10.1016/S0022-4359(97)90021-X
- Pagani, M. (2004). Determinants of adoption of third generation mobile multimedia services. Journal of Interactive Marketing, 18(3), 46–59. doi:10.1002/dir.20011
- Patah, M. O. R. A., Zain, R. A., Abdullah, A., & Radzi, S. M. (2009). An empirical investigation into the influences of psychological empowerment and overall job satisfaction on employee loyalty: The case of Malaysian front office receptionists. Journal of Tourism, Hospitality & Culinary Arts, 1(3), 43–62.
- Saba, J. (2006). Teenage wasteland. Restaurant Business, 105(2), 13–14.
- Schummer, B. (2007). Cognitive and affective antecedents of and behavioral intentions connected to delight, satisfaction, dissatisfaction, and outrage in the Dutch academic education market (Graduate Thesis).
- Silvestro, R. (2002). Dispelling the modern myth: Employee satisfaction and loyalty drive service profitability. International Journal of Operations & Production Management, 22(1), 30–49.
- Simons, T., & Hinkin, T. (2001). The effect of employee turnover on hotel profits: A test across multiple hotels. The Cornell Hotel and Restaurant Administration Quarterly, 42(4), 65–69. doi:10.1016/S0010-8804(01)80046-X
- Solnet, D., & Hood, A. (2008). Generation Y as hospitality employees: Framing a research agenda. Journal of Hospitality and Tourism Management, 15(1), 59–68. doi:10.1375/jhtm.15.59
- Steenkamp, J. B. E., & Baumgartner, H. (1998). Assessing measurement invariance in cross-national consumer research. Journal of Consumer Research, 25(1), 78–107. doi:10.1086/209528
- Susskind, A. M., Borchgrevink, C. P., Michele Kacmar, K., & Brymer, R. A. (2000). Customer service employees’ behavioral intentions and attitudes: An examination of construct validity and a path model. International Journal of Hospitality Management, 19(1), 53–77. doi:10.1016/S0278-4319(99)00030-4
- Szamosi, L. T. (2006). Just what are tomorrow’s SME employees looking for? Education + Training, 48(8/9), 654–665. doi:10.1108/00400910610710074
- Timo, N., & Davidson, M. (2005). A survey of employee relations practices and demographics of MNC chain and domestic luxury hotels in Australia. Employee Relations, 27(2), 175–192. doi:10.1108/01425450510572694
- Torres, E. N., & Kline, S. (2006). From satisfaction to delight: A model for the hotel industry. International Journal of Contemporary Hospitality Management, 18(4), 290–301. doi:10.1108/09596110610665302
- United States Census Bureau. (2011). 2010 Census Briefs-Age and sex composition: 2010. Retrieved from http://www.catalyst.org/knowledge/generations-workplace-united-states-canada
- Valentine, S., Godkin, L., & Lucero, M. (2002). Ethical context, organizational commitment, and person-organization fit. Journal of Business Ethics, 41(4), 349–360. doi:10.1023/A:1021203017316
- Van Dyne, L., Cummings, L. L., & McLean Parks, J. (1995). Extra-role behaviors: In pursuit of construct and definitional clarity (a bridge over muddied waters). In L. L. Cummings & B. Staw (Eds.), Research in organizational behavior (Vol. 17, pp. 215–285). Greenwich, CT: JAI Press.
- Van Dyne, L., & LePine, J. A. (1998). Helping and voice extra-role behaviors: evidence of construct and predictive validity. Academy of Management Journal, 41, 108–119. doi:10.2307/256902
- Van Dyne, L. V., Ang, S., & Botero, I. C. (2003). Conceptualizing employee silence and employee voice as multidimensional constructs. Journal of Management Studies, 40(6), 1359–1392. doi:10.1111/joms.2003.40.issue-6
- Varey, R. J., & Lewis, B. R. (1999). A broadened conception of internal marketing. European Journal of Marketing, 33(9/10), 926–944. doi:10.1108/03090569910285869
- Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84–91. doi:10.1086/jcr.1991.18.issue-1
- Williams, L. J., & Podsakoff, P. M. (1989). Longitudinal field methods for studying reciprocal relationships in organizational behavior research: Toward improved causal analysis. Research in Organizational Behavior, 11(2), 247–292.
- Woods, R. H. (1997). Human resource management. Lansing, MI: Educational Institute, American Hotel & Motel Association.
- Yavas, U., Karatepe, O. M., & Babakus, E. (2013). Correlates of nonwork and work satisfaction among hotel employees: Implications for managers. Journal of Hospitality Marketing & Management, 22(4), 375–406. doi:10.1080/19368623.2012.667596
- Yeaton, K. (2008). Recruiting and managing the ‘Why?’ generation: Gen Y. CPA Journal, 78(4), 68.
- Yoo, B. (2002). Cross‐group comparisons: A cautionary note. Psychology and Marketing, 19(4), 357–368. doi:10.1002/(ISSN)1520-6793
- Zhou, J., & George, J. M. (2001). When job dissatisfaction leads to creativity: Encouraging the expression of voice. Academy of Management Journal, 44(4), 682–696. doi:10.2307/3069410