Satisfaction, Service, and Culture: Cross-Cultural Reflections from the Hotel Industry

Abstract

Job satisfaction is a desirable outcome for employees and firms, yet factors associated with job satisfaction remain abstract. Motivation is often considered a precursor to job satisfaction. However, the factors that motivate employees are divergent and are likely influenced by culture. Although research has focused on employee motivation and employee job satisfaction, little has concentrated on the differences between South American, North American, and European businesses qualitatively. This study evaluates the applicability of Herzberg's Two-Factor Theory of Motivation to employees in the hotel industry in Brazil, Mexico, and Spain. The results lend some support to Herzberg's theory. Additionally, cross-cultural insights related to Hofstede's dimensions of culture are also given.