MASTER'S THESIS
The Relation Between AcademicEducation and Employees´ Performancein Tehran Parsian Evin and Azadi Hotels
Sanam AmariRozita Chenarian Kashani
2014
Master (120 credits)Business Administration
Luleå University of TechnologyDepartment of Business, Administration, Technology and Social Sciences
1
Abstract
Hospitality industry has been changing rapidly as a result of changing
economies, societies, and fast developing technologies "(Baum, Amoah, &
Spivack, 1997)."To cope with these changes, employees need various skills
and abilities. The industry will benefit from increased levels of formal
education and training" (O‟Mahony & Sillitoe, 2001). Hospitality educations
prepare students with the skill sets to succeed in this fast changing industry.
Encounter of the modern world, where in dominate knowledge and high
technology, forced that educated and well-informed employees became the
key factors for handling change and obtaining competitive advantage of
organizations . (Pološki Vokic & Grizelj, 2007). The aim of this research was to identify the relation between academic
education and employees‟ performance in Tehran Parsian Evin and Azadi
Hotels.
For this thesis a qualitative case study was chosen and for collecting the data
six managers of two hotels were interviewed. The data showed that, there is a
significant relation between academic education and employees‟ performance
in both hotels, therefore, it is better to hire educated employee for achieving a
higher employee‟s performance. Our study also found that an employee who
has related education with his work has a better performance, because,
scientifically, they know their work and its standard, which causes a higher
performance for them. Then, when it comes to job satisfaction, our data
revealed that the expectations of educated staff are more than their perception
in these hotels especially about salary and job promotion and providing job
satisfaction for these persons are much harder than uneducated one and also
an employee who is satisfied with his job has a better behavior and does his
duty much better than dissatisfy employees. Furthermore, most of the
participants in both hotels believed that employee who has academic
education knows work standards and tries to adapt with them and also tries to
implement them, meanwhile there is a positive relation between work
commitment and employees‟ performance.
2
Acknowledgments
First of all, we would like to thank our supervisor, Dr.Farshid for her help and
guidance. Her support helped us a lot on the way .we appreciate her for all the
efforts that have been done for us during this time. Furthermore we would like
to thank our supervisor Dr.Shahbaz Moradi, for supporting us during this
research.
Finally, we would like to express our gratitude to our family for their
unconditional love and support throughout the process of this research and
also we would like to thank all the other people who supported us through this
thesis.
3
TABLE OF CONTENT
Chapter 1: (Introduction)
1-1 Introduction.....................................................................................7
1-2 Background.....................................................................................7
1-3 Problem Statement.........................................................................10
1-4 Research goals...............................................................................13
1-5 Research questions........................................................................13
1-6 scope of research.......................................................................14
1-7 Thesis structure.............................................................................14
1-8 Key words......................................................................................15
Chapter 2(Literature Review)
2-1-Introduction..................................................................................18
2-2 Hospitality industry and employees.............................................18
2-3 Importance of educated employee in Hospitality industry............19
2-4 Education and Job performance...................................................20
2-5 Previous Research......................................................................21
2-5-1What is the relation between academic education and employee‟s
performance?....................…………………………………………....24
2-5-2 How is the relation between academic education and
employees‟ job satisfaction and their performance?..................30
2-5-3 How is the relation between academic education and employees‟
work commitment and their performance?.......................................33
4
2-6ConceptualFramework...............................................................35
Chapter 3 (Research Methodology)
3-1 Research purpose…………………………………………..……39
3-2Research approach...................................................................40
3.3 Research Strategy ………………………………………………40
3.4 Data Collection …………………………………………………42
3.5 Sample Selection………………………………………………..43
3.6 Presentation and Analysis of Data……………………………...44
3.7 Quality Standards……………………………………………….46
Chapter 4 (Data Presentation and Data Analysis)
4-1- Data presentation..................................................................49
4-1-1Hotel Parsian Evin……………………………………………49
4-1-2 Hotel Parsian Azadi…………………………………………..53
4-2 Data analysis……………………………………………………57
4-2-1 Within-case analysis: Evin Hotel ……………………………57
4-2-2 Within-case analysis: Azadi Hotel …………………………..62
4-2-3 4-2-3 Cross-Case Analysis…………………………………...67
4-2-4 RQ1: What is the relation between academic education and
employees‟ performance?.............................................................70
4-2-5 RQ2: How is the relation between academic education and
employees‟ job satisfaction and their performance?.......................70
4-2-6 RQ3: How is the relation between academic education and
employees‟ work commitment and their performance?....................71
5
Chapter 5 (Findings and Conclusions)……………....……………..
5-1- RQ1: What is the relation between academic education and
employees‟ performance?..............................................................73
5-2- RQ2: How is the relation between academic education and
employees‟ job satisfaction and their performance?........................74
5-3 RQ3: How is the relation between academic education and
employees‟ work commitment and their performance?...................76
5-4 Implications for Managers………………………………………77
5-5 Implications for further research ……………………………….78
5-6 Limitation of the study………………………………………….79
References…………………………………………………………..80
Appendix 1: Interview Guide……………………………………….90
List of Tables
Table 1.1.………………...………….……………………………….11
Table 1.2 …………………….………………………………………12
Table 2.1………………...……………..……………...………….22,23
Table 2.2…………………............................................................36,37
Table 3.1............................................................................................41
Table 3.2............................................................................................42
Table 3.3........................................................................................... 46
Table 4.1…………………………….............................................57
Table 4.2…………………………….............................................62
Table 4.3…………………………….............................................67
6
List of Figures
Figure 2.1………………………………………………………….....27
Figure 2.2…………………………………………………………….31
Figure 2.3…………………………………………………...….........35
7
Chapter one
1.1 Introduction
In this chapter the background of the subject matter for the thesis is offered
and after that a problem statement is introduced. Next, research goals,
research questions and scope of research will be presented and finally the
outline for this thesis and key words will be provided.
1.2 Background
Hotel Industry is one of the most important factors for the Tourism and
Hospitality Industry. Consequently the development in the Tourism and
Hospitality industry depends on development in the Hotel industry.
Human resources are as the most important enterprise property (Mayo, 2001),
As Amoah and Baum (1997) stress that: the human factor is essential for
developing the tourism sector and on the other hand, it creates the essence of
quality in tourism supply, and also, nowadays this is especially true for
hospitality and tourism industry and it cannot be unnoticed because of the
intensive work of this industry. McDonald & Hopkins (2003, as cited in
Pološki Vokic, 2008).
At the present time, in common with many other labor-intensive service-based
industries, hospitality and tourism product is people and it depends on
delivery of human factors (Baum, 1993, p. 3), but the quality tourism and
hospitality service needs skilled and educated service employees (Baum, 1995
in Baum & Nickson, 1998) and besides the researcher realized that the quality
of a country‟s tourism and hospitality industry is influenced by the education
level of tourism employees. (McDonald&Hopkin, 2003, p.156).
8
There are primary reasons why educated and knowledgeable employees are
important for the hotel industry success. (Nina Pološki Vokic, 2008).
Firstly, Human resources are a significant component in service and
hospitality industry which would influence on achievement or failure of the
organization and also significance for the performance of the nowadays hotel
industry (Abdul Hameed, 2011). This event happened because the economy
reformed from the industrial one to being more knowledge and service
oriented (G. Ivankovič & M. Jerman, 2010). Thus, formations and societies
are investing large amount of money on employee development (Abdul
Hameed&Aamer Waheed, 2011). For instance: ASTD (The American Society
for Training and Development) estimates that U.S. organizations spent
$125.88 billion on employee learning and development in 2009 (The
American Society for Training and Development, 2009).
Moreover, nowadays "Hospitality industry has been changing rapidly as a
result of changing economies, societies, and fast developing technologies"
(Baum, Amoah, & Spivack, 1997) and "To cope with these changes,
employees need various skills and abilities and the industry will benefit from
increased levels of formal education and training" (O‟Mahony & Sillitoe,
2001) and also hospitality educations prepare students with the skill sets to
succeed in this fast changing industry. (Kim, 2008) and also encounter of the
modern world, where in dominate knowledge and high technology, forced that
educated and well-informed employees became the key factors for handling
change and obtaining competitive advantage of organizations . (Pološki
Vokic & Grizelj, 2007).
Secondly, an important factor for hospitality and tourism industry is
employees, because industry declares itself as a “people industry”, dependent
on the competency and committed staff to deliver quality services with
stability (Baum & Nickson, 1998, p. 76).Other words, because the relationship
between guests and staff in the hospitality and tourism industry has a
significant impact on the tourist experience, high quality staff to deliver,
operate, and manage the tourism product are vital. (Amoah & Baum, 1997).
Now, if we want to have an overview on the employees‟ performance,
Abu Mollik, Majharul Talukder and Ali Quazi (2011) mentioned that an
employee with a higher educational level is anticipated to be more satisfied
and better in the job performance than his/ her colleague with a lower level of
education and also Mohammad Salim Zahargier and Nimalathasan
9
Balasundaram (2011) stressed that employees‟ performance (EP) is a
significant factor that helps to progress the outcomes and behavior of the
employees. It also helps to progress the efficiency of the organization.
Furthermore, when the literature on higher education and police is reviewed, it
is obvious that most of the literature recommends that higher levels of
education have significant influences on police behavior and attitudes and as a
result, they desire to do better job performance and of course when compared
to officers without higher education, they are more probable to be promoted
(Roberg et al., 2005).
At the end, we should mention that each organization which learning, training
and development are seen as a priority for their employees; it will be faced
with higher profitability and greater job satisfaction for staff. (Leslie et al.,
1998) and Abu Mollik, Ali Quazi, (2011) stated that it is anticipated that there
is a positive relationship with the employee job satisfaction and employee job
performance.
Champathes (2006) express that there is a direct correlation between
employee development and employee Performance. This improvement leads
to greater employee satisfaction with the job and commitment with the job and
thus is likely to increase employee performance. When employee performance
would increase, this will cause the organization successfulness. (Abu Mollik,
Majharul Talukder& Ali Quazi, 2011).
According to Blau (1998) academic education impact work commitment and
investment in employee development assists more commitment by employees
to the organization and, consequently, causes that the employees want to work
harder for increasing the organization‟s efficiency (Arthur, 1994; Woods & de
Menezes, 1998).
Then, Samad (2005) found that there is a relationship between organizational
commitment and job performance and understood that the relationship
between organizational commitment and job performance is moderated by job
satisfaction. So committed employees perform better at job if they are
satisfied with their job. (Hanan Al-Ahmadi, 2009).
10
1.3 Problem Statement
There are several researches that give emphasis to the significance of
employees as a critical success factor (CSF), with specific importance for the
hotel industry (Jones, T. A & Harris, P. J., 1995). This event happened
because the economy reformed from the industrial one to being more
knowledge and service oriented (G. Ivankovič, M. Jerman.2010). Therefore,
the human capital, innovations and the information technology became the
significance for the performance of the nowadays hotel industry. (G.
Ivankovič & M. Jerman, 2010).
As affirmation, human resources are a significant component in service and
hoteling industry which would influence on achievement or failure of the
organization (Abdul Hameed & Aamer Waheed, 2011). Thus, formations and
societies are investing large amount of money on employee development
(Abdul Hameed & Aamer Waheed, 2011), for instance: ASTD (The American
Society for Training and Development) estimates that U.S. organizations
spent $125.88 billion on employee learning and development in 2009 (The
American Society for Training and Development, 2009).
Employee development means to improve the capabilities of a staff and
organization as a whole so (Abdul Hameed & Aamer Waheed, 2011); and
since staff development leads to progress employees' performance and
consequently organizational effectiveness. Elena P. (2000) and also Baum
(2006) stated that education and training for all employees who are working in
tourism and hospitality industry could be presented as two important items
that will make the industry competitive and it will influence on employee
performance.
Therefore, there is a direct correlation between Employee development and
Employee Performance. This improvement led to greater employee
satisfaction and commitment and thus is likely to increase employee
performance. When employee performance would increase, this will cause the
organization successfulness. (Champathes, 2006).
Organizations which learning, training and development are seen as a priority
for their employees, they will be faced with higher profitability and greater
job satisfaction for staff. Leslie et al., (1998) and also Abu Mollik and Ali
Quazi (2011) stated that it is anticipated that there is a positive relationship
with the employee job satisfaction and employee job performance.
11
According to Blau (1998) academic education impact work commitment and
investment in employee development assists more commitment by employees
to the organization and, consequently, causes that the employees want to work
harder for increasing the organization‟s efficiency (Arthur, 1994; Woods & de
Menezes, 1998). Samad (2005) found that there is a relationship between
organizational commitment and job performance and understood that this
relationship is moderated by job satisfaction. So committed employees
perform better at job if they are satisfied with their job. (Hanan Al-Ahmadi,
2009).
In terms of the effect of education on employee‟s job performance, there are
different ideas and experiences in this field .Here we mention some of them
and we'll talk more about them in literature review. For instance:
Table 1-1
Author and Scholar ideas
Sarmiento and Beale(2007)
&AlAhmadi (2009)
Found a negative relationship
between education and job
performance
Thomas W. H. Ng, Daniel C.
Feldman. (2009)
They state that there is a positively
relationship between education and
task performance
Garver (1996)
He displays that there is an important
positive correlation between learning
activities and performance at work
Hanan Al-Ahmadi (2012)
He pointed out that education has
negative correlation with job
performances
Our research focuses to understand or find out the impact of employee
knowledge on their work performance and the organization.
The main reason that we have chosen this title for our thesis is because of
facing a number of hotels in Tehran like Simorgh, Espinas, and Evin where
are more popular and Customer-friendly, furthermore was observed that their
employees are educated, well-trained and English speaking.
12
On the other hand, encountered with the other hotels like Homa and Laleh
where don't have enough strengths in compare with previous hotels and also
the staffs are not helpful enough and moreover lack of trained, polite and
English-speaking employees are remarkable ,all of them causes that bring
negative word of mouth and result in losing customers (Golnaz Alambeygi
,2011).
The other reason for choosing this topic for our study is that we encountered
with many researches into human resources which have indicated that the
largest weakness in the field of tourism (and therefore in the hotel industry) is
the low level of knowledge. Gordana Ivankovič (2010, as cited in Jones, T.
A& Harris, P. J, 1995; Geller, A. N., 1984; RNUST, 2009). Here is shown a
few examples that refer to this matter:
Table 1-2
Author and Scholar ideas
Kusluvan (2000) the percentage of managers with
academic education in tourism and
hospitality is low, compared to the
other industries
Ladkin‟s (2002) only 15 percent of managers in
Australia had an academic degree
Jameson (2003) The hotel industry has one of the top
levels of skill shortages.
Ivankovič, M. Jerman .(2010) One of the most significant problems
in the tourism industry especially in
the field of hotels is the low level of
knowledge and information.
Statistical Center of Iran (2011) It has stated (According to the last
survey in 2011) that the population of
employees who are working in the
hospitality industry in Tehran is
52952and from these staff only 27942
persons has universities education
(related or unrelated)
13
These issues gave us the idea or a hint to be curious that, if education can be
one of the significant factors that impact on employees‟ performance and
subsequently on their performance in a hotel? Or lack of academic education
can be a problem for an employees‟ performance in a hotel?
And of course, there are very little research has been done in this area for
Iranian hotel industry and moreover there is no research about this matter in
group of Parsian hotels.
The outcome of the literature research causes to know that, what the influence
of education is on employees‟ performance in an organization.
1.4 Research goals
Based in discussion above the main objective of the research is to determine
the role of academic education on employees‟ performance in Tehran Parsian
Evin and Azadi Hotels?
The study is aimed to achieve the following objective:
To examine the relation between academic education and employees‟
performance in Tehran Parsian Evin and Azadi Hotels?
1-5 Research questions
1- What is the relation between academic education and employees‟
performance in Tehran Parsian Evin and Azadi Parsian hotels?
2- How is relation between academic education and employees‟ job
satisfaction and their performance in Tehran Parsian Evin and Azadi
Hotels?
3- How is relation between academic education and employees‟ work
commitment and their performance in Tehran Parsian Evin and Azadi
Hotels?
14
1-6 Scope of research
The scope of this research in terms of space and geography is located in
Tehran–Iran and Terms of time returns to summer and autumn 2013.
Meanwhile, due to the level of service quality and current situation in Iranian
hotel industry, we have to choose 4 and 5 star hotels in Tehran. Unfortunately,
due to disaffiliate most 4 and 5 star hotels in Tehran ,we had to choose two
hotels which they accepted to work with us , our study only was conducted on
4-star Parsian Evin hotel and 5-star Parsian Azadi hotel.
The scope of this study is focused on impact of academic education on
employees‟ performance and the study is delimited to managers of front
office, housekeeping, human resource and food & beverage departments.
1-7 Thesis structure
Chapter one: This chapter is included of problem statement, research
questions, research goal, scope of research, thesis structure and finally the key
words.
Chapter two: The literature review for the research will be presented.
Chapter three: Goes through the methodology for the thesis; how data will be
collected and how it will be analyzed.
Chapter four: Represents the empirical data and also analysis of data
collected.
Chapter five: Presents the findings for this thesis and discusses suggestions for
further research.
15
1-8 Key words
Education
Education is a process of teaching, training and learning, especially in schools
or colleges, to improve knowledge and develop skills. Definition of education
noun from the Oxford Advanced Learner's Dictionary
The Manpower Services Commission (as Cited in Armstrong, 1991, pp. 414-
415) defined education as:
Activities which aim at developing the knowledge, skills, moral values and
understanding required in all aspects of life rather than a knowledge and skill
relating to only a limited field of activity. The purpose of education is to
provide the conditions essential to young people and adults to develop an
understanding of the traditions and ideas influencing the society in which they
live and to enable them to make a contribution to it. It involves the study of
their own cultures and of the laws of nature as well as the acquisition of
linguistic and other skills which are basis to learning, personal development,
creativity and communication.
The DOE (as cited in Pinnington and Edwards, 2000, p. 185) defined
education as:
“A process and a series of activities which aim at enabling an individual to
assimilate and develop knowledge, skills, values and understanding that are
not simply related to a narrow field of activity but allow a broad range of
problems to be defined, analyzed and solved”.
.
The highest education is that which does not merely give us
information but makes our life in harmony with all existence.
Rabindranath agore
Education is the creation of sound mind in a sound body. It develops
man‟s faculty specially his mind so that he may be able to enjoy the
contemplation of supreme truth, goodness and beauty. Aristotle
Education is the development of good moral character. J.F.Herbert
16
Education is not a preparation for life, rather it is the living. Education
is the process of living through a continuous reconstruction of
experiences. It is the development of all those capacities in the
individual which will enable him to control his environment and fulfill
his possibilities. John Dewey
Meanwhile, we should mention that the meaning of education in our research
is academic education and education qualifications then three levels of
academic education that we consider are: Associate Degree, Bachelor and
master degree.
Performance
“…performance is associated with quantity of output, quality of output,
timeliness of output, presence / attendance on the job, efficiency of the work
completed [and] effectiveness of work completed” (Mathis & Jackson
2009:324).
Performance means both behavior and result. Behavior originates from the
performer and transforms performance from idea into action. (Armstrong,
2000).
Job performance is one of the indicators for improving the services industry.
Job performance refers to the behavior of employees that are expected in order
to the organizations goals (Campbell et al., 1993).
Rudman (1998) stated that" performance is concentrated on behavior or
purposeful work".
Wright &McMahan (1992); Wright Snell (1991) stated that:
We can conceptualize work and work performance as a system comprising
three main elements arranged in a linear sequence:
1 „inputs‟, including employee knowledge, skills and competencies (i.e.
abilities and attitudes), as well as other tangible and intangible „resources‟
2 human resource „throughputs‟ (i.e. activities that transform inputs into
outcomes, including, most importantly, work effort and other behavior);
3 „outputs‟, including outcomes from work behavior; i.e. results.
17
So, an employee provides work inputs in the form of knowledge, skills,
abilities and attitudes, applies these through effort and related forms of work
behavior, and produces a certain quantity of products or services of a certain
quality within a certain period of time.
In this research the meaning of performance is all the methods and results of
employees working are from the perspective of managers.
18
Chapter 2(Literature Review)
2-1-Introduction
The following chapter provides a review of literature which shows the studies
and experiments conducted with aiming to create a body of knowledge for
covering the problem statement. Consequently, at the end of this chapter a
conceptual model is resulted from the literature.
First, in this chapter we talk about these issues: Hospitality industry and
employees, Importance of educated employee in Hospitality industry and
Education and Job performance then after considering these issues, a number
of various studies concerning the research questions are provided, and then the
studies which have the most correlation are chosen and finally the conceptual
model is extracted from them.
2-2 Hospitality industry and employees
A current description of Hospitality mentions to the correlation process
between a guest and a host. “Hospitality Industry” refers to the companies or
organizations which are responsible for the basic needs of customer food or
drink and accommodation to people who are away from home. (Mr. Murray
Mackenzie and Dr. Benny Chan, 2009).
In tourism and hospitality industry, human resources are significant to offer
services, and human being is one of the most important factors for setting up
hospitality businesses (Seyyedali Routeh, 2012) and also hospitality industry
leaders pointed out that the essential tools of success for individuals entering
of hospitality industry are knowledge, skills and abilities (KSAs). (Suzzette
Shaw Goldmon, 2011).
Human resources are the most important organization asset (Mayo, 2001).
At the present time, this matter is especially true for tourism and hospitality
industry and in common with many other labor-intensive service-based
industries, hospitality and tourism product is people (a dependent factor) and
it depends on delivery of human factors (Baum, 1993, p. 3), but the quality
19
tourism and hospitality service needs skilled and educated service employees
(Baum, 1995 in Baum & Nickson, 1998). As Amoah and Baum (1997)
emphasis, the human factor is essential to development of the tourism sector.
There are several researches that give emphasis to the significance of
employees as a critical success factor (CSF), with specific importance for the
hotel industry (Jones, T. A & Harris, P. J., 1995; Geller, A. N., 1984). This
event happened because the economy reformed from the industrial one to
being more knowledge and service oriented. Therefore, the human capital,
innovations and the information technology became the significance for the
performance of the nowadays hotel industry. (G.Ivankovič & M. Jerman,
2010).
2-3 Importance of educated employee in Hospitality industry
Education and training for all employees who are working in tourism and
hospitality industry could be presented as two important items that will make
the industry competitive and It will influence on employee performance
(Baum, 2006).Nowadays, intelligent managers know that they can guarantee
their success, efficiency, and competitive advantages if they invest on
improvement and development of their human resource (Mousavi, 2004).
The quality tourism service needs capable and well trained service staff
(Baum, 1995 in Baum & Nickson, 1998). As Amoah and Baum (1997) stress
that: the human factor is fundamental to development of the tourism sector
since it constitutes the very essence of quality in tourism supply (Nina Pološki
Vokic, 2008).
The researcher realized that the quality of a country‟s tourism and hospitality
industry is influenced by the education level of tourism employees.
(McDonald&Hopkin,2003,p.156).
There are primary reasons why educated and knowledgeable employees are
important for the hotel industry success. (Nina Pološki Vokic, 2008).
Firstly, in the era of knowledge, only qualified employees bring a competitive
benefit for a company (Phillips, 1997; Stewart, 2001; Obadic, Pološki Vokic
& Sincic, 2005; Pološki Vokic & Grizelj, 2007). For instance Connolly and
McGing (2006) say that, there are numerous samples of successful businesses
without educated or well-trained staff .However, this logic does not provide
20
that a well-trained graduate today cannot help to improve the business or
become more competitive.
Secondly, an important factor for hospitality and tourism industry is
employees, because industry declares itself as a “people industry”, dependent
on the competency and committed staff to deliver quality services with
stability (Baum & Nickson, 1998, p. 76).Other words, because the relationship
between guests and staff in the hospitality and tourism industry has a
significant impact on the tourist experience, high quality staff to deliver,
operate, and manage the tourism product are vital. (Amoah & Baum, 1997).
2-4 Education and Job performance
Education level is positively related to task performance. (THOMAS W. H.
NG& DANIEL C. FELDMAN, 2009).
An employee with a higher educational level is anticipated to be more
satisfied and better in the job performance than his/ her colleague with a lower
level of education. (Abu Mollik, Majharul Talukder& Ali Quazi, 2011).
Employees‟ performance (EP) is a significant factor that helps to progress the
outcomes and behavior of the employees. It also helps to progress the
efficiency of the organization (Zahargier, M.S & Balasundaram, N, 2011).
Meanwhile, researcher found that there is a positive relation between human
capital and the performance of hotel; they noticed that a significant
relationship between formal education of employee and the business
performance of hotel enterprises can be recognized. Formal education is one
of the measures to assess the value of human resources (Drucker, P. & Nova
zbilja, 1992; Stewart, T. A. 1997).
In Taiwan, Tzeng (2004) found that there is a relationship between nursing
performance and nursing competencies, and recommended that for improving
performance of nurses, the education and training are essential.
When the literature on higher education and police is reviewed, it is obvious
that most of the literature recommends that higher levels of education have
positive influences on police behavior and attitudes (Roberg et al., 2005).
21
2-5 Previous Research
In this chapter, a number of various studies concerning the research questions
are provided, and then the studies which have the most correlation are chosen
and finally the conceptual model is extracted from them. The articles which
have been reviewed are revealed in following tables.
22
Table 2-1: a brief of the previous researches which are related to our study
Row Title Researcher Year
1 Human Capital As The
Critical Success Factor
G. Ivankovič,
M. Jerman:
2010
2
The Importance Of
Educated And
Knowledgeable
Employees For The
Hotel Industry
Performance: The Case
Of Croatia
Nina poloski
Vokic
2008
3
Employee development
and Its effect on
Employee Performance
a Conceptual
Framework
Abdul Hameed
&Aamer Waheed
2011
4 The Importance Of
Formal Employee
Education
In The World Of
Growing Uncertainty
İsmail Bakan
2000
5 Factors affecting
Employees’Performance
in Ready- Made
Garments (RMGs)
Sector in Chittagong,
Bangladesh
Mohammad Salim
Zahargier*,
Nimalathasan
Balasundaram**
2011
6 How Broadly Does
Education Contribute
To Job Performance?
Thomas W. H. Ng,
Daniel C.
Feldman
2009
7 Gede, Ngozi Tari1
and Lawanson,
Olukemi Anike2
2011
8 The Impact Of Higher
Education On The Job
Preparedness And Job
Performance Of Turkish
National Police Officers
Erhan Beyhan 2008
23
9 "Factors affecting
performance of hospital
nurses in Riyadh
Region, Saudi Arabia"
Hanan AlAhmadi 2009
10 Employees’ job
satisfaction and
performance in services
sector: Are they linked?
Abu Mollik
Majharul
Talukder*
Ali Quazi
2011
11 A Study of the Effects of
Educational and
Administrative-
organizational
Factors on the Students’
Work Commitment
Mohammad Javad
Liaghatdar,
Fatemeh Samiee,
Alireza adeghian,
Shokouh Shafaie,
Madineh likhani,
Bibi Vajiheh
Hashemi,
2012
12 The Effect Of
Organizational
Learning
On Organizational
Commitment,
Job Satisfaction And
Work Performance
Raduan Che Rose,
Naresh Kumar
&Ong Gua Pak
2009
24
2-5-1 What is the relation between academic education and
employees’ performance?
There are several researches that give emphasis to the significance of
employees as a critical success factor (CSF), with specific importance for the
hotel industry (Jones, T. A & Harris, P. J., 1995; Geller, A. N., 1984). This
event happened because the economy reformed from the industrial one to
being more knowledge and service oriented. Therefore, the human capital
became one of the significant factors for the performance of the nowadays
hotel industry (G. Ivankovič & M. Jerman, 2010).
Modern hotel industry is faced with new challenges by current economy
which is made by intangible properties that are originated from the
knowledge. Nemec Rudež, H. (2006, as cited in G. Ivankovič & Jerman, 2010)
and this new knowledge which is considered as a competitive advantage
between competitors is produced by people (G. Ivankovič & M. Jerman,
2010).Furthermore, the quality, provision and operation of services in hotels
depend frequently on their employees thus it should not be very peculiar that
employees of hotels are the most significant critical success factor. Milost, F.
(2007, as cited in Ivankovič & Jerman, 2010)
Human resources are as the most important enterprise property (Mayo, 2001),
As Amoah and Baum (1997) stress that: the human factor is essential to
development of the tourism industry, and also, nowadays this is especially
true for hospitality and tourism industry and it cannot be unnoticed because of
the intensive work of this industry. McDonald & Hopkin (2003, as cited in
Pološki Vokic, 2008).
At the present time, in common with many other labor-intensive service-based
industries, hospitality and tourism product is people and these industries for
delivering services to the people dependent on the human factors (Baum,
1993, p. 3), but the quality tourism and hospitality service needs skilled and
educated service employees (Baum, 1995 in Baum & Nickson, 1998) and
besides the researcher realized that the quality of a country‟s tourism and
hospitality industry is influenced by the education level of tourism employees.
(McDonald&Hopkin, 2003, p.156).
25
Nowadays hotel industry, due to the force of service industry and Knowledge
economy, depends heavily on the quality (knowledge, skills and abilities) of
its employees and besides because the economic profits of tourism impact
extremely on some countries economy for instance: Croatian economy, So,
knowledgeable and educated employees are vital for its economy. (Nina
Pološki Vokic, 2008).
There are primary reasons why educated and knowledgeable employees are
important for the hotel industry success. (Nina Pološki Vokic, 2008).
Firstly, in the era of knowledge, only qualified employees bring a competitive
benefit for a company (Phillips, 1997; Stewart, 2001; Obadic, Pološki Vokic
& Sincic, 2005; Pološki Vokic & Grizelj, 2007).
Secondly, an important factor for hospitality and tourism industry is
employees, because industry declares itself as a “people industry”, dependent
on the competency and committed staff to deliver quality services with
stability (Baum & Nickson, 1998, p. 76).Other words, because the relationship
between guests and staff in the hospitality and tourism industry has a
significant impact on the tourist experience, high quality staff to deliver,
operate, and manage the tourism product are vital. (Amoah & Baum, 1997).
Moreover, Encounter of the modern world, where in dominate knowledge and
high technology, impelled that educated and well-informed employees
became the key factors for handling change and obtaining competitive
advantage for organizations . (Pološki Vokic & Grizelj, 2007) and also “To
provide the skills needed for effective competition in the rapidly changing and
increasingly competitive international economy, it will be necessary to
contemplate something in the order of a doubling of the proportion staying on
in full time education and training” (Northcott and the PSI Research Team,
1991, p. 152).
So, as stated above, in the past few years many organizations have understood
that for surviving in a world that is changing very fast with a variety of
changes which impress organizations such as: novel technologies, need for
higher efficiency, changing social standards, employee expectations and more
competition for jobs, now the employee‟s progress by education and training
of individuals are necessary, especially for new types of working and new
forms of job. (İsmail Bakan, 2000), thus, Continuing formal education and
development are two significant factors, so anyone who has the necessary
knowledge and skills can be encountered with the changing needs of business
26
(İsmail Bakan, 2000) and also Collin and Holden state that “an educated and
skilled workforce is essential for the effective functioning of an economy, the
competitiveness and wealth of a nation, as well as for the overall well-being of
society” (cited in Beardwell and Holden, 1997, p. 346).
Furthermore, the importance of employee‟s education is considered as
competitive advantage for both employees and organization which causes to
effectiveness on employees‟ and organizations‟ performance (İsmail Bakan,
2000). But despite all the issues Some country's hotel industry like Croatia
hotel industry has not yet recognized the advantages and opportunities of
hiring educated and knowledgeable employees and also they haven‟t reached
the level of awareness in hotel industry to identify the need for educated and
knowledgeable employees and the significant of investments in employees
training and development. Thus, in this situation for Croatian hotel industry in
compare of the other competitors, they could not expect for an important
percentage of world tourism arrivals, neither a sufficient percentage of higher-
quality tourists. (Nina Pološki Vokic, 2008).
As previously noted, employee is a significant component of the organization
and achievement or failure of the organization depends on employee
performance. Thus, formations and societies are investing large amount of
money on employee development (Abdul Hameed & Aamer Waheed. 2011).
), for instance: ASTD (The American Society for Training and Development)
estimates that U.S. organizations spent $125.88 billion on employee learning
and development in 2009 (The American Society for Training and
Development,2009).But on the other hand, numerous countries in the world
have no law for supporting employee‟s education or training, that‟s why
personnel who want to follow a course of study must depend on the
willingness of employers for supporting or paying employee‟s fees (İsmail
Bakan, 2000) and also many organizations do not care about their staff
development activities. They only emphasis on reaching the aims of the
organization. They do not be concerned about employee‟s development. So, if
company would emphasis on this issue, this would help in improving the
employee‟s skills (Chay et al., 2003).
Employee development is very important functions in Human Resource
Management. Employee development means to improve the capabilities of a
staff (Abdul Hameed. Aamer Waheed. 2011); and since staff development
27
leads to progress employees' performance and consequently organizational
effectiveness. (Elena P. 2000). Therefore, there is a direct correlation between
employee development and employee Performance. This improvement leads
to greater employee satisfaction with the job and commitment with the job and
thus is likely to increase employee performance. When employee performance
would increase, this will cause the organization successfulness. (Champathes,
2006).
Now, here we look at this proposed model which is derived of literature
review of past scholars that has been performed in various researches which
related to employee development (independent variable) and employee
performance (dependent variable). Finally employee performance will
eventually impact on the organizational effectiveness.
Employee development variable is included sub variables:
Skill Growth
Employee learning
behaviors
Figure 2-1 Abdul Hameed, Aamer Waheed. (2011). Employee
Development and Its Effect on Employee Performance A Conceptual
Framework. International Journal of Business and Social Science Vol. 2
No. 13, 224-229.
Employee Development
Skill growth
Employee learning
Self-directed
Employee attitude
and behaviors
Employee
Performance
Organizational
Effectiveness
28
A successful industry can be achieved with interaction in progressing their
employees‟ performance. A vital factor which causes to progress the
consequences, behavior and characters of the employees is employees‟
performance (EP) and it helps to develop the efficiency of the industry or a
business (Zahargier& Balasundaram, 2011).
Performance namely both behavior and result. Behavior comes from the
performer and converts performance from thought into action. The behavior is
also a consequence in itself, the product of mental and physical work applied
to the task, which can be judged apart from the result (Armstrong, 2000).
There are several of factors which may be affecting the employees‟
performance. Each employee may have a different influence from different
things at the workplace. Their attitude and behavior can play a significant role
in their performance. Employees do not implement in a vacuum.
There is a variety of factors which may be affecting the employees‟
performance, such as:
• Individual Related Factors: INF (which is the combination of different
aspects i.e. value, beliefs, critical thinking, and anticipation of success and
work attitude);
• Job Related Factors: JRF (i.e. needs, self-concept, personal impact skills
competence, feedback, incentives);
• Organizational Related Factors: ORF (i.e. organizational culture, norms and
standards used at work, communication, supervisor and colleague support)
that affect their performance.
But, in our study, we have only considered one specific factor of INF which is
individuals‟ education and thus, only the influence of this element on
employees‟ performance will be surveyed and now here we refer to the results
of some researches which have studied this matter in different fields and
areas, for example:
Thomas W. H. Ng& Daniel C. Feldman (2009) concluded that Education can
advance core job performance by equipping persons with more knowledge
and consequently with this new capability their task can be fulfilled
successfully, for instance, students who has more knowledge and education in
accounting, can obtain the require capability to be a Certified Public
Accountant (CPAs) and promote in this field.
29
Gede, Ngozi Tari1, Lawanson& Olukemi Anike (2011)stated about the
finding of their research in Bayelsa State Ministry of Education that
educational level has influence on the performance of employees and this
finding supported the other study by Rugai and Agih (2008), who detected
that there is an important correlation between education and job performance
of teachers in Bayelsa State and they stated that teacher who are well trained
and has more knowledge, perform better than less trained and less
knowledgeable teacher and on the other hand, the employee‟s performance of
the Ministry of Education is very significant because, in the province , it will
positively influence in the efficient handling of education and finally attaining
high student performance by impressive teaching and learning in the class.
Therefore, the study suggested to employment eligible employees, and also to
attain a good performance for employees, it is better to train each person
particularly.
Erhan Beyhan (2008) surveyed that whether the performance of an educated
officer is better than an officer who does not have a higher level of education.
Nowadays, with growing complexity of police roles and increasing
expectations placed on police, this idea which mention about higher education
for police officers has become more essential than ever. (Baro & Burlingame,
1999). When the literature on higher education and police is reviewed, it is
obvious that most of the literature recommends that higher levels of education
have positive influences on officers‟ job performance and their attitudes.
(Roberg et al., 2005). Higher education impact on officers to have better
achievement during police academy training, be more flexible, and have a
better perception (Roberg et al., 2005). Furthermore, they want to have a
better job performance, are less probable to be involved in complaints, and are
more likely to be advanced in compare with officers without higher education
(Roberg et al., 2005).
As result, the study found that level of education has the significant impact on
officers‟ job preparedness and performance. Because the statistically
important influence of higher education on officers‟ job preparedness and
performance have been created, the two-year college degree requirement
should be instantly increase to a four-year college degree and should be
provided in the institutions of the TNP.
30
Tzeng (2004, as cited in Hanan Al-Ahmadi, 2009) understood that nursing
performance is linked to nursing qualifications in Taiwan, and recommended
that training and education are necessary for improving performance of
nurses, And also, Hanan Al-Ahmadi (2009) said that the results of his research
for hospital nurses in Riyadh Region, Saudi Arabia displayed that there is no
correlation between level of education and job performance of nurses which is
opposing the prior researches that show education has a positive influence on
job performance. The researcher in this study explains this negative
relationship by an impact of the restricted opportunity for progressing nursing
abilities and competencies, and lack of a qualified environment which
motivates nurses.
2-5-2 How is the relation between academic education and
employees’ job satisfaction and their performance?
In the following, we will investigate the impact of academic education on
employees‟ job satisfaction and also the relation between employees‟ job
satisfaction and employees‟ performance that‟s why for surveying this matter,
we look at some articles which mention about this subject.
Mollik, A., Talukder, M., & Quazi, A (2011) surveyed the influence of
employee demographics on their job satisfaction and job performance in a
developing economy like banking institutions in Bangladesh, but we should
notify that Previous studies have found that there is a positive relationship
between job satisfaction and job performance in the banking sector in
Bangladesh (Mollik, 1988; Orpen, 1978; Fisher, 1980).
Mollik, A., Talukder, M., & Quazi, A (2011) used this model (figure 2-2) in
their research. In developing economy in Bangladesh where they prefer to
match job conditions with higher level education, these researchers anticipated
that an employee with a higher level of education to be more satisfied and to
be better in the job performance than someone with a lower level of education.
31
Incentive
Job performance
Figure 2-2 Mollik, A., Talukder, M., & Quazi, A, (2011). Employees’
job satisfaction and performance in services sector: Are they linked?
Paper presented at world Business and Economics Research Conference,
Auckland, New Zealand. Retrieved from
http://www.wbiconpro.com/414-Majharul.pdf
Age
Experience
Job satisfaction
Education
But, the result shows that the age of employees is significantly related with
their performance but not with their job satisfaction and also older employees
are the better providers to the financial sector‟s performance in Bangladesh.
Besides, the result indicates that, there is no relation between experience job
and job satisfaction and also job performance in banking institutions in
Bangladesh .The other finding of this study is that there is a significant
relationship between employee‟s education level and job satisfaction but
employee‟s education level is not related to job performance. And finally,
financial incentives positively affect employee‟s job performance and job
satisfaction for the financial sector in Bangladesh.
Furthermore, there is an important relationship between Employees‟ job
satisfaction and their level of performance and also the results revealed that in
the banking sectors in Bangladesh, to achieve higher performance, higher
education is not seen as a major factor. Furthermore, for hiring employees in
the banking sector, education has not been considered as a necessary
requirement.
32
Moreover , Leslie et al. (1998, as cited in Raduan Che Rose, Naresh Kumar
&Ong Gua Pak, 2009) stated that organizations which learning, training and
development are seen as a priority for their employees, they will be faced with
higher profitability and greater job satisfaction for staff . In the following this
theme, there are some studies which support the correlation between job
satisfaction and job performance (Judge et al., 2001; Politis, 2005; Suliman
and Iles, 2000; Wilson and Frimpong, 2004; Yousef, 1999). These studies
revealed that employees who are satisfied with their job are more probable to
be useful in their job (McNeese-Smith, 1997) and also deliver a good quality
service (Crossman and Abou-Zaki, 2003) and consequently will influence on
employees‟ performance. (Raduan Che Rose, Naresh Kumar &Ong Gua Pak,
2009).
And so, we can refer to Knoop (1995, as cited in Hanan Al-Ahmadi, 2009)
that Job satisfaction causes a several outcomes between nurses like: more
efficiency, good quality of carefulness and attempt to stay in the organization
and on the contrary, Job dissatisfaction causes to reduce efficiency and poor
performance (Butler and Parsons, 1989; Robinson et al., 1991).
Hanan Al-Ahmadi (2009) said that the other results of his research for hospital
nurses in Riyadh Region, Saudi Arabia ,in accordance with previous research
results, revealed that there was a positive correlation between job performance
and overall job satisfaction for instance: Satisfaction with work, management,
connection at work, satisfaction with salary and chance of development in the
job, and circumstances in the work (Knoop, 1995; Borda and Norman, 1997;
Shader et al., 2001; Judge et al., 2001).
33
2-5-3 How is the relation between academic education and
employees’ work commitment and their performance?
Finally, here we consider the impact of academic education on employees‟
work commitment and also the relation between employees‟ work
commitment and employees‟ performance that‟s why for surveying this
matter, we look at some articles which mention about this subject.
Mohammad Javad Liaghatdar et al. (2012) said that in an organization work
commitment is an element that causes to the progress of regularity, sense of
responsibility, morality, and development of human relationships at work and
also in an organization , great degrees of work commitment causes to have a
high efficiency, fulfillment of human cultural, the management stability, the
economic regularity, the efficiency and the attainment of short-term and long-
term objectives of the organization and moreover , Decrease in absenteeism
and ineffective occupational behaviors (Rikletta, 2002), progress of efforts
and continuous attention to the work and job performance improvement
(Meyer, Stanley, Herscovitch, & Topolnvtsky, 2002) , that all of them are due
to work commitment of the people.
Work commitment is a kind of training for changing the manner and
attitudes of staff to develop their efficiency (Abtahi, 1995) and family is the
first place of teaching the work commitment for each person and also, in a
family, people are exposed to different situations and their work commitment
are formed by support and control of the family (Gupta, & Tyagi, 2009).
Consistent with the researches outcomes which have been done by Gupta, &
Tyagi, (2009), Trombetta & Rogers 1988), and Afje (1997), revealed that the
educational factor is the first element that affects the students work
commitment and also Blau (1998) stated that academic education impact work
commitment , as well as kuvaas (2003,as cited in Mohammad Javad
Liaghatdar et al. ,2012) that plans to continue training and education, Having
the desire to improve, cause to have higher the level of work commitment.
Mohammad Javad Liaghatdar et al. (2012) said that the results of his survey
are that work commitment has played a critical role by in attaining personal
comfort and social progress, families are suggested to include commitment
and responsibility in their parenting plan from beginning, children are exposed
to a suitable education and training and also results revealed that education
factors affect the students‟ work commitment.
34
In the following this theme, According to several prior researches identified
that there is a correlation between organizational commitment and job
performance (Mathieu and Zajac, 1990; Al-Otaibi, 1993; Ward and Davis,
1995; McNeese-Smith, 1997;Yousef, 2000; Suliman and Iles, 2000 ; Arnett,
Laverie and McLane, 2002; Samad,2005), This positive relationship indicates
that more faithfulness for employees cause to attempt more at their work and
consequently lead to perform better and also have a better efficiency (Yousef,
1999) and also in Taiwan, organizational commitment and attempt to leave
was surveyed between 2,197 hospital nurses and the results showed that
organizational commitment is positively related to performance and
productivity ( Hanan Al-Ahmadi ,2009).
Hanan Al-Ahmadi (2009) also found that the other outcome of his research for
hospital nurses in Riyadh Region, Saudi Arabia, is a significant positive
relationship between job performance and organizational commitment for
nurses who work in Ministry of Health hospitals in Riyadh Region, Saudi
Arabia.
Kamarul and Raida ( 2003, as cited in Raduan Che Rose, Naresh Kumar
&Ong Gua Pak ,2009)Nowadays, an organizational commitment is very
significant and as it looked to be a motive force for job performance and also
this is an important variable for expressing the behavior which is related to
work and its influence on performance(Benkoff, 1997). Then, Samad (2005,
as cited in Hanan Al-Ahmadi, 2009) and also Carmeli and Freund (2004, as
cited in Raduan Che Rose, Naresh Kumar& Ong Gua Pak, 2009) found that
there is a relationship between organizational commitment and job
performance and understood that the relationship between organizational
commitment and job performance is moderated by job satisfaction, So
committed employees perform better at job if they are satisfied with their job.
Furthermore, the relation between organizational commitment and job
satisfaction has also been considered in several prior studies and the outcome
of their research revealed that an important correlation between the two
variables (Bhuian and Abul-Muhmin, 1997; Yousef, 2002; Yavas; Badur,
1999; Liou, 1995; Baugh and Roberts, 1994).
And finally, Champathes (2006) express that there is a direct correlation
between Employee development and Employee Performance. This
improvement leads to greater employee satisfaction with the job and also
employee commitment with the job and thus is likely to increase employee
performance. When employee performance would increase, this will cause the
35
Education
Job satisfaction
Employees
‘performance
organization successfulness. (Abu Mollik, Majharul Talukder& Ali Quazi,
2011).And also, Watkins and Marsick (2003) stated that, any organization that
staff training and development is a priority, the personnel of such
organizations are more satisfied with their job and more commitment to their
company and consequently they have better performance in their job. (Raduan
Che Rose, Naresh Kumar& Ong Gua Pak, 2009)
2-6 Conceptual Framework
Now, in this part the conceptual model is extracted from the most relevant
studies to research questions. According to the research questions there are
four factors to study our research.
Figure 2-3: conceptual framework
Work commitment
36
Table 2-2 a brief of the views and studies of the previous researches related to Research question and conceptual framework which is extracted from them.
R
Element
Research title
Author
year
Education
Employee development and Its
effect on Employee Performance a
Conceptual Framework
Abdul Hameed.
Aamer Waheed.
2011
Employee development and Its
effect on Employee Performance a
Conceptual Framework
Abdul Hameed
&Aamer Waheed
2011
The Importance Of Formal
Employee Education
In The World Of Growing
Uncertainty
İsmail Bakan
2000
Employees’ job satisfaction and
performance in services sector:
Are they linked?
Abu Mollik
,Majharul
Talukder*, Ali
Quazi,
2011
Human Capital As The Critical
Success Factor
G. Ivankovič,
M. Jerman: 2010
The Impact Of Higher Education
On The Job Preparedness And Job
Performance Of Turkish National
Police Officers
Erhan Beyhan
2008
How Broadly Does Education
Contribute To Job Performance?
Thomas W. H. Ng,
Daniel C.
Feldman
2009
37
Employee
performance
Factors affecting Employees’
Performance in Ready-
Made Garments (RMGs)
Sector in Chittagong,
Bangladesh
Mohammad Salim
Zahargier,
Nimalathasan
Balasundaram
2011
Element
Author
year
Job
satisfaction
Employees’ job satisfaction
and performance in services
sector: Are they linked?
Abu Mollik ,Majharul
Talukder*, Ali Quazi,
2011
Work
commitment
"Factors affecting
performance of hospital
nurses in Riyadh Region,
Saudi Arabia", International
Journal of Health Care
Quality Assurance
Hanan Al-Ahmadi
2009
38
Conceptual definition
1. The first factor is education, in all researches; they mention education as an
academic and university education.
2. The second factor is job satisfaction
Locke (1969 ,as cited in Mollik, A., Talukder, M., & Quazi, A, 2011)
have defined job satisfaction as “the appraisal of one‟s job as attaining
or allowing the attainment of one‟s job values, providing these values
are congruent with or help fulfill one‟s basic needs” .
We have chosen these concepts because they can answer our second
research question.
3. The third element is work commitment.
Mowday et al. (1982, as cited in Hanan Al-Ahmadi, 2009) describe
work commitment for an individual as a strong trust in the
organization‟s aims and standards; a strong desire to do a great effort
for the organization; and a strong desire to be an employee or a
member of an organization.
And also we should mention that we have chosen this meaning because
it can answer our third research question.
4. The fourth factor is job performance.
Brumbrach (1988, cited in Armstrong, 2000) “Performance means
both behaviors and results. Behaviors emanate from the performer
and transform performance from abstraction to action. Not just the
instruments for results, behaviors are also outcomes in their own
right – the product of mental and physical effort applied to tasks –
and can be judged apart from results.”, this concept can answer our
first research question .
39
This section provides an overview of the methods implemented in this thesis to
answer the research questions in chapter one and also in this chapter is
referred to the purpose of the research, research approach and strategy,
sample selection, data collection and analysis, validity and reliability.
3.1 Research purpose
Robson (2002, as cited in Saunders, Lewis & Thornhill, 2009) points out that
the research purpose is divided into three categories: exploratory, descriptive
and explanatory.
An exploratory study looks for to understand “what is happening; to seek
new insights; to ask questions and to assess phenomena in a new light”
(Robson 2002, p.59). Descriptive research „aim is “to portray an accurate
profile of persons, events or situations “(Robson 2002, p.59).
Explanatory research wishes to study a problem or a status for clarifying the
relations between variables.
This thesis purpose is descriptive .As we mentioned above the object of this
study is to describe or depict an event or a situation (Saunders, Lewis &
Thornhill, 2009) which is suit for this thesis because this thesis describes how
academic education relate to an employee‟s performance. On the other hand,
this study is also partly exploratory. Explanatory study as mentioned above
wishes to understand “what is happening; to seek new insights; to ask
questions. Robson (2002, as cited in Saunders, Lewis & Thornhill, 2009).
Chapter 3 (Research Methodology)
40
3.2 Research approach
According to Saunders et al. (2009) mentioned about two types of research
approaches:
Quantitative concentrates on numerical data (numbers), but in contrast,
qualitative concentrates on non-numerical data (words, pictures).
In quantitative studies uses numbers and statistic, but in qualitative studies
collecting data in the form of words, pictures or descriptions (Yin, 2003).
Qualitative research approach usually uses for the cases that researcher wants
to have a deeper understanding of situation and phenomenon (Saunders et al.
2009).
The qualitative approach is suitable for this research, because the researchers
want to gain a deeper understanding of the relation between academic
education and employees „performance. To collect data for this study,
interview was selected, because it allows the researchers to get suitable
information from personnel and consequently they can have a better
understanding of the situation (ibid).
3.3 Research Strategy
Yin (2009) refers to five different research strategies for a research:
experiment, survey, archival analysis, history and case study. “A case study is
an empirical inquiry that investigates a contemporary phenomenon in depth
and within its real-life context, especially when the boundaries between
phenomenon and context are not clearly evident” (ibid).
According to Yin (2009) opinion, the aim of case studies is to realize
complicated social incident and real–life events, also he adds the case study is
a research strategy which allows the researchers to study the questions such as
„how‟,‟ what‟ and „why‟ that we had it as a research question in chapter one
which are with „what‟ and „how‟.
1- What is the relation between academic education and employees‟
performance in Tehran Parsian Evin and Azadi?
2- How is the relation between academic education and employees‟ job
satisfaction and their performance in Tehran Parsian Evin and Azadi
Hotels?
41
3- How is the relation between academic education and employees‟ work
commitment and their performance in Tehran Parsian Evin and Azadi
Hotels?
Table 3-1: Relevant situations for different research purposes
Strategy Form of research
question
Requires control
over behavioral
events
Focuses on
contemporary
events
Case Study Case Study
How, why Case Study
No Case Study Yes
Source: Adapted from Yin, 2009, p.8
The research strategy which has been used in this thesis is case study. We
used case study because we wanted to gain a better understanding of the
relation between academic education and employees‟ performance in these
two hotels in Tehran and we also have used two case study in this research
because, this allowed us to compare the cases and also to see the differences
and similarities between the cases . Yin (2009) states that, five different ways
are known to use case studies, which our thesis focuses on one of them which
describes a real life events (ibid).
42
3.4 Data Collection
Yin (2009) determines six sources of collecting data for case study, which are
documentation, archival records, and interviews, direct observation,
participant observation and physical artifacts.
For this thesis interviews was chosen for data collection .The following table
shows the strong points and the weak points of this source.
Table 3-2
Six sources of Evidence: Strengths and Weaknesses (Yin, 2009)
Sources of Evidence Strengths Weaknesses
Interview
-Targeted: focuses
directly on
case study topic
- Insightful: provides
perceived causal
inferences
-Bias due to poorly
constructed
questions
- Response bias
- Inaccuracies due to
poor recall
- Reflexivity:
interviewee gives
what interviewer wants
to hear
Source: Adapted from Yin (2009), p.80
Yin (2009) stated that when a case study use in a research, interviews are very
suitable and efficient .The reason why we have chosen this method is that it
considers the research questions and also it is a good way to understand the
participant perspectives.
Interviews can be specified in different ways. For instance by telephone or
face-to-face, formal or informal, casual or in-depth and structured or
unstructured (Marshall & Rossman, 1999; yin, 2003). When a qualitative
43
approach consider in a study, it is better to use face-to-face interviews,
because in this way, the interviewer can solve easier the problems that
respondents have for understanding questions (Yin, 2009); therefore, this
study is conducted by face-to-face and semi structured interview.
In a field of case study research, yin (2009) proposed three different
interviews: open-ended, focus and structured. The open- ended interview is
very common to use and also has a minimum structure in compare of the other
interview methods. Meanwhile, in this method participants can freely say their
views and feeling and also this method let us have deep and accurate
information in the interviews.
In this method, there are a set of open-ended questions that will be answered
by each participant, but here with this kind of questions, interviews might be
different from each other, because, it is possible to change the order of the
questions during the interview (Saunders, et al, 2009).
We chose an interview guide with open ended questions to obtain deep and
accurate information at the time of interviews and also the participant can
freely give answer the questions .Our interview lasted between 40 to 60
minutes. All the questions of our interview guide come from the frame of
reference of the literature and other reason for using interview guide is to
explain the general definition of frame of reference. In the following, because
of increasing the validity; we have checked the interview guide with academic
individuals like our supervisors. In addition, all interviews were recorded by
audio-recording and all the data were gathered from six managers of Evin and
Azadi hotel in Tehran.
3.5 Sample Selection
In a qualitative study, there are three methods for selecting a sample:
Convenience sample, Judgment sample and Theoretical sample.
The sample method that we used for selecting the cases and participants are
convenience sampling, since we chose cases and managers that were
assessable for us (Saunders, et al, 2009).
44
In this thesis, who are interviewed, are six managers of these hotels.
In Evin hotel, three different types of managers have been chosen: residential
managers, housekeeping manager, human resource manager and in Azadi
hotel also have been chosen three different types of managers: residential
managers, housekeeping manager, food and beverage manager.
The reason why we chose these hotels is that officials accepted to have an
interview with their personnel and the reason for choosing the managers is
that they are more suitable choice for answering our research questions,
because they are associated with more employees. In addition, we have
chosen four and five star hotels, to determine differences between these hotels
in terms of answering to the research goal and research questions. we should
also mention that among the four and five star parsian hotels, only these two
hotels worked with us.
3.6 Presentation and Analysis of Data
Yin, (2009) stated that for analyzing a case study data collection, we are faced
with a different methods.
As stated by Yin (2003) general strategies for analyzing case studies divided
to three methods: relying on theoretical propositions, developing a case
description and thinking about rival explanation. The most favorite strategy to
Yin (2003) is relying on theoretical propositions and also this method is more
desirable of the other ways. The second strategy is to develop a descriptive
framework and the purpose of it is to organize the case study, this way is not
very desirable, but it is used when the first strategy is not suitable for the case.
For this study, because we don‟t offer any theory, we should use the second
strategy which is developing a case description.
There are three steps for analyzing qualitative data (Miles and Huberman,
1994):
1. Data Reduction
2. Data Display
3. Drawing Conclusions
45
Data Reduction: “Data reduction refers to the process of selecting, focusing,
simplifying, abstracting, and transforming the data that appear in written up
field notes or transcriptions."
Data display: "an organized, compressed assembly of information that permits
conclusion drawing..." (Miles and Huberman, 1994). In this step allows
researcher to compare the elements of the data and also recognize any
relationship which is obvious. These data can be displayed as text, chart or a
diagram.
Drawing Conclusions: indicate that the researcher begins “to decide what
things mean is nothing regularities, patterns, explanations, possible
configurations, casual and proposition”. (Miles and Huberman, 1994).
Conclusion drawing included the review of the meaning of data analyze and
the evaluate of their consequences. Verification is completely related to
conclusion drawing, it requires reviewing the data many times to verify the
conclusions (ibid).
All the data translated to English and reviewed, then displayed so that it is
consistent with the conceptual model.
Miles and Huberman (1994) stated that there are two methods for analyzing
data: Within-case analysis and cross- case analysis. In within-case analysis the
main reason is to compare the data which is collected from a single case with
the theory has been introduced in the frame of reference and, consequently, to
recognize similarities and differences. In cross- case analysis, each case is
reviewed individually, in addition, two cases compare to each other for
recognizing the similarities and differences. For this research we studied each
case individually and also compared two cases with each other. It means that
we apply both within-case analysis and cross- case analysis in our study.
46
3.7 Quality Standards
Yin (2009) stated that to establish the quality of a research, four things should
be considered. The four things are: construct validity, internal validity,
external validity and reliability, as shown in the table below.
Table 3-3
Case Study Tactics for Four Design Tests (Yin, 1994)
Tests Case study tactic Phase of research in
which
Construct validity -Use multiple sources
of evidence
- Establish a chain of
evidence
- Have key informants
review draft case study
report
- Data collection
- Data collection
- Performance
Internal validity - Do pattern-matching
- Do explanation-
building
- address rival
explanations
- use logic models
- Data analysis
- Data analysis
- Data analysis
- Data analysis
External validity - Use replication logic
in multiple-case studies
- use theory in single-
case studies
- Research design
- Research design
Reliability - Use case study
protocol
- Develop case study
database
- Data collection
- Data collection
47
Validity and Reliability
Construct validity Controls whether operational measures are in line with the
concepts which are being studied (Yin, 2009). In order to have the least
validity difficulties in this step yin (2009) suggested using multiple sources of
evidence, establishing a chain of evidence. This method cannot enhance the
validity of this research because; it uses only one resource for evidence which
is the data that will be gathered of interviewing the participant.
Yin (1994) states that internal validity deals with to identify, whether there is
a causal relation between events or variables. He also states that, there are
three strategies and tactics for internal validity which are mentioned in the
table above. One of these strategies is pattern –matching that compares the
observed pattern with predicted pattern or compares between the collected
data of a case study and the frame of reference of the literature. This study
uses this element of internal strategy for enhancing its validity.
Our research design includes two technics for analyzing cases (within –case
analysis and cross-case analysis), that‟s why, because of using two technics, it
causes to enhance external validity for this study. There is logic for each tactic
which Miles and Huberman (1994) mentioned about that: In within-case
analysis the main reason is to compare the data which is collected from a
single case with the theory has been introduced in the frame of reference and,
consequently, to recognize similarities and differences. In cross- case analysis,
each case is reviewed individually, in addition, two cases compare to each
other for recognizing the similarities and differences across the cases.
Yin, (2009) expressed that the main goal of reliability is to have the least
biases and errors in the study. He also mentioned that, there are two factors
which by considering them, the biases and errors are minimized and reliability
is increased. These two factors are case study protocol and development of a
case study database.
In this study, In order to increase reliability, the research instrument
(interview guide) which is used for collecting the data was reviewed by our
supervisor and also researchers initially consulted with officials for ensuring
about suitable and qualified participants for their interviews and research.
In the following, for reducing the biases in this study, the researcher will try to
have a proper tone and not to have non–verbal behavior and will try not to
48
explain and refer to the answer that they want to hear and also will try not to
confirm or deny any answers. We chose an interview guide with open ended
questions to obtain deep and accurate information at the time of interviews
and also the participant can freely give answer the questions and in addition,
all the interviews were recorded by a voice recorder.
49
Chapter 4 (Data Presentation and Data Analysis)
This chapter will present the empirical data. The data was collected from
interviews of six managers of two hotels in Tehran. For organizing the data,
data is structured based on our conceptual framework and the interview
guide. In the following, for analyzing data, the empirical data is compared to
the conceptual framework. We apply both within-case analysis and cross-
case analysis in our study. In the end, we will also respond to research
questions.
4-1 Data presentation
4-1-1 Hotel Parsian Evin
At first, a general question was raised, which was about the importance of
human resources in their hotel. All the participants answered that human
resources are very important factor for their hotel and they also believed that
this element is a major capital of their hotel and in addition, they mentioned
that human resources should be noted and considered for more efficiency.
Then, when we discussed about academic education for employees, all the
managers believed that these personnel have a better understanding of the
issues in their hotel and also this factor has a significant impact on the process
of employees' performance. Residential manager pointed out that educated
employees bring new thoughts and ideas into their system. HR manager also
believed that “educated personnel have better understanding and work
quality”. Furthermore, all participants discussed that, this hotel has a number
of older experienced employees and also there are a number of young workers
50
with higher education that they need more experience. These two groups
together will create better results. That‟s why it is much better to have
educated and experienced employees together in this hotel, because
experienced employees will offer or present their experience to educated
employees and vise verse, consequently the output could be remarkable and
great.
The other topic that we mentioned was employees’ job satisfaction. The
participants pointed out that job satisfaction for educated employees in their
hotel may not be at a high level, because their expectation are more than their
perception, especially about salary and job promotion. For instance
housekeeping manager said that “Due to educated employees‟ high
expectations, job satisfaction is very difficult to obtain”.
Residential manager and Housekeeping manager mentioned that, salaries is
not too high at this hotel and also there is not a big difference between
educated employees‟ salaries in different educational levels, and it is only
added if there is a job promotion for an employee. As a result, housekeeping
manager stated that “Educated people cannot meet their expectations in terms
of revenue”. ER and residential manager also expressed that educated
employees expect to have a job promotion in a short time and when it did not
occur to them, they become discouraged, and if that, a person who has less
educated ,their expectation is less too , So sooner becomes convinced and
satisfied. ER manager stated that the expectation of educated employees about
the job position in the hotel is too high and expect to be in a suitable status
and if the position is not appropriate for their education, they will become
discouraged and lost their motivation. For instance, he mentioned that they
have an educated person as a maid in housekeeping section, at first she was
satisfied with this position, but little by little became discouraged and lost
their motivation, later when we had an appropriate vacancy, we changed her
position. Residential manager also mentioned that “To a certain extent,
women are allowed to progress in their job in bonyad hotels “. For instance, a
woman cannot be a head manager of a hotel and this matter can lead to
dissatisfaction for an employee in a long time.
All three participants also believed that employees, who have related
education with hoteling, can be more satisfied with their job, because in this
area, their expectation is closer to their perception, and also they can quickly
adapt to their environment and can be easily trained and work, thus,
satisfaction gains faster, but for others, adjusting to new situations takes time
and this lowers a person's confidence.
51
When it came to work commitment, Residential manager said that "an
employee who has academic education knows work standards and tries to
adapt with them and also tries to implement them " . In contrast an uneducated
employees who does not know the standard of the work, try to justify their
own analysis and act according to their own perceptions, it is very hard for
them to adapt with this situation, and thus their work commitment is less than
educated employees. According to HR manager and Housekeeping manager,
work commitment is related to the upbringing and nature of personnel. These
two managers also stated that, work commitment does not have relationship
with education level of employees, but given that education can affect
individual behavior and social consciousness, so being said that, this factor
has influence on employees‟ work commitment but less than previous factors.
Housekeeping manager said that for instance employees who are inherently
commitment to the work don‟t need to monitor their work .They prefer to
work accurately and correctly, also they do not leave their workplace, as long
as the work is completed.
Moreover, all the participants believed that employee, who has related
education with hoteling, has a higher commitment to his work, because,
scientifically, they know their work and its standard. Therefore, they show
their interest to the work, as well as want to do it well, that all of these lead to
increase their work commitment. ER manager expressed that these personnel
are more interested to their work and they tend to progress every day, because
of this advance, their interest and their commitment will increase. The
following should be noted that, all three managers agreed that job satisfaction
makes an individual more commitment and more responsible to their work
and job. Residential manager said that for instance an employee who is
satisfied with his job may be stay at work till 5 o‟clock (it means 2 hours more
than usual) without any special expecting, just because his job is done right.
Housekeeping manager said that” job satisfaction which is made by encourage
and attention; impact more on commitment and performance”.
52
Finally, employees’ performance was investigated by researchers in this hotel.
Overall, the participants stated that academic education is an important factor
for their employees which improve employees‟ performance. Housekeeping
manager said “This factor has a positive impact on employees‟ behavior,
which improves their social interactions and behavior”. Residential manager
speculated that an educated staff accepts changes easier, could adapt
themselves to new rules and standards sooner and finally we can get a good
output of their performance. HR manager said that they do their job with the
best efficiency, speed and accuracy. He also added that these personnel accept
criticism easier than uneducated staff and they have a better control over the
critical situation. As a result, all of these conditions can lead to improve
employees‟ performance.
In the following, all three participants believed that, someone who is satisfied
with his job and his expectations has been fulfilled in this arena, display the
better behavior and performance. For instance, Residential manager said that
this person works great over 8 hours and he /she does not feel tired and
complain during the work. ER manager also said, in general, if the job is
suitable for someone who is educated, performance and effectiveness of his
work will be high. All three managers also stated that, there is a positive
relation between work commitment and employees‟ performance, it means,
whatever, employees‟ commitment is more; their performance is more
positive and more favorable. Moreover, participants believed that employee,
who has related education with his work has a better performance, because,
scientifically, they know their work and its standard, which causes a higher
performance for them.
Finally, we should mention that all three managers in this hotel believed that
all three factors (employees‟ job satisfaction, work commitment and
employees‟ performance) will follow a better process or a better result, if the
administrators and managers pay more attention to employees and their
performance and also consider an encouragement or incentive for valuable
work that the employees do. For instance, Housekeeping manager said that
employees salary doesn‟t match with their work, because of this, for taking a
better performance, Requires frequent injections motivate the employees, in
order to have more energy to do the work and show better performance. ER
manager also stated that a simple thanks to the work of employee cause to
have a more satisfied and more commitment employee and also we can expect
to have a better performance of that person. Housekeeping manager also
53
mentioned that training within the organization has an impact on individual
behavior and performance of employees. ER manager again stated another
matter that young workers are less experienced but the investment will be
easier on them, so in the future, we can have experienced worker and also he
mentioned that, whatever, these resources are younger but they are more
attractive to the visitors and consequently, our work efficiency will be higher.
Furthermore, all participants discussed that, this hotel has a number of older
experienced employees and also there are a number of young workers with
higher education that they need more experience. These two groups together
will create better results. That‟s why it is much better to have educated and
experienced employees together in this hotel, because experienced employees
will offer or present their experience to educated employees and vise verse,
consequently the output could be remarkable and great.
4-1-2 Hotel Parsian Azadi
Initially, in this hotel a general question was posed, which was about the
importance of human resources. Like Evin hotel, all the participants answered
that human resources are very important factor for their hotel. Residential
manager believed that the hotel staffs are our internal customers and their
satisfaction should primarily be considered. The other one mentioned that
manpower is of utmost importance, because, He /or she is responsible for the
provision of services in the hotel and most in need a guest in a hotel is a good
service , which be fulfilled by staff.
The next issue that we raised was academic education for employees, which
all the managers in this hotel stated that educated employees are more
efficient in a hotel. Housekeeping manager said that, in compare of
uneducated staff; they certainly have more ability to calm a guest when a
problem occurs. Residential manager stated that these personnel have a better
and positive point of views.
54
The other topic was employees’ job satisfaction. Housekeeping and
Residential manager expressed that, job satisfaction is obtained for
uneducated individuals when they are satisfied in terms of financial, but
Residential manager mentioned that now educated generations of this hotel do
not work simply because of financial need. Of course, maybe material needs
are one of their expectations for satisfying with their job, but they believed
that having Social interaction, job prestige and the psychological satisfaction
of employees are the main factors for being satisfied with a job and these
expectations are fulfilled with an academic education for an employee. For
instance, Residential manager said that, although I have 2 children and I am
very busy, by accepting this position at the hotel, in fact, I got for myself
daunting decision and of course with all the exhaustion because I am
psychologically satisfied, the conditions are acceptable to me. She also
mentioned that providing job satisfaction for educated employee is much
harder, due to higher expectations, because they need more attention and also
they need to be seen and heard by their managers. But uneducated employees
come to work because of financial need; they mostly will be satisfied by
financial way. The other point that Residential manager mentioned is that , in
the past the number of educated employees were low that is why, these
personnel could show easily their abilities and improve their job , but now
because most people are well educated ,the job promotion and job satisfaction
are achieved difficulty. Housekeeping manager pointed out that, university
education leads to increase the level of expectation and decrease the level of
satisfaction. An educated employee expect to have a suitable work position
and have a job promotion in a short time, if these items are not fulfilled ,it will
cause to decrease the job satisfaction. These personnel due to the high
expectations, at a time, they feel they have no hope of achieving their desires
and therefore will not be able to continue this hotel. Nevertheless, this
participant's attitude is toward supporting the theory. Food and beverage
manager also stated that “Educated people have higher job satisfaction”, for
instance, we have a number of educated employees in this hotel who are
satisfied with their job because due to their education can provide income for
themselves.
When it came to work commitment, Residential manager and Food and
beverage manager said that educated employees have a more comprehensive
view point and a better understanding of hotel standards and objectives.
Moreover, these personnel in compare of uneducated individuals are more
sympathetic, more sensitive and more commitment. Food and beverage
55
manager noted that, uneducated personnel are oblivious to the goals of the
hotel and also hotel properties and equipment, these persons only want to do
their job and go. Housekeeping manager believed that, work commitment is
not related to the education level of employees and it is absolutely inherent
factor and also is related to the working conscience of an employee.
The following should be noted that, all three managers agreed that job
satisfaction makes an individual more commitment and more responsible to
their work and job. An employee who is satisfied with his job is more loyal
and committed to his work. Residential manager said that if job satisfaction
for employees don‟t provide, work commitment will remain as a slogan. As an
example food and beverage manager stated that, in this section we had a chef
who did not perform their duties properly because he was not satisfied with
his salary, we tried to fix it and finally, employee were satisfied and since
then, his work was done correctly.
The last issue were studied by researchers in this hotel was employees’
performance. In general, all participants believed that academic education is
an important element for their employees which improve employees‟
performance. Residential manager said that educated employees try to have a
better performance till to be considered by their managers that could reach
their job advancement and promotion. Housekeeping manager expressed that
an educated staff indicates a better behavior, have a better control over the
critical situation and have better information in compare of uneducated staff,
for instance, they can easily speak English . All these cases cause to have a
higher performance which its reflection can be seen in guest satisfaction, So
that most of our guests say that this is the best hotel of Iran.
In the following, all three participants believed that, someone who is satisfied
with his job and his expectations has been fulfilled in this arena, display the
better behavior and performance. Food and beverage manager said that "an
employee who is satisfied with his job has a better behavior and does his duty
much better than dissatisfied employees ". All the managers also stated that,
there is a positive relation between work commitment and employees‟
performance, it means, whatever, employees‟ commitment is more; their
performance is more positive and more favorable.
Moreover, Housekeeping manager and Food & beverage manager believed
that employee, who has related education with his work has a better
performance, because he has better information and knowledge about his work
56
and certainly, this person can make better decisions in critical situations. On
the contrary, Residential manager does not agree that people, who don‟t have
a job-related education, do not perform well in their jobs. He mentioned that
having an interest in the work is the most important factor for obtaining a
good performance in this hotel, because, this employee can easier endure
difficult working conditions and also achieving enough energy by their
interest to work.
Finally, we should mention that all three managers in this hotel believed that
all three factors (employees‟ job satisfaction, work commitment and
employees‟ performance) will follow a better process or a better result, if the
administrators and managers pay more attention to employees and their
performance and also encouragement or incentive for valuable work that the
employees do. For instance, housekeeping manager said that “Sometimes with
a little attention, sympathy or encouragement, we can see more energy in the
personnel. Therefore, these factors lead to satisfaction and impact on
employee‟s performance”.
57
4-2 Data analysis
4-2-1 Within-case analysis: Evin Hotel
In this part, for analyzing data, the empirical data for Evin hotel is compared
to the conceptual framework and in within-case analysis the main reason is to
compare the data which is collected from a single case with the theory has
been introduced in the frame of reference and, consequently, to recognize
similarities and differences.
Table 4-1: Data Display for Evin Hotel
Codes: + Data supports theory
/ Data supports theory partially
- Data does not support theory
Theory
Residential
manager
Human resource
manager
Housekeeping
manager
Job satisfaction / / /
Work commitment + /+ /+
Employee’s
performance
+ + +
58
The empirical data which collected from the interview supports theory
partially when it comes to job satisfaction. Whereas, Mollik, A., Talukder, M.,
& Quazi, A (2011) anticipated that an employee with a higher level of
education to be more satisfied and to be better in the job performance than
someone with a lower level of education. Moreover, Leslie et al. (1998, as
cited in Raduan Che Rose, Naresh Kumar &Ong Gua Pak, 2009) stated that
organizations which learning, training and development are seen as a priority
for their employees, they will be faced with higher profitability and greater
job satisfaction for staff . All the managers pointed out that job satisfaction for
educated employees in their hotel may not be at a high level, because their
expectation are more than their perception, especially about salary and job
promotion. One of the interviewee stated that “Educated people cannot meet
their expectations in terms of revenue”. The other managers also mentioned
that, salaries is not too high at this hotel and also there is not a big difference
between educated employees‟ salaries in different educational levels, and it is
only added if there is a job promotion for an employee. Furthermore the data
showed that educated employees expect to have a job promotion in a short
time and when it did not occur to them, they become discouraged. The results
showed that, this concept is not fully supported by the empirical data.
All three participants also believed that employees, who have related
education with hoteling, can be more satisfied with their job, because in this
area, their expectation is closer to their perception, and also they can quickly
adapt to their environment and can be easily trained and work, thus,
satisfaction gains faster, but for others, adjusting to new situations takes time
and this lowers a person's confidence.
When it came to work commitment, Consistent with the researches outcomes
which have been done by Gupta, & Tyagi, (2009), Trombetta & Rogers 1988),
and Afje (1997), revealed that the educational factor is the first element that
affects the students work commitment and also Blau (1998) stated that
academic education impact work commitment , as well as kuvaas (2003,as
cited in Mohammad Javad Liaghatdar et al. ,2012) that plans to continue
training and education, Having the desire to improve, cause to have higher the
level of work commitment and also Mohammad Javad Liaghatdar et al. (2012)
said that the results of his survey revealed that education factors affect the
students‟ work commitment.
59
Theory is supported by all three participants, but one of them supported the
theory completely and the empirical data which is collected from the others
support the theory to some extent or less than the first interviewee. One of the
participant said that "an employee who has academic education knows work
standards and tries to adapt with them and also tries to implement them " . In
contrast an uneducated employees who does not know the standard of the
work, try to justify their own analysis and act according to their own
perceptions, it is very hard for them to adapt with this situation, and thus their
work commitment is less than educated employees. According to two other
managers, work commitment is related to the upbringing and nature of
personnel. These two managers also stated that, work commitment does not
have relationship with education level of employees, but given that education
can affect individual behavior and social consciousness, so being said that,
this factor has influence on employees‟ work commitment but less than
previous factors.
Moreover, all the participants believed that employee, who has related
education with hoteling, has a higher commitment to his work, because,
scientifically, they know their work and its standard. Therefore, they show
their interest to the work, as well as want to do it well, that all of these lead to
increase their work commitment. One of the managers expressed that these
personnel are more interested to their work and they tend to progress every
day, because of this advance, their interest and their commitment will
increase. The following should be noted that, all three managers agreed that
job satisfaction makes an individual more commitment and more responsible
to their work and job, as, the relation between organizational commitment and
job satisfaction has also been considered in several prior studies and the
outcome of their research revealed that an important correlation between the
two variables (Bhuian and Abul-Muhmin, 1997; Yousef, 2002; Yavas; Badur,
1999; Liou, 1995; Baugh and Roberts, 1994).
Furthermore, Champathes (2006) express that there is a direct correlation
between Employee development and Employee Performance. This
improvement leads to greater employee satisfaction with the job and also
employee commitment with the job and thus is likely to increase employee
performance. When employee performance would increase, this will cause the
organization successfulness. (Abu Mollik, Majharul Talukder& Ali Quazi,
2011) ,And also, Watkins and Marsick (2003) stated that, any organization
that staff training and development is a priority, the personnel of such
organizations are more satisfied with their job and more commitment to their
60
company and consequently they have better performance in their job. (Raduan
Che Rose, Naresh Kumar& Ong Gua Pak, 2009). For instance, one of the
participants said that an employee who is satisfied with his job may be stay at
work till 5 o‟clock (it means 2 hours more than usual) without any special
expecting, just because his job is done right. Housekeeping manager said that”
job satisfaction which is made by encourage and attention; impact more on
commitment and performance”.
The empirical data supports theory when it comes to employees’ performance.
İsmail Bakan (2000) said that the importance of employee‟s education is
considered as competitive advantage for both employees and organization
which causes to effectiveness on employees‟ and organizations‟ performance
and also Gede, Ngozi Tari1, Lawanson& Olukemi Anike (2011) stated about
the finding of their research in Bayelsa State Ministry of Education that
educational level has influence on the performance of employees,
as well as , Thomas W. H. Ng& Daniel C. Feldman (2009) concluded that
Education can advance core job performance by equipping persons with more
knowledge and consequently with this new capability their task can be
fulfilled successfully.
Overall, the participants stated that academic education is an important factor
for their employees which improve employees‟ performance. One manager
said “This factor has a positive impact on employees‟ behavior, which
improves their social interactions and behavior”. The other one speculated that
an educated staff accepts changes easier, could adapt themselves to new rules
and standards sooner and finally we can get a good output of their
performance. Another participant said that they do their job with the best
efficiency, speed and accuracy. He also added that these personnel accept
criticism easier than uneducated staff and they have a better control over the
critical situation. As a result, all of these conditions can lead to improve
employees‟ performance.
In the following, all three participants believed that, someone who is satisfied
with his job and his expectations has been fulfilled in this arena, display the
better behavior and performance. There are some studies which support the
correlation between job satisfaction and job performance (Judge et al., 2001;
Politis, 2005; Suliman and Iles, 2000; Wilson and Frimpong, 2004; Yousef,
1999). These studies revealed that employees who are satisfied with their job
are more probable to be useful in their job (McNeese-Smith, 1997) and also
deliver a good quality service (Crossman and Abou-Zaki, 2003) and
61
consequently will influence on employees‟ performance. (Raduan Che Rose,
Naresh Kumar &Ong Gua Pak, 2009).This positive relationship indicates that
more faithfulness for employees cause to attempt more at their work and
consequently lead to perform better and also have a better efficiency (Yousef,
1999). Then, Samad (2005, as cited in Hanan Al-Ahmadi, 2009) and also
Carmeli and Freund (2004, as cited in Raduan Che Rose, Naresh Kumar&
Ong Gua Pak, 2009) found that there is a relationship between organizational
commitment and job performance and understood that the relationship
between organizational commitment and job performance is moderated by job
satisfaction, So committed employees perform better at job if they are
satisfied with their job. For instance, one of them said that this person works
great over 8 hours and he /she does not feel tired and complain during the
work. The other one also said, in general, if the job is suitable for someone
who is educated, performance and effectiveness of his work will be high. All
three managers also stated that, there is a positive relation between work
commitment and employees‟ performance, it means, whatever, employees‟
commitment is more; their performance is more positive and more favorable.
Moreover, participants believed that employee, who has related education
with his work has a better performance, because, scientifically, they know
their work and its standard, which causes a higher performance for them.
62
4-2-2 Within-case analysis: Azadi Hotel
In this part, for analyzing data, the empirical data for Evin hotel is compared
to the conceptual framework.
Table 4-2: Data Display for Azadi Hotel
Codes: + Data supports theory
/ Data supports theory partially
- Data does not support theory
Theory
Residential
manager
Food and beverage
manager
Housekeeping
manager
Job satisfaction +/ + _
Work commitment + + _
Employee’s
performance
+ + +
63
The empirical data supports the theory about job satisfaction to some extent.
Whereas, Mollik, A., Talukder, M., & Quazi, A (2011) anticipated that an
employee with a higher level of education to be more satisfied and to be better
in the job performance than someone with a lower level of education.
Moreover, Leslie et al. (1998, as cited in Raduan Che Rose, Naresh Kumar
&Ong Gua Pak, 2009) stated that organizations which learning, training and
development are seen as a priority for their employees, they will be faced with
higher profitability and greater job satisfaction for staff .
Two out of three interviewees supported the theory and one of them didn‟t
support it.
One of the manager mentioned that now educated generations of this hotel do
not work simply because of financial need. Of course, maybe material needs
are one of their expectations for satisfying with their job, but they believed
that having Social interaction, job prestige and the psychological satisfaction
of employees are the main factors for being satisfied with a job and these
expectations are fulfilled with an academic education for an employee. She
also mentioned that providing job satisfaction for educated employee is much
harder, due to higher expectations, because they need more attention and also
they need to be seen and heard by their managers. But uneducated employees
come to work because of financial need; they mostly will be satisfied by
financial way. The other point that this manager mentioned is that , in the past
the number of educated employees were low that is why, these personnel
could show easily their abilities and improve their job , but now because most
people are well educated ,the job promotion and job satisfaction are achieved
difficulty. Nevertheless, this participant's attitude is toward supporting the
theory. The other participant also stated that “Educated people have higher job
satisfaction”, for instance, we have a number of educated employees in this
hotel who are satisfied with their job because due to their education can
provide income for themselves.
The other manager who has negative comment pointed out that, university
education leads to increase the level of expectation and decrease the level of
satisfaction. An educated employee expect to have a suitable work position
and have a job promotion in a short time, if these items are not fulfilled ,it will
cause to decrease the job satisfaction. These personnel due to the high
expectations, at a time, they feel they have no hope of achieving their desires
and therefore will not be able to continue this hotel.
64
The empirical data which collected from the interview supports theory
partially when it comes to work commitment. Two of three participants
supported the theory. Consistent with the researches outcomes which have
been done by Gupta, & Tyagi, (2009), Trombetta & Rogers 1988), and Afje
(1997), revealed that the educational factor is the first element that affects the
students work commitment and also Blau (1998) stated that academic
education impact work commitment , as well as kuvaas (2003,as cited in
Mohammad Javad Liaghatdar et al. ,2012) that plans to continue training and
education, Having the desire to improve, cause to have higher the level of
work commitment and also Mohammad Javad Liaghatdar et al. (2012) said
that the results of his survey revealed that education factors affect the
students‟ work commitment.
Two of them believed that educated employees have a more comprehensive
view point and a better understanding of hotel standards and objectives.
Moreover, these personnel in compare of uneducated individuals are more
sympathetic, more sensitive and more commitment. One of these two
participant who supported the theory noted that, uneducated personnel are
oblivious to the goals of the hotel and also hotel properties and equipment,
these persons only want to do their job and go. Another participant believed
that, work commitment is not related to the education level of employees and
it is absolutely inherent factor and also is related to the working conscience of
an employee.
The following should be noted that, all three managers agreed that job
satisfaction makes an individual more commitment and more responsible to
their work and job, as, the relation between organizational commitment and
job satisfaction has also been considered in several prior studies and the
outcome of their research revealed that an important correlation between the
two variables (Bhuian and Abul-Muhmin, 1997; Yousef, 2002; Yavas; Badur,
1999; Liou, 1995; Baugh and Roberts, 1994).
Furthermore, Champathes (2006) express that there is a direct correlation
between Employee development and Employee Performance. This
improvement leads to greater employee satisfaction with the job and also
employee commitment with the job and thus is likely to increase employee
performance. When employee performance would increase, this will cause the
organization successfulness. (Abu Mollik, Majharul Talukder& Ali Quazi,
2011) ,And also, Watkins and Marsick (2003) stated that, any organization
that staff training and development is a priority, the personnel of such
65
organizations are more satisfied with their job and more commitment to their
company and consequently they have better performance in their job. (Raduan
Che Rose, Naresh Kumar& Ong Gua Pak, 2009). An employee who is
satisfied with his job is more loyal and committed to his work. Residential
manager said that if job satisfaction for employees don‟t provide, work
commitment will remain as a slogan. As an example food and beverage
manager stated that, in this section we had a chef who did not perform their
duties properly because he was not satisfied with his salary, we tried to fix it
and finally, employee were satisfied and since then, his work was done
correctly.
The empirical data supports theory when it comes to employees’ performance.
İsmail Bakan (2000) said that the importance of employee‟s education is
considered as competitive advantage for both employees and organization
which causes to effectiveness on employees‟ and organizations‟ performance
and also Gede, Ngozi Tari1, Lawanson& Olukemi Anike (2011) stated about
the finding of their research in Bayelsa State Ministry of Education that
educational level has influence on the performance of employees,
as well as , Thomas W. H. Ng& Daniel C. Feldman (2009) concluded that
Education can advance core job performance by equipping persons with more
knowledge and consequently with this new capability their task can be
fulfilled successfully.
In general, all participants believed that academic education is an important
element for their employees which improve employees‟ performance. One of
the managers said that educated employees try to have a better performance
till to be considered by their managers that could reach their job advancement
and promotion. One of the participants expressed that an educated staff
indicates a better behavior, have a better control over the critical situation and
have better information in compare of uneducated staff, for instance, they can
easily speak English . All these cases cause to have a higher performance
which its reflection can be seen in guest satisfaction, So that most of our
guests say that this is the best hotel of Iran.
In the following, all three participants believed that, someone who is satisfied
with his job and his expectations has been fulfilled in this arena, display the
better behavior and performance. There are some studies which support the
correlation between job satisfaction and job performance (Judge et al., 2001;
66
Politis, 2005; Suliman and Iles, 2000; Wilson and Frimpong, 2004; Yousef,
1999). These studies revealed that employees who are satisfied with their job
are more probable to be useful in their job (McNeese-Smith, 1997) and also
deliver a good quality service (Crossman and Abou-Zaki, 2003) and
consequently will influence on employees‟ performance. (Raduan Che Rose,
Naresh Kumar &Ong Gua Pak, 2009).This positive relationship indicates that
more faithfulness for employees cause to attempt more at their work and
consequently lead to perform better and also have a better efficiency (Yousef,
1999). Then, Samad (2005, as cited in Hanan Al-Ahmadi, 2009) and also
Carmeli and Freund (2004, as cited in Raduan Che Rose, Naresh Kumar&
Ong Gua Pak, 2009) found that there is a relationship between organizational
commitment and job performance and understood that the relationship
between organizational commitment and job performance is moderated by job
satisfaction, So committed employees perform better at job if they are
satisfied with their job. One of the manager said that "an employee who is
satisfied with his job has a better behavior and does his duty much better than
dissatisfy employees ". All the managers also stated that, there is a positive
relation between work commitment and employees‟ performance, it means,
whatever, employees‟ commitment is more; their performance is more
positive and more favorable.
Moreover, two of managers believed that employee, who has related
education with his work has a better performance, because he has better
information and knowledge about his work and certainly, this person can
make better decisions in critical situations. On the contrary, the other manager
does not agree that people, who don‟t have a job-related education, do not
perform well in their jobs. He mentioned that having an interest in the work is
the most important factor for obtaining a good performance in this hotel,
because, this employee can easier endure difficult working conditions and also
achieving enough energy by their interest to work.
67
4-2-3 Cross-Case Analysis
In this chapter, two cases which one of them is four star hotel and the other
one is five star hotel are compared to each other for recognizing the
similarities and differences.
Table 4-3: Comparison of Azadi Hotel & Evin Hotel
All the managers in Evin hotel ,when it comes to job satisfaction believed that
job satisfaction for educated employees in their hotel may not be at a high
level and supports theory partially, because they believed that the expectation
of these personnel are more than their perception, especially about salary and
job promotion. One of the interviewee stated that “Educated people cannot
meet their expectations in terms of revenue”. Furthermore the data showed
that educated employees expect to have a job promotion in a short time and
when it did not occur to them, they become discouraged.
Theory
Evin Hotel Azadi Hotel
Job satisfaction / /+
Work commitment /+ /+
Employee’s
performance
+ +
68
But although in Azadi hotel, one of the managers has negative point to this
matter but the other two have a more positive view to this issue. One of the
manager mentioned that now educated generations of this hotel do not work
simply because of financial need. Of course, maybe material needs are one of
their expectations for satisfying with their job, but they believed that having
Social interaction, job prestige and the psychological satisfaction of
employees are the main factors for being satisfied with a job and these
expectations are fulfilled with an academic education for an employee. She
also mentioned that providing job satisfaction for educated employee is much
harder, due to higher expectations, because they need more attention and also
they need to be seen and heard by their managers. The other point that this
manager mentioned is that , in the past the number of educated employees
were low that is why, these personnel could show easily their abilities and
improve their job , but now because most people are well educated ,the job
promotion and job satisfaction are achieved difficulty. The other participant
also stated that “Educated people have higher job satisfaction”, for instance,
we have a number of educated employees in this hotel who are satisfied with
their job because due to their education can provide income for themselves.
The other manager who has negative comment pointed out that, university
education leads to increase the level of expectation and decrease the level of
satisfaction. An educated employee expect to have a suitable work position
and have a job promotion in a short time, if these items are not fulfilled ,it will
cause to decrease the job satisfaction. These personnel due to the high
expectations, at a time, they feel they have no hope of achieving their desires
and therefore will not be able to continue this hotel.
When it came to work commitment in Evin hotel, Theory is supported by all
three participants, but one of them supported the theory completely and the
empirical data which is collected from the others support the theory to some
extent or less than the first interviewee. One of the participant said that "an
employee who has academic education knows work standards and tries to
adapt with them and also tries to implement them " .According to two other
managers, work commitment is related to the upbringing and nature of
personnel. These two managers also stated that, work commitment does not
have relationship with education level of employees, but given that education
can affect individual behavior and social consciousness, so being said that,
this factor has influence on employees‟ work commitment but less than
previous factors.
69
In Azadi Hotel, Two of manager believed that educated employees have a
more comprehensive view point and a better understanding of hotel standards
and objectives. Moreover, these personnel in compare of uneducated
individuals are more sympathetic, more sensitive and more commitment. One
of these two participant who supported the theory noted that, uneducated
personnel are oblivious to the goals of the hotel and also hotel properties and
equipment, these persons only want to do their job and go. Another participant
believed that, work commitment is not related to the education level of
employees and it is absolutely inherent factor and also is related to the
working conscience of an employee.
Finally, when it comes to employees’ performance, all the participants in both
hotels stated that academic education is an important factor for their
employees which improve employees‟ performance.
In Evin hotel one manager said “This factor has a positive impact on
employees‟ behavior, which improves their social interactions and behavior”.
The other one speculated that an educated staff accepts changes easier, could
adapt themselves to new rules and standards sooner and finally we can get a
good output of their performance. Another participant said that they do their
job with the best efficiency, speed and accuracy. He also added that these
personnel accept criticism easier than uneducated staff and they have a better
control over the critical situation.
And in Azadi hotel, one manager said that educated employees try to have a
better performance till to be considered by their managers that could reach
their job advancement and promotion. One of the participants expressed that
an educated staff indicates a better behavior, have a better control over the
critical situation and have better information in compare of uneducated staff.
In both hotels, managers stated that someone who is satisfied with his job and
his expectations has been fulfilled in this arena, display the better behavior
and performance and also all participants believed that, there is a positive
relation between work commitment and employees‟ performance, it means,
whatever, employees‟ commitment is more; their performance is more
positive and more favorable.
Moreover, in Evin hotel participants believed that employee, who has related
education with his work has a better performance, but in Azadi hotel two of
managers believed that employee, who has related education with his work
70
has a better performance. On the contrary, the other manager does not agree
that people, who don‟t have a job-related education, do not perform well in
their jobs. He mentioned that having an interest in the work is the most
important factor for obtaining a good performance in this hotel, because, this
employee can easier endure difficult working conditions and also achieving
enough energy by their interest to work.
4-2-4 RQ1: What is the relation between academic education
and employees’ performance?
According to the surveys conducted and data analysis, there is a positive
relationship between academic education and employees‟ performance in both
hotels, which means an educated employee, has a better performance in
compare of an uneducated one. In this regard, it was said that this element has
a positive impact on employees‟ behavior and also causes to have high
efficiency in employees' performance. The findings of the study for both
hotels were the same about this relation and also their answers were match
with the theory in frame of reference.
4-2-5 RQ2: How is the relation between academic education
and employees’ job satisfaction and their performance?
For answering to this question ,which is the relation between academic
education and employees‟ job satisfaction, there is no straight answer for it,
because of different answers and ideas about this relation .we should discuss
about it. Most of the participants in both hotels believed that job satisfaction
for educated employees in their hotel may not be at a high level, because they
believed that the expectation of these personnel are more than their
perception, especially about salary and job promotion. They stated that
educated people cannot meet their expectations in terms of revenue in these
71
hotels and furthermore these employees expect to have a job promotion in a
short time and when it did not occur to them, they become discouraged.
But also, these participants mentioned that in a short period of time may
provide employee‟s satisfaction in this environment, but not in a long time.
On the other hand, though some of interviewee mentioned that providing job
satisfaction for educated employee is much harder, due to higher expectations,
but they believed that having Social interaction, job prestige and the
psychological satisfaction of employees are the main factors for being
satisfied with a job and these expectations are fulfilled with an academic
education for an employee and also one of them said that there are a number
of educated employees in this hotel who are satisfied with their job because
due to their education can provide income for themselves. As it can be seen,
there is no straight answer and the theory is not fully supported by the
empirical data.
Then, when it comes to the relation between employees‟ job satisfaction and
their performance all the managers in both hotels stated that someone who is
satisfied with his job and his expectations has been fulfilled in this arena,
display the better behavior and performance or an employee who is satisfied
with his job has a better behavior and does his duty much better than dissatisfy
employees.
4-2-6 RQ3: How is the relation between academic education
and employees’ work commitment and their performance?
Just like previous question, there is no straight answer for this inquiry too, but
about this matter most of the participants in both hotels believed that
employee who has academic education knows work standards and tries to
adapt with them and also tries to implement them and also they have a more
comprehensive view point and a better understanding of hotel standards and
objectives. In contrast an uneducated employees who does not know the
standard of the work, try to justify their own analysis and act according to
their own perceptions, it is very hard for them to adapt with this situation, and
thus their work commitment is less than educated employees and also these
72
personnel are oblivious to the goals of the hotel and also hotel properties and
equipment, these persons only want to do their job and go. On the other hand,
some of participants believed that work commitment is related to the
upbringing, nature and working conscience of personnel and it is not related to
education level of employees, but given that education can affect individual
behavior and social consciousness, so being said that, this factor has influence
on employees‟ work commitment but less than previous factors. As it can be
seen, there is no straight answer for this question but most of the empirical
data are toward supporting the theory.
In the following, when it comes to the relation between work commitment and
employees‟ performance, all the participants believed that, there is a positive
relation between work commitment and employees‟ performance, it means,
whatever, employees‟ commitment is more; their performance is more
positive and more favorable.
73
Chapter 5 (Findings and Conclusions)
In this chapter three research questions will be answered in order to fulfill the
research goal. Here also the findings and conclusions from this study are
presented then implications for managers, implications for further research
and Limitation of the study are discussed.
5-1 RQ1: What is the relation between academic education and
employees’ performance?
As it mentioned in previous chapter, our survey and data analysis showed that
there is a positive relationship between academic education and employees‟
performance in both hotels, which means educated employees have higher
performance. in this study participants also stated that this factor has a
positive impact on employees‟ behavior, which improves their social
interactions and behavior and also an educated staff accepts changes easier,
could adapt themselves to new rules and standards sooner, do their job with
the best efficiency, speed and accuracy and finally we can get a good output of
their performance. Furthermore, these personnel accept criticism easier than
uneducated staff and they have a better control over the critical situation.
Now, after considering these issues, it can be considered by managers that it is
better to hire a person for their hotels who has academic education, because
this employee due to their better performance, will deliver a higher service to
their guests and consequently the efficiency and performance of hotel will be
enhanced.
74
Our study showed that, there is a significant relation between
academic education and employees‟ performance in both hotels.
It is better to hire educated employee for achieving a higher
employee‟s performance.
Our study also found that an employee who has related education with
his work has a better performance, because, scientifically, they know
their work and its standard, which causes a higher performance for
them.
5-2 RQ2: How is the relation between academic education and
employees’ job satisfaction and their performance?
Most of the participants in both hotels believed that job satisfaction for
educated employees in their hotel may not be at a high level, because they
believed that the expectation of these personnel are more than their
perception, especially about salary and job promotion. They stated that
educated people cannot meet their expectations in terms of revenue in these
hotels and furthermore these employees expect to have a job promotion in a
short time and when it did not occur to them, they become discouraged.
But also, these participants mentioned that in a short period of time may
provide employee‟s satisfaction in this environment, but not in a long time.
On the other hand, though some of interviewee mentioned that providing job
satisfaction for educated employee is much harder, due to higher expectations,
but they believed that having Social interaction, job prestige and the
psychological satisfaction of employees are the main factors for being
satisfied with a job and these expectations are fulfilled with an academic
education for an employee. As it can be seen, there is no straight answer and
the theory is not fully supported by the empirical data.
Now here we can discuss about this conflict to be clearer. The conflict which
created between the relationship of academic education and job satisfaction.
Of course some researchers like Liu and White. (2011, as cited in Mollik, A.,
Talukder, M., & Quazi, A, 2011) did not find any significant relationship
between education and job satisfaction of pharmaceutical staffs. But here as
we mentioned above some of participants said that these two factors has
75
positive relation, but most of the participants in both hotels believed that job
satisfaction for educated employees in their hotel may not be at a high level
because of higher expectation of educated employees which is the main factor
for job dissatisfaction in this research and most of their expectations are about
salary and job promotion which are not in a suitable situation in these hotels.
Of course, the participants mentioned that in a short period of time may
provide employee‟s satisfaction in this environment, but not in a long time. In
the Bonyad hotels, salary basis is based on social tariffs, which is very low
and on the other hand, due to the low number of hotels in Tehran and also in
Iran, it is difficult for employees to have a job promotion in a short time,
because may be at that time there was no vacant place for them and of course
these persons due to the low number of hotels are forced to stay in previous
position ,may be for a long time and also due to the lack of job opportunities
in the other place , they have to stay there ,but in this condition they are not
satisfy with their job.
The other issue that participants mentioned is that generally, job satisfaction
for individuals who are educated or uneducated will increase, if the
administrators and managers pay more attention to employees and their
performance and also encouragement or incentive for valuable work that the
employees do. Then, when it comes to the relation between employees‟ job
satisfaction and their performance all the managers in both hotels stated that
someone who is satisfied with his job and his expectations has been fulfilled
in this arena, display the better behavior and performance or an employee who
is satisfied with his job has a better behavior and does his duty much better
than dissatisfy employees.
The expectations of educated staff are more than their perception in
these hotels especially about salary and job promotion and providing
job satisfaction for these persons are much harder than uneducated
one.
Job satisfaction for some individuals is achieved by Social interaction,
job prestige and the psychological satisfaction, not by material needs.
An employee who is satisfied with his job has a better behavior and
does his duty much better than dissatisfy employees.
76
5-3 RQ3: How is the relation between academic education and
employees’ work commitment and their performance?
As we mentioned in former chapter, there is no straight answer for this inquiry
too, but about this matter most of the participants in both hotels believed that
employee who has academic education knows work standards and tries to
adapt with them and also tries to implement them, also they have a more
comprehensive view point and a better understanding of hotel standards and
objectives. In contrast an uneducated employees who does not know the
standard of the work, try to justify their own analysis and act according to
their own perceptions, it is very hard for them to adapt with this situation, and
thus their work commitment is less than educated employees and also these
personnel are oblivious to the goals of the hotel and also hotel properties and
equipment, these persons only want to do their job and go. On the other hand,
some of participants believed that work commitment is related to the
upbringing, nature and working conscience of personnel and it is not related to
education level of employees, but given that education can affect individual
behavior and social consciousness, so being said that, this factor has influence
on employees‟ work commitment but less than previous factors. As it can be
seen, there is no straight answer for this question but most of the empirical
data are toward supporting the theory.
Now here we can talk a little bit about those who did not believe to this
relation and they stated that work commitment goes back to nature and
upbringing of a person. Only we can add that, somehow this entry may also be
true, because many times, you may have seen educated staffs that are not so
committed to their work and vice versa uneducated staff who are so
committed to their work.
In the following, when it comes to the relation between work commitment and
employees‟ performance, all the participants believed that, there is a positive
relation between work commitment and employees‟ performance, it means,
whatever, employees‟ commitment is more; their performance is more
positive and more favorable.
77
Most of the participants in both hotels believed that employee who has
academic education knows work standards and tries to adapt with them
and also tries to implement them.
Some of participants believed that work commitment is related to the
upbringing, nature and working conscience of personnel and it is not
related to education level of employees, but given that education can
affect individual behavior and social consciousness, so being said that,
this factor has influence on employees‟ work commitment but less
than previous factors.
There is a positive relation between work commitment and employees‟
performance.
5.4 Implications for Managers
According to the data collection and findings of this research, there are some
implications for manager which management should consider.
To recruit educated employee to have a better performance for
employee and consequently for hotel.
To recruit employee with Job-related education to have a better
efficiency.
Because the educated employees cannot meet their expectations in
terms of revenue and also they simply do not get job promotion,
the administrators and managers should pay more attention to
employees and their performance and also consider an
encouragement or incentive for valuable work that the employees
do, until to have a more satisfied and more commitment employee
and also we can expect to have a better performance of that person.
They should also consider training within the organization which
has a positive impact on individual behavior and performance of
employees.
78
It is much better to have educated and experienced employees
together in the hotel, because experienced employees will offer or
present their experience to educated employees and vise verse,
consequently the output could be remarkable and great.
5.5 Implications for further research
The following topics could be focused on for further researches:
Only two hotels are discussed in this research, in order to achieve
better result and increase the validity of the research, it is better to
survey more hotels.
The respondents are limited to these hotels and also only 3
managers were interviewed in each hotel, for having a suitable
outcome, it is needed to have more respondents for the interview.
The managers of these hotels mentioned about some topics which
in this study do not refer to them but in our opinion it is better to be
added to our conceptual model for getting a better outcome. These
concepts are incentive, experience and training within the
organization.
To consider these item and survey the relation between them and
job satisfaction and consequently with employees‟ performance.
79
5.6 Limitation of the study
The respondents in this research are limited to two hotels which is
located in the city of Tehran.
This research only focuses on two hotels which are Evin and Azadi
Parsian hotels of Tehran. Meanwhile, due to the level of service
quality and current situation in Iranian hotel industry, we have to
choose 4 or 5 star hotels in Tehran but unfortunately because of
disaffiliate the other hotels, our study only was conducted on these
two Tehran parsian hotels.
Based on this article, the previous researches about this relation
between education and employees‟ performance were done but it
was so limited, when it came to the field of hospitality and hotel
industry; therefore researchers had difficulty about secondary data.
80
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Appendix 1
Interview Guide
Background information
- Name and title of respondent?
- What is name of the hotel?
- How long have you been in this hotel?
Open ended questions
1- What is your idea about the importance of human resources in your hotel?
2-What is your idea about the relation between academic education and job
satisfaction?
3-What is your idea about the relation between academic education and work
commitment?
3-a What is your idea about the relation between academic education and
having strong trust in hotel's aim and standard?
3-b What is your idea about the relation between academic education and
having strong desire to do great effort for the hotel?
3-c What is your idea about the relation between academic education and
having strong desire to be a member of the hotel?
4-What is your idea about the relation between academic education and
employees' performance?
4-a What is your idea about the relation between academic education and
behavior?
4-b What is your idea about the relation between academic education and
Results?
5- What is your idea about the relation between job satisfaction and job
performance?
6- What is your idea about the relation between work commitment and job
performance?
7- What do you think of the relation between job satisfaction and work
commitment?