Managerial Factors Related to the Satisfactions of Outsourced Ground Handling Staff in the Airline Industry
Keywords:
Satisfaction, Managerial factors, Ground handling staff, Outsourced staff, AirlinesAbstract
Several airlines are intending to downsize their businesses to become networked organizations while outsourcing the ground-handling work at airports. The main purpose of this study was to identify those variables that were the key components of the managerial factors associated with the satisfaction of outsourced staff in network organizations. Questionnaires were distributed to outsourced ground-handling staff with at least two months of experience working as outsourced staff at domestic and international airports. The samples of 373 were used for the data analysis. Two critical components were identified by the exploratory factor analysis—"Outsourcing Employment Contract” and “Work Atmosphere”—that significantly influenced the outsourced employees’ satisfaction with their work in the airline industry. In addition, the results of the multiple regression analysis indicated that the inclusion of support for continuing education in the employment contract was most strongly related to the satisfaction of the outsourced employees. However, career growth opportunities also need to be carefully considered. Regarding the working atmosphere, upward communication channels should be focused on ensuring employee satisfaction. These findings may help employers, managers, and stakeholders in the mutual development of human resource strategies that consider working conditions, effective employment contracts, and the working environment in order to satisfy outsourced staff.
References
Airports of Thailand Public Limited Company. (2020). Annual Report 2020 # Digital Transformation in Aviation Industry. Bangkok, Thailand.
Abdullah, M.A., & Satar, N.M. (2018). The impact of outsourcing on airlines’ performance: Empirical evidence from Asia and countries. In J.H. Peoples (Eds.). The Pacific. Airline Economics in Asia (Advances in Airline Economics), 7, 195-219. https://doi.org/10.1108/S2212-160920180000007011
Ahmad, M. B., Wasay, E., & Jhandir, S.U. (2012). Impact of Employee Motivation on Customer Satisfaction: Study of Airline Industry in Pakistan. Interdisciplinary Journal of Contemporary Research in Business, 4(6), 531-539.
Asia Aviation Public Company Limited (2019). Annual Report 2019 Asia Aviation Public Company Limited. Bangkok, Thailand.
Bangwal, D., & Tiwari, P. (2019). Workplace environment, employee satisfaction and intent to stay. International Journal of Contemporary Hospitality Management, 31(1), 268-284. https://doi.org/10.1108/IJCHM-04-2017-0230
Díaz-Carrión, R., Navajas-Romero, V., & Casas-Rosal, J. C. (2020). Comparing working conditions and job satisfaction in hospitality workers across Europe. International Journal of Hospitality Management, 90, 102631. https://doi.org/10.1016/j.ijhm.2020.102631
Cass, M. H., Siu, O. L., Faragher, E. B., & Cooper, C. L. (2003). A meta-analysis of the relationship between job satisfaction and employee health in Hong Kong. Stress and Health: Journal of the International Society for the Investigation of Stress, 19(2), 79-95.
Cheng, J. C., & Yi, O. (2018). Hotel employee job crafting, burnout, and satisfaction: The moderating role of perceived organizational support. International Journal of Hospitality Management, 72, 78-85.
Coetzee, M., & Stoltz, E. (2015). Employees' satisfaction with retention factors: Exploring the role of career adaptability. Journal of Vocational Behavior, 89, 83-91. https://doi.org/10.1016/j.jvb.2015.04.012
Crolius, R. W. (2006). America’s workforce crisis. American Ceramic Society, 2, 8. Engardio, P., Einhorn, B., Kripalani, M., Reinhardt, A., Nussbaum, B., & Burrows, P. (2005). Outsourcing innovation. Business Week, 3925, 84–91.
Hofmann, V., & Stokburger-Sauer, N.E. (2017). The impact of emotional labor on employees’ work-life balance perception and commitment: a study in the hospitality industry. International Journal Hospitality Management, 65, 47–58.
Ineson, E.M., Benke, E., & Laszlo, J. (2013). Employee loyalty in Hungarian hotels. International Journal of Hospitality Management, 32, 31-39.
Jackson Jr, D. W., & Sirianni, N. J. (2009). Building the bottom line by developing the frontline: Career development for service employees. Business Horizons, 52(3), 279-287.
Kim, J.S., & Ryu, S. (2017). Employee Satisfaction with Work-life Balance Policies and Organizational Commitment: A Philippine Study. Public Administration and Development, 37(4), 260-276.
Klass, B.S., McClendon, J.A., & Gainey, T.W. (2001). Outsourcing HR: The impact of organizational characteristics. Human Resource Management, 40(2), 125-138.
Kwon, M., & Remoy, H. (2019). Office employee satisfaction: The influence of design factors on psychological user satisfaction. Facilities, 38 (1/2), 1-19.
Lee, G., Magnini, V. P., & Kim, B. P. (2011). Employee satisfaction with schedule flexibility: Psychological antecedents and consequences within the workplace. International Journal of Hospitality Management, 30(1), 22-30.
Lee, H. R., Kim, K., & Park, S. G. (2017). How does the work status affect employees’ job attitude and behavior in the hotel industry?. International Journal of Hospitality & Tourism Administration, 18(1), 1-22.
Lee, J.S., Back, K.J., & Chan, E. S. W. (2015). Quality of work life and job satisfaction among frontline hotel employees: a self-determination and need satisfaction theory approach. International Journal of Contemporary Hospitality Management, 27(5), 768-789. https://doi.org/10.1108/IJCHM-11-2013-0530
Lever, S. (1997). An Analysis of Managerial Motivations behind outsourcing practices in human resources. Human Resource Planning, 20(2), 37-47.
Limpanitgul, T., Robson, M. J., Gould-Williams, J., & Lertthaitrakul, W. (2013). Effects of co-worker support and customer cooperation on service employee attitudes and behaviour: Empirical evidence from the airline industry. Journal of Hospitality and Tourism Management, 20, 23-33.
McPhail, R., Patiar, A., Herington, C., Creed, P., & Davidson, M. (2015). Development and initial validation of a hospitality employees’ job satisfaction index: Evidence from Australia. International Journal of Contemporary Hospitality Management, 27(8), 1814-1838.
Melián-González, S., Bulchand-Gidumal, J., & González López-Valcárcel, B. (2015). New evidence of the relationship between employee satisfaction and firm economic performance. Personnel Review, 44(6), 906-929.
Pan, F.C. (2015). Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel. Tourism Management, 46(C), 84-91. https://doi.org/10.1016/j.tourman.2014.07.011
Pearce, J. L. (1993). Toward an Organizational Behavior of Contract Laborers: Their Psychological Involvement and Effects on Employee Co-workers. Academy of Management Journal, 36(5), 1082–1096.
Plotkin, D. (2018). The Deloitte Global Outsourcing Survey 2018 -Traditional outsourcing is dead, Long live disruptive outsourcing. United of Kingdom: Deloitte Development LLC.
Putsom, W. (2020).The Relationship among Organizational Climate, Leader-member Exchanges and Affective Commitment towards Positive Organizational Behavior of a Not-for-profit Organization in Thailand. Journal of Business Administration, 9(2), 146-165.
Rutner, S., & Brown, J. (1999). Outsourcing as an airline strategy. Journal of Air Transportation World Wide, 4(2), 22–31.
Sageer, A., Rafat, S., & Agarwal, P. (2012). Identification of variables affecting employee satisfaction and their impact on the organization. IOSR Journal of business and management, 5(1), 32-39.
Siahaan, E. (2017). Investigating the Source of Employees' Intention to Leave: A Case on Outsourced Employees. Proceedings of the 1st Economics and Business International Conference 2017. Advances in Economics, Business and Management Research (AEBMR), 46, 431-436.
Smith, P.C., Kendall, L.M., & Hulin, C. L. (1969). The Measurement of Satisfaction in Work and Retirement. Chicago, IL: Rand McNally.
Spector, P.E. (1985). Measurement of human service staff satisfaction: Development of the Job Satisfaction Survey. American Journal of Community Psychology, 13(6), 693-713.
Stamper, C. L., & Johlke, M.C. (2003). The Impact of Perceived Organizational Support on the Relationship Between Boundary Spanner Role Stress and Work Outcomes, Journal of Management, 29(4), 569-588.
Stamolampros, P., Korfiatis, N., Chalvatzis, K., & Buhalis, D. (2019). Job satisfaction and employee turnover determinants in high contact services: Insights from Employees’ Online reviews. Tourism Management, 75, 130-147. https://doi.org/10.1016/j.tourman.2019.04.030
Thai Airways International Public Company Limited (2019). Annual Report 2019. Bangkok, Thailand. THAI Management.
Thai Airways International Public Company Limited (2020). Financial Statements Q3/2020. Bangkok, Thailand. THAI Management.
Thibault-Landry, A., Schweyer, A., & Whillans, A. (2017). Winning the war for talent: Modern motivational methods for attracting and retaining employees. Compensation & Benefits Review, 49(4), 230–246.
Wang, C., Xu, J., Zhang, T.C., & Li, Q. M. (2020). Effects of professional identity on turnover intention in China's hotel employees: The mediating role of employee engagement and job satisfaction. Journal of Hospitality and Tourism Management, 45, 10-22.
Weiss, D. J., Dawis, R. V., England, G. W., & Lofquist, L, H. (1967). Manual for the Minnesota Satisfaction Questionnaire. Minneapolis, MN: University of Minnesota Industrial Relations Center.
Wilkin, C. L. (2013). I can't get no job satisfaction: Meta-analysis comparing permanent and contingent workers. Journal of Organizational Behavior, 34(1), 47–64.
Yang, J.T., Wan, C. S., & Fu, Y. J. (2012). Qualitative examination of employee turnover and retention strategies in international tourist hotels in Taiwan. International Journal of Hospitality Management, 31(3), 837-848.
Yavas, U., Karatepe, O.M., & Babakus, E. (2013). Correlates of nonwork and work satisfaction among hotel
employees: Implications for managers. Journal of Hospitality Marketing and Management, 22(4), 375-406.
Zeytinoglu, I. U., Yilmaz, G., Keser, A., Inelmen, K., Uygur, D., & Özsoy, A. (2013). Job satisfaction, flexible employment and job security among Turkish service sector workers. Economic and Industrial Democracy, 34(1), 123-144.
Zoghbi-Manrique-de-Lara, P., & Suárez-Acosta, M. A. (2014). Employees’ reactions to peers’ unfair treatment by supervisors: The role of ethical leadership. Journal of Business Ethics, 122(4), 537-549.
Downloads
Published
How to Cite
Issue
Section
License
บทความที่ลงตีพิมพ์ในวารสารวิชาการบริหารธุรกิจ สมาคมสถาบันอุดมศึกษาเอกชนแห่งประเทศไทยต้องเป็นบทความที่ไม่เคยได้รับการตีพิมพ์เผยแพร่ หรืออยู่ระหว่างการพิจารณาตีพิมพ์ในวารสารอื่นๆ การละเมิดลิขสิทธิ์เป็นความรับผิดชอบของผู้ส่งบทความโดยตรง
