Quality of Work Life in the Hospitality Industry: The contingent workers’ perspective

Irene Kerstin Hunker

Student thesis: Master thesis


Background: The use of contingent workers is an ubiquitous characteristic of the hospitality industry, yet their employment poses significant challenges and often holds considerable consequences. Since the quality of the service delivery depends so heavily on the employees’ behavior, it appears pivotal to create a nurturing work environment characterized by high levels of both employee satisfaction and quality of work life. Purpose: The purpose of this thesis is to deepen the understanding of the concept of quality of work life, as well as to gain an insight into the mindset and characteristics of contingent workers in the hospitality industry. Combining those to topics, this thesis additionally aims at identifying factors that positively contribute to an improved quality of work life for seasonal employees in the hospitality industry. Design/Methodology: To accomplish the research objective, a quantitative research design was applied within this thesis. As a method of data collection, the researcher chose to conduct a self-administered online questionnaire. Findings: The study identified eight distinct dimensions that contribute to an improved quality of work life for contingent workers in the hospitality industry. The credibility of leaders and managers was found to be the most important dimension, whereas the appreciation of employees was identified as the most important variable. Keywords: Quality of work life, internal service quality, contingent work, seasonal employment.

EducationsMSocSc in Service Management, (Graduate Programme) Final Thesis
Publication date2014
Number of pages144