JOB SATISFACTION AND ITS ROLE IN THE RELATIONSHIP BETWEEN CUSTOMER INCIVILITY DEMENTIONAL A CASE STUDY OF 3-5 STARS HOTEL IN VIET NAM

Abstract

The hospitality industry is known for its dynamic and demanding environment in which the health and performance of employees are pivotal to the success of the organization. Focusing on these three key variables, this study aims to elucidate the relationship between customer dissatisfaction and employee work effort and explore the mediating role of satisfaction in a job. This study investigates the complex interplay between job satisfaction, customer impoliteness, and employee work effort in the context of 3 to 5-star hotels in Vietnam.