Employees’ Responses to Positive Feedback from Customers and Managers Thesis

thesis or dissertation chair

fiu authors

  • Tsai, I Hsuan

abstract

  • The purpose of this research is to understand the impacts of positive feedback from customers and managers and the extrinsic rewards and intrinsic rewards on job satisfaction. Furthermore, this research will examine how employees in the hospitality industry react to positive feedback and to explore whether this positive feedback has practical applications to help increase employee satisfaction. A total of 500 questionnaires were distributed, 339 valid surveys from respondents with experience working in the hospitality industry were returned. The results indicated that positive feedback from customers as well as summarized positive customer feedback delivered by managers have positive relationships with intrinsic reward, extrinsic reward, and job satisfaction.

    The findings suggested that positive feedback does influence employees’ Job satisfaction. And this study will provide suggestions on improving employees’ positive perception by applying positive feedback to increasing employees’ satisfaction and further development.

publication date

  • June 20, 2018

keywords

  • Customer feedback
  • Employees' response to feedback
  • Hospitality
  • Manager feedback
  • Positive Feedback

Digital Object Identifier (DOI)