ISSN 2083-6473
ISSN 2083-6481 (electronic version)




Associate Editor
Prof. Tomasz Neumann

Published by
TransNav, Faculty of Navigation
Gdynia Maritime University
3, John Paul II Avenue
81-345 Gdynia, POLAND
www http://www.transnav.eu
e-mail transnav@umg.edu.pl
The Committed Service Crew – The Impact of Passenger Proximity on Organizational Commitment and Job Satisfaction
ABSTRACT: The present study focuses on the pattern of organizational commitment and job satisfaction among seafarers working on passenger vessels, compared to those working on board other types of ships. The dependent variable in the study is organizational commitment. Work position, age and job satisfaction are used as independent variables. The question posed in this study is whether the pattern of organizational commitment and job satisfaction differ depending on the proximity to passengers. The material is based on a survey sent to a random sample of seafarers in the Swedish Transport Agency’s register of seafarers. It has been analyzed with descriptive statistics and multivariate regressions comparing the two categories of vessels. The results show that organizational commitment is higher on passenger vessels, while the effect of job satisfaction on organizational commitment is slightly higher for ships that do not carry passengers. For managers in the service department, the level of commitment is to a higher extent dependent on job satisfaction. Development and communication of career options and opportunities for the service crew is suggested as a way to enhance organizational commitment and job satisfaction among this group.
Denett, A., Cameron, D., Bamford, C. & Jenkins, A. (2013). An investigation into hospitality cruise ship work through the exploration of metaphors, Employee Relations, 36 (5), pp. 480 - 495. - doi:10.1108/ER-08-2013-0111
Dragin, A. S., Djurdjev, B. S., Armenisk, T.; Jovanovic, T.. Pavic, D., Ivkov-Dzigurski, A., Kosic, K. & Favro, S. (2014). Analysis of the labour force composition on cruisers: The Danube through Central and Southeast Europe, Journal of Transport Geography, 39, pp. 67 - 72. - doi:10.1016/j.jtrangeo.2014.06.013
Gazolli, G., Hancer, M. & Park, Y. (2010). The Role and Effect of Job Satisfaction and Empowerment On Customers’ Perception of Service Quality: a Study in the Restaurant Industry, Journal of Hospitality & Tourism Research, 34 (1), pp. 56 - 77. - doi:10.1177/1096348009344235
Hochshild, A. (1983). The Managed Heart: Commercialization of human feeling, Berkeley, California, University of California Press.
Hohwü, L., Lyshol, H., Gissler, M., Jonsson, S. H., Petzold, M., Obel, C. (2013). Web-based Versus Traditional Paper Questionnaires: A Mixed-Mode Survey With a Nordic Perspective, Journal of Medical Internet Research, 15 (8), e173, pp. 1 - 11. - doi:10.2196/jmir.2595
Hinkin, T. R. & Tracey J. B. (2000). The Cost of Turnover: Putting a Price on the Learning Curve, Cornell Hotel and Restaurant Administration Quarterly, 41(3), pp. 14–21. - doi:10.1177/001088040004100313
Hult, C. (2005). Organizational Commitment and Person-Environment Fit in Six Western Countries, Organization Studies, 26 (2), pp. 249 - 270. - doi:10.1177/0170840605049800
Hult, C. (2012). ‘Seafarers’ commitment to work and occupation’ in Hult C. (2012) (ed.). Swedish Seafarers and the Seafaring Occupation 2010 – A study of work-related attitudes during different stages of life at sea, Kalmar Maritime Academy, Linnaeus University, pp. 73 - 119.
Hult, C. & Österman, C. (2016). The Impact of Family and Job Content on Swedish Seafarers’ Occupational Commitment – A Gendered Issue?, TransNav, the International Journal on Marine Navigation and Safety of Sea Transportation, 10 (1), pp. 27 - 34.
Kalleberg, A. (1977). Work values and job rewards: A theory of job satisfaction, American Sociological Review, 42, pp. 124 - 143. - doi:10.2307/2117735
Kalleberg, A. & Reve, T. (1992). Contracts and commitment: Economic and sociological perspectives on employment relations, Human relations, 45, pp. 1103 - 1132. - doi:10.1177/001872679304600906
Kallberg, A. & Mastekaasa, A. (1993). Firm internal labour markets and organizational commitment in Norway and the United States, Acta Sociologica, 37, pp. 269 - 286. - doi:10.1177/000169939403700304
Kang, H.J; Gatling, A. & Jungsun K. (2015). The Impact of Supervisory Support on Organizational Commitment, Career Satisfaction, and Turnover Intention for Hospitality Frontline Employees, Journal of Human Resources in Hospitality & Tourism, 14, pp. 68 - 89. - doi:10.1080/15332845.2014.904176
Kim, P.B, Murrman, S. K. & Lee, G. (2009). Moderating effects of gender and organizational level between role stress and job satisfaction among hotel employees, International Journal of Hospitality Management, 28, pp- 612 - 619. - doi:10.1016/j.ijhm.2009.04.001
Kim, P.B, Lee, G., Murrmann, S. K. & George, T.R. (2011). Motivational Effects of Empowerment on Employees’ Organizational Commitment: A Mediating Role of Management Trustworthiness, Cornell Hospitality Quarterly, xx(x), pp. 1 - 10. - doi:10.1177/1938965511426561
Larsen S., Marnburg, E. & Ogaard, T. (2012). Working onboard – Job perception, organizational commitment and job satisfaction in the cruise sector, Tourism Management, 33, pp. 592 - 597. - doi:10.1016/j.tourman.2011.06.014
Limpanitgul, T., Boonchoo, P. & Photiyarach, S. (2014). Coworker support and organizational commitment: A comparative study of Thai employees working in Thai and American airlines, Journal of Hospitality and Tourism Management, 21, pp. 100 - 107. - doi:10.1016/j.jhtm.2014.08.002
Mathieu, J. E. & Zajac, D.M. (1990). A Review and Meta-Analysis of the Antecedents, Correlates, and Consequences of Organizational Commitment, Psychological Bulletin, 108 (2), pp. 171 - 194. - doi:10.1037/0033-2909.108.2.171
Meyer, J. P. & Allen, N. J. (2001). A Three-component Conceptualization of Organizational Commitment, Human Resource Management Review, 1 (1), pp. 61 – 89. - doi:10.1016/1053-4822(91)90011-Z
Mowday, R.T; Steers, R.M & W. Porter (1979). Employee-organization Linkages, New York: Academic Press.
Mottaz, C. J. (1987). An analysis of the Relationship between Work Satisfaction and Organizational Commitment, The Sociological Quarterly, 28 (4), pp. 541 – 558. - doi:10.1111/j.1533-8525.1987.tb00311.x
Mottaz, C. J. (1988). Determinants of Organizational Commitment, Human Relations, 41 (6), pp. 467 - 482. - doi:10.1177/001872678804100604
Porter, L; Steers, R., Mowday, R. & Boulian, P. (1974). ‘Organizational commitment, Job Satisfaction and Turnover Among Psychiatric Technicians, Journal of Applied Psychology, 59, pp. 603 - 609. - doi:10.1037/h0037335
Pantouvakis, A. & Bouranta, N. (2013). The interrelationship between service features, job satisfaction and customer satisfaction – Evidence from the transport sector, The TQM Journal, 25 (2), pp. 186 - 201. - doi:10.1108/17542731311299618
Steers, R.M (1977). Antecedents and outcomes of organizational commitment, Administrative Science Quarterly, 22 (1), pp. 46 - 56. - doi:10.2307/2391745
Steers, R. M. (1984). Introduction to Organizational Behavior (2nd edition), Glenview, Illinois: Scott, Foresman and Company.
Testa, M. R. (2001). Organizational Commitment, Job Satisfaction, and Effort in the Service Environment, The Journal of Psychology, 135 (2), pp. 226 - 236. - doi:10.1080/00223980109603693
Testa M. R; Mueller, S. L & Thomas, A. S (2003). Cultural Fit and Job Satisfaction in a Global Service Environment, Management International Review, 43, pp. 129 - 148.
Testa M. R. & Mueller S. L. (2009). Demographic and cultural predictors of international service worker job satisfaction, Managing Service Quality, 19, pp. 195 - 210. - doi:10.1108/09604520910943189
Tews, M. J., Michel, J.W. & Ellingson, J. E (2013). The Impact of Coworker Support on Employee Turnover in the Hospitality Industry, Group & Organization Management, 38 (5), pp. 630 - 653. - doi:10.1177/1059601113503039
Tews, M. J., Michel, J. W & Allen D. W. (2014). Fun and Friends: The Impact of workplace fun and constituent attachment on turnover in a hospitality context, Human Relations, 67 (8), pp. 923 - 946. - doi:10.1177/0018726713508143
Tracey, J. B & Hinkin, T. R (2008). Contextual factors and cost profiles associated with employee turnover, Cornell Hospitality Quarterly, 49 (1), pp. 12–27. - doi:10.1177/0010880407310191
Tracy, S. J. (2000). Becoming a Character for Commerce: Emotion Labor, Self-subordination and Discursive Construction of Identity in a Total Institution, Management Communication Quarterly, 14 (1), pp. 90 - 128. - doi:10.1177/0893318900141004
Tsui, P-L.; Lin, Y-S.; Yu, T-H. (2013). The Influence of Psychological Contract and Organizational Commitment on Hospitality Employee Performance, Social Behaviour and Personality, 41 (3), pp. 443 - 452. - doi:10.2224/sbp.2013.41.3.443
Ugboro, I.O & Obeng, K. (2000). Top managment leadership, employee empowerment, job satisfaction and customer satisfaction in TCM-organisation: an empirical study, Journal of Quality Management, 5 (2), pp. 247: 72, doi: - doi:10.1016/S1084-8568(01)00023-2
Yuvas, U., Osman K. & Babakus, E. (2013). Correlates of Nonwork and Work Satisfaction Among Hotel Employees: Implications for Managers, Journal of Hospitality Marketing & Management, 22, pp. 375 - 406. - doi:10.1080/19368623.2012.667596
Wiley, J.W (1991). Customer satisfaction: a supportive work environment and its financial cost, Human Resource Planning, 14 (2), pp. 117 - 27.
Österman, C. & Hult, C. (2016). Administrative burdens and over-exertion in Swedish short sea shipping, Maritime Policy & Management, 43, pp. 569-579. - doi:10.1080/03088839.2016.1154994
Österman, C., Hult, C. & Praetorius, G. (2020). Occupational safety and health for service crew on passenger ships, Safety Science, 121, pp. 403 413. - doi:10.1016/j.ssci.2019.09.024
Citation note:
Sandberg C., Hult C., Österman C., Praetorius G.P.: The Committed Service Crew – The Impact of Passenger Proximity on Organizational Commitment and Job Satisfaction. TransNav, the International Journal on Marine Navigation and Safety of Sea Transportation, Vol. 14, No. 3, doi:10.12716/1001.14.03.10, pp. 595-600, 2020

Other publications of authors:

A. Kataria, E.H. Holder, G.P. Praetorius, M. Baldauf, J.-U. Schröder-Hinrichs

File downloaded 57 times

Important: TransNav.eu cookie usage
The TransNav.eu website uses certain cookies. A cookie is a text-only string of information that the TransNav.EU website transfers to the cookie file of the browser on your computer. Cookies allow the TransNav.eu website to perform properly and remember your browsing history. Cookies also help a website to arrange content to match your preferred interests more quickly. Cookies alone cannot be used to identify you.
Akceptuję pliki cookies z tej strony