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Intrinsic and extrinsic factors


influencing hotel employees
happiness in Ireland
Supervisor: Sarah Ryan!

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Students: Jing(Aisling) Liu , Ming(Minsky) Zhong!

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Chapter 1 Introduction!

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1.0 Introduction!

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1.1 Purpose of Research !

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1.2 Target Audience and Benefit!

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Chapter 2 Literature Review!

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2.0 Introduction!

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2.1 Maslows Hierarchy of needs theory!

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2.2 Two Factors Theory !

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2.3 McClellands Learned Needs Theory !

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2.4 Motivation in different culture!

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2.5 Motivation in different age group!

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Chapter 3 Methodology!

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3.1 Introduction!

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3.2 Purpose of the research and research questions!

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3.3 Research method and design!

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3.4 Population and sample selection!

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3.5 Ethical considerations: informed consent and confidentiality!

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3.6 Data collection and Instrument used!

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3.7 Analysis plan!

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3.8 Summary!

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Chapter 4 Research Findings and Results!

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4.1 Introduction!

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4.2 Questionnaires!

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4.3 Research Results and Findings!

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Chapter 5 Conclusions and Recommendations!

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5.1 Conclusions!

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5.2 Recommendations!

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Chapter 6 References!

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Chapter 7 Bibliography!

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Chapter 7 Appendix!

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7.1 Appendix 1!

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Chapter 1 Introduction!
1.0 Introduction
Based on the second year placement in Ireland, authors learned that a happiness of employees will
affect their attitude and efficiency. The research project mainly discussed and investigated
motivational factors and how these motivators influenced employees happiness. Authors consider
line staff drives the first impression in hotel industry, because line staff behavior is directly affect
the customers perception. In the process of translating core value, it is enacted by employees.
Therefore, a good staff is a competitive advantage in hotel, and they have a significant effect in
hotel operation. However, how to motivate a staff is puzzling for managers. In fact, motivation can
be categorized into intrinsic and extrinsic factors. After study in this research project, authors want
to improve the happiness of employee in Irish hospitality industry.
Generally, this research project is divided into several parts. First of all, it layouts the purpose of
research and then discuss what benefits for target audience. The following part is reviewed and
explained motivation theories. Thirdly, research methodology would be illustrated. At last part, the
authors are given research finding and result. Besides, the conclusion and recommendation from
final result is presented.

1.1 Purpose of Research

The authors are aiming to investigate the motivation factors which will influence the worker
attitude. This research paper has recognized the importance of understand motivation theory. The
authors purpose to improve employees happiness and use motivational factors affect in staff
efficiency. So, this research project also wants to improve the quality of employees operation.

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1.2 Target Audience and Benefit

The main target audiences are hoteliers who would like to improve employees job satisfaction and
motivation. Through this thesis, audience would learn the ways to motivate employees via incentive
their needs and wants.

Chapter 2 Literature Review!

2.0 Introduction

There were various resources in motivation theories. The authors have realized it is a long history to
recognize and develop motivation theory. With time goes by, educational psychologist have
different point of view about motivational factors.
In the twentieth century, people started to realize the side effect of scientific management. Maslow
(1943) stated hierarchy of needs. Then, Herzberg (1987) thinks humans needs are categories by
vertical order from lower (extrinsic) to higher (intrinsic). He also has compared hygiene factors and
motivators. He used intrinsic and extrinsic to categorized motivation. Moreover, McClelland (1961)
developed learned needs theory, which identified three types of motivators. However, peoples
motivator will change in different times. Kovach (1987) investigated the change of industrial
employees job reward factors from 1946 to 1981. Research shows full appreciation of work
done is the most important factor in 1946. But in 1981, interesting became the most essential
factor in work satisfaction. Nevertheless, Wiley (1997) compared motivators in last 40 years. He
find out wages was the most preferred factors in 1992, which used to be fifth place in last 40
years.
Nowadays, people start to realize that psychological factor becomes increasingly important to work.
Besides, happy to work has powerful impact on performance. All in all, there are various theories
related to intrinsic and extrinsic motivation. The authors has reviewed the theories above, it helps
the authors project be more structured and planned. At the following stage, authors are examined
the main theories and describe them below.

2.1 Maslows Hierarchy of needs theory


Maslows Needs theory provides a basic and general concept of motivation. As Maslow (1943)
explained, motivated behavior is influenced by many basic needs and these needs stimulate a set of
acts. However, a set of stimulated acts can be regarded as more than one motivation. In Maslows
study, motivation theory cannot regard as the same as behavior theory. (Maslow A.H. 1943,
Pg371), because motivated behavior also can be affected by other stimulated factors, such as

biology, culture, or diverse situation. Maslows Need theory represented one of determinates in
motivated behavior.
Generally, Maslows concept is often portrayed to a pyramid hierarchy, and each level stands for
different needs. Briefly, these basic needs are psychological, safety, belonging, self-esteem and selfactualization. According to Walker John R. and Miller Jack E (2010), Maslow Needs theory can
relate to hospitality industry. Walker J.R and Miller J.E thinks salary and wages has equal meaning
to physiological needs in employees. For employees, safety is regard as benefit and pension. In
addition, social need is a predominant role in the overall need, but for the employees it means
socializing work. Esteem also refers to ego need. It leads to feelings of self-confidence, recognition,
strength and achievement and so on. In employees perception, esteem is equal to job title and
perks. Self-actualization is at the top of need and it more like a challenging job to the employees.
So, Walker J.R and Miller J.E associated Maslows Need Theory with employees comprehension.
In order to improve the employees happiness in the work, the organization must understand which
level of need their employee should be satisfied with. In this process, a good communication
between manager and staff is a necessary.

2.2 Two Factors Theory


Frederick Herzberg presented his study of two factors theory in 1959 (also called motivationhygiene theory). Theory explained two feeling at work, which were satisfaction or dissatisfaction.
Also, he has investigated some factors which influence job attitude. However, whether the
satisfaction or dissatisfaction being examined, these two feelings are not opposite of each other
(Herzberg .F. 1987).
Generally the content of job refers to satisfiers and motivators, and the important implication for
management perception is that most of employees can be motivated by philosophy of job design
(Dubrin A.J 2009). On the one hand, the growth of motivator factors is intrinsic to the job, such as
achievement, recognition for both person and work, and responsibility (Herzberg 1987). On the
other hand, as considering push factors is KITA; it means kick the person to move forward. So,
KITA factors are extrinsic to the job and it could include administration, company policy,
interpersonal relationship, salary and so on (Herzberg 1987). Nevertheless, Shields .J (2007)
investigated some shortage in Herzbergs theory after study. Firstly, Herzbergs theory has never

corroborated empirically. Secondly, time is change. So, not all of his finding can be adapted in the
current situation. Thus, the authors research will be based on situation.

2.3 McClellands Learned Needs Theory

According to peoples characteristics, McClelland (1961) developed Learned Needs Theory.


McClelland has identified three types of people regardless their gender, age and culture. There are
three types of needs including achievement, affiliation, and power. Therefore, McClellands theory
focuses on certain needs. In fact, these needs are presented in every person from different degree,
then to understand and nurture each needs is very important. From Dyck B. and Neubert M.J (2010)
perspective, to nurture motivation is critical. The significant reason is the process of nurture
combines with natural motivation and abilities.
Desire for achievement: The desire of achievement is a critical affected factor on productivity,
because it required for satisfied with accomplishing goals. In the achieving process each individual
will have goal setting and then gradually to achieve them. The incentive point of this procedures are
personal recognized or reward (Dyck et al. 2010).
Desire for affiliation: the need for affiliation is people emotionally rely on a relationship with
someone. In this part, organization commitment is a motivational force that binds a person to a
particular organization (Dyck et al. 2010. Pg427). Relate to management, employers will be asked
for networking with powerful person in the organization, and receive the value from the
relationship.
Desire for individual power: Briefly, it is a desire to control and influence other people. Link to
organization, this need is based on powerful position. Most of managers like things in his or her
control. So they usually aspire for strong power in organization. Based on that, leaders are given
enough control and autonomy in their job responsibility, because they generally will work better
when satisfied with the power needs (Buhler 2002).
The theories of Maslow, Herzberg and McClelland are around the concept of motivation. These
authors has shown a good understand to motivation from different angle. Therefore, in the research
part of this project, their motivation theory will guide for following work.

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2.4 Motivation in different culture


With the development of globalization, culture is playing increasingly important role in
international organization. In hotel industry, there are many famous hotel group created their unique
culture. For example, Four Seasons have SERVICE culture, which provide the best value to their
customers. But, what exactly is the culture means? How are the culture influences to job
satisfaction? Hofstede, G., and Hofstede, G.J. (2005) define the culture as the collective
programming of the mind which distinguishes the members of one group from that of another
Culture is a unique subject. Once it was settled, it can be easily influence to the others. Thus, culture
sticks the individuals together as a team. Sledge S., Miles A. K. and Coppage S. (2008) did a
motivation research in Brazilian hotel in relation to culture. Five hotels were selected for
researching.

2.5 Motivation in different age group


According to Taylor (2006), workforces in European countries are aging. The people who between
50 and 59 are expect to increase 12% in next 10 years. In Ireland, the employment rate of 55-64
men is 60.9%. This percentage has over the European members average employment rate.
(Demographic Report 2010) Aging workers have significant impact to labor market. More
importantly, it is a challenge for business to manage workers in different ages. Time is changed.
Managerial tool used in Generation X can be difficult to use in the millennial. (Bruce 2012)
Organization need to adapt the information age and consider what next generation should be. What
is the different between the aging workforce and new generation workers? How can the
organization detect the motivators in different ages?
Inceoglu I., Segers J. and Bartram D. (2012) did two of age-related motivation research in UK. It
has investigated some motivators in different age. There are 11,400 individuals completed the
motivation questionnaire. Research shows older age group more likely to perceive intrinsic
motivation. Autonomy and personal principles become more important motivators in older age
workforces. However, young workers are more concern the extrinsic rewarding, such as financial
reward. Surprisingly, job security and working condition are less motivated in older age group
comparing to younger age group. It means that young worker is more concern about job security
than older workers. In terms of progression, there was only few older age groups consider well pay
and good chances of promotion is important.

Chapter 3 Methodology

3.1 Introduction
The Oxford Advanced Learners Dictionary define the meaning of methodology as a system of
methods used in a particular area of study or activity. It is the rationale for authors research,
hypothesis and opinions. In this chapter, authors explain a way to systematically investigate the
factors influencing employees happiness in Irish hotel industry. In the following sections, authors
explain the purpose of research and the way to develop logical research methods. In section 3.4,
authors discuss the selection of population and sample. Additionally, authors clarify the assumption
and hypothesis of the research with ethnical consideration. Lastly, authors will illustrate the method
of data collection and analysis plan.

3.2 Purpose of the research and research questions


The purpose of the research is to find out the intrinsic and extrinsic factors influencing employees
happiness in Irish hotel industry. Additionally, authors are aiming to find out the most important
factors affect employees happiness at work. By studying this research, it can be able to attain the
capability of effective motivation.

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There are three main research questions:
1. Do Irish hotel employees happy or not?
2. Which factors influencing employees happiness in Irish hotel industry?
3. What is the determinant of employees happiness in Irish hotel industry?

3.3 Research method and design


Choosing appropriate research methods is important to the research. Authors will follow the
processes below:

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First, scholarship method will be adopted. Quote to Veal (2011) Scholarship method involves
being well-informed about a subject and also thinking critically and creatively about a subject and
the accumulated knowledge on it. Scholarship method can be able to generate new knowledge.
Indeed, the framework or paradigm of the topic can be generated by scholarship method. It is not
only be able to study the literature related the topic, but also be able to blend it.
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Confronted with existing source, authors will research secondary data via official organization.
There is large quantities of data collected by Irish Hotels Federation, Filte Ireland and Irish
Hospitality Institute. Irish Hotels Federation (IHF) is the national organization of the hotel and
guesthouse industry in Ireland (Irish Hotels Federation, 2013) From IHF, we can be able to access
the important news of Irish hotel industry. In addition, IHF provides contact method of IHF staffs
and awarded hotel manger. It is idea directory for us to get connect with Irish hotel managers and
interview them. Filte Ireland is the national tourism development authority. Their role is to support
tourism industry and work to sustain Ireland as a high-quality and competitive tourism destination.
(Filte Ireland,2013) Filte Ireland is a valuable database for hotelier. It provides industrial research
and hotel training information. Irish Hospitality Institute (IHI) aims to drive professional excellence
in hospitality management in Ireland. The IHI is one of the key sources of information for
hospitality managers. (Irish Hospitality Institute, 2013)

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Quantitative methods are the idea method for authors to apply. Quantitative methods involve
number, data and statistics. There are two types of quantitative methods authors metrology are
going to adopt: online survey and telephone survey. authors will invite interviewee to conduct the
online survey via E-mail or telephone. Moreover, interviewees be able to submit the survey on line.
In return, we get the feedback from the survey website. As long as we collect the result online, then
authors are able to know the subject and variable. According to Veal (2011), subject refer to the
people who provide information into the research. For example, if there are 30 people involve into
my research, the research contain 30 subjects. Variable refers to behavior pattern varies from
subjects to subjects. (Veal, 2011) For example, age, gender, educational level and religion are all
variables. There are two types of variable: independent variables (IV) and dependent variables
(DV). Independent variables is the factor that controlled by forces outside the context of the study.
In contrast, dependent variables is the one which within the field of study. For example, in the study
of culinary art, chef uniform is the independent variables and cooking method is the dependent
variables.

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Qualitative methods are the most accessible method for us to conduct the research. In contrast to
quantitative methods, qualitative methods depend on words, images and behavior. It just simply
asks the people some questions. In this research, we decide to conduct the telephone interview with
few major hotel manager because it is a time-consuming.
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3.4 Population and sample selection

Population is estimated 300. Response rate are expected at 30%. The authors invites college tutors,
placement students, and hotel employees to participate in the questionnaire survey. In addition, the
authors will invite hotel employees to anticipate questionnaire survey.

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Population will be divided into 6 age groups: under 20, 21 to 30, 31 to 40, 41 to 50, 51 to 60 and
over 50. Sample might have different nationality, races, religion, and educational level. However,
all of these participates has hospitality industry background. Therefore, the authors research result
can be more reliable and realistic.

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However, the sample who do not have any work experiences in hotel industry are excluded within
the research. Those sample are faulty to meet the research purpose.

3.5 Ethical considerations: informed consent and confidentiality

In this research, ethical consideration and confidentiality is the priority. Thus, every participants
will be kindly invited to participate in this research. For the telephone interview, appointment will
be made at least 2 weeks beforehand. The interview time, duration, procedure and questions will be
informed in advanced as well. Besides, the research paper will not conduct the interview until we
get the permission from interviewees. All the interviews will be acknowledged that the conversation
with interviewees will only for academic use. For the online survey participants, the survey paper
will be an acknowledgement of survey result only for academic use before participants submit the
survey.

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Moreover, considering of hotel manager may not realize hotel employees feelings. Anonymous
questionnaires will be distributed to hotels employees. However, permission will be asked to hotel
managers before authors distributed the questionnaires.

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Questionnaire survey is a efficient data collection methods. It allow large volume of people to
participate in the research. It can be able to generate massive of data in short period of time. It is
time-efficiency and user friendly. However, people may ignore the research invitation due to
information overload
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3.6 Data collection and Instrument used


Authors will utilize the Google Drive to develop and manage data. Questionnaires will be created
with the use of Google Document as well as distributed by Google Gmail from Shannon College of
Hotel Management.

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Data will be collected and analyzed by Google Form. After collected all the data, authors will utilize
Google form to create spreadsheet for interpreting data into research findings.

3.7 Analysis plan


After data collected, it could be contain different types of data analysis plan: descriptive analysis
and explanatory analysis. Quote to Veal(2011), descriptive research involves the presentation of
information in a fairly simple form. The two most appropriate for descriptive research are:
frequencies and means. However, descriptive data does not explain anything. For explain the data,
we need to conduct explanatory research. (Veal, 2011)

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In this process of descriptive analysis, data will be able transform into valuable statistics.
Descriptive statistics is the basic analytic method to transfer the data into mean number, standard
deviation (SD), median number. Standard deviation indicate how far the data close to the expected
value (also called mean value).

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In the process of explanatory analysis, there are 4 criteria to analysis data: associations, time
priority, non-spurious relation and rationale. Quote to Veal (2011) associations is a necessary
condition for a cause relation. For example, A increase when B decrease. Explanatory analysis
considers the relation between two figures.

3.8 Summary
To sum up, the research concerned about how to investigate the factors affect the motivation in Irish
hotel industry. There are two main research questions: Whether or not employees satisfaction will
be influenced by salary, welfare, interest, promotion, etc. Whether or not the motivators will vary
according to employeess age, gender, personality, education, etc. Authors adopt scholarship
methods, secondary data methods, quantitative methods and qualitative methods. Thus, interview
and questionnaire survey will be conducted. Population is estimated 300 people. Sample excludes
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the people who do not have working experiences in hotel industry. The data analysis plan combines
descriptive analysis with explanatory analysis.

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Chapter 4 Research Findings and Results

4.1 Introduction

The purpose of this chapter is to distinctly present, interpret and analyze the findings of the
questionnaires. The questionnaires were managed and powered with the usage of Google Drive. The
substantial responses rate received by the authors has developed a large data base of valuable
information which will be used to endorse and explicate authors hypothesis and recommendations.

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In this chapter, the section 4.2 describes the fundamental information of questionnaires. In the
section 4.3, the authors interpret the research and discuss the research findings coherently.

4.2 Questionnaires

As previously mentioned, the questionnaires were developed and distributed online with the usage
of Google Drive. Furthermore,research results were created and managed by Google Document.
The authors decided to utilize the communication capabilities of E-mail as well as personally
inviting candidates to complete the questionnaires. A concise summary and a link to the online
questionnaires were wrote into the content of E-mail and survey invitation letter. Authors invited
employees of Clarion Hotel Group and Tifco Hotel Group for anticipating our research. This
guaranteed the substantial responses rate and the answers were derived from Irish Hospitality
professionals.

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The total number of respondents came to 81. The questionnaires have been divided into three parts
so as to assist authors elaborate the research findings accurately. Section one includes general
information, such as respondents gender, age and hotel experiences. Section two asked the reason
why respondents work happily in the hotel. Section three asked the question of why respondents do
not work happily. The questionnaire includes a total number of 7 questions and 2 of these were open
ended questions.

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4.3 Research Results and Findings

To find out the basic information of the respondents, the first part of the questionnaires derived
from three general questions. This fundamental questions were important regarding to developing a
practical demographic data. It allowed us has accurately understanding of research findings. The
questions were multiple choice and open-ended. Additionally, in this section, authors included the
question of Are you happy in your current working hotel? Authors believe that the answer of this
question indicated weather a person is motivated or de-motivated. The research results that we
collected in the personal information section are show as follow:

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Nationality

Gender

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To the extent of nationality, the number of European respondents(51.3%) are slightly more than
non-European respondents(48.8%). However, 54% respondents are female, whereas 46% of
respondents are male. It shows the fact that number of female employees are more than male
employees in Irish hotel industry.
Age

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Number of
Respondents

Percentage of
respondents

Under 20

13

16%

21 - 30

52

64%

31 - 40

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14%

41 - 50

5%

51 - 60

1%

As authors expected, majority of respondents (64%) are age between 21 to 30.s who over 30 years
old, majority of them who already worked in Irish hotel for over 6 years. It is surprised that 16% of
the total respondents are under 20 years old. It indicates that increasing young people are interested
in hotel industry.
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Working Experiences in Irish Hotel

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Number of
Respondents

Percentage of
respondents

0-2 years

30

37%

2-4 years

26

32%

4-6 years

10

12%

6-8 years

9%

8-10 years

5%

over 10 years

5%

Research result shows 63% of the respondents worked in hospitality industry over 2 years.

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indicated that majority of the respondents have deep understanding of Irish hotel industry.

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Happiness at work

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Number of
Respondents

Percentage of
respondents

Yes

61

80%

No

11

14%

5%

I dont know

It can be seen from the results above that whether hoteliers were happy at work. 80% of recipients
considered they were happy when they were woking in the Irish hotel. 11% of recipients felt they
were not happy to work in the Irish hotel. However, there was four respondents do not know they
were happy or not. To find out the reasons, authors checked the the open-ended question, it shows
that those four respondents were unemployed.

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Research shows 80% hoteliers were happy at work. To investigate the reasons why they felt happy
at work, authors developed following questions:

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What makes you happy at work?

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Number of
Respondents

Percentage of
respondents

Great Indoor design

13

7%

Tasks that have


meaning for me

41

21%

Open-minded
people around me

56

29%

A good training
program

43

22%

High salary

37

19%

1%

Other

The open-ended multiple choice question offered five options for respondents to select. The options
of Great indoor design, A good training program and High salary are extrinsic motivators.
Whereas, Tasks that have meaning for me and Open-minded people around me are intrinsic
motivators.

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Results showed that 50% of total respondents were motivated intrinsically. 30% respondents
considered open-minded colleagues were they source of happiness. 21% respondents believed
meaningful task made them happy at work. However, 49% respondents were motivated
extrinsically. 22% of them believed good training program offered happiness to them. 19%
respondents considered high salary was source of happiness. 7% of total respondents felt happiness
were driven by hotel indoor design.

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There were two comments came from respondents, they described good team work was source of
happiness at work.

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The results above contributes that intrinsic factors (50%) and extrinsic factors (49%) are equally
important in relation to happiness at work. As a result, hotel employers need to balance employees
intrinsic and extrinsic factors in order to keep employees working happily,

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What makes you miserable at work?

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Number of
Respondents

Percentage of
respondents

Unfriendly Staffs

64

36%

Unfulfilling work

31

18%

Pay is too low

34

19%

Job is too routine

26

15%

Long working hours

21

12%

The purpose of this question is to indicate why employees feel unhappy at work. The options of
unfriendly staffs and Unfulfilling work are intrinsic factors. Whereas, Pat is too low, Job is
too routine and long working hours are extrinsic factors.

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Result shows that 54% respondents considered intrinsic factors were reason why they were unhappy
at work. 35% of total respondents felt unhappy because unfriendly employees. Whereas, 46% of
respondents believed that extrinsic factors cause unhappy at work. Majority of them felt unhappy
because of low salary. Results investigated that unfriendly staffs are most important factor cause
unhappiness at work. Therefore, hotel manager need to create a friendly working environment in
order to avoid employeess unhappiness.

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Chapter 5 Conclusions and Recommendations


5.1 Conclusions
Employees happiness is related to intrinsic and extrinsic motivation. Intrinsic motivation is defined
as conducting an activity for inherent satisfactions. (Ryan and Edward, 2000) It is driven by
interest, enjoyment and fun in the activity itself. To contrast with intrinsic motivation, extrinsic
motivation move people to take an actions in order to attain rewards or avoid thread. (Dewani
2013) The typical extrinsic reward is money, and common threat is parental sanctions. For
investigate the reason why employees happiness, it is important to distinct between intrinsic factors
and extrinsic factors. According to Ryan (1982), intrinsic motivation and extrinsic motivation can
be distinguished by self-reporting of interest of the activity. As a result, questionnaires were
developed and measured by Ryans study of self-reporting motivation. The findings indicated that
intrinsic factors and extrinsic factors are equally important to employees happiness in Irish hotel
industry. Majority of respondents (36%) considered unfriendly employees were the sources of
unhappiness at work in Irish hotel. Similarly, Majority of respondents believed that open-minded
employees around me made them happy at work.

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5.2 Recommendations
As it can be seem from the research findings, Most of the respondents consider friendly employees
with positive working atmosphere are crucially important in employees happiness. I recommend
hotel improves its two-way communication, such as conducting a comprehensive survey for
employees. It encourage communication between employees and management. Then, employee
meeting is suggested to be held every month. It is idea way to collect the grievance from front-line
employees. In terms of the employees grievance, management team need to take a full
responsibility to investigate it and take an action to sort it. In result, employees will be considered
they are cared by the company. Additionally, hotel need to pay attention to goals and tasks, every
distributed tasks need to be meaningful to employees. Hotel is suggested to avoid double work and
overtime work. It will unbalance employees work and life.

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Chapter 6 References

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Inceoglu I., Segers J. and Bartram D. (2012) Age-related differences in work motivation,
Journal of occupational and organizational psychology, 85, 300-329

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Taylor P. (2006) Employment initiatives for an ageing workforce in the EU15, European
Foundation for the Improvement of Living and Working Conditions
Bruce H. (2012) After Gen X, Millennials, what should next generation be? [Online]
USA Today. Available: http://usatoday30.usatoday.com/money/advertising/story/
2012-05-03/naming-the-next-generation/54737518/1 [accessed 24th Nov 2013]

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Sledge S., Miles A. K. and Coppage S. (2008) what role does culture play? A look at
motivation and job satisfaction among hotel workers in Brazil, The international Journal
of Human Resource Management, Vol 19, No. 9, September 2008, 1699-1682

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Hofstede, G., and Hofstede, G.J. (2005), Cultures and Organizations: Software of the
Mind, New York:McGraw Hill.
Maslow A.H, (1943) A Theory of Human Motivation. American Psychological
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Walker J.R and Miller J.E (2010) Supervision in the Hospitality Industry: Leading
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Herzberg, F. (1987) One more time: How do you motivate employees? Harvard
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Dubrin A.J. (2009) Essentials of Management [8th edition].Natorp Boulevard Mason:
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Shields J. (2007) Managing Employee Performance and Reward: Concepts, Practices,


S t r a t e g i e s . S y d n e y : C a m b r i d g e U n i v e r s i t y P r e s s . Av a l i a b l e : h t t p : / /
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Nov 2013]

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McClelland, D. C. (1961) Achieving Society, New York: The Free Press.
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Chapter 7 Appendix

7.1 Appendix 1

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