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1. Introduction
The lodging industry is characterized by notoriously poor wages, low job security, long working hours and shift works (Back et al., 2011). Specifically, researchers argued that high turnover is a direct consequence of employee dissatisfaction with the organization providing what employees need in a place to work (Furnham, 2006). In the lodging industry, employees want to work in a team-oriented, respective and collaborative environment so that they can achieve their own personal goals (Back et al., 2011; Berger and Vanger, 1986). Also, they want to have a balance between their work and personal life (Deery, 2008). It is critical for organization to identify and understand specific needs of their employees to ensure that employees are satisfied, committed and productive with the job (Vansteenkiste et al., 2007).
Recently, research finding awakes the notion of quality of work life (QWL) and its relation to employees’ well-being in terms of job satisfaction (JS), organizational commitment and other types of work engagement (Mirkamali and Thani, 2011). In general human resource management studies, QWL has been regarded as the crucial construct for organization to attract and retain employees (Kiernan and Knutson, 1990; Sirgy et al., 2001). Davis (1983) defined the QWL as the degree to which employees are able to fulfill important various personal needs thorough their performance in their workplace while achieving the organization’s goals. Specifically, QWL is a variable that consists of their needs for health, safety, economy, family life, social life, esteem, self-actualization, knowledge and aesthetics (Sirgy et al., 2001).
Several organizational behavior researchers have investigated the significant effects of QWL on JS (Boisvert, 1977; Kiernan and Knutson, 1990; Sirgy et al., 2001). For example, Ference (1982) argued that employees’ perception of QWL can be significantly improved by positively addressing their diverse needs, thereby boosting JS and lowering voluntary turnover. Although many QWL studies have been conducted in various disciplines, there is a paucity of QWL research in the lodging industry. Frontline personnel in the lodging industry play an important role in customer’s positive service experience and generate profits for the organization (Rudez and Mihalic, 2007). According to the service profit chain model, satisfied employees provide quality service for their external customers and achieve customer satisfaction (Hestkett et al.