This study investigates the drivers which influence job satisfaction on hotel employees in Norway, based on internal service quality in the service-profit chain model. The drivers chosen in this study is empowerment, leadership, commitment, motivation, socialization and colleagues. Since the employees´ are undoubtedly the most important assets for success in the hospitality industry, the result of this study will help hotel management in strategic leadership issues and decision-making, with the result to increase customer satisfaction and finally financial performance. The subjects of this study are employees´ working for Classic Norway Hotels. My analysis relies on individual reported behaviour and attitude toward job satisfaction. The findings showed that Commitment and Motivation directly and positively influence employees´ job satisfaction. This is supported of previous studies and theory in the service sector. Also, Empowerment, Socialisation and Colleagues positively influence job satisfaction. Surprisingly, Leadership did not emerge as an influential driver toward job satisfaction.
According to these findings the main factors which influence hospitality industry employees´ job satisfaction is commitment, motivation, socialization, colleagues and empowerment. The study therefore contributes significantly to understanding the psychological individual forces associated with employee job satisfaction, which can function as criteria for human resource management in the hospitality industry.In conclusion, individual job satisfaction is strengthened by focusing on training, mentorship, realistic job previews in the context of socialization, recognition from managers and colleagues and encouraging work-related autonomy.
Key words: Hospitality industry, job satisfaction, empowerment, commitment, motivation, socialization, colleagues.