Generational Differences in Work Attitudes: Evidence from the Hospitality Industry

Our understanding of employee attitudes and their impact on business outcomes has been further complicated in recent years by the newest cohort of service workers. Known as Generation Y (Gen Y), they appear to approach employment in a manner different to that of their predecessors. A review of the academic literature reveals little empirical evidence to support an appropriate understanding of the impact of such difference. This paper provides an overview of a large-scale study into generational differences in employee attitudes and reports on the preliminary data analysis of a survey of over 900 hospitality employees. The most important initial finding from the data analysis is that, on the whole, Gen Y employees have lower scores on those constructs that an organization should be attempting to maximize. Non-Gen Y employees are more satisfied with their jobs, more engaged and more affectively committed to the organization they work for than their Gen Y counterparts, amongst a range of other important constructs. Conversely, Gen Y employees display higher scores onthe constructs that an organization would want to minimize in its staff. Gen Y employees are more likely to be planning to quit their jobs, are more likely to perform poorly if their co-workers are doing so, and are also more likely to switch jobs for no particular reason. The discussion covers implications for management as well as directions for future research.

Mother with child at work (day care)

General note: Title and date provided by Bettye Lane.

Television actor Linda Lavin (far left) at "Women at Work" conference

General note: Title and date provided by Bettye Lane.

Television actor Linda Lavin at "Women at Work" conference

General note: Title and date provided by Bettye Lane.

Woman with her baby at work

Inscription: Verso: mother takes baby to work, Lee Morgan and infant, New York.

United Nations interpreter at work

Inscription: Verso: Jeanette Morrison, simultaneous interpreter, United Nations

Subway conductor at work

Inscription: Verso: Barbara Hand, subway conductor, New York.

Sculptor Marsha Farely at work

Inscription: Verso: Marsha Farley, sculptor, at work in her New York studio.

Attorney and paralegal at work in a law office

Inscription: Verso: Florence Fanbaum, left, paralegal, hands work to Catherine Raymond, lawyer, at right. New York.

Chef at work

Inscription: Verso: Felicia Nestor, chef, East-West Restaurant, New York

Carpenter at work

Inscription: Verso: Susan Carpenter, Carpenter, New York.

Air traffic controllers at work

Inscription: Verso: Gail Bassam (left) and Margaret Bellamy (right), air traffic controllers, Teterboro Airport, New Jersey.

Weather forecaster at work

Inscription: Verso: Laura Cole, weather forecaster, at radar scope, U.S. weather service.

Woman subway conductor at work

Inscription: Verso: Barbara Hand, subway conductor, New York.

Founder of Hale House and her daughter Dr. Lorraine E. Hale attend celebration for Mother Hale's work involving the housing of addicted infants, at Westbeth's Artists Gallery

General note: Title and date provided by Bettye Lane.