More than a feeling: using hotel room attendants to improve understanding of job quality

Angela Knox, Chris Warhurst, Dennis Nickson, Eli Dutton

Research output: Contribution to journalArticlepeer-review

37 Citations (Scopus)
41 Downloads (Pure)


Recent research by Adler and Adler reveals contradictory claims about the job quality of hotel room attendants; suggesting that an objectively ‘bad’ job can be perceived as subjectively ‘good’ by workers. This contradiction resonates with wider issues about how job quality is conceived – objectively and/or subjectively. Drawing on empirical research of room attendant jobs in upper market hotels in three cities in the UK and Australia, this paper addresses the contradiction by examining both the objective and subjective dimensions of job quality for room attendants. In doing so it refines Adler and Adler's work, constructs a new typology of workers and a new categorisation of job quality informed by workers characteristics and preferences. This categorisation improves conceptual understanding of job quality by enjoining its objective and subjective dimensions.
Original languageEnglish
Pages (from-to)1547-1567
Number of pages21
JournalInternational Journal of Human Resource Management
Issue number12
Early online date20 Aug 2014
Publication statusPublished - 1 Jun 2015


  • hotel industry
  • job quality
  • management
  • objective
  • subjective


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