Abstract
Employees’ perceptual discrepancy between their working and living conditions constitute one of the least researched areas in the hospitality industry. Out of residence, temporary employment is very common throughout the hospitality industry. Although official statistics vary significantly between regions, remote destinations rely heavily on internal mobility and temporary staff can reach up to 60% of total employment. Taking this perspective, the current study aims at exploring hotel employees’ perceptual discrepancy between their working and living conditions. Employing a mixed – methods approach, we try to sed light on the nature of this discrepancy and it’s influences on both employees’ and customers’ satisfaction. A popular Greek destination has been selected as the setting of the research and a large-scale survey among employees of six hotels has been carried out. Customer’s satisfaction levels were deduced from textual analysis of co-current online reviews. Results reaffirm the existence of such a chasm, which influences employee and customer satisfaction in a significant way.