تفاوتهای نسلی در ارزش ها و نگرش کار در میان کارکنان خط مقدم و خدمات اطلاعات تماس

Utilizing data collected from frontline and service contact employees, this study identifies employees’ work values for a hospitality business, and then examines differences among employees belonging to different generations. Through an exploratory factor analysis, seven dimensions of employees’ work values are identified. Results of a series of one-way ANOVA tests reveal significant differences among three generation of employees’ work values. Managerial implications and recommended strategies to manage those differences to create and maintain a work environment that foster leadership, motivation, communication and generational synergy are discussed.