6. Implications
This study adds to the QWL literature by investigating the expected dimensions of QWL from the potential aspirants and present employees of the hospitality organization. It will be difficult for an organization to deliver on expectations if there is no understanding of what they are (Cross et al., 2008). Hence, employees’ themselves need to define it. By adopting this procedure, the dimension ‘interaction with customers’, that surfaced seems to be specifically relevant in a hotel work environment, wherein the ‘outcome of the interaction’ between the service provider and the consumer of service, impacts the work life of the service provider, the employee. Moreover, it is well documented that when employees perceive their work positively, they are more satisfied with their jobs, highly motivated at work, and less likely to leave the organization. Also, today's workforce are quick to move on to more attractive employment situations when they do not get what they want (Lawler, 2005). Hence, employers must recognize the nature and direction of transformation in employee expectations of QWL, in order to address and reshape the future workplace policies.
Thus the empirical findings of this study would aid the policy makers in reducing the gap between employee expectations and the reality of the work place attributes. Subsequently, responding to the workplace expectation may well mitigate the turnover intention among the employees thus crafting a sustainable win–win relationship, central to a hotel organization.