Studying the Relationship between Human Resources Practices, Employee Motivation, and Online Hotel Reviews: An Empirical Approach to the Hospitality Industry
Keywords
employee extrinsic motivation; employee intrinsic motivation; hospitality industry; Human resources practices; online hotel review
Abstract
Increasing competition in hospitality is one of the industry challenges, which depends mainly on human capital. Thus, this research investigated the relationship between human resources practices, employee motivation, and online hotel reviews. Hypotheses were tested using two-phase survey data collected from 308 respondents corresponding to 154 dyads of frontline employees and human resources managers from hotels located in Brazil and England. Quantitative online hotel review ratings were collected from the surveyed hotels as performance indicators. Partial least squares structural equation modeling was used to examine the data collected. Employee intrinsic motivation negatively influenced online hotel review ratings. The online hotel review overall ratings were positively affected by extrinsic motivation. Likewise, human resources practices had a strong influence on the online hotel review service ratings. This study presented some insights to hospitality organizations, identifying relationships among three important topics on hotel management. This information can help hoteliers develop better competitive strategies, using human resources to increase online hotel review ratings, considered critical hotel performance indicators.
Publication Date
5-1-2022
Original Citation
V de Souza Meira, J., Hancer, M., Anjos, S. J. dos, & Eves, A. (2022). Studying the relationship between human resources practices, employee motivation, and online hotel reviews: An empirical approach to the hospitality industry. Tourism & Hospitality Research, 22(2), 196–208. https://doi.org/10.1177/14673584211024710
Document Type
Paper
Language
English
Source Title
Tourism and Hospitality Research
Volume
22
Issue
2
Copyright Status
Unknown
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Meira, Jessica Vieira de Souza; Hancer, Murat; do Anjos, Sara JG; and Eves, Anita, "Studying the Relationship between Human Resources Practices, Employee Motivation, and Online Hotel Reviews: An Empirical Approach to the Hospitality Industry" (2022). Faculty Scholarship and Creative Works. 1095.
https://stars.library.ucf.edu/ucfscholar/1095