The Role of Organizational Factors on Employee Engagement and Hospitality Service Co-creation
Keywords
employee engagement; exploratory research; organizational factors; service-dominant logic; Value co-creation
Abstract
There is a dearth of research assessing organizational factors in hospitality that have an effect on employee engagement (EE) in the co-creation of services. Using qualitative research design we examined these factors in three luxury hotels. The data were collected from six focus group interviews and the findings reveal that EE in hospitality service co-creation is influenced by key organizational factors, such as flexibility, empowerment, brand standards, service systems, among others. These factors were categorized to derive a framework that provides a foundation for the conceptualization of organizational factors and how they influence EE in the co-creation of value.
Publication Date
7-2022
Document Type
Paper
Language
English
Source Title
Journal of China Tourism Research
Volume
18
Issue
4
Copyright Status
Publisher retained
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Chathoth, Prakash K.; Chan, Eric S.W.; Harrington, Robert J.; Okumus, Fevzi; and Song, Zibin, "The Role of Organizational Factors on Employee Engagement and Hospitality Service Co-creation" (2022). Faculty Scholarship and Creative Works. 1128.
https://stars.library.ucf.edu/ucfscholar/1128
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