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

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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