TY - JOUR
T1 - The Role of Organizational Factors on Employee Engagement and Hospitality Service Co-creation
AU - Chathoth, Prakash
AU - Chan, Eric S. W.
AU - Harrington, Robert J.
AU - Okumus, Fevzi
AU - Song, Zibin
N1 - Publisher Copyright: © 2021 Informa UK Limited, trading as Taylor & Francis Group.
PY - 2022/8
Y1 - 2022/8
N2 - 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.
AB - 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.
KW - employee engagement
KW - exploratory research
KW - organizational factors
KW - service-dominant logic
KW - Value co-creation
UR - http://www.scopus.com/inward/record.url?scp=85134923485&partnerID=8YFLogxK
U2 - 10.1080/19388160.2021.1972068
DO - 10.1080/19388160.2021.1972068
M3 - Journal article
SN - 1938-8160
VL - 18
SP - 756
EP - 777
JO - Journal of China Tourism Research
JF - Journal of China Tourism Research
IS - 4
ER -