The Role of Organizational Factors on Employee Engagement and Hospitality Service Co-creation

Prakash Chathoth, Eric S. W. Chan (Corresponding Author), Robert J. Harrington, Fevzi Okumus, Zibin Song

Research output: Journal article publicationJournal articleAcademic researchpeer-review

5 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)756-777
JournalJournal of China Tourism Research
Volume18
Issue number4
Early online date1 Sept 2021
DOIs
Publication statusPublished - Aug 2022

Keywords

  • employee engagement
  • exploratory research
  • organizational factors
  • service-dominant logic
  • Value co-creation

Fingerprint

Dive into the research topics of 'The Role of Organizational Factors on Employee Engagement and Hospitality Service Co-creation'. Together they form a unique fingerprint.

Cite this