Chapter 3: A motivated workforce: the shifting factors that drive people to work in the hospitality industry
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The hospitality industry is centered on people, wherein service providers and customers are inseparable as they create unique, intangible experiences. The question about what drives and inspires hospitality workers to be productive, positively contribute with the work that they do, and strive to provide outstanding service quality continues to be very important for hospitality operators, especially in the current labour-challenged environment where simply finding and keeping sufficient numbers of workers is difficult. This chapter will explore the issues of employee motivation, looking at both classic theories and more recent research that challenge our ideas of what drives people to perform at work, particularly in the realm of hospitality.

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