Chapter 11: Synopses of empirical studies on engagement in hospitality and tourism research
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This chapter reviews 18 empirical studies on employee engagement within the hospitality industry. Hypothesized relationships were primarily tested through self-report surveys of front-line hotel employees, using standardized measures including the UWES (Schaufeli et al., 2002, 2006). Engagement was found to be positively associated with a number of organizational and personal resources. Associated outcomes included enhanced job satisfaction, employee performance and customer loyalty. Recommended organizational strategies included screening prospective employees for self-efficacy and providing meaningful, autonomous jobs.

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