Edited by Ronald J. Burke and Julia C. Hughes
Chapter 11: Synopses of empirical studies on engagement in hospitality and tourism research
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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