Handbook of Human Resource Management in the Tourism and Hospitality Industries
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Handbook of Human Resource Management in the Tourism and Hospitality Industries

Edited by Ronald J. Burke and Julia C. Hughes

The hospitality and tourism sector is an increasingly significant contributor to GDP worldwide, as well as a key source of employment in developing regions. Drawing on contemporary research, this Handbook provides a provocative review of the major human resource challenges facing the hospitality and tourism sector today.
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Chapter 11: Synopses of empirical studies on engagement in hospitality and tourism research

Julia Christensen Hughes


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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