Employee satisfaction during the pandemic in the tourism and hospitality industries

IF 5.7 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Current Issues in Tourism Pub Date : 2023-10-18 DOI:10.1080/13683500.2023.2268798

Panagiotis Stamolampros, Dimitrios Dousios

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引用次数: 0

Abstract

How has the COVID-19 pandemic affected employee satisfaction in Tourism and Hospitality industries? This paper uses a topic modelling approach to explore the pandemic effects utilizing a large sample (N = 733,746) of employee-generated online reviews. Comparing online employee feedback during the pandemic to the pre-pandemic period, the study indicates a shift in topics discussed, suggesting changes in employee satisfaction drivers. During the pandemic, there was a noticeable increase in positive discussions regarding work stress, customer behaviour, and managerial practices. Work-life balance and management behaviour were found to be more closely linked to increased dissatisfaction, whereas employee treatment, working environment, and company culture were associated with higher satisfaction levels. The present study contributes to the understanding of employee satisfaction in tourism and hospitality services as the first to measure the impact of COVID-19 by harnessing the power of online employee user-generated content providing practical implications for theory and employee practice.

查看原文本刊更多论文

流感大流行期间旅游和酒店业的员工满意度

COVID-19大流行如何影响旅游和酒店业的员工满意度?本文采用主题建模方法，利用员工生成的在线评论的大样本(N = 733,746)来探索大流行的影响。将疫情期间的在线员工反馈与疫情前进行比较，该研究表明，讨论的主题发生了变化，表明员工满意度驱动因素发生了变化。在大流行期间，关于工作压力、客户行为和管理做法的积极讨论明显增加。研究发现，工作与生活的平衡和管理行为与增加的不满意度联系更紧密，而员工待遇、工作环境和公司文化与更高的满意度水平有关。本研究通过利用在线员工用户生成内容的力量，为理论和员工实践提供实践意义，有助于理解旅游和酒店服务中的员工满意度，并首次衡量COVID-19的影响。

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来源期刊

Current Issues in Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

15.50

自引率

10.00%

发文量

230

期刊介绍： Journal metrics are valuable for readers and authors in selecting a publication venue. However, it's crucial to understand that relying on any single metric provides only a partial perspective on a journal's quality and impact. Recognizing the limitations of each metric is essential, and they should never be considered in isolation. Instead, metrics should complement qualitative reviews, serving as a supportive tool rather than a replacement. This approach ensures a more comprehensive evaluation of a journal's overall quality and significance, as exemplified in Current Issues in Tourism.