Hotel Employee Engagement During the Pandemic: A Mixed-Method Approach

IF 3.4 4区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM
Shi (Tracy) Xu, Mark Ashton, Yanning Li, Gregor Staunton, Yu (Kevin) Li
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引用次数: 0

Abstract

Many hotel organizations were helping their employees remain engaged in the workplace during the pandemic. From the perspective of social exchange theory, the antecedents and outcome of this engagement were explored in two studies. A qualitative interview investigation of U.K. hotel employee engagement as reported by Senior Managers ( n = 9) was carried out in Study 1 from which a theoretical model to investigate the antecedents and outcome of this engagement was developed, and tested with U.K. hotel employees ( n = 163) in Study 2, with both studies conducted sequentially during the pandemic. Study 1 found that the emergence of new methods and styles of communication, the provision of and increased access to training, and employees’ adaptation to changes positively facilitated employee engagement through the pandemic. Results of Study 2 suggested that employee resilience, perceived communication quality, and workplace health and safety training are positively related to employee engagement, which in turn improves employee performance. This research enhances the theoretical understanding of the personal factor (i.e., employee resilience) and situational factors (i.e., perceived communication quality, and workplace health and safety training) that help enhance employee engagement and ultimately improve performance. The practical implications of the study propose means of effective communication with employees, mechanisms to bolster employee resilience and proactive health and safety training and reinduction of employees ahead of their return to work with guests during times of extreme turbulence.
大流行病期间酒店员工的参与度:混合方法
在大流行病期间,许多酒店机构都在帮助其员工保持在工作场所的参与度。从社会交换理论的角度出发,我们在两项研究中探讨了这种参与的前因后果。研究 1 对高级经理(9 人)报告的英国酒店员工敬业度进行了定性访谈调查,并据此建立了一个理论模型来研究这种敬业度的前因和结果,在研究 2 中对英国酒店员工(163 人)进行了测试。研究 1 发现,新的沟通方法和方式的出现、培训的提供和增加以及员工对变化的适应都积极地促进了员工在大流行病期间的参与。研究 2 的结果表明,员工的适应能力、感知到的沟通质量以及工作场所健康与安全培训与员工参与度呈正相关,而员工参与度又反过来提高了员工的绩效。这项研究从理论上加深了对个人因素(即员工抗压能力)和情境因素(即感知到的沟通质量和工作场所健康与安全培训)的理解,这些因素有助于提高员工敬业度,并最终提高绩效。这项研究的实际意义在于提出了与员工进行有效沟通的方法、增强员工抗压能力的机制、积极主动的健康与安全培训,以及在极端动荡时期,在员工重返工作岗位之前对其进行重新安置。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.50
自引率
2.90%
发文量
17
期刊介绍: Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.
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