Promoting hotel employees’ work engagement and its service outcomes: The critical role of intrinsic motivation

Abstract Purpose The purpose of this article is to investigate the relationship between intrinsic job-related motivators and hotel employees’ work engagement and to examine how it may correlate with important employees’ outcomes, such as the prescribed-role and extra-role customer service. Design/methodology/approach The literature review and empirical research based on a survey method were employed. Findings The findings revealed that there is a positive and significant correlation between intrinsic job-related motivators and hotel employees’ work engagement. It was also demonstrated that work engagement significantly and positively correlates with both the prescribed-role and extra-role customer service provided by employees. Originality/value This study adds to the growing body of research on employees’ work motivation, particularly focusing on the intrinsic dimension that it has still not received enough empirical attention in the literature of both hotel management and marketing.