Individual, job, and organizational dimensions of work engagement: evidence from the tourism industry

PurposeThis qualitative study investigates how employees and managers perceive work engagement and the role of intangible factors (e.g. task variety, support, and clarity) involved in the motivational process of engagement.Design/methodology/approachA sample of employees working in four organizations in the tourism industry were interviewed. Inductive thematic analysis was used to analyze the results.FindingsThe results reveal that several intangible and contextual factors (e.g. challenging and varied tasks, good relationships at work, and inspiring leaders) are more relevant to work engagement than extrinsic motivators. Engaged individuals are positive, show a personal attachment to their work roles and colleagues, and have a cognitive aspect derived from their effort.Originality/valueAn integrated model of work engagement–disengagement underpinned by factors at the individual, job, and organizational level is suggested as a synthesis of the main research results and can serve as a solid foundation for creating better future workplaces. This study contributes to the understanding of employee behaviors and organizations at work by discussing and empirically exploring the role of work engagement as a driver of differentiation among companies in the tourism industry in Galicia (Spanish region).