The role of organizational factors on employee engagement and hospitality service co-creation

Abstract

There is a dearth of research assessing organizational factors in hospitality that have an effect on employee engagement (EE) in the co-creation of services. Using qualitative research design we examined these factors in three luxury hotels. The data were collected from six focus group interviews and the findings reveal that EE in hospitality service co-creation is influenced by key organizational factors, such as flexibility, empowerment, brand standards, service systems, among others. These factors were categorized to derive a framework that provides a foundation for the conceptualization of organizational factors and how they influence EE in the co-creation of value. 目前的价值共创硏究领域，缺少有关组织因素对酒店员工在共创价值中的敬业度研究。本研究采用定性法，对上述组织方面的影响因素在三家豪华酒店进行了调研。本文从六组焦点群体访谈中收集数据并进行分析。结果表明组织方面的影响因素主要包括灵活度，赋权，品牌标准，服务系统等。本研究在对这些因素进行分类的基础上构建了一个研究框架，该框架有利于对组织因素概念化的形成，并且有助于埋解这些因素是如何影响员工在价值共创服务中的敬业度。