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.

摘要

缺乏评估酒店业组织因素的研究，这些因素对共同创造服务中的员工敬业度 (EE) 有影响。使用定性研究设计，我们在三家豪华酒店中检查了这些因素。这些数据是从六个焦点小组访谈中收集的，调查结果表明，酒店服务共同创造中的 EE 受到关键组织因素的影响，例如灵活性、授权、品牌标准、服务系统等。这些因素被分类以得出一个框架，该框架为组织因素的概念化以及它们如何影响 EE 在价值的共同创造中提供了基础。