Affiliation:
1. Faculty of Management and Quality Science, Gdynia Maritime University , Gdynia , Poland
Abstract
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.
Reference51 articles.
1. Arustei, C.C. (2013), Employees’ organizational commitment challenges-a hotel industry perspective, Management Dynamics in the Knowledge Economy, Vol. 1, No. 3, pp. 497–519.
2. Babakus, E., Yavas, U., Karatepe, O.M. (2008), The effects of job demands, job resources and intrinsic motivation on emotional exhaustion and turnover intentions: a study in the Turkish hotel industry, International Journal of Hospitality and Tourism Administration, Vol. 9, pp. 384–404.
3. Bettencourt, L.A., Brown, S.W. (1997), Contact employees: relationships among workplace fairness, job satisfaction and prosocial service behaviors, Journal of Retailing, Vol. 73, No. 1, pp. 39–61.
4. Chang, J.-H., Teng, C.-C. (2017), Intrinsic or extrinsic motivations for hospitality employees’ creativity: the moderating role of organization-level regulatory focus, International Journal of Hospitality Management, Vol. 60, pp. 133–141.
5. Chen, C.-Y., Yen, C.-H., Tsai, F.C. (2014), Job crafting and job engagement: the mediating role of person-job fit, International Journal of Hospitality Management, Vol. 37, pp. 21–28.