Internal and External Communication between Employees of Different Generations: Emerging Problems in Lithuanian, Latvian, and Swedish Tourism Organizations

Abstract

The paper aims to analyze internal and external communication between employees of different generations and emerging problems in Lithuanian, Latvian, and Swedish tourism organizations. The secondary data has been obtained from scientific literature and the primary data from 12 semi-structured interviews conducted in tourism enterprises of the three countries. The survey sampling method used – criterion sampling. The data were analyzed using qualitative content analysis, applying a conventional approach to content analysis using an inductive coding process. The results show both internal and external communication problems of different generations of employees in tourism organizations in Lithuania, Latvia, and Sweden. The qualitative research confirms the cognition in the scientific literature that communication problems are particularly evident between the younger (Generation Z and Generation Y) and older generations (Baby Boomer Generation and Generation X). Based on the study's results, employees of different generations can communicate more effectively in tourism organizations and other organizations with intergenerational employee diversity. The research's added value comprises the matrix of the most effectively applied communication channels and tools recommended for intergenerational employees in a tourism organization, which may be used to improve intergenerational communication.