Determinants of employee performance in tourism industry – mediating role of engagement and meaningfulness
by Anh Chi Phan; Anh Thi Tu Le; Ha Thu Nguyen; Hoang Nguyen
International Journal of Productivity and Quality Management (IJPQM), Vol. 38, No. 2, 2023

Abstract: In the tourism industry, employees are a significant contributor to providing classy service quality, an unforgettable experience for customers, and determining the organisation's success. To find the best way to make the most of this invaluable resource, we examined organisational factors that significantly impacts performance by proposing an integrated research model, taking into account the mediating role of individual factors. Data collected from 822 employees of 65 middle and high-end hotels in one of the most popular tourist destinations in Vietnam was analysed through PLS-SEM. The results show that job characteristics and internal relationships make the employees more engaged, realise meaning in their work, and thereby, improve their working results. By emphasising the bridging role of individual factors, this study provides interesting managerial implications and contributes to the literature by suggesting a different perspective on the topic of improving performance and productivity in the tourism industry.

Online publication date: Fri, 17-Mar-2023

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