Promoting hotel employees’ work engagement and its service outcomes: The critical role of intrinsic motivation

Grobelna Aleksandra () and Wyszkowska-Wróbel Ewa ()
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Grobelna Aleksandra: Faculty of Management and Quality Science, Gdynia Maritime University, Gdynia, Poland
Wyszkowska-Wróbel Ewa: Faculty of Management and Quality Science, Gdynia Maritime University, Gdynia, Poland

International Journal of Management and Economics, 2023, vol. 59, issue 3, 264-274

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.

Keywords: hotel customer service; intrinsic motivation; work engagement (search for similar items in EconPapers)
JEL-codes: J24 J81 M12 M52 M54 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:ijomae:v:59:y:2023:i:3:p:264-274:n:2

DOI: 10.2478/ijme-2023-0011

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