Journal
JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT
Volume 48, Issue -, Pages 88-98Publisher
ELSEVIER
DOI: 10.1016/j.jhtm.2021.05.015
Keywords
Employee engagement; Value co-creation; Internal branding; Social media; Service climate
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This study explores the factors driving employee engagement in hotel brand value co-creation in boutique hotels in Vietnam, finding that organizational tenure, internal brand communication, and external social media brand communication facilitate employees' perceived service climate, leading to engagement in brand value co-creation. The study has implications for employee management in boutique hotels.
Although employee engagement is essential to hotel performance, few studies have identified context-specific manifestations of employee engagement in the boutique hotel business. Drawing on the service-dominant logic and dual processing theory, this study investigated the experiential and rational factors driving employee engagement in hotel brand value co-creation. Data collected from 570 employees working in boutique hotels in Vietnam showed that under the influence of organizational tenure, internal brand communication and external social media brand communication facilitate the employee perceived service climate, which, in turn, triggers employee engagement in brand value co-creation. The study provides beneficial implications for employee management in boutique hotels.
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