Stamolampros, P. orcid.org/0000-0001-8143-7244 and Dousios, D. (2024) Employee satisfaction during the pandemic in the tourism and hospitality industries. Current Issues in Tourism, 27 (22). pp. 3643-3657. ISSN 1368-3500
Abstract
How has the COVID-19 pandemic affected employee satisfaction in Tourism and Hospitality industries? This paper uses a topic modelling approach to explore the pandemic effects utilizing a large sample (N = 733,746) of employee-generated online reviews. Comparing online employee feedback during the pandemic to the pre-pandemic period, the study indicates a shift in topics discussed, suggesting changes in employee satisfaction drivers. During the pandemic, there was a noticeable increase in positive discussions regarding work stress, customer behaviour, and managerial practices. Work-life balance and management behaviour were found to be more closely linked to increased dissatisfaction, whereas employee treatment, working environment, and company culture were associated with higher satisfaction levels. The present study contributes to the understanding of employee satisfaction in tourism and hospitality services as the first to measure the impact of COVID-19 by harnessing the power of online employee user-generated content providing practical implications for theory and employee practice.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2023 The Author(s). This is an open access article under the terms of the Creative Commons Attribution License (CC-BY 4.0), which permits unrestricted use, distribution and reproduction in any medium, provided the original work is properly cited. |
Keywords: | Employee satisfaction, high contact services, topic modelling analysis, COVID-19, work-life balance, company culture |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Management Division (LUBS) (Leeds) > Management Division Decision Research (LUBS) |
Depositing User: | Symplectic Publications |
Date Deposited: | 06 Oct 2023 08:25 |
Last Modified: | 10 Dec 2024 09:55 |
Status: | Published |
Publisher: | Taylor & Francis |
Identification Number: | 10.1080/13683500.2023.2268798 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:203976 |
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