Employee satisfaction during the pandemic in the tourism and hospitality industries

Stamolampros, Panagiotis and Dousios, Dimitrios (2023) Employee satisfaction during the pandemic in the tourism and hospitality industries. Current Issues in Tourism. ISSN 1368-3500

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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.

Item Type: Article
Uncontrolled Keywords: company culture,covid-19,employee satisfaction,high contact services,topic modelling analysis,work-life balance,geography, planning and development,tourism, leisure and hospitality management ,/dk/atira/pure/subjectarea/asjc/3300/3305
Faculty \ School: Faculty of Social Sciences > Norwich Business School
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Depositing User: LivePure Connector
Date Deposited: 22 May 2024 09:31
Last Modified: 22 May 2024 09:31
URI: https://ueaeprints.uea.ac.uk/id/eprint/95279
DOI: 10.1080/13683500.2023.2268798


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