<abstract xmlns="http://www.w3.org/1999/xhtml">

<sec>
<h3>Purpose</h3>
<p>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.</p>
</sec>
<sec>
<h3>Design/methodology/approach</h3>
<p>The literature review and empirical research based on a survey method were employed.</p>
</sec>
<sec>
<h3>Findings</h3>
<p>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.</p>
</sec>
<sec>
<h3>Originality/value</h3>
<p>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.</p>
</sec>
</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.

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

International Journal of Management and Economics

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Purpose
The purpose of this article is to investigate the relationship between intrinsic job-related motivators and hotel employees’ work engagement and to...

Characteristics	IM	W_E	PR_R SERVICE	EX_R SERVICE
Mean	4.39	3.85	4.37	4.00
St. Dev.	0.66	0.56	0.51	0.76

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

Article Category: Empirical Paper

Publicado en línea: 30 sept 2023

Páginas: 264 - 274

Recibido: 23 oct 2022

Aceptado: 28 feb 2023

DOI: https://doi.org/10.2478/ijme-2023-0011

Palabras clave
hotel customer service, intrinsic motivation, work engagement

© 2023 Aleksandra Grobelna et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Figure 1.

Figure 2.

Figure 3.

Mean values and standard deviations

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

Article Category: Empirical Paper

Publicado en línea: 30 sept 2023

Páginas: 264 - 274

Recibido: 23 oct 2022

Aceptado: 28 feb 2023

DOI: https://doi.org/10.2478/ijme-2023-0011

Palabras clavehotel customer service, intrinsic motivation, work engagement

© 2023 Aleksandra Grobelna et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Figure 1.

Figure 2.

Figure 3.

Mean values and standard deviations

Palabras clave
hotel customer service, intrinsic motivation, work engagement