Employee Engagement

Barcelona hotel employees and their conception of fair work. An exploratory study

“…This is evidenced by different answers, such as "a hotel where clients and workers are respected and have their rights"; "a hotel where all departments are important"; "a business that is based on diversity and respects gender, sexual orientation, ethnic characteristics" and "a hotel that unites workers and clients and contributes to and cares about society." In other words, a hotel that ensures its employees' professional and emotional satisfaction (Crespi-Vallbona and Mascarilla-Mir o, 2018;Louzao and Crespi-Vallbona, 2022), promotes legal and social justice and has shared values and ethical capital (Cloke and Goldsmith, 2001;Boria-Reverter et al, 2013). To conclude, it is a job that allows achieving the professional aspirations of people in their working lives, as well as stable emotional well-being.…”

“…The respondents consider fair work to be diverse and inclusive and to guarantee equal opportunities, dignified salaries, flexible timetables, etc. This is evidenced by different answers, such as “a hotel where clients and workers are respected and have their rights”; “a hotel where all departments are important”; “a business that is based on diversity and respects gender, sexual orientation, ethnic characteristics” and “a hotel that unites workers and clients and contributes to and cares about society.” In other words, a hotel that ensures its employees’ professional and emotional satisfaction (Crespi-Vallbona and Mascarilla-Miró, 2018; Louzao and Crespi-Vallbona, 2022), promotes legal and social justice and has shared values and ethical capital (Cloke and Goldsmith, 2001; Boria-Reverter et al. , 2013).…”

“…It is evident that if employees are motivated, they provide a better service and are more empathetic, which generates high satisfaction among external customers, as highlighted by the answer, “Very positively. As a guest, to see that the employees are valued and well-considered … It is everything one could wish for, to stay in a hotel where there are values.”​​ Human capital should be viewed as a strategic concern of hotel organizations since they offer a service given by and for people and the role of its employees is important for the company’s competitiveness (Kusluvan et al ., 2010; Louzao and Crespi-Vallbona, 2022). The respondents also indicate that the certification would represent benefits for corporate image and business reputation as reflected by the answer, “improvement of the brand/company’s reputation.” Hence, these companies should perform as a network in their quest for a sustainable business model (Lüdeke-Freund, 2010; Short et al ., 2012).…”

“…It is everything one could wish for, to stay in a hotel where there are values." Human capital should be viewed as a strategic concern of hotel organizations since they offer a service given by and for people and the role of its employees is important for the company's competitiveness (Kusluvan et al, 2010;Louzao and Crespi-Vallbona, 2022). The respondents also indicate that the certification would represent benefits for corporate image and business reputation as reflected by the answer, "improvement of the brand/ Barcelona hotel employees' fair work company's reputation."…”

“…In this sense, employee engagement was defined as the psychological experiences and conditions that shape the way individuals employ and express themselves physically, emotionally and cognitively during role performance (Kahn, 1990). Indeed, the employees' emotional commitment to their organization is a key driver of greater empathy with customers in their daily performance (Louzao and Crespi-Vallbona, 2022). Thus, managers of tourism organizations and especially hotels, seek employees who can perform well while providing a high level of quality of service (Crawford and Hubbard, 2018).…”