Satisfaction of hotel professionals study of the relationships with personal and organizational variables

Borralha, Sérgio Jorge Pereira da

http://hdl.handle.net/10400.1/10777

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Authors

Borralha, Sérgio Jorge Pereira da

Advisor(s)

Jesus, Saul

Valle, Patrícia Oom do

Abstract(s)

Tourism on a global scale has become one of the main drivers of the economy and of economic activities. It is one of the sectors that has the highest growth rates globally (BPI, 2016). In this context, hospitality is one of the main tourism products and probably one of the largest industries in the world. Therefore, the understanding of the factors that directly or indirectly cause the employee to be satisfied may have implications for the entire process of service delivery, return of the tourist (loyalty), as well as on the sustainable and healthy growth of the hotel units. Based on this information, and in the existence of a large number of published studies with several variables in the scope of the organizations in general, we carried out four studies with very specific sequential objectives. The first two studies carried out were a systematic review of the literature and had the specific purpose of making an evaluation of what has been published in terms of tourism variables and satisfaction with work itself. These were followed by two other empirical studies, with the specific aim of creating practical and functional models that would be of value to hotel managers and directors, as well as to human resources departments. We intended to create two models that could be implemented in the hotel work environment and that would substantially improve workers' satisfaction and productivity, translating into a win-win strategy for both managers and hotel employees. In general the results of the studies show the importance of studying the variable satisfaction with work within Algarve hotel workers and also create two empirical models that can be used by directors and managers of hotel units and human resources departments, with the objective to increase workers´ satisfaction, motivation, and engagement. Subsequently, the implications of the results are discussed.