ホスピタリティ企業のワークエンゲイジメントに関する事例研究

― 老舗旅館の事例をもとに JD-R モデルの枠組みでの分析 ―

抄録

The purpose of this study is to research the relevance between work engagement of front-line employees in hospitality industry and work-related other factors from case examples of approaches by a Japanese-style hotel and to make use of it for human resource management of hospitality businesses such as accommodation/food service industries. For this purpose, in this study, the possibility of work engagement getting involved in behavior changes of employees by "approaches to enhance job satisfaction" is examined in an exploratory manner from case examples of a Japanese-style hotel. The results of the case analysis are as follows. It is suggested that the improvement of organizational culture has revitalized the workplace, motivated employees, started to actively engage in organizational reform, and led to a decrease in turnover rate and improvement in profitability. Considering the use of effective management boosted work engagement as a driver and as a result, led to active participation in the organization and good service, I showed the relationship in the form of hypothetic model. The findings of this study can be utilized as a priority issue for the human resources strategy and hospitality business of front-line employees, and can contribute to effective management practice.