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Exploring Organizational Commitment of Employees Working at Hotel Front Desks: A Phenomenological Discovery
Abstract
This study focuses on the various dimensions of organizational commitment for employees working at a hotel front desk. The study also explores how those various dimensions can be leveraged in a positive and engaging way to enhance organizational commitment and job satisfaction while reducing employee burnout and voluntary separation. Following a literature review in this area, multiple interviews were conducted with hotel front desk employees who maintained diversity in tenure, role, and type of hotel where they were working. As a result of these interviews, it was determined that there was a duality of interests that manifested in terms of employees' organizational commitment. Intrinsic motivations appeared with younger employees who were thinking of a longer career pathway for themselves. Extrinsic motivations, such as enjoying a hotel brand's travel-related benefits, were more apparent with older employees. Additional areas of future research are identified based on the results from this qualitative study.
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