أثر مشاركة الموظفين في خلق تجربة لا تنسي للضيوف في صناعة الفنادق: الدور المعدل للدعم التنظيمي

نوع المستند : Original Article

المؤلفون

1 قسم إدارة الفنادق - كلية السياحة والفنادق - جامعة مدينة السادات.

2 قسم إدارة الفنادق - كلية السياحة والفنادق - جامعة مدينة السادات

المستخلص

The purpose of this study was to look into how Employee Engagement (EE) in hotels affects the calibre of the experience that visitors have. Furthermore, the study aimed to empirically investigate the possible mediation role of Organizational Support (OS) on the hotels in Sharm el-Sheikh between Employee Engagement and Guest Experience. In order to ascertain the perspectives of the staff who were selected to take part in the research about the elements of the study (EE, OS, and GE). A web-based survey was created and distributed to employees at four- and five-star hotels in Sharm el-Sheikh, Egypt, in order to accomplish these goals. There were 57 hotels in Sharm el-Sheikh overall. There were only 480 forms that may be used for statistical analysis. The study hypotheses were tested using maximum likelihood estimation in a structural equation modelling (SEM) approach. The results of this study demonstrated that hotel employee engagement significantly improves the guest experience both directly and indirectly (via organizational support). Additionally, the study showed that organizational support had a significant, partial mediation effect on the relationship between hotel employee engagement and guest experience. Additionally, the study confirmed that improving the guest experience is greatly aided by organizational support. Based on the data that was considered, several recommendations were created to enhance employee engagement in Egyptian hotels.

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الموضوعات الرئيسية

Journal of Association of Arab Universities for Tourism and Hospitality
المجلد 28، العدد 1
يونيو 2025
الصفحة 194-214

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