{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,22]],"date-time":"2026-01-22T17:14:44Z","timestamp":1769102084906,"version":"3.49.0"},"reference-count":83,"publisher":"Emerald","issue":"4","license":[{"start":{"date-parts":[[2017,11,20]],"date-time":"2017-11-20T00:00:00Z","timestamp":1511136000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["TR"],"published-print":{"date-parts":[[2017,11,20]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>Hostels\u2019 competitiveness relies heavily on unique and genuine service and, thus, counts on employees actively creating a social, welcoming environment and, at the same time, caring about \u2013 and being loyal to \u2013 their hostel. This paper aims to investigate whether retaining employees who care about their hostel and refrain from destructive behaviours implies that these workers need to have a better quality of working life, as well as whether work engagement mediates this relationship.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>A survey was conducted with 98 employees from 40 hostels in Lisbon. An analysis of the survey data was performed to test the research hypotheses. The model was estimated by means of partial least squares structural equation modelling.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The results reveal that quality of working life has a strong negative impact on employees\u2019 exit behaviours and a positive effect on their loyalty. In addition, work engagement was found to mediate fully the relationship between quality of working life and both employee voice and neglect, as well as partially mediating exit intentions.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study extended prior research in two ways. First, most theoretical and empirical studies in the hospitality and tourism industry have focused on hotels, so this research targeted a new context (i.e. hostels). Second, this study offers a clear indication of the relationship between employees\u2019 quality of working life, work engagement and behaviours, thus offering valuable insights for management and hostel staff.<\/jats:p><\/jats:sec>","DOI":"10.1108\/tr-03-2017-0050","type":"journal-article","created":{"date-parts":[[2017,10,16]],"date-time":"2017-10-16T07:11:11Z","timestamp":1508137871000},"page":"411-428","source":"Crossref","is-referenced-by-count":14,"title":["Quality of working life and engagement in hostels"],"prefix":"10.1108","volume":"72","author":[{"given":"Tiia Annika","family":"Wahlberg","sequence":"first","affiliation":[]},{"given":"Nelson","family":"Ramalho","sequence":"additional","affiliation":[]},{"given":"Ana","family":"Brochado","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"2","key":"key2020120422150836800_ref001","doi-asserted-by":"crossref","first-page":"203","DOI":"10.1080\/02642060500369354","article-title":"Determinants of ethnic minority entrepreneurial growth in the catering sector","volume":"26","year":"2006","journal-title":"The Service Industries Journal"},{"issue":"3","key":"key2020120422150836800_ref002","doi-asserted-by":"crossref","first-page":"209","DOI":"10.1108\/13620430810870476","article-title":"Towards a model of work engagement","volume":"13","year":"2008","journal-title":"Career Development International"},{"issue":"3","key":"key2020120422150836800_ref003","doi-asserted-by":"crossref","first-page":"187","DOI":"10.1080\/02678370802393649","article-title":"Work engagement: an emerging concept in occupational health psychology","volume":"22","year":"2008","journal-title":"Work and Stress"},{"issue":"4","key":"key2020120422150836800_ref004","first-page":"49","article-title":"Looking inside for competitive advantage","volume":"9","year":"1995","journal-title":"Academy of Management Executive"},{"issue":"6","key":"key2020120422150836800_ref005","doi-asserted-by":"crossref","first-page":"1173","DOI":"10.1037\/0022-3514.51.6.1173","article-title":"The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations","volume":"51","year":"1986","journal-title":"Journal of Personality and Social Psychology"},{"issue":"5","key":"key2020120422150836800_ref006","doi-asserted-by":"crossref","first-page":"455","DOI":"10.1108\/01425450910979220","article-title":"Matching individuals and organizations: evidence from the Greek public sector","volume":"31","year":"2009","journal-title":"Employee Relations"},{"issue":"2","key":"key2020120422150836800_ref007","first-page":"203","article-title":"Understanding HRM-firm performance linkages: the role of the strength of the HRM system","volume":"29","year":"2004","journal-title":"Academy of Management Review"},{"issue":"1","key":"key2020120422150836800_ref008","doi-asserted-by":"crossref","first-page":"32","DOI":"10.1057\/palgrave.bm.2550108","article-title":"Corporate behaviour vs brand behaviour: towards an integrated view","volume":"15","year":"2007","journal-title":"Journal of Brand Management"},{"issue":"2","key":"key2020120422150836800_ref009","first-page":"92","article-title":"Towards a better understanding of backpackers\u2019 motivations","volume":"11","year":"2013","journal-title":"T\u00c9KHNE \u2013 Review of Applied Management Studies"},{"key":"key2020120422150836800_ref010","doi-asserted-by":"crossref","unstructured":"Brochado, A. and Rita, P. (2016), \u201cExploring heterogeneity among backpackers in hostels\u201d, Current Issues in Tourism, doi: http:\/\/dx.doi.org\/10.1080\/13683500.2016.1252728.","DOI":"10.1080\/13683500.2016.1252728"},{"issue":"8","key":"key2020120422150836800_ref011","doi-asserted-by":"crossref","first-page":"1839","DOI":"10.1108\/IJCHM-03-2014-0145","article-title":"Exploring backpackers\u2019 perceptions of the hostel service quality","volume":"27","year":"2015","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"6","key":"key2020120422150836800_ref012","doi-asserted-by":"crossref","first-page":"741","DOI":"10.1080\/02642060902749237","article-title":"Realising competitive advantage through HRM in New Zealand service industries","volume":"29","year":"2009","journal-title":"The Service Industries Journal"},{"issue":"1","key":"key2020120422150836800_ref013","doi-asserted-by":"crossref","first-page":"43","DOI":"10.1080\/15332840802274437","article-title":"Human resources management in small-and medium-sized hotels in Turkey","volume":"8","year":"2008","journal-title":"Journal of Human Resources in Hospitality & Tourism"},{"issue":"1","key":"key2020120422150836800_ref014","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1111\/j.1464-0597.1981.tb00980.x","article-title":"A sociological perspective on work involvement","volume":"30","year":"1981","journal-title":"International Review of Applied Psychology"},{"issue":"4","key":"key2020120422150836800_ref015","doi-asserted-by":"crossref","first-page":"551","DOI":"10.1080\/09585191003612059","article-title":"The impact of HRM practices on service quality, customer satisfaction and performance in the Indian hotel industry","volume":"21","year":"2010","journal-title":"The International Journal of Human Resources Management"},{"issue":"1","key":"key2020120422150836800_ref016","doi-asserted-by":"crossref","first-page":"78","DOI":"10.1108\/09596110610642000","article-title":"The competency model of hospitality service: why it doesn\u2019t deliver","volume":"18","year":"2006","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"6","key":"key2020120422150836800_ref017","doi-asserted-by":"crossref","first-page":"563","DOI":"10.1108\/02634500710819941","article-title":"An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels","volume":"25","year":"2007","journal-title":"Marketing Intelligence and Planning"},{"issue":"2","key":"key2020120422150836800_ref018","doi-asserted-by":"crossref","first-page":"116","DOI":"10.1057\/thr.2008.11","article-title":"The impact of work-related goals on hospitality industry employee variables","volume":"8","year":"2008","journal-title":"Tourism and Hospitality Research"},{"issue":"4","key":"key2020120422150836800_ref019","doi-asserted-by":"crossref","first-page":"463","DOI":"10.1108\/09596111111129986","article-title":"Hospitality quality: new directions and new challenges","volume":"23","year":"2011","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"2","key":"key2020120422150836800_ref020","doi-asserted-by":"crossref","first-page":"223","DOI":"10.1111\/j.1471-6402.1989.tb00998.x","article-title":"Job characteristics and well being at midlife: ethnic and gender comparisons","volume":"13","year":"1989","journal-title":"Psychology of Women Quarterly"},{"issue":"2","key":"key2020120422150836800_ref021","doi-asserted-by":"crossref","first-page":"290","DOI":"10.1016\/j.ijhm.2010.10.002","article-title":"The hospitality culture scale: a measure organizational culture and personal attributes","volume":"30","year":"2011","journal-title":"International Journal of Hospitality Management"},{"issue":"1","key":"key2020120422150836800_ref022","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1007\/BF00286389","article-title":"The effects of quality of working life (QWL) on employee behavioral responses","volume":"22","year":"1990","journal-title":"Social Indicators Research"},{"issue":"1","key":"key2020120422150836800_ref023","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1007\/BF01013685","article-title":"The effects of personal alienation on organizational identification: a quality-of-work life model","volume":"6","year":"1991","journal-title":"Journal of Business and Psychology"},{"key":"key2020120422150836800_B25b","first-page":"596","article-title":"Exit, voice, loyalty and neglect as responses to job dissatisfaction: a multidimensional scaling study","volume":"26","year":"1983","journal-title":"Academy of Management Journal"},{"issue":"3","key":"key2020120422150836800_ref025","doi-asserted-by":"crossref","first-page":"321","DOI":"10.1108\/09596111011035936","article-title":"Employee satisfaction in the Iberian hotel industry: the case of Andalusia (Spain) and the Algarve (Portugal)","volume":"22","year":"2010","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"2","key":"key2020120422150836800_ref026","doi-asserted-by":"crossref","first-page":"200","DOI":"10.1016\/0001-8791(87)90057-1","article-title":"Work experiences, job performances, and feelings of personal and family well being","volume":"31","year":"1987","journal-title":"Journal of Vocational Behavior"},{"issue":"4","key":"key2020120422150836800_ref027","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1108\/EUM0000000004784","article-title":"A service quality model and its marketing implications","volume":"18","year":"1984","journal-title":"European Journal of Marketing"},{"issue":"2","key":"key2020120422150836800_ref028","doi-asserted-by":"crossref","first-page":"149","DOI":"10.1177\/0018726716654746","article-title":"The case for reinvigorating quality of working life research","volume":"70","year":"2017","journal-title":"Human Relations"},{"issue":"3","key":"key2020120422150836800_ref029","doi-asserted-by":"crossref","first-page":"263","DOI":"10.1080\/095851997341630","article-title":"Human resource management and performance: a review and research agenda","volume":"8","year":"1997","journal-title":"The International Journal of Human Resource Management"},{"issue":"3","key":"key2020120422150836800_ref030","doi-asserted-by":"crossref","first-page":"414","DOI":"10.1007\/s11747-011-0261-6","article-title":"An assessment of the use of partial least squares structural equation modeling in marketing research","volume":"40","year":"2012","journal-title":"Journal of the Academy of Marketing Science"},{"key":"key2020120422150836800_ref031","volume-title":"A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM)","year":"2016","edition":"2nd ed."},{"issue":"1","key":"key2020120422150836800_ref032","doi-asserted-by":"crossref","first-page":"43","DOI":"10.1016\/S0010-8804(03)90045-0","article-title":"Guest perceptions of hotel quality","volume":"44","year":"2003","journal-title":"Cornell Hotel and Restaurant Administration Quarterly"},{"issue":"1","key":"key2020120422150836800_ref033","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1108\/09596110610641993","article-title":"Backpacking and hostel picking: an analysis from Canada","volume":"18","year":"2006","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"3","key":"key2020120422150836800_ref035","doi-asserted-by":"crossref","first-page":"58","DOI":"10.1509\/jmkg.70.3.058","article-title":"Are all smiles created equal? How emotional contagion and emotional labour affect service relationships","volume":"70","year":"2006","journal-title":"Journal of Marketing"},{"issue":"2","key":"key2020120422150836800_ref036","first-page":"164","article-title":"Putting the service profit chain to work","volume":"72","year":"1994","journal-title":"Harvard Business Review"},{"key":"key2020120422150836800_B25a","article-title":"Exit, voice, and loyalty","volume-title":"Responses to Decline in Firms, Organizations, and States","year":"1970"},{"issue":"6","key":"key2020120422150836800_ref037","doi-asserted-by":"crossref","first-page":"312","DOI":"10.1108\/09596110310488140","article-title":"Seasonality in tourism employment: human resources challenges","volume":"15","year":"2003","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"4","key":"key2020120422150836800_ref038","doi-asserted-by":"crossref","first-page":"248","DOI":"10.1177\/1467358411418898","article-title":"Core self-evaluations, exhaustion, and job outcomes: a study of frontline hotel employees in Iran","volume":"11","year":"2011","journal-title":"Tourism and Hospitality Research"},{"key":"key2020120422150836800_ref039","doi-asserted-by":"crossref","first-page":"132","DOI":"10.1016\/j.ijhm.2012.05.003","article-title":"High-performance work practices and hotel employee performance: the mediation of work engagement","volume":"32","year":"2013","journal-title":"International Journal of Hospitality Management"},{"issue":"1","key":"key2020120422150836800_ref040","doi-asserted-by":"crossref","first-page":"82","DOI":"10.1108\/09596111311290237","article-title":"Perceptions of organizational politics and hotel employee outcomes: the mediating role of work engagement","volume":"25","year":"2013","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"2","key":"key2020120422150836800_ref041","doi-asserted-by":"crossref","first-page":"307","DOI":"10.1108\/IJCHM-01-2013-0008","article-title":"Linking core self-evaluations and work engagement to work-family facilitation: a study in the hotel industry","volume":"26","year":"2014","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"6","key":"key2020120422150836800_ref042","doi-asserted-by":"crossref","first-page":"1254","DOI":"10.1108\/IJCHM-01-2014-0028","article-title":"Do psychological capital and work engagement foster frontline employees\u2019 satisfaction?","volume":"27","year":"2015","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"4","key":"key2020120422150836800_ref043","doi-asserted-by":"crossref","first-page":"504","DOI":"10.1016\/j.ijhm.2009.02.003","article-title":"The effects of job and personal resources on hotel employees\u2019 work engagement","volume":"28","year":"2009","journal-title":"International Journal of Hospitality Management"},{"key":"key2020120422150836800_ref044","first-page":"12","article-title":"Quality of work life","volume-title":"Quality of Life: Perspectives and Issues","year":"1990"},{"issue":"1","key":"key2020120422150836800_ref045","doi-asserted-by":"crossref","first-page":"96","DOI":"10.1016\/j.ijhm.2008.06.001","article-title":"Burnout and engagement: a comparative analysis using the Big Five personality dimensions","volume":"28","year":"2009","journal-title":"International Journal of Hospitality Management"},{"issue":"2","key":"key2020120422150836800_ref046","doi-asserted-by":"crossref","first-page":"171","DOI":"10.1177\/1938965510362871","article-title":"The human dimension a review of human resources management issues in the tourism and hospitality industry","volume":"51","year":"2010","journal-title":"Cornell Hospitality Quarterly"},{"issue":"4","key":"key2020120422150836800_ref047","doi-asserted-by":"crossref","first-page":"699","DOI":"10.5465\/amr.1994.9412190216","article-title":"Human resource systems and sustained competitive advantage: a competence based perspective","volume":"19","year":"1994","journal-title":"Academy of Management Review"},{"issue":"5","key":"key2020120422150836800_ref048","doi-asserted-by":"crossref","first-page":"768","DOI":"10.1108\/IJCHM-11-2013-0530","article-title":"Quality of work life and job satisfaction among frontline hotel employees","volume":"27","year":"2015","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"6","key":"key2020120422150836800_ref049","doi-asserted-by":"crossref","first-page":"890","DOI":"10.1016\/j.tourman.2008.12.003","article-title":"Hertzberg\u2019s two-factor theory of work motivation tested empirically on seasonal workers in hospitality and tourism","volume":"30","year":"2009","journal-title":"Tourism Management"},{"issue":"1","key":"key2020120422150836800_ref050","first-page":"50","article-title":"Exploring social interactions of backpackers","volume":"28","year":"2000","journal-title":"Annals of Tourism Research"},{"issue":"2","key":"key2020120422150836800_ref051","doi-asserted-by":"crossref","first-page":"103","DOI":"10.1080\/13683500903511125","article-title":"Red Palm: exploring service quality and servicescape of the best backpacker hostel in Asia","volume":"14","year":"2011","journal-title":"Current Issues in Tourism"},{"issue":"3","key":"key2020120422150836800_ref052","doi-asserted-by":"crossref","first-page":"20","DOI":"10.1016\/0090-2616(83)90003-7","article-title":"Quality of work life: perceptions and direction","volume":"11","year":"1983","journal-title":"Organizational Dynamics"},{"issue":"2","key":"key2020120422150836800_ref053","doi-asserted-by":"crossref","first-page":"195","DOI":"10.1108\/09604520510585370","article-title":"The importance of attitude and appearance in the service encounter and hospitality","volume":"15","year":"2005","journal-title":"Managing Service Quality"},{"issue":"4","key":"key2020120422150836800_ref054","doi-asserted-by":"crossref","first-page":"661","DOI":"10.1016\/j.tourman.2007.07.006","article-title":"Perceptions of organizational structure in the hospitality industry: consequences for commitment, job satisfaction and perceived performance","volume":"29","year":"2008","journal-title":"Tourism Management"},{"issue":"4","key":"key2020120422150836800_ref055","doi-asserted-by":"crossref","first-page":"998","DOI":"10.1016\/j.annals.2006.04.002","article-title":"From drifter to gap year tourist: mainstream backpacker travel","volume":"33","year":"2006","journal-title":"Annals of Tourism Research"},{"key":"key2020120422150836800_ref057","doi-asserted-by":"crossref","first-page":"9","DOI":"10.1016\/j.ijhm.2015.07.001","article-title":"Why is hospitality employees\u2019 psychological capital important? The effects of psychological capital on work engagement and employee morale","volume":"50","year":"2015","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"key2020120422150836800_ref058","doi-asserted-by":"crossref","first-page":"339","DOI":"10.1177\/0047287507308318","article-title":"Visualizing tourism trends: a combination of ATLAS Ti and BiPlot","volume":"46","year":"2008","journal-title":"Journal of Travel Research"},{"issue":"7","key":"key2020120422150836800_ref059","doi-asserted-by":"crossref","first-page":"593","DOI":"10.1108\/09596110610703020","article-title":"Understanding the workforce: the key to success in a youth hostel in Scotland","volume":"18","year":"2006","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"1","key":"key2020120422150836800_ref062","doi-asserted-by":"crossref","first-page":"56","DOI":"10.1080\/15332845.2016.1202061","article-title":"How do changes in human resource management practices influence employee engagement? A longitudinal study in a hotel chain in the Philippines","volume":"16","year":"2017","journal-title":"Journal of Human Resources in Hospitality & Tourism"},{"issue":"2","key":"key2020120422150836800_ref063","first-page":"41","article-title":"An enquiry into the mediatory role of employee engagement: evidence from the hotel industry in Jordan","volume":"5","year":"2011","journal-title":"Far East Journal of Psychology and Business"},{"issue":"3","key":"key2020120422150836800_ref064","doi-asserted-by":"crossref","first-page":"617","DOI":"10.5465\/amj.2010.51468988","article-title":"Job engagement: antecedents and effects on job performance","volume":"53","year":"2010","journal-title":"Academy of Management Journal"},{"issue":"3","key":"key2020120422150836800_ref065","first-page":"599","article-title":"Impact of exchange variables on exit, voice, loyalty, and neglect: an integrative model of responses to declining job satisfaction","volume":"31","year":"1988","journal-title":"The Academy of Management Journal"},{"key":"key2020120422150836800_ref066","volume-title":"UWES \u2013 Utrecht Work Engagement Scale: Test Manual","year":"2003"},{"issue":"1","key":"key2020120422150836800_ref067","doi-asserted-by":"crossref","first-page":"71","DOI":"10.1023\/A:1015630930326","article-title":"The measurement of engagement and burnout: a two sample confirmatory factor analytic approach","volume":"3","year":"2002","journal-title":"Journal of Happiness Studies"},{"issue":"4","key":"key2020120422150836800_ref068","doi-asserted-by":"crossref","first-page":"701","DOI":"10.1177\/0013164405282471","article-title":"The measurement of work engagement with a short questionnaire: a cross-national study","volume":"66","year":"2006","journal-title":"Educational and Psychological Measurement"},{"issue":"1","key":"key2020120422150836800_ref069","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1016\/0001-8791(80)90037-8","article-title":"Life and job satisfaction: is the job central?","volume":"16","year":"1980","journal-title":"Journal of Vocational Behavior"},{"issue":"2","key":"key2020120422150836800_ref070","first-page":"139","article-title":"Performing backpacking: constructing \u2018authenticity\u2019 every step of the way","volume":"24","year":"2010","journal-title":"Text and Performance Quarterly"},{"issue":"8","key":"key2020120422150836800_ref071","doi-asserted-by":"crossref","first-page":"1705","DOI":"10.1080\/09585192.2011.580099","article-title":"Human resource management practices on exit, voice, loyalty, and neglect: organizational commitment as a mediator","volume":"23","year":"2012","journal-title":"The International Journal of Human Resource Management"},{"issue":"3","key":"key2020120422150836800_ref072","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1300\/J162v07n03_01","article-title":"A model of customer satisfaction and retention for hotels","volume":"7","year":"2006","journal-title":"Journal of Quality Assurance in Hospitality and Tourism"},{"issue":"3","key":"key2020120422150836800_ref073","doi-asserted-by":"crossref","first-page":"241","DOI":"10.1023\/A:1010986923468","article-title":"A new measure of quality of work life (QWL) based on need satisfaction and spillover theories","volume":"55","year":"2001","journal-title":"Social Indicators Research"},{"issue":"3","key":"key2020120422150836800_ref075","doi-asserted-by":"crossref","first-page":"488","DOI":"10.2307\/256220","article-title":"Employee voice and employee retention","volume":"29","year":"1986","journal-title":"Academy of Management Journal"},{"issue":"2","key":"key2020120422150836800_ref077","doi-asserted-by":"crossref","first-page":"251","DOI":"10.1348\/096317906X111024","article-title":"On the relations among work value orientations, psychological need satisfaction and job outcomes: a self-determination theory approach","volume":"80","year":"2007","journal-title":"Journal of Occupational and Organizational Psychology"},{"issue":"2","key":"key2020120422150836800_ref078","doi-asserted-by":"crossref","first-page":"214","DOI":"10.1177\/1094670510397177","article-title":"How leaders\u2019 motivation transfers to customer service representatives","volume":"14","year":"2011","journal-title":"Journal of Service Research"},{"issue":"6","key":"key2020120422150836800_ref080","doi-asserted-by":"crossref","first-page":"701","DOI":"10.1177\/014920630102700607","article-title":"Human resources and the resource-based view of the firm","volume":"27","year":"2001","journal-title":"Journal of Management"},{"key":"key2020120422150836800_ref081","doi-asserted-by":"crossref","first-page":"214","DOI":"10.1016\/j.annals.2013.02.002","article-title":"Tourism involvement, work engagement and job satisfaction among frontline hotel employees","volume":"42","year":"2013","journal-title":"Annals of Tourism Research"},{"issue":"1","key":"key2020120422150836800_ref082","doi-asserted-by":"crossref","first-page":"30","DOI":"10.1016\/S0090-2616(01)00039-0","article-title":"Lessons from hospitality that can serve anyone","volume":"30","year":"2001","journal-title":"Organizational Dynamics"},{"issue":"6","key":"key2020120422150836800_ref083","doi-asserted-by":"crossref","first-page":"747","DOI":"10.1080\/02642060701453221","article-title":"From service to experience: understanding and defining the hospitality business","volume":"27","year":"2007","journal-title":"The Service Industries Journal"},{"issue":"3","key":"key2020120422150836800_ref084","doi-asserted-by":"crossref","first-page":"263","DOI":"10.1177\/1096348009338675","article-title":"Defining the hospitality discipline: a discussion of pedagogical and research implications","volume":"33","year":"2009","journal-title":"Journal of Hospitality & Tourism Research"},{"issue":"1","key":"key2020120422150836800_ref085","doi-asserted-by":"crossref","first-page":"7","DOI":"10.1080\/10686967.2010.11918258","article-title":"QFD application in hospitality industry \u2013 a hotel case study","volume":"17","year":"2010","journal-title":"Quality Management Journal"},{"issue":"2","key":"key2020120422150836800_ref086","doi-asserted-by":"crossref","first-page":"96","DOI":"10.2307\/41165935","article-title":"Seven practices of successful organizations","volume":"40","year":"1998","journal-title":"California Management Review"},{"issue":"1","key":"key2020120422150836800_ref087","doi-asserted-by":"crossref","first-page":"19","DOI":"10.3794\/johlste.11.7","article-title":"Finding the hospitality industry","volume":"1","year":"2002","journal-title":"Journal of Hospitality, Leisure, Sport and Tourism Education"},{"issue":"6","key":"key2020120422150836800_ref088","doi-asserted-by":"crossref","first-page":"585","DOI":"10.1108\/02656710810881890","article-title":"Which management practices are contributory to service quality?","volume":"25","year":"2008","journal-title":"International Journal of Quality & Reliability Management"},{"issue":"2","key":"key2020120422150836800_ref089","doi-asserted-by":"crossref","first-page":"136","DOI":"10.1108\/09604529910257920","article-title":"Analysing service quality in the hospitality industry","volume":"9","year":"1999","journal-title":"Managing Service Quality"}],"container-title":["Tourism Review"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/TR-03-2017-0050\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/TR-03-2017-0050\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:24:26Z","timestamp":1753392266000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/tr\/article\/72\/4\/411-428\/381370"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2017,11,20]]},"references-count":83,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2017,11,20]]}},"alternative-id":["10.1108\/TR-03-2017-0050"],"URL":"https:\/\/doi.org\/10.1108\/tr-03-2017-0050","relation":{},"ISSN":["1660-5373"],"issn-type":[{"value":"1660-5373","type":"print"}],"subject":[],"published":{"date-parts":[[2017,11,20]]}}}