Review of Determinants of Employee Engagement in Service Industry
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บทคัดย่อ
As the emerging of human capital management, a concept of employee engagement has expanded increasingly among organizations, consulting firms and practitioners due to the positive related to both individual and organizational performance. Even though the employee engagement has become the attention-grabbing construct, there are a few researches about determinant of employee engagement. This paper scrutinized the determinant factors base on the repeatedly of indicative publication and also the significance of research results. As the result, there are nine determinants that predicted employee engagement in service industry separated into two main constructs; job resources and personal resources. The job resources consisted of six determinants based on analysis of motivation toward the employees’ perception. There are three determinants that have been reviewed particularly relevant to work-related aspects of personality, self-evaluation, and attitudes toward employee engagement
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References
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2. Bakker, Arnold B., &Demerouti, Evangelia. (2008). Towards a model of work engagement. In Career Development International. 13(3): 209-223.
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5. Harter, James K., Schmidt, Frank L., & Hayes, Theodore L. (2002). Business-Unit-Level Relationship Between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis. In Journal of Applied Psychology. 87(2): 268-279.
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7. Hakanen, J.J., & Roodt, G. (2010). Using the job demands-resources model to predict engagement: Analysing a conceptual model. In A.B. Bakker, & M.P. Leiter, (Eds.). In Work Engagement, A Handbook of Essential Theory and Research. Great Britain: Psychology Press. Pp.85−101.
8. Hewitt, Aon. (2011). Trends in Global Employee Engagement. (online). Available: www.aonhewitt.com. 2013.
9. Iverson, Roderick D., & Deery, Margaret. n.d. Turnover culture in the hospitality industry. In Human Resource Management Journal. 7(4): 71-82.
10. Kahn, William A. 1990. Psychological Conditions of Personal Engagement And Disengagement At Work. In Academy of Management Journal. 33(4): 692-724.
11. Kgomo, Frans L. 2010. Employee Engagement Model Facilitating Agent Retention in the Contact Centre Industry. Doctoral dissertation, Tshwane University of Technology.
12. Kular, Sandeep, Gatenby, Mark, Rees, Chris, Soane, Emma, & Truss, Katie (Eds.). 2008. Employee Engagement: A Literature Review. Surrey: Kingston University.
13. Lee, Junghoon. 2012. Antecedents and Consequences of Employee Engagement: Empirical study of hotel employees and managers. Doctoral dissertation, Kansas State University, Kansas.
14. Lockwood, Nancy R. 2007. Leveraging employee engagement for competitive advantage: HR strategic role. In HR Magazine. 52: 2-13.
15. Macey, William H., & Schneider, Benjamin. 2008. The Meaning of Employee Engagement. In Industrial and Organizational Psychology. 1: 3-30.
16. Ratanjee, Vibhas. 2005. Wake-Up Call for Thailand, Inc. Gallup Business Journal. (online). Available: http://businessjournal.gallup.com/content/16285/wakeup-call-thailand-inc.aspx. 2014.
17. Robertson-Smith, Gemma, & Markwick, Carl. 2009. Employee Engagement A review of current thinking. Brighton: Institute for Employment Studies.
18. Robinson, Dilys, Perryman, Sarah, & Hayday, Sue. 2004. The Drivers of Employee Engagement. Brighton: Institute for Employment Studies.
19. Saks, Alan M. (2006). Antecedents and consequences of employee engagement. In Journal of Managerial Psychology. 21(7): 600-619.
20. Schaufeli, Wilmar B., & Bakker, Arnold B. 2004. Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. In Journal of Organizational Behavior. 25: 293-315.
21. Schaufeli, Wilmar B., Martinez, Isabel M., Pinto, Alexandra Marques, Salanova, Marisa, & Arnold B, Bakker.2002. Burnout and Engagement in University Students A cross-National Study. In Journal of Cross-Cultiral Psychology. 33(5): 464-481.
22. Shuck, Brad, & Wollard, Karen. 2010. Employee Engagement and HRD: A Seminal Review of the Foundations. In Human Resource Development Review. 9(1): 89-110.
23. Slatten, Terje, & Mehmetoglu, Mehmet. 2011. Antecedents and effects of engaged frontline employees : A study from the hospitality industry. In Managing Service Quality. 21(1): 88-107.
24. World Economic Forum. 2013. The Human Capital Report. World Economic Forum, Geneva, Switzerland.
2. Bakker, Arnold B., &Demerouti, Evangelia. (2008). Towards a model of work engagement. In Career Development International. 13(3): 209-223.
3. Baldwin, John R, & Johnson, Joanne. (1995). Human capital development and innovation: the case of training in small and medium-sized firms. Ottawa: Analytical Studies Branch
4. Harter, James, Agrawal, Sangeeta, Plowman, Stephanie, &Asplund, Jim. (2010). Employee Engagement and Earning Per Share: A Longitudinal Study of Organizational Performance During the Recession. (online). Available: www.gallup.com. 2013.
5. Harter, James K., Schmidt, Frank L., & Hayes, Theodore L. (2002). Business-Unit-Level Relationship Between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis. In Journal of Applied Psychology. 87(2): 268-279.
6. Hewitt, Aon. (2011). Trends in Global Employee Engagement. (online). Available: www.aonhewitt.com. 2013.
7. Hakanen, J.J., & Roodt, G. (2010). Using the job demands-resources model to predict engagement: Analysing a conceptual model. In A.B. Bakker, & M.P. Leiter, (Eds.). In Work Engagement, A Handbook of Essential Theory and Research. Great Britain: Psychology Press. Pp.85−101.
8. Hewitt, Aon. (2011). Trends in Global Employee Engagement. (online). Available: www.aonhewitt.com. 2013.
9. Iverson, Roderick D., & Deery, Margaret. n.d. Turnover culture in the hospitality industry. In Human Resource Management Journal. 7(4): 71-82.
10. Kahn, William A. 1990. Psychological Conditions of Personal Engagement And Disengagement At Work. In Academy of Management Journal. 33(4): 692-724.
11. Kgomo, Frans L. 2010. Employee Engagement Model Facilitating Agent Retention in the Contact Centre Industry. Doctoral dissertation, Tshwane University of Technology.
12. Kular, Sandeep, Gatenby, Mark, Rees, Chris, Soane, Emma, & Truss, Katie (Eds.). 2008. Employee Engagement: A Literature Review. Surrey: Kingston University.
13. Lee, Junghoon. 2012. Antecedents and Consequences of Employee Engagement: Empirical study of hotel employees and managers. Doctoral dissertation, Kansas State University, Kansas.
14. Lockwood, Nancy R. 2007. Leveraging employee engagement for competitive advantage: HR strategic role. In HR Magazine. 52: 2-13.
15. Macey, William H., & Schneider, Benjamin. 2008. The Meaning of Employee Engagement. In Industrial and Organizational Psychology. 1: 3-30.
16. Ratanjee, Vibhas. 2005. Wake-Up Call for Thailand, Inc. Gallup Business Journal. (online). Available: http://businessjournal.gallup.com/content/16285/wakeup-call-thailand-inc.aspx. 2014.
17. Robertson-Smith, Gemma, & Markwick, Carl. 2009. Employee Engagement A review of current thinking. Brighton: Institute for Employment Studies.
18. Robinson, Dilys, Perryman, Sarah, & Hayday, Sue. 2004. The Drivers of Employee Engagement. Brighton: Institute for Employment Studies.
19. Saks, Alan M. (2006). Antecedents and consequences of employee engagement. In Journal of Managerial Psychology. 21(7): 600-619.
20. Schaufeli, Wilmar B., & Bakker, Arnold B. 2004. Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. In Journal of Organizational Behavior. 25: 293-315.
21. Schaufeli, Wilmar B., Martinez, Isabel M., Pinto, Alexandra Marques, Salanova, Marisa, & Arnold B, Bakker.2002. Burnout and Engagement in University Students A cross-National Study. In Journal of Cross-Cultiral Psychology. 33(5): 464-481.
22. Shuck, Brad, & Wollard, Karen. 2010. Employee Engagement and HRD: A Seminal Review of the Foundations. In Human Resource Development Review. 9(1): 89-110.
23. Slatten, Terje, & Mehmetoglu, Mehmet. 2011. Antecedents and effects of engaged frontline employees : A study from the hospitality industry. In Managing Service Quality. 21(1): 88-107.
24. World Economic Forum. 2013. The Human Capital Report. World Economic Forum, Geneva, Switzerland.