Abstract

BORRALHA, Sérgio; JESUS, Saul Neves de  and  PINTO, Patrícia. Hotel employees: A systematic literature review. TMStudies [online]. 2016, vol.12, n.1, pp.120-126. ISSN 2182-8458.  https://doi.org/10.18089/tms.2016.12112.

With the increase of studies on hospitality professionals over the years, it is essential to perform a review on those works. This review was conducted through the databases Web of Knowledge, Web of Science (Social Sciences Index Expanded, Social Sciences Citation Index, Medline), and Science Direct. We searched for articles published between 2000 and 2014, crossing the keywords “hospitality”, “tourism”, and “hotel” with the keywords “professionals”, “employees”, and “workers”. Our aim was to identify the most studied variables on hospitality employees. The search process resulted on 3700 initial references, being selected 242. We verified that work satisfaction was studied in 51 articles and stress, burnout, and mental exhaustion in 31. For that reason, this review aggregates and analyses these results. This study has implications for the understanding of the roll of these variables in hospitality and tourism economic profitability, as well as in human resources management policies and individual well-being.

Keywords : Systematic review; hospitality; professionals; attitudes.

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