Employee satisfaction during the pandemic in the tourism and hospitality industries

Panagiotis Stamolampros, Dimitrios Dousios

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


How has the COVID-19 pandemic affected employee satisfaction in Tourism and Hospitality industries? This paper uses a topic modelling approach to explore the pandemic effects utilizing a large sample (N = 733,746) of employee-generated online reviews. Comparing online employee feedback during the pandemic to the pre-pandemic period, the study indicates a shift in topics discussed, suggesting changes in employee satisfaction drivers. During the pandemic, there was a noticeable increase in positive discussions regarding work stress, customer behaviour, and managerial practices. Work-life balance and management behaviour were found to be more closely linked to increased dissatisfaction, whereas employee treatment, working environment, and company culture were associated with higher satisfaction levels. The present study contributes to the understanding of employee satisfaction in tourism and hospitality services as the first to measure the impact of COVID-19 by harnessing the power of online employee user-generated content providing practical implications for theory and employee practice.

Original languageEnglish
JournalCurrent Issues in Tourism
Early online date18 Oct 2023
Publication statusE-pub ahead of print - 18 Oct 2023


  • company culture
  • COVID-19
  • Employee satisfaction
  • high contact services
  • topic modelling analysis
  • work-life balance

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