نوع مقاله : مقاله پژوهشی
نویسندگان
1 دانشگاه تهران
2 دانشگاه علامه طباطبایی
3 مجتمع آموزش عالی گناباد
4 گروه مدیریت جهانگردی دانشکده مدیریت و حسابداری دانشگاه علامه طباطبایی، تهران، ایران
کلیدواژهها
عنوان مقاله English
نویسندگان English
In travel agencies, employees’ work engagement plays a fundamental role in customer interaction quality, reassurance, information delivery, and the creation of desirable service experiences. Despite growing research on leadership and work engagement in the hotel industry, limited evidence exists regarding travel agencies. This study aimed to explain employees’ work engagement in travel agencies based on leadership styles and managers’ motivational communication. Data were collected from 254 employees working in travel agencies in Tehran and were analyzed using structural equation modeling. The research model included servant leadership, transformational leadership, three dimensions of motivating language—direction-giving language, empathetic language, and meaning-making language—and work engagement. The results showed that the structural model had an acceptable fit, and all paths in the research model were positive and significant. Among the variables affecting work engagement, empathetic language showed the strongest direct effect. Moreover, servant leadership had the strongest relationship with empathetic language, whereas transformational leadership had the strongest relationship with meaning-making language. The findings indicate that employees’ work engagement in travel agencies is shaped through the interaction between managers’ leadership styles and the quality of their motivational communication. Accordingly, strengthening clear, empathetic, and meaning-making communication can effectively enhance employees’ work engagement in this sector.
کلیدواژهها English
