An investigation of workplace performance appraisal on the engagement and motivation of tourism workers. Examining the use of objective and subjective measures/measurement tools

Qurbonbayeva Gulparshin (2025) An investigation of workplace performance appraisal on the engagement and motivation of tourism workers. Examining the use of objective and subjective measures/measurement tools. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

This thesis examines how performance evaluation practices influence employee motivation, engagement, and development in tourism and hospitality industry emphasizing the role of 360-degree feedback. The tourism and hospitality industry is an economic powerhouse, contributing over 10 % to the global GDP and producing approximately 11.1 trillion US dollars yearly. Behind these big numbers workforce primarily responsible for the experiences that define satisfaction of the travellers and brand loyalty. Tourism industry employees such as front desk agents, tour guides, restaurant staff, and airline attendants, play vital role in creating outstanding memories, personalized services that brings success to industry organizations.In the tourism sector, where customer satisfaction and service quality are crucial to the company's success, workers benefit from fair and constructive appraisal methods that support their professional growth and contributions. The research investigates both objective and subjective performance evaluation tools, focusing on how they shape employee motivation and engagement.As the industry increasingly depends on a blend of early-career, short-term workers and experienced, long-term staff, there is a growing need to understand how human resource practices can effectively support and manage this diverse workforce. To explore this topic, the research uses a mixed-methods approach that combines quantitative survey of 55 participants and qualitative interview insights from 15 individuals, making a total sample of70 participants. Data collection was centered in Florida and Hawaii, two prominent and culturally distinct tourism hubs in the United States of America.The study explores the advantages and challenges of implementing 360-degree feedback systems, which have gained popularity for making holistic employee assessments. Findings suggest a positive relationship between well-structured performance evaluation systems – especially companies utilizing multi-source feedback and advanced employee motivation and organizational commitment. However, the research also highlights the significant challenges involved, including the biases in subjective evaluations and ensuring that reviews remain balanced and fair.The theoretical grounding of this research build upon existing frameworks in organizational psychology, including Locke and Latham’s Goal-Setting Theory, Vroom’s Expectancy Theory, Adams’ Equity Theory and the Service-Profit Chain model. Together this theories help explain why fair and development-focused performance evaluation systems are more likely to succeed, particularly in service oriented industries where human interaction is vital. Employees are more involved when they understand that what is expected from them, and believe that their hard work will lead to meaningful rewards, and feel fairly compensated and recognized for their contributions.This study contributes to the growing knowledge on human resource management in the tourism industry and offers practical insights for improving employee motivation and engagement through customized performance evaluation systems. Key Words:Performance appraisal, 360-degree feedback, employee motivation, employee engagement, human resource management.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Turizmus Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	Amerika, corporate culture, cultural diversity, customer service, organizational culture
SWORD Depositor:	User Archive
Felhasználói azonosító szám (ID):	User Archive
Rekord készítés dátuma:	2026. Ápr. 09. 15:03
Utolsó módosítás:	2026. Ápr. 09. 15:03

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