A text mining analysis of online reviews of Indian hotel employees. Issue 2 (3rd April 2021)

• Record Type: Journal Article
• Authors: Chittiprolu, Vinay; Singh, Swati; Bellamkonda, Raja Shekhar; Vanka, Sita
• Is Part Of: Anatolia. Volume 32:Issue 2(2021)
• Page Start: 232
• Page End: 245
• Publication Date: 2021-04-03
• Subjects: Employee satisfaction -- work culture -- India -- hotel chains -- Glassdoor -- analytics; Tourism -- Periodicals; Hospitality industry -- Periodicals; Periodicals; Electronic journals; 338.4791
• DOI: 10.1080/13032917.2020.1856157
• Languages: English
• ISSNs: 1303-2917

Abstract

ABSTRACT: Based on the premise of Market-focused Human Resource Management we propose that organizations should attend to employee voice. To this end, online reviews have emerged as a significant source of key information. We performed our analysis on (n = 2751) Glassdoor reviews of 22 hotel chains in India. We employed text mining tools to identify determinants of employee motivation and dissatisfaction. Organizational culture, career growth opportunities, and flexibility-motivated employees. Poor work–life balance, office politics, and high attrition rate de-incentivized employees. Further, the regression analysis of numerical ratings revealed that compensation and work–life balance are hygiene factors; career opportunities and cultural values emerged as dominant predictors of overall employee satisfaction. Practical, policy, and theoretical implications of these findings are discussed.