Linking HR responsiveness with tourism employee experiences: A qualitative approach

Abstract

Purpose: The study aims to develop an in-depth understanding of the urban tourism employees' experiences during the recent pandemic in India. It aims to investigate the initiatives by HR to mitigate the adverse impact of the pandemic and also explore the recent HR trends in the tourism industry of the new world order, which have a positive impact on the employee's experiences. Design/methodology/approach: Multi-study approach was used where qualitative analysis using semi-structured interviews were conducted. Study 1 was done after the second wave of the recent pandemic while Study 2 was conducted after a gap of one year with the professionals working in the tourism industry. The transcripts were analysed using manual coding and NVivo software. Findings:The findings revealed only negative sentiments harboured by tourism employees during the recent crisis but a bent towards positive was observed after the new initiatives taken by the HR. The thematic analysis for positive and negative experiences have been indicated by themes like abandoned, and empathetic approaches from co-workers, stress, job insecurity, burnout, fear of uncertainty, work-life conflict, reduced compensation, limited stress relief options, and emotional imbalance. The themes for recent trends that have a positively impact on the employees working in the tourism industry have been mentioned in the study. Originality/value :This study attempts to bridge a prominent gap in the literature by providing a holistic understanding of all aspects of the pandemic and its impact on the employees working in the urban tourism industry and proposes strategic policy interventions required for developing a resilient tourism sector in the coming years.

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