Beyond Job Satisfaction: Work Engagement as a Key to Service Quality

Abstract

This study presents a bibliometric analysis of research on employee engagement and service quality in the hospitality industry from 2020 to 2025 using the Three-Field Plot method. By examining 100 scholarly articles, the analysis explores the interconnections between abstract terms, contributing authors, and keywords to identify dominant themes, influential researchers, and emerging trends. Results indicate that core concepts such as emotional engagement, employee commitment, and service performance are central to the field, reflecting a strong focus on psychological and organizational dimensions of employee experiences. Key authors, including Wang Y., Zhang X., Hassan TH, and Sobain AEE, serve as pivotal nodes linking multiple conceptual areas, demonstrating thematic overlaps and research cohesion. Keywords such as employee engagement, service quality, and customer orientation further highlight the alignment between theoretical frameworks and practical applications in hospitality management. Emerging topics, including sustainability, social responsibility, and COVID-19, suggest responsiveness to contemporary challenges and indicate avenues for future research. Overall, this study underscores the dynamic and interconnected nature of hospitality research, providing insights for academics and practitioners seeking to enhance employee engagement, service quality, and customer satisfaction in organizational contexts.