Internal and External Communication between Employees of Different Generations: Emerging Problems in Lithuanian, Latvian, and Swedish Tourism Organizations

IF 3.1 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Journal of Tourism and Services Pub Date : 2023-06-29 DOI:10.29036/jots.v14i26.427
Gita Šakytė-Statnickė, L. Budrytė-Ausiejienė, I. Luka, Valerija Drozdova
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Abstract

The paper aims to analyze internal and external communication between employees of different generations and emerging problems in Lithuanian, Latvian, and Swedish tourism organizations. The secondary data has been obtained from scientific literature and the primary data from 12 semi-structured interviews conducted in tourism enterprises of the three countries. The survey sampling method used – criterion sampling. The data were analyzed using qualitative content analysis, applying a conventional approach to content analysis using an inductive coding process. The results show both internal and external communication problems of different generations of employees in tourism organizations in Lithuania, Latvia, and Sweden. The qualitative research confirms the cognition in the scientific literature that communication problems are particularly evident between the younger (Generation Z and Generation Y) and older generations (Baby Boomer Generation and Generation X). Based on the study's results, employees of different generations can communicate more effectively in tourism organizations and other organizations with intergenerational employee diversity. The research's added value comprises the matrix of the most effectively applied communication channels and tools recommended for intergenerational employees in a tourism organization, which may be used to improve intergenerational communication.
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不同代际员工之间的内部和外部沟通:立陶宛、拉脱维亚和瑞典旅游组织中出现的问题
本文旨在分析不同世代员工之间的内部和外部沟通,以及立陶宛、拉脱维亚和瑞典旅游组织中出现的问题。二级数据来自科学文献,一级数据来自对三国旅游企业进行的12次半结构化访谈。使用的调查抽样方法——标准抽样。使用定性内容分析对数据进行分析,使用归纳编码过程将传统方法应用于内容分析。研究结果显示了立陶宛、拉脱维亚和瑞典旅游组织不同世代员工的内部和外部沟通问题。定性研究证实了科学文献中的认知,即沟通问题在年轻一代(Z世代和Y世代)和老一辈(婴儿潮一代和X世代)之间尤为明显。基于研究结果,不同世代的员工可以在旅游组织和其他具有代际员工多样性的组织中更有效地沟通。该研究的附加值包括为旅游组织代际员工推荐的最有效应用的沟通渠道和工具矩阵,可用于改善代际沟通。
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来源期刊
Journal of Tourism and Services
Journal of Tourism and Services HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
7.80
自引率
16.70%
发文量
14
期刊介绍: Journal of Tourism and Services, established in September 2010, is the international reviewed scientific research journal published by the Center for International Scientific Research of VŠO and VŠPP in cooperation with the following partners. The journal publishes high-quality scientific papers and essays with a focus on tourism and service industry development. Together with the scientific part and in order to promote the exchange of current and innovative ideas and stimulating debate, the Journal also includes Reviews of Existing Work or Short Essays, Research Notes, and Research and Industry sections to address important topics and advance theoretical knowledge or thinking about key areas of tourism and services and to allow researchers to present initial findings and reflections or problems concerning fieldwork and research in general.
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