Can Informal Communication and Sense of Belonging Motivate and Retain Hospitality Employees? Informal Groups’ Role

Abstract

ABSTRACT Informal groups facilitate a sense of belonging and collaboration, thereby improving productivity in the workplace. Although the hospitality workplace provides an ideal environment for informal groups to form, it has been rarely studied. This study aimed to explore the role of informal groups in retaining and motivating frontline hospitality employees. The study collected data from frontline hospitality employees in the U.S. and China. The findings show that informal communication positively impacts job performance through knowledge-sharing behaviors, and a sense of belonging to informal groups is negatively related to turnover intentions. The study also highlights the originality of exploring employees’ connection with a group of coworkers (informal groups), which are more naturally formed. The study suggests that informal groups in hospitality businesses should be encouraged to enhance knowledge-sharing behavior and benefit the organization.