ABSTRACT Providing hospitality services to patients to enhance their overall healing process has gained importance in the healthcare industry. It is not only just about getting healed but also the experience involved. This entails quality hospitality services in addition to medical services. Given that a happy employee provides better services, the role of job satisfaction of employees providing these services thus becomes important. Drawing from service quality frameworks, this article aims to identify enablers and deterrents of job satisfaction and validate with practitioners pulling out latent aspects that need to be focused on integrating hospitality in healthcare. We explored these aspects using a three-pronged approach. Initially, we identified the key themes influencing job satisfaction by applying data mining techniques to 13,000 employee reviews from companies recognized as Great Place to Work, sourced from Glassdoor. 1 Second, we validated the identified theme from experts through 24 focused group discussions comprising HR practitioners, thereby gaining interesting insights about certain important overlooked aspects. Third, we include literature support for each of the identified themes, stating their importance to the healthcare sector. The study provides a rubric of enablers and deterrents to job satisfaction, which can help the sector enhance employee satisfaction.
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