The influence of historical motivation of local tourism employees on service quality and long-term industry retention intention

Fenny Sengkey; I Wayan Agus Anggayana; Rosvita Flaviana Osin

doi:10.55942/pssj.v6i1.1172

Authors

Fenny Sengkey Akademi Komunitas Manajemen Perhotelan Indonesia https://orcid.org/0009-0002-6122-4465
I Wayan Agus Anggayana Akademi Komunitas Manajemen Perhotelan Indonesia https://orcid.org/0000-0001-7509-5196
Rosvita Flaviana Osin Akademi Komunitas Manajemen Perhotelan Indonesia https://orcid.org/0000-0003-4332-6046

DOI:

https://doi.org/10.55942/pssj.v6i1.1172

Keywords:

historical motivation, temporal motivation, service quality, retention intention, local tourism employees, self-determination, purpose-driven motivation

Abstract

This study analyzes the evolution of motivation among local employees within the Indonesian tourism sector, particularly in Bali, utilizing a temporal narrative qualitative approach. The primary goal is to map how the interplay between historical motivation (past), current work motivation (present), and long-term career aspirations (future) collectively affects Service Quality and Retention Intention within the industry. Data were gathered through in-depth narrative interviews focusing on the experiences of My Past, My Present, and My Future from 14 tourism employees. The thematic analysis revealed that employee motivation is not static but evolves incrementally. It begins with extrinsic factors rooted in family, the desire to make parents proud and reciprocate their sacrifices, and the drive for self-validation serving as an initial anchor of resilience. This external motivation is subsequently internalized in the present phase into Intrinsic Regulation, manifested through Discipline, Consistency, and Self-Improvement. This discipline and consistency are crucial prerequisites for delivering stable service quality (deep acting) on the frontlines. Furthermore, Long-Term Retention Intention is driven by a broader vision: Purpose-Driven Motivation. In this final phase, future aspirations transcend personal financial gain, focusing instead on Social Impact, Job Creation, and Legacy for the Community. This temporal model asserts that employee retention in the tourism industry, which is highly susceptible to high turnover rates, can be significantly enhanced not only through compensation but also by aligning organizational goals with the individual's search for meaning and social contribution.

Author Biographies

Fenny Sengkey, Akademi Komunitas Manajemen Perhotelan Indonesia

Fenny Sengkey is a lecturer, Director of the Indonesian Hospitality Management Community Academy for the Bali region, Director of MAPINDO Ende, Flores-NTT. Completed her Bachelor's and Master's degrees in Management, teaching Entrepreneurship and Human Resource Management courses and is active as Treasurer III of the Association of Indonesian Private Higher Education Organizing Bodies (ABP-PTSI) for the Bali Region. Member of the Indonesian Lecturers Association (ADI) and actively conducts research and community service. With her extensive knowledge, she contributes to educating and guiding the younger generation and plays an active role in advancing entrepreneurship in the ability to adapt quickly to market and technological changes in Indonesia.

I Wayan Agus Anggayana, Akademi Komunitas Manajemen Perhotelan Indonesia

I Wayan Agus Anggayana is an assistant professor of English language education for the Food and Beverage Products Department at the Indonesian Hospitality Management Community Academy. He is recognized as a National Reviewer for the Directorate General of Vocational Education, Ministry of Education, Culture, Research and Technology. Signiﬁcant books on English for Sellers in the Tourism Sector: English for Specific Purposes. Signiﬁcant research on Utilizing Technology to Check the Assignments of Food Beverage Product Students and The Issue of Culture on Hospitality Students in Language Acquisition. He was a speaker at the International Conference on Contemporary Indonesian History, Culture, and Society at the University of Social Sciences and Humanities Vietnam National University - Ho Chi Minh City. Main areas of research focus on Discourse analysis, Phonology, Morphology, Second Language Acquisition, Historical Linguistic Comparatives, and English for Specific Purposes.

Rosvita Flaviana Osin, Akademi Komunitas Manajemen Perhotelan Indonesia

She is the regional facilitator of the Internal Quality Assurance System for Vocational Colleges. She has produced research publications related to Gender and Tourism, including Balinese Women in Spa Tourism in Badung Regency (2019). The Model of Development Tourism Village Through the Involvement of Millennial Generation in Bali (2020). Produced a publication in the reputable international journal Scopus Q2 entitled Impact of tourism industry-driven media communication in students' speaking ability (2019) in the Asian EFL Journal (with colleagues).

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