Beyond the scenes: a systematic literature review of the influence of work environment on tourism operations

Abstract

This study systematically reviews how work environment factors (psychosocial, ergonomic, and organisational) shape employee well-being and operational outcomes in the tourism and hospitality sector. A systematic search of Scopus identified peer-reviewed empirical studies published between 1994 and 2025. Thirty-four studies met inclusion criteria. Data was extracted into a structured matrix and analysed through descriptive, trend and thematic synthesis. The review identifies seven thematic domains: psychosocial risks, ergonomics, leadership and inclusion, turnover and retention, engagement and creativity, crisis resilience, and decent work. Evidence shows that supportive environments enhance engagement, innovation, and quality service, while adverse conditions drive stress, turnover, and work-family conflict. This review consolidates fragmented evidence on tourism work environments and reframes them as strategic levers of service competitiveness. It contributes a comprehensive framework for future research and offers actionable insights for policymakers and industry stakeholders seeking to foster sustainable, fair, and resilient tourism operations.