Drivers of public service motivation during the crisis of COVID-19 in government-owned hospitality sector of India - a qualitative study

In the crisis of COVID-19, the government-owned hospitality sector of India converted its hotels and guesthouses into quarantine centres, which demanded the employees to extend their services and perform even during the pandemic. This study aims to explore the drivers of motivation among these employees in the specific context of the crisis of COVID-19, Indian culture, and the hospitality sector through a qualitative study. We took semi-structured interviews of 16 employees who served in government-owned hotels in India. Thematic analysis of the interview transcripts led to four main themes - personality traits, intrinsic drivers, leadership and professional identification, which extend the literature on public service motivation and its impact on performance during crisis. The study has both theoretical and practical implications for public sector organisations, especially in the hospitality sector for managing performance during crisis.