Touch Required: Exploring Spa Employees' Experiences During the COVID-19 Pandemic

The aim of this study was to learn how the Covid-19 crisis affected the work attitudes of hands-on spa employees on a micro level. Semi-structured interviews of twenty-five spa employees, including twenty-one hands-on spa employees and four spa supervisors, were conducted to better understand their experiences working through the pandemic. The subjects were asked questions to uncover demands that emerged during the crisis, the resources they valued, and whether perceived supervisor support (PSS) influenced their organizational commitment (OC). Fear of exposure to Covid-19 at work, job uncertainty, and role conflict were some of the demands that emerged. Underpinned by the synthesized frameworks of Conservation of Resources theory, Job Demands-Resources theory, and Social Exchange theory, the study found that during the crisis these employees valued frequent high-quality communication with their supervisors and an increased focus on safety climate. PSS during the crisis was found to positively affect spa employees’ OC, although differences in its impact were noted based on type of spa and tenure of employee. They placed a high value on work relationships with coworkers and customers, which had a positive effect on their organizational commitment.