Wittenborg Graduate's Research Reveals How Self-Talk Shapes Hotel Staff Performance

16.09.2026

Study Finds Direct Link Between Internal Dialogue, Stress Coping and Work Performance

A recent study co-authored by Wittenborg graduate Salwa El Masry and associate professor Vanessa Menezes provides new insights into the psychological drivers of performance in the hospitality industry. The research paper, titled ‘Self-Talks and Performance of Frontline Hospitality Staff: A Case Study of a Midscale Hotel in Amsterdam’, was published in the Global Journal of Tourism, Leisure and Hospitality Management.

The study explores the connection between the internal dialogues, or ‘self-talk’, of hotel employees and their perceived work performance, revealing that positive self-talk is associated with better coping mechanisms and higher performance, while negative self-talk leads to the opposite.

Salwa, who originally hails from Egypt and completed her master’s in Hospitality Management at Wittenborg, says her interest in psychology inspired the topic, which she first explored in her thesis. “I am a big fan of psychology, and I wanted my second master’s to be in this field,” she explained. “So, I tried to combine the psychology of the self with performance in hospitality, looking at other non-tangible aspects that have an impact on performance.”

Her co-author and supervisor, Wittenborg associate professor Vanessa Menezes, found the premise highly relevant. “From the very beginning, I found her idea very interesting. Understanding employees’ perspectives on performance is relevant in the service industry, especially in hospitality, where we constantly deal with expectations and high standards,” she said.

Methodology and findings

The research employed a qualitative case study approach, conducting in-depth, semi-structured interviews with eight frontline food and beverage employees at a midscale hotel in Amsterdam. The methodology was rooted in the Transactional and Coping Stress Theory, which posits that stress is a product of the transaction between an individual and their environment, heavily influenced by personal appraisal.

The findings showed that employees’ internal dialogues directly influenced how they appraised stressful situations and, consequently, their performance. Positive self-talk, which includes both motivational (e.g., “You can do it”) and instructional (e.g., “First finish, then talk to management”) statements, was linked to higher coping ratings and better task performance.

Conversely, negative self-talk, which was often critical or aggressive (e.g., “Those idiots don’t know what to do”), led to poor coping responses and performance dissatisfaction. One of the most intriguing observations was that almost half of the participants initially did not realise they were engaging in self-talk, only to describe it in detail during their narrations.

“The knowledge I gained about how our self-image is formulated by our behaviour was a key insight. It reveals that the concept of the self is not fixed and can be changed,” Salwa underlined.

The study also identified the most common workplace stressors as interpersonal conflicts with colleagues and labour-intensive tasks under short-staffed conditions.

Practical impacts

The research concludes that the self-talk of frontline staff has a direct, tangible impact on their work performance. The authors suggest that hospitality managers look beyond traditional factors like salary when seeking to improve performance and quality.

“When hospitality managers seek to improve quality and overall performance, they should consider factors beyond salaries and benefits,” Vanessa highlighted. “The work environment, teamwork and employees’ mindsets are equally important elements in this equation.”

The paper recommends providing training for frontline staff on positive self-talk strategies to enhance their coping skills and overall performance. It also calls for further research on a larger scale.

A fruitful collaboration

Adapting her master’s thesis into a published paper was a demanding process that took several months. Under Vanessa’s supervision, the topic was refined, and the process became smoother.

“Vanessa provided directions and helped me find my own path. She contributed a lot,” the graduate emphasised.

The associate professor praised Salwa’s dedication. “It was a pleasure working with her. She is not only bright and insightful but also consistently strives to improve both herself and her work. She values feedback and makes excellent use of it.”

For students, this project underscores the benefits of publishing their work. “I would definitely recommend it. I felt great about this step, and that I am reaping the results of my effort,” Salwa said.

Her supervisor and co-author added that publishing is an excellent way to share findings, build a professional network and enhance one’s CV.

Professionally, Salwa is currently working as an office manager at a consultancy company, with a keen interest in future opportunities in psychology and life coaching.