International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 12 July 2011



Okumus, F. (2011), "Editorial", International Journal of Contemporary Hospitality Management, Vol. 23 No. 5. https://doi.org/10.1108/ijchm.2011.04123eaa.001



Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited


Article Type: Editorial From: International Journal of Contemporary Hospitality Management, Volume 23, Issue 5

We have eight interesting articles in this issue. The first article by Yaniv Poria, Arie Reichel and Yael Brandt investigated the challenges arising from the interactions between wheelchair users, individuals using crutches and blind people within the hotel environment as well as on the efforts to overcome these challenges. Data were collected through in-depth semi-structured interviews with 45 participants. The results suggest that the challenges participants confronted derived from the physical design of the environment as well as staff behaviors. Differences were found between the hotel experiences of people with various types of disabilities. The second article by Yuanqiong He, Wenli Li and Kin Keung Lai investigated how service climate improves customer satisfaction in the hospitality industry, based on evidence from mainland China. The authors collected data via a questionnaire from frontline employees. Empirical results indicated that different dimensions of service climate have different effects on customer satisfaction. In the next article, Osman M. Karatepe and Ladan Zargar Tizabi developed and tested a model that examined work-related depression among frontline hotel employees. The sample of this study consisted of 135 frontline employees in the international five-star chain hotels of Dubai in the United Arab Emirates. The results pointed out that employees with positive affectivity and intrinsic motivation experienced less emotional exhaustion, and the author offers practical implications.

Vincent P. Magnini, Gyumin Lee and BeomCheol (Peter) Kim tested a model in which exercise, mediated by emotional intelligence and trust, can result in increased job satisfaction and organizational commitment of frontline hotel workers. The author collected data from 210 frontline workers at nine full-service hotels in South Korea. Study results indicated that frequent exercise among hotel workers led to higher levels of emotional intelligence. Afterwards, this emotional intelligence created increased cognition-based trust, affect-based trust in their managers, and overall job satisfaction. In the following article, Fatma Nur Iplik, Kemal Can Kilic and Azmi Yalcin examined the simultaneous effects of person-organization and person-job fit on job attitudes of five star hotels’ managers in Turkey. The authors gathered data from an online questionnaire. Study results offer theoretical and practical implications related to the influence of person-organization and person-job fit on job attitudes of hotel managers. Next, SooCheong (Shawn) Jang, Yinghua Liu, and Young Namkung investigated how authentic atmospherics affected customer emotions and behavioral intentions in Chinese restaurants, which are one of the most popular ethnic restaurant segments in the US foodservice market. Authors gathered data from 348 usable questionnaires from full table service restaurants. A proposed model was tested using two-step approach that consisted of a measurement model and a subsequent structural model. The findings indicated that authentic atmospherics significantly influence consumers’ positive and negative emotions, and both types of emotions acted as full mediators between authentic atmospherics and behavioral intentions. Menu presentation, furnishing, and music were significant predictors of positive emotions, whereas menu presentation and music significantly influenced negative emotions. The research has both theoretical and practical implications.

In her empirical article, Cathy Burgess tried to determine whether hotel financial controllers are becoming more professional. The findings of this study highlighted that the characteristics of the lodging industry influenced attitudes towards professionalism. Furthermore, results denoted that although the industry desires to become more professional, there is unwillingness to promote career development and other approaches for hotel controllers. However, individuals who wished to meet the desired traits, improved their personal status and careers. Finally, the study by Robert C. Ford presented insights from an interview with Mr William C. Peeper, the person largely responsible for building the Orlando Orange County Convention and Visitors Bureau from a two-person organization into the multi-million dollar operation it became by the time he retired 25 years later. This paper offers a number of lessons learned that can be used by any organizational leader seeking to balance the interests of diverse stakeholders.

We hope that our readers find all the articles published in this issue timely, relevant, and useful.

Fevzi OkumusEditor-in Chief

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