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Article
Publication date: 12 August 2020

Cass Shum

Drawing upon the conservation of resources theory, this study investigates the recursive relationship between abusive supervision and service performance and the…

Abstract

Purpose

Drawing upon the conservation of resources theory, this study investigates the recursive relationship between abusive supervision and service performance and the moderating role of coworker support in this recursive relationship.

Design/methodology/approach

This study tests the model using moderated cross-lagged analysis with a three-wave longitudinal data from 146 hospitality employees who were working and studying in hospitality.

Findings

Results support the recursive relationship: abusive supervision impairs service performance and employees with low service performance provoke abusive supervision. Coworker support mitigates the lagged effect between abusive supervision and service performance and that between service performance and abusive supervision.

Practical implications

Hospitality organizations should have a zero-tolerance policy toward abusive supervision. Employees who would like to avoid abuse should improve their service performance and seek coworker support.

Originality/value

This study uses a novel analytical approach to examine the recursive relationship between abusive supervision and service performance. It provides evidence on the bidirectional causal relationship and sheds light on how employees can avoid getting abused. This study is also one of the first studies that examine the moderating role of coworker support on the effect of service performance on abusive supervision.

Details

Journal of Hospitality and Tourism Insights, vol. 4 no. 1
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 2 January 2020

Cass Shum, Kweisi Ausar and Min-Hsuan Tu

Drawing from the appraisal theory, this paper aims to examine the conditions under which abusive leaders experience guilt and suggests that guilt motivates leaders to help…

Abstract

Purpose

Drawing from the appraisal theory, this paper aims to examine the conditions under which abusive leaders experience guilt and suggests that guilt motivates leaders to help followers.

Design/methodology/approach

A scenario study with a sample of 285 hospitality supervisors was used to test the theoretical model. Path analyses were conducted to test the three-way-moderated mediation model.

Findings

Results show a three-way interaction among enacted abuse, managerial abuse and agreeableness on the guilt: leaders are more likely to experience guilt over their enacted abusive supervision when they do not perceive their direct manager as abusive and when they are agreeable. Moreover, guilt mediates the relationship between enacted abuse and a leader’s intention to help their followers.

Research limitations/implications

This study shows that abusive supervisors pay an emotional cost for their enacted abuse (in terms of guilt).

Practical implications

Hospitality organization should assign non-abusive mentors to leaders, especially agreeable ones, to detect and reduce abusive supervision.

Originality/value

First, this study addressed the lack of research on the effect of abusive supervision on the abusers by studying the conditions under which abusive leaders experience guilt. Second, this study shows that because of guilt, abusive leaders have a higher intention to help their followers. It explains why abusive leaders can be helpful.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 March 2022

Heyao Yu, Cass Shum, Michelle Alcorn, Jie Sun and Zhaoli He

There has been a dramatic increase in the adoption of service robots in hotels, potentially replacing the human workforce. Drawing on Social Amplification of Risk…

1204

Abstract

Purpose

There has been a dramatic increase in the adoption of service robots in hotels, potentially replacing the human workforce. Drawing on Social Amplification of Risk Framework, this study aims to examine the moderating effect of transformational leadership on the indirect relationships between Gen Z employees’ tech-savviness and social skills on industry turnover intention via service robot risk awareness (SRRA).

Design/methodology/approach

This study collected two-wave time-lagged multilevel data of 281 frontline Gen Z hotel employees from 54 departments in China. Participants were asked to rate their tech-savviness, social skills and SRRA in the first survey. They rated their supervisor’s transformational leadership and industry turnover intention one week later.

Findings

Multilevel path analysis results showed SRRA mediates the negative indirect relationship of Gen Z employee’s tech-savviness and social skills on industry turnover intention. Transformational leadership weakened the positive effect of SRRA on industry turnover intention.

Originality/value

This study contributes to the growing literature on service robots by investigating the antecedents and outcomes of employees’ SRRA. To the best of the authors’ knowledge, it is one of the first empirical studies investigating the role of leadership to mitigate the negative consequences of employee’s SRRA. Managers can use the results of this study to implement training programs and ensure that employees and service robots successfully coexist in the workplace.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 19 November 2021

Cass Shum, Jaimi Garlington, Ankita Ghosh and Seyhmus Baloglu

This study aims to describe the development of hospitality research in terms of research methods and data sources used in the 2010s.

Abstract

Purpose

This study aims to describe the development of hospitality research in terms of research methods and data sources used in the 2010s.

Design/methodology/approach

Content analyses of the research methods and data sources used in original hospitality research published in the 2010s in the Cornell Hospitality Quarterly (CQ), International Journal of Hospitality Management (IJHM), International Journal of Contemporary Hospitality Management (IJCHM), Journal of Hospitality and Tourism Research (JHTR) and International Hospitality Review (IHR) were conducted. It describes whether the time span, functional areas and geographic regions of data sources were related to the research methods and data sources.

Findings

Results from 2,759 original hospitality empirical articles showed that marketing research used various research methods and data sources. Most finance articles used archival data, while most human resources articles used survey designs with organizational data. In addition, only a small amount of research used data from Oceania, Africa and Latin America.

Research limitations/implications

This study sheds some light on the development of hospitality research in terms of research method and data source usage. However, it only focused on five English-based journals from 2010–2019. Therefore, future studies may seek to understand the impact of the COVID-19 pandemic on research methods and data source usage in hospitality research.

Originality/value

This is the first study to examine five hospitality journals' research methods and data sources used in the last decade. It sheds light on the development of hospitality research in the previous decade and identifies new hospitality research avenues.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 19 October 2015

B. Ramaseshan, Russel Philip Kingshott and Alisha Stein

Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational…

2810

Abstract

Purpose

Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering their own readiness to use SST. To date, there has been no systematic attempt to develop a valid scale of firm SST readiness and assess its influence on firm performance. The purpose of this paper is to present and validate a multidimensional firm SST readiness scale.

Design/methodology/approach

A series of studies was conducted for the development and validation of the firm SST readiness scale. Study 1 included generating items from semi-structured interviews with managers and an extensive literature review. Study 2 comprised item reduction and identifying the dimensionality of the scale through exploratory factor analysis (n=177 participants from service organizations). The reliability and validity of the scale were tested in Study 3 by performing confirmatory factor analysis using data obtained from managers of service organizations in the USA (n=257). Study 4 measured the predictive validity of the firm SST readiness instrument using several structural models.

Findings

This paper proposes a new multidimensional construct labelled “firm SST readiness”, consisting of four dimensions: managerial acquiescence, customer alignment, employee engagement, and channel integration. The predictive validity of the new scale on two key firm outcome variables: customer value and firm performance is also demonstrated.

Originality/value

This is the first study to provide a comprehensive, psychometrically sound, and operationally valid measure of firm SST readiness.

Details

Journal of Service Management, vol. 26 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 1 January 1954

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Abstract

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Details

Aslib Proceedings, vol. 6 no. 1
Type: Research Article
ISSN: 0001-253X

Article
Publication date: 27 August 2019

Jin Su, Kittichai (Tu) Watchravesringkan, Jianheng Zhou and Maria Gil

The purpose of this paper is to understand US and Chinese young Millennials’ perceptions of and consumption behaviour towards sustainable apparel products.

5304

Abstract

Purpose

The purpose of this paper is to understand US and Chinese young Millennials’ perceptions of and consumption behaviour towards sustainable apparel products.

Design/methodology/approach

Quantitative research was conducted, and empirical data were collected from 590 US college students and 379 Chinese college students.

Findings

For both US and Chinese young Millennials, this study provides consistent empirical results of the positive and significant effects of young Millennials’ apparel sustainability knowledge and personal values on consumer attitude towards sustainable clothing, which in turn positively and strongly impacts purchase intention. In addition, a cross-cultural comparative analysis reveals similarities and differences regarding apparel sustainability knowledge and values between young Millennial consumers in the US and China.

Originality/value

The scale of environmental and social impacts from global apparel production and consumption makes sustainability increasingly important in the contemporary business environment. Young Millennials in the US and China represent large and influential consumer segments for sustainable consumption. This study contributes to the literature by surveying young Millennials in the US (developed market) and China (emerging market) in a cross-cultural context. The study offers insights into the global apparel industry in developing strategies for expanding sustainable apparel markets in the US and China.

Details

International Journal of Retail & Distribution Management, vol. 47 no. 11
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 14 April 2020

Chinho Lin, Yu-Wen Chiu, Wen-Chieh Chen and Shu-Fang Ting

The aim of this article is to construct a performance evaluation framework that can be employed in companies to enhance their business operations and strengthen their…

Abstract

Purpose

The aim of this article is to construct a performance evaluation framework that can be employed in companies to enhance their business operations and strengthen their financial advantage in the current environment. To validate the approach, a case example has been included to assess the practicality and validity of this approach when applied in a real environment.

Design/methodology/approach

This study focuses on an important part of the strategic planning process: internal scrutiny and environmental (external) scanning, in which an evaluation of company performance is divided into two stages by using network DEA and the cross-efficiency approach. In addition, this article employs Miles and Snow's typology for classifying the strategies used by companies.

Findings

The analytical results show that the proposed framework can be useful for companies seeking to evaluate which strategies may be the most appropriate, based on Miles and Snow's typology, to effectively reallocate limited resources.

Research limitations/implications

The evaluation in this study only uses financial data and does not take other nonfinancial indicators into consideration.

Originality/value

This research provides value by classifying each company included in the study in terms of its capability and financial efficiency according to Miles and Snow's system of strategy classification. Second, an internal and external performance measuring framework is constructed. Finally, some propositions for top management are provided by analyzing the financial advantages of using a performance evaluation framework that can help top management make decisions more objectively.

Details

Industrial Management & Data Systems, vol. 120 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 11 November 2021

Elaine Quintana Borazon, Yi-Chun Huang and Jen-Ming Liu

Green sustainability has become a critical challenge for businesses to execute green supply chain management (GSCM). Most of the literature on GSCM emphasizes regulations…

Abstract

Purpose

Green sustainability has become a critical challenge for businesses to execute green supply chain management (GSCM). Most of the literature on GSCM emphasizes regulations as drivers and few pieces of research are conducted from an internal organizational culture view. This study aims to use the cultural perspective of market orientation (MO) and draws on both the natural resource-based view (NRBV) and dynamic capability view (DCV) to explore the relationships among green market orientation (GMO), GSCM capability and organizational performance.

Design/methodology/approach

A total of 1,000 survey questionnaires were distributed to the Taiwanese electronics industry and 207 valid questionnaires were collected. Data was analyzed using structural equation modeling.

Findings

The results show that GMOs have a significant positive impact on GSCM capability, environmental performance and economic performance. Moreover, GSCM capability is positively related to environmental and economic performance. The results also show that GMOs have a significant indirect influence on environmental performance and economic performance through GSCM capability.

Practical implications

The findings of this study suggest how Taiwan’s electrical and electronic manufacturers, while faced with pressure from competitors, customers and regulations (i.e. waste electrical and electronic equipment directive, Restriction of Hazardous Substances Directive and energy-using products directives), should efficiently and effectively implement GMO and enhance GSCM capability to improve organizational performance.

Originality/value

This study fills up the gap between MO and performance indistinct relationships. It has also integrated two perspectives, namely, NRBV and DCV, to explain GSCM capability as a mediator between GMO and organizational performance relationship and to examine the relationships among GMO, GSCM capability and organizational performance.

Article
Publication date: 26 October 2020

Shpresim Domi and Fabjola Domi

The purpose of this paper is to examine the interplay of skill-enhancing human resources practices, customer orientation (CO) and tourism small- and medium-sized…

Abstract

Purpose

The purpose of this paper is to examine the interplay of skill-enhancing human resources practices, customer orientation (CO) and tourism small- and medium-sized enterprises (SMEs) performance indicators.

Design/methodology/approach

Data for 194 valid cases are gathered through face-to-face techniques in Albanian tourism SMEs. Structural equation modeling is implemented to analyze data and test the hypothesis proposed.

Findings

Overall, both skill-enhancing human resources (HR) practices (i.e. recruitment/selection and training) are not associated with SMEs performance. Results suggest that using HR selection/recruitment practices are not associated to SME’s CO. Contrary, implementing skill-enhancing HR training practices is significant for SMEs strategy to focus and address customers’ wants and needs. Finally, it was found that the CO mediates the relationship between skill-enhancing HR training practices and performance, but this was not true on the skill-enhancing HR recruitment/selection practices-performance relationship.

Originality/value

This study makes contributions by further informing the debate about the direct and indirect link between skill-enhancing HR practices and performance. Additionally, it examines the precise role of the skill-enhancing HR practice on SMEs’ culture and or strategy to create value for customers.

Details

European Journal of Training and Development, vol. 45 no. 8/9
Type: Research Article
ISSN: 2046-9012

Keywords

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