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Article
Publication date: 10 July 2017

Seonjeong (Ally) Lee, Haemoon Oh and Cathy H.C. Hsu

Building upon previous research on country-of-origin. This study aims to investigate whether the effects of country-of-origin extend to the hotel industry, based on associative…

3649

Abstract

Purpose

Building upon previous research on country-of-origin. This study aims to investigate whether the effects of country-of-origin extend to the hotel industry, based on associative network and signaling theories.

Design/methodology/approach

Based on a self-administered survey with tourists in China, this paper investigates antecedents and outcomes of hotel brand image and the moderating role of a hotel’s brand origin.

Findings

Results reveal country, city and industry images positively influence hotel brand image. Hotel brand image then influences price perception, quality perception and overall satisfaction.

Practical implications

Country-of-operation image remains a relevant, powerful predictor of brand image; thus, hotels need to carefully manage country-of-operation image.

Originality/value

This paper incorporates and establishes the role of country-of-operation image on hotel brand image.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 January 2017

Cathy H.C. Hsu, Honggen Xiao and Nan Chen

The purpose of this paper is to synthesize and evaluate research on hospitality and tourism education in the past ten years (2005-2014) and to suggest directions for future…

2104

Abstract

Purpose

The purpose of this paper is to synthesize and evaluate research on hospitality and tourism education in the past ten years (2005-2014) and to suggest directions for future inquiries.

Design/methodology/approach

From 13 hospitality and tourism journals, 644 full-length articles were reviewed. A multi-stage process was used to code and analyze each article by two analysts independently to ensure objectivity and accuracy. Two more researchers were involved in discussion to resolve differences in coding.

Findings

The analysis resulted in five distinctive meta-themes, grounded within 30 sub-themes. Observations are made in terms of teaching and learning, student development, curricula and programs, education environment and faculty development. Areas requiring further scholarly attention under each theme were identified.

Research limitations/implications

This review provides an important reflection of the scholarly activities over the past decade on hospitality and tourism education, summarizes the current knowledge on various relevant concepts and offers avenues for future education research.

Practical implications

This review provides a one-stop information source for education and industry practitioners engaged in human capital, professional and executive development practices.

Originality/value

Operating under the dynamic industry and changing higher education environment, it is timely to conduct a comprehensive evaluation of recent education research to assess whether these activities address the challenges faced.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 May 2020

Andy Xiaofeng Liu, Cathy H.C. Hsu and Daisy X.F. Fan

This study aims to examine the mechanism of how hotel executive brand identity influences physical facility quality, customer-based brand equity (CBBE) and employee-based brand…

1868

Abstract

Purpose

This study aims to examine the mechanism of how hotel executive brand identity influences physical facility quality, customer-based brand equity (CBBE) and employee-based brand equity (EBBE).

Design/methodology/approach

The study introduces a multilevel model and collects 925 executive and 1,978 employee responses from 62 upscale hotels in China.

Findings

Executive brand identity positively affects employee brand internalization, which leads to positive EBBE. Meanwhile, executive brand identity positively influences the physical facility quality, which leads to positive CBBE.

Originality/value

This study considers the tangible (physical facilities) and intangible (employees) elements of hotel services to comprehensively investigate the brand equity formation. By applying multilevel structural equation modeling, the study examines the bidirectional relationship between organizations and employees in the brand value transformation process.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 April 2018

Minglong Li and Cathy H.C. Hsu

This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the…

2676

Abstract

Purpose

This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee innovative behavior and then tested the hypotheses in a restaurant context.

Design/methodology/approach

A total of 514 valid questionnaires were collected from frontline employees or entry-level managers in 25 well-known restaurants (including 14 hotels and 11 freestanding restaurants) in Beijing, China. The relationships among customer participation, interpersonal trust and employee innovative behavior were examined using structural models analyzed in AMOS 20.0.

Findings

The structural equation modeling results indicate that customers’ information and emotional participation in services significantly influence the innovative behavior of employees, whereas behavioral participation does not. In addition, a high level of interpersonal trust between customers and employees may increase employee innovative behaviors. Moreover, unlike cognitive trust, affective trust mediates the relationship between customer information or emotional participation and employee innovative behavior.

Practical implications

Findings indicate that service firms can encourage customers to participate actively in service co-creation; their participation in terms of information is encouraged to foster employee innovative behaviors by training employees and establishing an appropriate climate for information exchange. Moreover, service firms must pay attention to the emotions of customers during the service processes. Furthermore, the affective trust between customers and employees is significant to service firms, which need to take measures for employees to manage their relationships with customers well.

Originality/value

Based on the concepts of service marketing and organizational behavior, this study contributes to the research on customer–employee co-production and employee innovative behavior from an interdisciplinary perspective. The study reveals the influencing mechanism of customer participation on employee innovative behavior and contributes to the research on customer–employee interpersonal trust. Previous studies emphasized the importance of trust among work group members in innovation, while this study supports the association between customer–employee interpersonal trust and employee innovative behaviors.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 12 December 2016

Minglong Li and Cathy H.C. Hsu

This study aims to conduct a comprehensive review of the literature on employee innovative behavior (EIB) in services. Based on the review, the conceptualization and…

4822

Abstract

Purpose

This study aims to conduct a comprehensive review of the literature on employee innovative behavior (EIB) in services. Based on the review, the conceptualization and operationalization of EIB are summarized, and the relationships between job characteristics and EIB are revealed.

Design/methodology/approach

Altogether, 143 papers examining EIB in services published in 56 journals, including top management and hospitality journals, during the period of 1995-2014 were reviewed.

Findings

Three approaches to examine EIB in services have been identified. The concept of EIB based on the reviewed papers is summarized. In addition, antecedents and consequences of EIB are reviewed. In particular, the role of job characteristics in EIB is discussed.

Practical implications

This study provides practitioners with a “one-stop” paper to enhance their understanding of the relationship among EIB, job characteristics and other relevant concepts. Implications for hospitality firms on stimulating the innovative behaviors of employees are also provided.

Originality/value

Owing to the particularity and importance of EIB in services, this review summarizes the current knowledge on this concept and its antecedents and provides directions for future research, especially on the relationship between job characteristics and EIB.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 12 June 2017

Karin Weber, Beverley Sparks and Cathy H.C. Hsu

This study aims to analyze the joint effects of where a service failure occurs and who witnesses it, with a specific focus on Chinese consumers who have varying levels of…

1582

Abstract

Purpose

This study aims to analyze the joint effects of where a service failure occurs and who witnesses it, with a specific focus on Chinese consumers who have varying levels of acculturation.

Design/methodology/approach

A 4 × 2 × 2 between-subject factorial design was used, where social presence and the location of the service failure were manipulated and acculturation was measured. Data were collected in Australia and China to contrast perceptions and behavioral responses of Chinese – Australians and Mainland Chinese by drawing on samples of 224 and 264 respondents, respectively.

Findings

Results showed significant differences in face, satisfaction and repeat purchase intention ratings following a service failure between Chinese – Australians and Mainland Chinese, as well as among Chinese – Australians with different acculturation strategies. Contrary to expectations, results established that where and with whom a service failure is experienced prominently affect consumer behavior regardless of the acculturation level.

Practical implications

An understanding of the effect of acculturation on a service failure situation is crucial for businesses to successfully compete in a continuously globalized world where migration produces multicultural societies and short-term travel tends to significantly change demands on service provision.

Originality/value

This research presents one of the first studies that go beyond the traditional East/West consumer distinction in studying service failure. This study analyzes the effect of acculturation by itself and together with other variables of interest.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 May 2016

Eric S.W. Chan and Cathy H.C. Hsu

The purpose of this paper is to review and synthesise 149 hospitality-related studies published in the past two decades pertaining to environmental management (EM). The review was…

7821

Abstract

Purpose

The purpose of this paper is to review and synthesise 149 hospitality-related studies published in the past two decades pertaining to environmental management (EM). The review was divided into three main stages: 1993-1999, 2000-2009 and 2010-2014 and provided future research directions.

Design/methodology/approach

The study sample consisted of articles published between 1993 and 2014 in four leading hospitality journals. The four journals chosen were the International Journal of Hospitality Management, Cornell Hospitality Quarterly, International Journal of Contemporary Hospitality Management and Journal of Hospitality and Tourism Research. The title, abstract and the content, as needed, of all EM-related full-length articles from these four journals were content analysed. Editors’ notes, book reviews, industry news, conference papers and research notes were excluded from this paper.

Findings

EM research in the hospitality industry during the first two stages focused on the development of environmental policies and practices, green consumerism, managers’ environmental attitudes, indoor air quality and smoke-free environments, sustainable development, environmental performance, environmental cost control and environmental management systems (EMSs). During the third stage from 2010 to 2014, topics about environmental benchmarking and indicators have surfaced. Notwithstanding this, EM in the environmental reporting, and green marketing have been pursued less enthusiastically.

Research limitations/implications

Compared with the mainstream management literature and considering the future development of EM, hospitality scholars are encouraged to extend their research to include green marketing, environmental technologies, environmental reporting, carbon footprint, employees’ green behaviour, the effects of EM on hospitality firms’ stakeholders and small- and medium-sized hospitality firms. In addition, more effort should be spent on developing hospitality-specific theories for EM.

Originality/value

Little has been done to determine the main research agendas in hospitality EM. A review of recent research on this topic provides an inventory of existing knowledge and points out areas requiring further knowledge exploration.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 17 July 2019

Basak Denizci Guillet, Anna Pavesi, Cathy H.C. Hsu and Karin Weber

The purpose of this study is to examine and discuss whether women executives in the hospitality industry in Hong Kong adopt a feminine, masculine or gender-neutral approach to…

2365

Abstract

Purpose

The purpose of this study is to examine and discuss whether women executives in the hospitality industry in Hong Kong adopt a feminine, masculine or gender-neutral approach to leadership.

Design/methodology/approach

This study focuses on women with positional power in senior-level leadership roles within the hospitality and tourism industry in Hong Kong. A qualitative approach was taken to capture the multiple dimensions of these female executive’s leadership orientations. The participants included 24 women executives.

Findings

Participants’ representations show that women have a multitude of leadership styles that operate on three continua. Not all women executives display leadership orientations that adhere to their indigenous culture values. Individual differences or differences related to the organizational culture are still relevant.

Research limitations/implications

A low number of women in leadership positions in Hong Kong limited the selection process of participants. There might be a selection bias based on that the participants volunteered to participate in the research study and some declined. Findings are based on participants’ memory to reflect on their leadership styles.

Originality/value

Because of the traditional and conventional definitions of leadership, women leaders might feel that they should behave in a masculine way to be taken seriously as a leader. There is a need to understand whether women executives today manage to defeat these stereotypes and comfortably display a feminine approach to leadership. A culture that values and leverages feminine approaches in addition to masculine approaches is likely to have higher engagement and retention of women.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 October 2005

Rob Law and Cathy H.C. Hsu

Hotels at present have largely adopted e‐commerce to achieve different business goals. The existing hospitality literature, however, rarely investigates the importance of specific…

10237

Abstract

Purpose

Hotels at present have largely adopted e‐commerce to achieve different business goals. The existing hospitality literature, however, rarely investigates the importance of specific dimensions and attributes of hotel web sites from the perspective of web site users. In other words, what should be included on their branded hotel web sites remains unknown to hotel managers. This paper aims to report an exploratory study that investigated the perceived importance of dimensions and attributes on hotel web sites from the perspective of travellers.

Design/methodology/approach

Through personal interviews with 304 travellers who had previously visited hotel web sites in the past year, the extent to which various hotel web site dimensions and attributes were perceived as important was examined.

Findings

Empirical results indicated that respondents viewed reservation information as the most important dimension, and room rates as the most important attribute. In addition, respondents viewed that the included dimensions and attributes were more important on web sites of up‐scale hotels than on web sites of economy hotels.

Research limitations/implications

A limitation of this research is the non‐random sample used.

Originality/value

Findings of this study would benefit hotel managers in better understanding of the preferences of their customers on specific hotel web site dimensions and attributes, and assist hotel managers with the allocation of their efforts on e‐commerce development accordingly.

Details

International Journal of Contemporary Hospitality Management, vol. 17 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 13 April 2012

Cathy H.C. Hsu, Zhaoping (George) Liu and Songshan (Sam) Huang

This study aims to discover how the patterns and effects of managerial ties differ among state‐owned, domestic private, and foreign firms.

3003

Abstract

Purpose

This study aims to discover how the patterns and effects of managerial ties differ among state‐owned, domestic private, and foreign firms.

Design/methodology/approach

Data were collected through in‐depth interviews with 15 top executives of economy hotel chains headquartered in five cities in China. The typical qualitative data analysis procedures, such as voice‐recording, transcribing, coding, and pattern‐matching, were strictly followed.

Findings

Results indicate that managers in firms of different ownership types use different network tie combinations and differ in the extent to which they can benefit from managerial ties. For example, entrepreneurs in state‐owned enterprises thought strong ties were more important than weak ties and political ties were more important than business ties, while those in domestic private firms and firms founded by Chinese using foreign funding benefited more from business ties.

Originality/value

The study contributes to both entrepreneurship and social network theories by summarizing different patterns of managerial ties and exploring the rationales for the variance. It also provides evidence for understanding the important roles played by executives' network ties in the entrepreneurial processes. Entrepreneurs in the Chinese hospitality industry may use the findings to direct organization resources to more productive managerial ties and manage their network ties efficiently in the dynamic environment of a transitional economy.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

1 – 10 of 35