Search results

This study aims to quantify the associations among employee’s communication skills (language ability, body language and personal appearance), restaurant image and tourist behaviour.

A survey instrument is used to examine the relationships in the proposed model by using structural equation modelling (SEM) technique. The collected primary data (n = 153) are analysed to test the relationship between exogenous and endogenous constructs expressed in the proposed structural model.

The results revealed that language ability, body language and personal appearance impacted restaurant image, which, in turn, affected tourist behaviour.

This study will contribute a better understanding towards employee’s communication skills in Aqaba city resorts and restaurants.

This study is considered the first in the region that links the tourist image of a restaurant with its employee’s skills and its impact on tourists’ behaviour.

Knowledge sharing becomes crucial in today’s competitive world to foster organizational performance. This paper aims to explore which employee characteristics facilitate knowledge sharing in the organizations and to examine the dimensions of these characteristics.

Opinion-based questionnaires among employees in Czech companies were applied. The research design in this study was cross-sectional. The hypotheses were tested by Pearson’s correlations and regression analyses.

The findings support the idea that specific individual employee characteristics increase knowledge sharing in the organization. Four categories of potentially appropriate employee individual characteristics were suggested: social and communication skills; positive work feelings; competences for problem-solving; and employee’s self-efficacy. However, only employee’s positive work feelings and self-efficacy significantly predicted the extent of knowledge sharing in the organization.

The findings offer a basis for future research. The results of the study can be used in recruiting new employees and managerial decision-making. The recruitment methods and the selection methods deployed should enable the firm to attract those whose values are in harmony with the organization’s values. Managers should build a work environment that promotes greater and more trusting ties among employees via organizing social activities for employees, a supervisor’s acceptance of an employee’s autonomy and responsibility and increasing employees’ confidence in their abilities.

This is one of the first studies to investigate dimensions of employee knowledge-oriented characteristics. It supports the idea that some individual employee characteristics boost spontaneous knowledge sharing behaviour.

The study aims to explore the themes responsible for employee orientation and further their role in building strong customer relationships in telecom and organized retail outlets in emerging markets.

Employing the qualitative approach, a total of 31 in-depth interviews with customer relationship management (CRM) officers of telecom and organized outlets were carried out. Data were analysed using NVIVO-12 plus and ATLAS tools.

The analysis extracted 13 unique themes namely training and development, communication skills, convincing skills, interpersonal skills, knowledge management, grievance handling, organisation's culture development, service climate, adaptive behaviour, customer retention skills, customer profiling, trust and commitment, and suitability of employees. The results claimed that these themes can assist in building strong customer relationships. However, the extent of the significance of themes may vary for telecom and organized retail outlets.

The findings have vital implications for frontline employees to drive customer value as they directly involve with customers. Findings further suggest that hiring of employees according to their location and catchment area of outlets are utmost important.

Employee orientation is an indispensable determinant in building a sustainable relationship with customers through uniqueness and consistency in meeting customers' expectations. This is a first attempt to explore the various unique themes responsible for employee orientation and the imperative role of such themes in maintaining long-lasting customer relationships.

This study aims to investigate the drivers that motivate employees and guests' hotel service participation to understand how that can influence the implementation of Value Co-Creation (VCC) in sub-Saharan African context.

Using an interpretive paradigm, the study draws on 32 in-depth interviews, 6 focus group discussions involving 32 participants and participant observation field notes. Data were analysed using thematic analysis.

The study unravels nine motives that drive employee–guest VCC participation: passion, relationship, belongingness, shared and enhanced experiences, satisfaction, reputation development, openness, communication and rewards.

This exploratory, cross-sectional study was undertaken in hotels within sub-Saharan Africa. Thus, findings cannot be generalised. However, it provides an opportunity for future quantitative approaches within different contexts involving other stakeholders.

Considering the numerous challenges from COVID-19 pandemic on the service industry, hotel managers might want to use the findings to not only formulate policies that support employee–guest co-creation for service improvement and survival but also introduce enhanced innovative service practices that deliver on employee and guest service expectations for retention. The findings encourage hotel managers to identify employee and guest context-specific motivations to be able to match with value-driven service activities, aimed at attracting positive behaviours to better respond to the numerous COVID-19-related challenges.

This work adds to the VCC literature by investigating the collective and individual drivers at the employee and guest dyadic level within sub-Saharan African hotel context. The authors propose a comprehensive model to guide the successful implementation of employee–guest VCC.

Maintaining a comfortable physical environment in the workplace is claimed to be vital as it will create a “healthier” building with optimum environmental conditions, which enable employees to be healthier and have a lower absenteeism rate, and hence be more productive. Thus, the purpose of this paper is to deal with the importance of physical environment comfort in the office workplace. Evaluation was made of the office workers’ performance that is mainly affected by levels of comfort in the office.

Three selected case studies were evaluated based on aspects of employees’ comfort, perceived health and absenteeism rate, by considering the elements of physical comfort that consist of room temperature, relative humidity and luminance level. The selected case studies were the Department of Development and Estate Maintenance of three research universities in Malaysia. Field studies were carried out using hygrometers and lux meters in measuring the said elements as well as post-occupancy evaluation, which involved 30 respondents for each case (total 90 respondents), to determine their perception of comfort and its effect on their health and absenteeism rate. Data collected were analysed using Statistical Package for the Social Sciences.

The results suggest that employees did not find luminance level uncomfortable, when compared with room temperature, thus proving that employees are more sensitive to room temperature comfort. Furthermore, when the room temperature comfort was low, significant correlations were found with health-related issues such as feeling “stuffy”, being easily tired and having difficulty concentrating.

This paper investigates the relationship between employee performance and a comfortable workplace environment. It could be concluded that an uncomfortable environment in an office workplace leads to health-related issues as well as increasing the absenteeism rate. High levels of employee absenteeism lead to decreased employee productivity, therefore affecting their work performance.

The purpose of this paper is to present some of the foundational characteristics of the effective delegation of authority. Taken from a broad array of research and opinion, the fundamental aspects are given clear exposition.

Addressed in this paper are several areas that establish the basis for effective delegation to include the psychology of delegation, potential benefits, delegation and high performance human resource management practices, and fears of actually delegating authority.

Findings are grounded on actual practices which have been researched. There is a “science” to manager delegation of authority, and the critical information about how to delegate is presented.

This work gives shape to the actions that help to create effective delegation. There are many benefits that accrue from effective delegation, and these benefits are often under-represented.

The purpose of this study is to investigate whether complaint behavior intentions and expectations of service recovery based on the justice theory are different among customers from collectivistic versus individualistic cultures. A secondary purpose is to find which service recovery strategies are appropriate for different culture-based complaint behavior intentions.

A survey was conducted at universities, and the survey population consisted of college students, who are known to be frequent users of fast-food restaurants. A total of 304 usable questionnaires were collected. Confirmatory factor analysis was conducted to verify the validity of the items, Cronbach’s alpha coefficients were used to examine the internal consistency of the factors, and an independent sample t-test was used to analyze differences in complaint behavior intentions and expectations of service recovery efforts in terms of cultural difference.

The results of this study indicated that South Koreans revealed more voice complaint behavior intentions than Americans did. However, there were no significant differences in expectations of service recovery efforts between them. Second, American customers who indicated voice and private complaint behavior intentions expected distributive, procedural and interpersonal justice in complaint-handling procedures. South Korean customers who indicated voice complaint behavior intentions expected distributive and procedural justice, and South Korean customers who indicated private complaint behavior intentions anticipated interactional justice in complaint-handling procedures.

Understanding customers’ complaint behavior intentions and expectations of service recovery based on the justice theory and cultural differences will suggest practical implications to hospitality industry managers for effective service quality management.

Understanding customers’ complaint behavior intentions and expectations of service recovery based on the justice theory and cultural differences will suggest practical implications to hospitality industry managers for effective service quality management.

There is limited empirical research that investigates issues related to strategy and its execution in facility management (FM) business especially in Thailand. Thus, the purpose of this study is to examine the factors influencing the execution of the strategy of FM companies located in Thailand from employees’ perspective.

This study used a qualitative research approach. Five FM companies, both foreign and Thai firms, were selected as case studies in this research because of information accessibility and their leading position and reputation in the FM industry in Thailand. The interviews were conducted with the companies’ Chief Executive Officers (CEOs), directors, managers, officers, engineers, technicians and administrators.

The findings indicate that communication, training and development, as well as reward and recognition, are the three main and critical factors in executing the company’s strategy from the employees’ perspective in the FM business.

This study suggests that strategy execution should be built upon a long-term relationship with employees, and company management should recognize the employees’ contribution to the company. Management should also raise employees’ knowledge and understanding of the execution of the company strategy.

This paper provides an enhanced understanding of employees’ perspective toward strategy execution in the FM business. It offers a basis for further study of human resources practices in the context of the FM business.

The purpose of this research is to explore the employer and employee perspectives about the employability skills of skilful jobs. The research is conducted in a developing country (Palestine) which has a high percentage of university graduates, high unemployment rate and intense job competition. This paper defines skilful jobs as those that require employees who have attended a college or university and have completed a two-year diploma or a four-year degree.

This research integrates the components of discussion with local experts in the skilled labour market, primary data from employers (N = 415) and primary data from employees (N = 880). Binary logistic regression is used to measure the relationship between the dependent variable (likelihood of hire or not hire) and independent variables (job applicants' hard and soft skills).

The results from both employer and employee data revealed that the previous work experience, computer skills, professional certifications and high grade point average have significant impact on hiring and recruitment in the skilful jobs. In addition to these, the employers seek applicants who have communication skills. However, the employees consider personal relationship with employers to be a highly significant factor in accepting job offers.

To increase their likelihood of obtaining a skilful job, and then sustaining it, the job seekers should hone their soft skills and acquire professional certifications. The universities should adapt their curriculum to match these skills and move their focus from disciplinary knowledge to competencies. The public policy makers should design awareness and capacity building programmes that will facilitate the recent graduates' integration into the labour market. The empirical model in this study shows that previous work experience is the most important recruitment factor for employers – accordingly, creating internships and apprenticeship opportunities would be its clear policy implication.

The study contributes to the literature by providing a parsimonious employability model of skilful jobs, which fits as much as possible the perspectives of the employers and employees about the employability skills in a developing country.

The purpose of this paper is to investigate the moderating effect of employee emotional intelligence on the relationship of intra‐department communications and employee's reaction to organizational change in China.

Based on the literatures in organizational change, organizational communications and emotional intelligence, the authors derived three hypotheses which were tested with data collected in a large state‐owned enterprise (SOE) in the telecommunication industry. Factor analysis and regression analysis were combined for the hypothesis tests.

It was found that intra‐department communications positively influenced employee's reaction to organizational change with employees' emotional intelligence moderating the relationship. When employee's emotional intelligence is higher, intra‐department communication has greater positive effect on employee's reaction to change.

With the adopted western measurement scales, this study was unable to reveal the Chinese contextual aspect of organizational communications. As the data were self‐reported, they may have common source deviation.

To foster and maintain employees' positive reactions to change, managers and organizations may consider developing strategies to improve employees' emotional intelligence, so as to embrace future changes.

This is an initial effort in examining the joint effect of intra‐department communications and employee's emotional intelligence on employee's reaction to organizational change. It may lead to additional research on organizational change management.