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This study aims to develop a conceptual model of service climate in hospitality, which tests its relationship with psychological capital (PsyCap), quality of work life (QWL) and turnover intention.

Data were collected among hotel employees by using an intercept approach and Qualtrics online survey system. Structural equation modeling examined the hypothesized relationships among the constructs in the conceptual model.

Service climate showed a positive relationship with PsyCap and QWL, and PsyCap partially mediated this relationship. Employees’ level of PsyCap had a powerful impact on QWL. Specifically, employee QWL was a critical mediator (full mediation) between service climate and turnover intention. Finally, PsyCap and QWL showed combined mediating effects between service climate and turnover intention.

This study extends the service climate literature in hospitality by offering a new conceptual model representing employees’ perceptions of service climate that influence their willingness to leave the organization with the mediating effects of PsyCap and QWL based on the theory of work adjustment.

The theory of work adjustment provides a deeper understanding of how employees’ perception of service climate affects their turnover intention in hospitality, based on a sample of hotel employees.

This study demonstrates the importance of service climate in understanding the turnover intention of hotel employees.

With the ever-increasing adoption of technology and automation radically changing the nature of service delivery, the purpose of this paper is to explore the role of human touch, introducing hospitable service as an enhancement for value creation in service organizations.

Drawing on management, social sciences and hospitality literatures, a four-configuration model is presented to illustrate dimensions which arise from the confluence of different degrees of relationship orientation – shared mental models held by the host organization (self- or other-oriented), and guests’ service preferences (transactional or relational).

A theoretically grounded model of configurations resulting from variations on three key dimensions is offered. These are: employee organization relationships – social exchange processes governing the interactions between employees and their employers; HRM systems – internally consistent combinations of HR practices; and tech-touch trade-off – prioritization of technology vs employees to deliver services.

Embedding hospitable service as a construct to support the leveraging of human touch in service organizations opens up new research opportunities including avenues to further conceptualize the nature and dimensions of hospitable service. Future research that supports further understanding about the role of human touch and value creation in service organizations is proposed.

Through the value-enhancing capability of human in the service encounter, firms can be enabled to accurately position themselves in one of the four relational configurations on offer and then identify opportunities for managers to leverage human touch to combat the diminishing role of the human touch in a technology-ubiquitous service context.

This is among the first papers to explore the influence of technology on the degree of human touch in the interface between hospitality employee and customer, and to develop a configuration model through which researchers and practitioners can operate during this declining era of human to human service interactions.

This study sought to understand how having a calling influenced engagement, work–life balance and career satisfaction for Professional Golfers Association of America (PGA) and Golf Course Superintendent of America (GCSA) professionals.

A conceptual model was used to examine callings among golf course supervisors and its impact on their engagement, work–life balance and career satisfaction. This study also explored the moderation effect of employees’ generalized or specialized role on the calling–engagement relationship. Surveys were collected from a single golf management company and partial least squares structural equation modeling (PLS-SEM) was used for data analysis.

The results revealed significant relationships among all of the variables, with the exception of the impact of having a calling on work–life balance. Additionally, the more having a calling increased, the more important it was for supervisors to have specialized roles to increase their engagement.

This study identifies important differences in factors that promote career satisfaction for golf course supervisors and extends current understanding of role theory.

This paper aims to understand the relationships among calling, employee engagement, work-life balance and life satisfaction for executive chefs based on role theory and spillover theory.

Surveys were completed by members of the American Culinary Federation in North America, the Nevada Restaurant Association and attendees at the ChefConnect Annual Conference. The data were analysed with confirmatory factor analysis and structural equation modelling.

All relationships in the model were significantly positive except for calling to life satisfaction. Importantly work-life balance was a significant mediator between calling and life satisfaction as well as for employee engagement and life satisfaction.

The research provides a more comprehensive framework for hospitality scholars to understand the outcomes of work as a calling through meaningfulness. The sample of executive chef limits generalizability.

The identification of a calling through in-depth interviews is recommended. Once recognized, managers should further foster chef’s passion through employee engagement facilitated by workplace autonomy and continuing education and work-life balance supported with human resource management practices including time off for critical life events. This will allow calling to flourish, increase life satisfaction and reduce the likelihood of turnover and burnout.

Outcomes reveal the complexity of the relationship between calling and life satisfaction. Contrary to previous findings, the presence of positive work-life balance was critical to attain life satisfaction, even when work was viewed as a calling.

The purpose of this paper is to explore whether authentic leadership in hospitality is composed of four distinctive but related substantive components (i.e. self-awareness, relational transparency, balanced processing, and internalized moral); the impact of authentic leadership on employees’ organizational commitment (OC); the impact of employees’ OC on their turnover intention (TI); and the indirect effect of authentic leadership on employees’ TI via OC.

The authors tested a sample of 236 students working as employees in hospitality in the USA, on the idea that authentic leadership increases OC which in turn decreases TI. The participants were asked to rate the manager’s leadership style and the frequency of their leadership behavior.

Results of structural equation modeling provide support for the positive effect of authentic leadership on OC in the hospitality industry, and suggest that OC mediates reduced TI.

The findings in the present study are extremely useful to managers, human resource managers, and organizations as a whole. Practitioners looking to increase employee OC and decrease TI can do so by augmenting the authentic leadership qualities of managers.

The results of this study suggests a variety of significant theoretical contributions as well as critical leadership and organizational implications. The effects of authentic leadership were empirically tested on employees’ OC and the effects of that OC on TI.

The purpose of this paper is to explore whether authentic leadership in hospitality is composed of four distinctive but related substantive components (i.e. self-awareness, relational transparency, balanced processing, and internalized moral), the impact of authentic leadership on employees’ organizational commitment (OC), the impact of employees’ OC on their turnover intention (TI), and the indirect effect of authentic leadership on employees’ TI via OC.

The authors tested a sample of 236 students working as employees in hospitality in the USA, with the idea that authentic leadership increases OC which in turn decreases TI. The participants were asked to rate the manager’s leadership style and the frequency of their leadership behavior.

Results provide support for the positive effect of authentic leadership on OC in the hospitality industry, and suggest that OC mediates reduced TI.

The results of the study suggest a variety of significant theoretical contributions and critical leadership and organizational implications. The effects of authentic leadership were empirically tested on employees’ OC and the effects of that OC on TI.