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1 – 10 of over 22000
Article
Publication date: 2 June 2022

Lindsey Lee, Sandra Sun-Ah Ponting, Ankita Ghosh and Hyounae (Kelly) Min

This study aims to provide important insights in advancing the hospitality workforce by exploring the dimensions of calling. By identifying significant calling dimensions among…

Abstract

Purpose

This study aims to provide important insights in advancing the hospitality workforce by exploring the dimensions of calling. By identifying significant calling dimensions among hospitality employees, the study is guided by work as calling theory by also examining the mediating role of employees’ professional identity on intention to leave the industry.

Design/methodology/approach

This study used an exploratory mixed-methods approach. Study 1 included an online qualitative survey to explore the significant dimensions of calling among hospitality employees. Study 2 measured the significance of hospitality calling dimensions on intention to leave the industry, mediated by professional identity.

Findings

Study 1 identified transcendent summons, passion and purposeful life as significant dimensions of hospitality calling. Study 2 examined calling as a second-order construct with the aforementioned dimensions and proposed calling increases professional identity and decreases intention to leave the industry. However, professional identity did not significantly influence the intention to leave the industry.

Originality/value

This study brings value to the calling literature by exploring the calling dimensions unique to the hospitality workforce. Findings also highlight that subjective professional identity alone cannot lower employees’ intention to leave the industry. Organizational and industry support focusing on transcendent summons, passion and purposeful life are recommended.

Details

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

Keywords

Article
Publication date: 16 August 2013

Sonia Bharwani and Vinnie Jauhari

The purpose of this paper is to identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an…

10234

Abstract

Purpose

The purpose of this paper is to identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an emerging experience economy.

Design/methodology/approach

Secondary research through extensive review of relevant literature in the area of experience economy and hospitality management.

Findings

This study proposes a new construct of “Hospitality Intelligence” (HI) encompassing mainly Emotional Intelligence (comprising Interpersonal Intelligence and Intrapersonal Intelligence), Cultural Intelligence and Hospitality Experiential Intelligence dimensions.

Practical implications

Practitioners and HR professionals in the field of hospitality would find the Hospitality Intelligence construct useful in recruiting and training frontline employees, while educationists could use the findings of this study in designing curricula and pedagogical interventions for developing the right skill set for the hospitality industry.

Originality/value

This study proposes a competencies framework and develops a construct of Hospitality Intelligence required by frontline employees in the hospitality industry to elevate guest experience from a simple interaction to a memorable experience.

Details

International Journal of Contemporary Hospitality Management, vol. 25 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 14 March 2019

Dale F. Duhan, Shannon B. Rinaldo, Natalia Velikova, Tim Dodd and Brent Trela

Wine choices are not always fully understood by academic researchers or the industry. This paper aims to outline and test a theoretical model proposing that wine consumption may…

Abstract

Purpose

Wine choices are not always fully understood by academic researchers or the industry. This paper aims to outline and test a theoretical model proposing that wine consumption may be dependent on differences in consumer expertise, the hospitality situation, characteristics of the wine itself and an interaction of these variables.

Design/methodology/approach

Three empirical studies (total sample size = 356) tested these theoretical propositions. Consumers with varying levels of wine knowledge were presented with experimental vignettes showing videos of wine opening and pouring and were asked to pair wines with hospitality situations.

Findings

Study 1 found that consumers with low product knowledge were more sensitive to hospitality situations and extrinsic product attributes (closures) than were the experts. Study 2 found that wine hospitality situations fall into three predicted categories, namely, food, friends and formality, although contrary to prediction, the presence of food was the weakest predictors. Study 3 demonstrated the robustness of the three-dimensional structure of wine hospitality situations.

Practical implications

These studies provided important practical information because targeting various market segments requires the industry to know what product attributes are favored by different groups of consumers different situations.

Originality/value

Previous researchers have discussed the difficulty of measuring consumption situations. By limiting these studies to wine consumption within hospitality situations, the authors learned much about how consumers’ characteristics, product attributes and the situations interact to influence not only product assessments but also choices.

Details

International Journal of Wine Business Research, vol. 31 no. 1
Type: Research Article
ISSN: 1751-1062

Keywords

Book part
Publication date: 15 July 2009

Po-Ju Chen and Dana V. Tesone

This study identified differences of work values between two types of hospitality workforce members: hospitality industry practitioners and hospitality student/practitioners. A…

Abstract

This study identified differences of work values between two types of hospitality workforce members: hospitality industry practitioners and hospitality student/practitioners. A total of 398 nonstudent practitioners were randomly selected from various hospitality organizations to participate in this study. There were 828 student practitioners included in the data collected from a hospitality management college. Fifteen values were identified along with their hierarchical order. Three-dimensional work value structure shared by hospitality-major student/practitioners and industry practitioners were revealed. They are: General Work Values, Management Work Values, and Hospitality Work Values. The differences of the three dimensions among the four categories of student practitioners and industry practitioners were identified. Furthermore, work values were found to differ by gender. Implications are drawn for industry managers as well as educators.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84855-675-1

Book part
Publication date: 4 August 2014

Hamida Skandrani and Mariem Kamoun

The purpose of this chapter is to identify hospitality meanings among hotels employees and guests and its consequences on guests’ intention. A qualitative approach using in-depth…

Abstract

The purpose of this chapter is to identify hospitality meanings among hotels employees and guests and its consequences on guests’ intention. A qualitative approach using in-depth interviews was used for data collection. The study findings reveal that hospitality definitions range from state of mind to service management oriented. Also, hospitality conception seems to have a pentagonal structure revolving around personalization, comfort, relationship guest/host, hospitableness and warm welcoming dimensions. Besides, Mediterranean culture, satisfying and understanding guests’ needs appear to influence hospitality perceptions. Cultural sensitivity is a critical skill that may help hospitality providers in coping with guests’ cultural differences. Finally, hospitality perceptions may foster behavioral and affective loyalty.

Details

Tourists’ Perceptions and Assessments
Type: Book
ISBN: 978-1-78350-618-7

Keywords

Article
Publication date: 21 March 2016

Anthony Gatling, Jungsun (Sunny) Kim and John Milliman

The purpose of this paper is to investigate the extent to which workplace spirituality (WPS) is related to hospitality supervisors’ organizational commitment (OC) and intention to…

2987

Abstract

Purpose

The purpose of this paper is to investigate the extent to which workplace spirituality (WPS) is related to hospitality supervisors’ organizational commitment (OC) and intention to quit (ITQ), examined through the lens of self-determination theory (SDT).

Design/methodology/approach

Based on survey data collected from 190 supervisors employed by a large US hospitality organization, the relationships were examined using confirmatory factor analysis, second-order factor analysis and structural equation modeling.

Findings

The results of this study suggest that three dimensions of WPS (i.e. meaning and purpose in their work, sense of community and alignment with organizational values) are positively related to OC and negatively related to ITQ. Moreover, these supervisors’ OC fully mediates the negative relationship of WPS to ITQ.

Research limitations/implications

This study tests the validity and reliability of three WPS dimensions in the hospitality environment. It also provides a theoretical perspective through SDT for explaining how WPS impacts employee work attitudes, which can be used to guide future studies.

Practical implications

Hospitality organizations can benefit from the insights of this research into how WPS can increase the commitment and retention of supervisors, who in turn positively impact front-line workers and customer service quality delivery.

Originality/value

This study provides additional implications for SDT and offers new insights into the emerging field of WPS scholarship. While other studies have tested relationships related to involving these WPS variables, a scarcity of research has been offered in hospitality or with a theory-based explanation of these relationships.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 4 June 2020

Marilia Nunes Valença, Marcos Felipe Falcão Sobral, Telma Lúcia de Andrade Lima and Daniela de Moura Pavão Farias

This study aims to propose a new procedure called innovation radar in hospitality (IRH), which was specifically designed to measure the innovations in hotels.

Abstract

Purpose

This study aims to propose a new procedure called innovation radar in hospitality (IRH), which was specifically designed to measure the innovations in hotels.

Design/methodology/approach

Based on a systematic review, a structured questionnaire was developed with 31 questions. The questions covered 12 dimensions related to hospitality: offer, platform, solutions, customer, customer experience, value capture, processes, organization, supply chain, presence, network and brand. The developed IRH instrument allowed to identify five ordered stages of innovation in the hospitality industry: basic operational, advanced operational, basic innovator, intermediate innovator and advanced innovator. The IRH was tested in real environment in Brazilian Hotels.

Findings

The procedure proved to be stable and able to rank hotels by innovation. The IRH allocated hotels consistently into one of the five stages. By analyzing each survey hotel individually, the procedure showed no discrepancies between the individual rates and the allocated stage by IRH.

Practical implications

The IRH can be an automated and structured instrument to measure innovation by consumers, platforms, agencies, research studies and governments.

Originality/value

To the best of authors’ knowledge, this is the first structured and quantitative procedure to measure innovation in hotels. The radar was able to detect specific actions aimed at innovation that serve as a good prediction mechanism for innovation in the hospitality sector. In this context, the radar emerges as an important tool for innovation metrics in the tourism sector, offering analysis mechanisms and a way to evaluate and monitor companies.

研究目的

本论文旨在提出一种新流程, 名为酒店服务创新雷达(IRH), 其设计用来评估酒店的创新服务

研究设计/方法/途径

本论文通过系统文献综述的方法, 设计结构性问卷, 此问卷有31个问题, 其问题涉及酒店服务的12个维度:产品、平台、解决方案、顾客、顾客体验、价值获得、流程、组织、供应链、存在、网络、和品牌。本论文开发的IRH量表可以用来确认酒店服务业中五个创业阶段:基础运营、升级运营、基础创新者、中级创新者、和高级创新者。IRH在多个巴西酒店中得到了真实的测评

研究结果

IRH流程证明其是稳定的且能够评定酒店的创新级别。IRH流程将酒店体系地分在五个阶段。通过分析每个酒店, IRH流程显示酒店价格与IRH创新阶段之间并无偏差联系。

研究实际意义

IRH流程是自动结构性的量表, 用来衡量创新, 其中参考了消费者、平台、组织、研究人员、和政府等多重方面。

研究原创性/价值

本论文是首个科研项目, 提出这个结构性定量的流程, 以评估酒店的创新。IRH流程能够检测每个创新项目, 以作为酒店业中的创新预测指标。旅游业中IRH也可以作为很好的创新机制, 提供分析机制和评估监督公司。

Details

Journal of Hospitality and Tourism Technology, vol. 11 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 20 May 2020

Amit Datta

This study aims to identify the underlying dimensions of hospitality organizational climate and then measure the influence of it on employee turnover tendency.

1653

Abstract

Purpose

This study aims to identify the underlying dimensions of hospitality organizational climate and then measure the influence of it on employee turnover tendency.

Design/methodology/approach

Data were obtained from 504 employees across 18 upscale hotels in India. Factor analysis was adopted to identify the organizational climate dimensions and its influence on turnover tendency was measured by SEM. One-way ANOVA tested the hypothesis related to the perceived differences among the employees regarding turnover intention.

Findings

Result supports the hypothesized relationship between the constructs that the identified organizational climate structure have strong inverse relationship with employee turnover tendency and its dimension “leaders facilitation and support” was found to influence turnover intention the most, followed by “cohesion, clarity and objectivity of system,” “esprit of profession, organization and workgroup” and “job challenge, variety and feedback.” Results also determined differences among the hotel employees of different job levels and gender regarding turnover tendency.

Practical implications

Study reveals that employee turnover tendency is predominantly influenced by the identified factors of organizational climate and more among the male frontline employees and attrition reduces with age and position. This knowledge will help the hotel's management in designing strategic HRM to control attrition.

Originality/value

This study is the first to establish an organizational climate measure of hotel industry in India and opens scope for future research. It also draws attention to the relationship of organizational climate with turnover tendency.

Article
Publication date: 16 March 2020

Sertan Kabadayi, Kejia Hu, Yuna Lee, Lydia Hanks, Matthew Walsman and David Dobrzykowski

Caring for older adults is an increasingly complex and multi-dimensional global concern. This article provides a comprehensive definition of the older adult care experience and…

1144

Abstract

Purpose

Caring for older adults is an increasingly complex and multi-dimensional global concern. This article provides a comprehensive definition of the older adult care experience and discusses its key components to help practitioners deliver older adult-centered care to maximize well-being outcomes for older adults.

Design/methodology/approach

Based on prior research on service operations, service experience, person-centered care and the unique, evolving needs of older adults regarding their care, this paper develops a conceptual framework in which the older adult care experience is the central construct, and key dimensions of well-being are the outcomes.

Findings

The older adult care experience is shaped by older adults' perceptions and evaluations of the care that they receive. Older adult-centered care has autonomy, dignity, unique needs and social environment as its core dimensions and results in those older adults feel empowered, respected, engaged and connected as part of their experience. The article also discusses how such experience can be evaluated by using quality dimensions from service operations, hospitality and healthcare contexts, and challenges that service firms may face in creating older adult care experience.

Research limitations/implications

Given the changing demographics and unique needs of older adults, it is an imperative for academics and practitioners to have an understanding of what determines older adult care experience to better serve them. Such understanding is important as by creating and fostering older adult care experience, service organizations can contribute to individual and societal well-being.

Originality/value

To the authors' best knowledge, this is the first paper to provide a comprehensive conceptualization of the older adult care experience.

Details

Journal of Service Management, vol. 31 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 1 June 2015

Rosaria Luisa Gomes Pereira, Antónia Correia and Ronaldo L.A. Schutz

The purpose of this paper is to develop and validate a measurement brand personality scale for golf destinations and simultaneously to assess the destination personality of the…

Abstract

Purpose

The purpose of this paper is to develop and validate a measurement brand personality scale for golf destinations and simultaneously to assess the destination personality of the Algarve as a golf destination.

Design/methodology/approach

A set of 36 unrepeated items, generated from individual interviews with experts in tourism and golf in the Algarve and from promotional texts in golf-related websites, was the base for a survey instrument. The survey was applied to a convenient sample of 600 golf players in the Algarve, and 545 (valid) questionnaires were analysed to refine the scale. Golf players assessed the Algarve as a golf destination and the components of the relational brand personality (functional, symbolic and experiential). Two multi-dimensional brand personality models were estimated by using structural equation modelling.

Findings

Findings indicate that golf players ascribe personality characteristics to destinations. The brand personality of the Algarve is translated into three main dimensions enjoyableness, distinctiveness and friendliness when tourists/golf players reveal their overall perception of the destination. The brand personality of golf destination Algarve is reflected in the dimensions reliability, hospitality, uniqueness and attractiveness when tourists/golf players assess the components of the relational brand personality. Refined scales consisting of 10 and 11 items were finally derived meeting both reliability and validity requirements.

Research limitations/implications

The analysis is based on personality perceptions of only one golf destination. Another limitation is the fact that both interviewees and respondents had great difficulty in expressing themselves tending to use repeated words. Also, the fact that the research was conducted in two languages since translation and retroversion of the items may lead to some loss in meaning or sense. Moreover, the experiential component of the relational brand personality might have been further explored to relate golf destination brand personality to the tourist experience.

Practical implications

Important contributions are that both qualitative and quantitative approaches should be used in the measurement of brand personality. A reliable and valid tool to assess golf destination brand personality is a valuable marketing management resource.

Social implications

Destination managers will be able to plan marketing actions that will help to change general destination attitudes and product-destination attitudes, establishing the destination brand and creating differentiation, resulting in increased preference and usage, higher emotional ties, trust and loyalty towards the brand. Also, marketers should place great emphasis on building a connection between destination personality and tourists/golf players’ self-concept.

Originality/value

This is one of the first pieces of research to validate a specific brand personality scale to golf destinations. Results of this study make important theoretical contributions to the understanding of brand personality in the context of tourism destinations in general, and golf destinations in particular.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 9 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

1 – 10 of over 22000