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Article
Publication date: 8 February 2008

Amarjit S. Gill

The purpose of this paper is to examine the effects of trust on an employee's job satisfaction and dedication. This study also extends Flaherty and Pappas's findings regarding the…

12222

Abstract

Purpose

The purpose of this paper is to examine the effects of trust on an employee's job satisfaction and dedication. This study also extends Flaherty and Pappas's findings regarding the role of trust in salesperson‐sales manager relationships and Gill and Mathur's findings related to employee dedication and pro‐social behavior.

Design/methodology/approach

Employees from hospitality industry were interviewed to examine if employee trust in a hospitality manager improves job satisfaction and dedication.

Findings

Degree of employee job satisfaction and dedication is related to degree of employee trust in a hospitality manager.

Practical implications

If employees perceive higher degree of trust in a hospitality manager, the degree of their job satisfaction and dedication is perceived higher and vice‐versa.

Originality/value

This paper offers useful insights for hospitality managers based on empirical evidence.

Details

International Journal of Contemporary Hospitality Management, vol. 20 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 13 June 2023

Lenna V. Shulga and James A. Busser

As the tourism industry emerges from full or partial closure caused by the COVID-19 crisis, it is imperative to understand the internal conditions that assisted organizations to…

Abstract

Purpose

As the tourism industry emerges from full or partial closure caused by the COVID-19 crisis, it is imperative to understand the internal conditions that assisted organizations to maintain positive employee attitudes despite the adverse effects of unpopular cost–retrenchment strategies. Therefore, this study aims to understand the impacts of transformational leadership (TFL), human resource management (HRM) crisis cost–retrenchment and ethical climate (EC) on employee job outcomes affected by COVID-19 pandemic.

Design/methodology/approach

Mid-level managers of service organizations from a travel destination heavily reliant on the tourism participated in an online self-administered survey one month after the state eased its COVID-19 travel restrictions. Partial least square structural equation modeling (PLS-SEM) examined how TFL and EC influenced cost–retrenchment crisis–management HRM, satisfaction and trust in the organization, followed by PLS multi-group analysis (PLS-MGA) to understand differences between hospitality and non-hospitality employees.

Findings

Results revealed an overall positive effect of TFL that diminished the negative affect of HRM cost-retrenchment on employee satisfaction. PLS-MGA showed a significant positive role of other-focused EC on employee outcomes, especially for hospitality organizations, whereas self-focused EC had a negative impact for non-hospitality firms.

Originality/value

This study contributes to contingency theory of leadership by demonstrating that TFL in combination with EC mitigates or overpowers the negative effects of cost–retrenchment crisis management strategies on employees. The study advances knowledge of self-focused and other-focused moral reasoning climate impacts under COVID-19 conditions for hospitality organizations. The industry comparison results highlight the important positive characteristics of hospitality crisis management.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 5 December 2022

Qiang Guo, Dan Zhu, Mao-Tang (Brian) Lin, Fangxuan (Sam) Li, Peter B. Kim, De Du and Yan Shu

This research aims to use meta-analytical structural equation modeling to look into how hospitality employees use technology at work. It further investigates if the relationship…

1426

Abstract

Purpose

This research aims to use meta-analytical structural equation modeling to look into how hospitality employees use technology at work. It further investigates if the relationship between the constructs of the technology acceptance model (TAM) is moderated by job level (supervisory versus non-supervisory) and different cultures (eastern versus western).

Design/methodology/approach

In total, 140 relationships from 30 empirical studies (N = 6,728) were used in this study’s data analysis in accordance with the preferred reporting items for systematic reviews and meta-analysis.

Findings

The findings demonstrated that perceived usefulness had a greater influence on “user attitudes” and “acceptance intention” than perceived ease of use. This study also identified that the effect sizes of relationships among TAM constructs appeared to be greater for supervisory employees or in eastern cultures than for those in non-supervisory roles or western cultures.

Practical implications

The findings provide valuable information for practitioners to increase the adoption of employee technology. Practitioners need to focus on the identification of hospitality employee attitudes, social norms and perceived ease of use. Moreover, hospitality practitioners should be cautious when promoting the adoption of new technologies to employees, as those at different levels may respond differently.

Originality/value

This is the very first empirical investigation to meta-analyze the predictive power of the TAM in the context of hospitality staff technology adoption at the workplace. The findings also demonstrated differences in the predictive power of TAM constructs according to job level and cultural differences.

Article
Publication date: 18 March 2022

Glenn McCartney, Charlene Lai Chi In and José Soares de Albergaria Ferreira Pinto

This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector.

4183

Abstract

Purpose

This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector.

Design/methodology/approach

This study reviews employee TI literature before and during the COVID-19 pandemic. The data for the present study were derived from a sample of 301 hospitality retail workers employed within the integrated resorts on The Cotai Strip, Macao. Data were analysed using structural equation modelling.

Findings

This study showed a significant positive relationship between job satisfaction (JS) and the two variables of workload and pay (WP) and company support (CS). Co-worker relationship did not influence JS. Furthermore, JS had a significant negative effect on employee TI. WP had the greatest influence on whether to leave the sector or not.

Practical implications

The suggested framework can assist hospitality retail management in developing an employee-retention strategy as the sector recovers from pandemic restrictions.

Originality/value

To the best of the authors’ knowledge, this is one of the first studies to develop a TI framework for the hospitality retail sector during the pandemic.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 7 October 2021

Tuan Trong Luu

The ongoing improvement of hospitality services stems from innovative behavior among employees. This study aims to investigate how and when human resource (HR) flexibility…

1940

Abstract

Purpose

The ongoing improvement of hospitality services stems from innovative behavior among employees. This study aims to investigate how and when human resource (HR) flexibility promotes hospitality employees’ innovative work behavior.

Design/methodology/approach

The data were garnered from 438 employees and 67 managers from 19 hotels operating in Vietnam. Multilevel structural equation modeling was used to analyze the data.

Findings

The positive association was observed between HR flexibility and innovative work behavior. Harmonious passion functioned as a mediator for such a relationship. While promotion focus was found to positively interact with HR flexibility to predict employee harmonious passion, prevention focus demonstrated an attenuating effect on the association between HR flexibility and harmonious passion.

Practical implications

The findings suggest that hospitality organizations can promote innovative work behavior among employees through building skill and behavioral flexibility, as well as flexibility in HR practices. Hospitality organizations should also realize the role of harmonious passion as a mechanism that can channel HR flexibility into innovative work behavior and the interactive effect of promotion focus and HR flexibility on fostering harmonious passion and, in turn, innovative work behavior.

Originality/value

This inquiry advances the strand of research on the HR management-innovative behavior linkage by offering insights into how and when HR flexibility promotes innovative work behavior among hotel employees.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 13 June 2022

Sandra Sun-Ah Ponting and Lindsey Lee

The purpose of this study is to systematically review and synthesize identity research in the hospitality management literature. A critical revision of identity research in…

Abstract

Purpose

The purpose of this study is to systematically review and synthesize identity research in the hospitality management literature. A critical revision of identity research in hospitality organizations, built on major identity constructs in the general management literature, is conducted to create thematic frameworks. This framework yields theoretical and practical future hospitality research agendas.

Design/methodology/approach

The current study adopted a systematic literature review approach to analyze and synthesize identity research in hospitality organizations. A total of 55 articles published since 2000 are included in this review.

Findings

Stemming from general management conceptualizations, identity research in hospitality organizations are categorized into four overarching themes. This review also points to research gaps in epistemological conceptualizations, definitional frameworks and methodology.

Originality/value

The study reviews identity research in hospitality organizations, builds an integrative thematic framework of identity research in hospitality and proposes directions for future research.

Details

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

Keywords

Open Access
Article
Publication date: 28 November 2018

Lisa M. Young and Swapnil Rajendra Gavade

The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee

4202

Abstract

Purpose

The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee job satisfaction survey of a US hospitality organization.

Design/methodology/approach

Sentiment analysis is used to examine the employee comments by identifying meaningful patterns, frequently used words and emotions. The statistical computing language, R, uses the sentiment analysis process to scan each employee survey comment, compare the words with the predefined word dictionary and classify the employee comments into the appropriate emotion category.

Findings

Employee responses written in English and in Spanish are compared with significant differences identified between the two groups, triggering further investigation of the Spanish comments. Sentiment analysis was then conducted on the Spanish comments comparing two groups, front-of-house vs back-of-house employees and employees with male supervisors vs female supervisors. Results from the analysis of employee comments written in Spanish point to higher scores for job sadness and anger. The negative comments referred to desires for improved healthcare, requests for increased wages and frustration with difficult supervisor relationships. The findings from this study add to the growing body of literature that has begun to focus on the unique work experiences of Latino employees in the USA.

Originality/value

This is the first study to examine a large unstructured English and Spanish text database from a hospitality organization’s employee job satisfaction surveys using sentiment analysis. Applying this big data analytics process to advance new insights into the human capital aspects of hospitality management is intriguing to many researchers. The results of this study demonstrate an issue that needs to be further investigated particularly considering the hospitality industry’s employee demographics.

Details

International Hospitality Review, vol. 32 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 11 April 2016

Yu-Shan Liu and Susan Wohlsdorf Arendt

The purpose of this study was to develop a measurement scale to assess work motives for hospitality employees utilizing McClelland’s theory of needs as the theoretical…

2548

Abstract

Purpose

The purpose of this study was to develop a measurement scale to assess work motives for hospitality employees utilizing McClelland’s theory of needs as the theoretical underpinning.

Design/methodology/approach

Both qualitative and quantitative methods were applied to achieve the study purpose. First, individual interviews were conducted to explore employee work motives and develop work motive scale items. Second, data from a self-administered paper questionnaire, completed by 388 respondents, were used to validate the developed scale.

Findings

Four themes were identified which reflect employees’ perspectives of hospitality jobs and culture: the job itself, need for affiliation, need for achievement and need for power. The developed scale, consisting of 22 items, was found to be reliable and valid in assessing work motives.

Research limitations/implications

The majority of participants were entry-level employees; therefore, the developed scale may not be useful when assessing work motives of individuals not in front-line positions. Future research could extend the measurement model to investigate work motives of individuals in managerial positions. In addition, future research could assess work motives as antecedents of employee organizational behaviors and attitudes.

Practical implications

The developed scale could be used as a selection tool to assess applicants’ work motives, thereby assisting employers in making effective hiring decisions.

Originality/value

This study contributes a new reliable and valid measurement scale developed specifically to address the unique work motives desirable for individuals seeking employment in the hospitality industry.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 2 March 2021

Trishna G. Mistry, S. Kyle Hight, Fevzi Okumus and Abraham Terrah

The purpose of this study was to empirically investigate the characteristics of good hospitality managers and the core causes that lead to developing such characteristics.

7860

Abstract

Purpose

The purpose of this study was to empirically investigate the characteristics of good hospitality managers and the core causes that lead to developing such characteristics.

Design/methodology/approach

Using a qualitative inquiry approach, 93 line-level hospitality employees were surveyed online regarding their experiences about the characteristics of good managers.

Findings

The research findings revealed five key themes of good managerial characteristics, including interpersonal skills, communication skills, supervisory skills, leadership skills, and positive personality and professionalism. Additionally, the root causes of these managerial characteristics were also analyzed. The good managerial characteristics were perceived to have developed from having worked under either a great manager or a terrible manager.

Research limitations/implications

This study advanced the literature on managerial characteristics by confirming several existing categories from the viewpoint of hospitality industry employees.

Practical implications

Human resource managers should be considerate of these findings in terms of recruitment, hiring, and training, development, and promotion of employees in their companies.

Originality/value

This is one of the first studies to analyze the perceived reasons behind the development of these characteristics.

Details

International Hospitality Review, vol. 36 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 8 May 2017

Maria Golubovskaya, Richard N.S. Robinson and David Solnet

This paper explores how hospitality frontline employees understand, interpret and practice “hospitality” in a hotel industry context.

6219

Abstract

Purpose

This paper explores how hospitality frontline employees understand, interpret and practice “hospitality” in a hotel industry context.

Design/methodology/approach

Framed by interpretivist and phenomenological approaches a dual-stage semi-structured interview study design was conducted. A sample was drawn from hotel employees in Australia.

Findings

Findings support the proposition that the hospitality workforce tends to favor service management and service processes as the guiding paradigm. The essence of what it means to be hospitable, and the host-guest model, appears to be largely absent in practice.

Research limitations/implications

This paper contributes to a scarcity of literature exploring the understanding of hospitality, and how this understanding can translate into hospitable behavior, from the employee perspective. Our main implication is that service management terminology colonizes hospitality within a commercial context, while the essence of hospitality and the “hospitality” lexicon is concomitantly diminishing. The authors advocate for developing an inter-paradigmatic view of hospitality management.

Practical implications

While the study revealed that the majority of frontline hotel employees struggle with grasping and verbalizing their understandings and perceptions of the hospitality construct, although some acknowledged the importance of hospitality as being an integral component to service delivery. We identified consistent organizational practices and intrinsic employee traits that either enabled or obstructed hospitable behavior in hotel settings.

Originality/value

The study reveals tensions between the hospitality and service paradigms in hospitality literature and practice. We uncover hotel management practices that may help to conserve and foster the essence of hospitality in hospitality organizations.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

1 – 10 of over 22000