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Article
Publication date: 20 November 2017

Tiia Annika Wahlberg, Nelson Ramalho and Ana Brochado

Hostels’ competitiveness relies heavily on unique and genuine service and, thus, counts on employees actively creating a social, welcoming environment and, at the same time…

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Abstract

Purpose

Hostels’ competitiveness relies heavily on unique and genuine service and, thus, counts on employees actively creating a social, welcoming environment and, at the same time, caring about – and being loyal to – their hostel. This paper aims to investigate whether retaining employees who care about their hostel and refrain from destructive behaviours implies that these workers need to have a better quality of working life, as well as whether work engagement mediates this relationship.

Design/methodology/approach

A survey was conducted with 98 employees from 40 hostels in Lisbon. An analysis of the survey data was performed to test the research hypotheses. The model was estimated by means of partial least squares structural equation modelling.

Findings

The results reveal that quality of working life has a strong negative impact on employees’ exit behaviours and a positive effect on their loyalty. In addition, work engagement was found to mediate fully the relationship between quality of working life and both employee voice and neglect, as well as partially mediating exit intentions.

Originality/value

This study extended prior research in two ways. First, most theoretical and empirical studies in the hospitality and tourism industry have focused on hotels, so this research targeted a new context (i.e. hostels). Second, this study offers a clear indication of the relationship between employees’ quality of working life, work engagement and behaviours, thus offering valuable insights for management and hostel staff.

Details

Tourism Review, vol. 72 no. 4
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 7 August 2017

Omar Moufakkir and Mohamad N. Alnajem

Despite their popularity among tourists, information about low-cost accommodation is limited. The study aims to focus on hostels as tourist accommodation. The purpose of this…

1119

Abstract

Purpose

Despite their popularity among tourists, information about low-cost accommodation is limited. The study aims to focus on hostels as tourist accommodation. The purpose of this paper is to document the perceptions of hostel front-desk employees about customers and examine employees’ perceptions from a cultural perspective. As culture moderates behavior in general, in light of the cultural difference postulate which proposes that guests and hosts who are from similar or proximate cultures are more likely to experience positive service encounter and that encounter between guests and hosts from distant cultures may be more challenging to service providers, the study compares the perceptions of hostel Western front-desk employees with those of Eastern front-desk employees of their customers. Customers are categorized into four groups – Western customers, Eastern, Middle Eastern/Arab and African. Exploratory interviews paved the development of perception items, which were later on used in a questionnaire to serve the study’s purpose. The paper has managerial and theoretical implications and offers suggestions for further research to advance understanding about this neglected tourism environment.

Design/methodology/approach

Preliminary/exploratory short interviews with hostel employees in London paved the development of perception items, which were later on used in a questionnaire. There are about 190 hostels in the London area. The questionnaire was self-administered and successfully completed by 113 front-desk employees working in London hostels. t-test statistics was used to examine whether the two groups of employees hold different perceptions about their culturally different group of customers.

Findings

Results indicate that, generally, differences in perception exist among hostel employees about their customer groups. For example, Western customers are perceived as nicer and more tip-givers than Eastern customers, but they also complain more and are more demanding than their counterparts. Asian customers are perceived to be friendlier, least troublesome and least demanding than the other customer groups. African customers are the least positively perceived. As for Middle Eastern (Arab) customers, they are perceived rather somewhat positively and yet the least favorite. Furthermore, no statistical differences were observed between Western employees and Eastern employees’ perceptions about their customer groups, except that the latter perceives Asian customers to be more troublesome and more complaining.

Research limitations/implications

Although researchers have compared Western people’s behaviors and attitudes with those of Eastern people, differences may also exist within cultural groups, especially between East Europeans and West Europeans, between Middle Eastern and North Africans or between Americans and Canadians, despite cultural proximity. Therefore, it is always reasonable to interpret cultural differences studies cautiously.

Practical implications

Hostel management is advised not to take cultural proximity/distance between employees and customers for granted and, thus, should not assume that Eastern employees are more likely to provide better service to Eastern customers than Western employees or that Western employees are more likely to do so to Western customers because they are culturally similar or proximate. In an increasingly globalized world and mobile and culturally diverse workforce in the hospitality sector, it becomes necessary to raise employees’ awareness about cultural differences and their probable effects on perceptions. This is especially true for hostels because of their social characteristic.

Originality/value

Despite the importance of hostels to the tourism and hospitality industry, not much is known about their customers or their employees. In addition to contributing to employee perception in general, which is also a neglected area of study, this paper used cultural distance/proximity to assess differences in perception between Eastern employees and Western employees about four culturally different groups of hostel customers. In light of the impacts of globalization on consumer behavior, this paper joins other research to challenge the cultural distance postulate in the service encounter context.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 11 no. 3
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 1 December 2006

Jeff Papis

The purpose of this article is to provide an insight into the importance of understanding the workforce as it affects and is affected by the internal and external environment; an…

3255

Abstract

Purpose

The purpose of this article is to provide an insight into the importance of understanding the workforce as it affects and is affected by the internal and external environment; an essential element of effective business performance accomplishment.

Design/methodology/approach

The study was conducted in a 148‐bed, four‐star hostel over a four‐week period using multiple data collection methods comprising written questionnaires, documentation collection and observation of assistants in the hostel. By using Herzberg's motivation/hygiene factors as the theoretical foundation, this piece of research investigated the factors involved in the motivation of hostel assistants. The findings were then used to interpret the results, enable comparison with previous studies in the field and provide insights into suggested courses of action.

Findings

The findings suggest that the favourable environment, which enabled tasks to be carried out and made it possible for the accomplishment of business objectives, was due a balance between motivation and hygiene factors supported by understanding of the workforce.

Practical implications

It is hoped that the findings provide the reader (managers, students and academics) awareness of the importance of a balanced work environment and help to improve practice in the context of budget accommodation where multi‐tasking is an essential requirement.

Originality/value

This paper provides the reader with an overall view of modern hostelling while discussing, from a human resources perspective, the requirements for a more favourable working environment.

Details

International Journal of Contemporary Hospitality Management, vol. 18 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 6 February 2017

Clarkson M. Wanie, Emmanuel E.E. Oben, Jeff Mbella Molombe and Ivo T. Tassah

Given the importance of hostels to students’ welfare and academic performance and recognition of the roles youths can play for affordable university housing, this study aims to…

1027

Abstract

Purpose

Given the importance of hostels to students’ welfare and academic performance and recognition of the roles youths can play for affordable university housing, this study aims to investigate hostel management problems in the Buea Municipality, an educational hub in the South West Region of Cameroon. It explores potentials for youth advocacy for affordable university housing within the process of efficient hostel management.

Design/methodology/approach

The data were collected through a descriptive survey design from May to July 2015 via reconnaissance surveys, field observation, photographs, administration of questionnaires to hostel tenants (students) and interviews with hostel managers and law enforcement officials. The data have been presented and analysed using descriptive statistical techniques involving frequency tables, charts and percentages. Cartographic techniques have also been used to locate the study area.

Findings

It was found that hostel management problems in Buea stem from flaws arising from both hostel managers (landlords and/or caretakers) and hostel tenants (students) in contravention to affordable student housing and good governance principles of rent control, accountability, transparency, equality, participation and fairness. The notable hostel management problems found are indiscriminate rent increase, lack of transparency in billing and non-functional sub metres and non-refund of caution deposits by hostel managers, as well as violation of hostel rules, damage of hostel facilities and “selling of rooms” by hostel tenants.

Originality/value

This paper contends that youths have to be mainstreamed in the hostel management process with better platforms of advocating for affordable university students’ housing through rent control and other good governance practices in their hostel setting. It is hoped that the proposed efficient hostel management system and mainstreaming youth-led advocacy activities in affordable university students’ housing will go a long way to enhance students’ welfare and academic performance, help in rent control, fight against bribery and corruption and other governance problems.

Details

International Journal of Housing Markets and Analysis, vol. 10 no. 1
Type: Research Article
ISSN: 1753-8270

Keywords

Article
Publication date: 28 October 2019

Medéia Veríssimo and Carlos Costa

This paper aims to unveil the factors that contribute to a positive hostel experience by electing key features and describing their nature from a customer perspective.

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Abstract

Purpose

This paper aims to unveil the factors that contribute to a positive hostel experience by electing key features and describing their nature from a customer perspective.

Design/methodology/approach

The study uses an exploratory, empirical approach, applying netnography to collect information about guests’ experiences from the five selected top-rated hostels in Europe and Latin America. A content analysis of 500 positive reviews was conducted exploring the critical features of service experience in hostel sector. Lisbon and Rio de Janeiro were selected for this study as they are among the destinations that have received top-rated hostel awards.

Findings

The findings reveal that a hostel experience carries a more symbolic than utilitarian meaning, especially in relation to its social dimension. Results indicate that a hostel stay is positively enhanced by ten key features, namely, staff, supplementary services (e.g. social activities), facilities, location, atmosphere, guests’ interactions, cleanliness, design and decoration, value for money and safety. Staff, supplementary services and facilities were the most mentioned hostel features, which emphasizes their potential to create a favourable environment for social interactions.

Research limitations/implications

Findings are restricted to a limited sample size and geographical area. The main limitation of the study lies, though, in the lack of studies concerning the specific context of hostels within a service experience approach.

Practical implications

Some hostels renounce low-quality stigma to establish themselves as a “cool” type of tourist accommodation. Offering a stay based on good value for money and social atmosphere, these establishments are shaping the industry’s future by both redefining the contemporary hostel’s image and attending to modern travellers’ specific needs. Given the increasing importance of hostels to tourism, this study provides information to scholars and industry practitioners who are interested in understanding how service experience can be enhanced in the hospitality industry.

Originality/value

This paper is a preliminary in-depth examination of factors that positively influence a hostel stay from a customer experience perspective. Thus, it provides insights into service experience management for the tourist accommodation sector.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 4 May 2012

Patsy Perry

The purpose of this paper is to determine how national cultural context may be harnessed to support corporate social responsibility (CSR) implementation when sourcing fashion…

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Abstract

Purpose

The purpose of this paper is to determine how national cultural context may be harnessed to support corporate social responsibility (CSR) implementation when sourcing fashion garments from developing country manufacturers.

Design/methodology/approach

A qualitative case study approach was adopted, using purposive sampling to select seven export garment manufacturers of varying size and business model in Sri Lanka. Primary data were collected through on‐site, face‐to‐face interviews with managerial level and operational level informants within each company and through non‐participant observation within factory environments.

Findings

It was found that harnessing the local cultural context can support and progress CSR implementation at the factory level: in Sri Lanka, the Buddhist philosophy provided the moral underpinning and hence facilitated supplier engagement with CSR implementation. The presence of governmental support reduces the likelihood of CSR transgressions by adding an extra level of accountability for suppliers. Furthermore, the level of socioeconomic development also affects CSR implementation, as managerial competency increases with higher education levels.

Practical implications

Analysing the success of CSR implementation in the Sri Lankan export garment manufacturing industry enables the identification of country‐specific factors which support CSR implementation. The managerial perspective taken within the research would be of use to fashion brands and retailers that are looking for ways of progressing CSR implementation in their global supply chains.

Originality/value

This paper presents industry‐specific data from a key global garment manufacturing country on a commercially sensitive subject. It identifies factors within the national cultural context that support CSR implementation in the fashion supply chain.

Details

Journal of Fashion Marketing and Management: An International Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1361-2026

Keywords

Article
Publication date: 25 June 2019

Neetu Jain and Bharti Shauran

This paper aims to understand what it takes for an organization to transform itself into a great and healthy place to work. A comprehensive fivefold framework has been used to…

Abstract

Purpose

This paper aims to understand what it takes for an organization to transform itself into a great and healthy place to work. A comprehensive fivefold framework has been used to assess employees’ practices in the organization under study. This framework focuses on five aspects of a human being where he/she may like to satisfy his needs, i.e. physical, intellectual, social, emotional and spiritual. Organizations need to design various programs to address employees’ needs at these five dimensions to get their best and for making an organization a healthy and desired place to work at.

Design/methodology/approach

For collecting data for this study, a triangular approach peculiar to a survey research was adopted, i.e. the use of questionnaires, interviews and documented evidence. SPSS was used to analyze the data. Results from survey were supplemented with gaps identified through desk study. Confirmatory factor analysis was carried out to check the validity of the instrument.

Findings

A wider role of the human resources department is being envisaged by proposing to set up a separate “people management office”, which will be responsible for project people management and developing a “CONDUCIVE” culture. Further, innovative recommendations are proposed for making an organization a great place to work in.

Practical implications

This study has several important implications for the practitioners. First, this study developed a comprehensive five-fold framework, which focuses on five aspects or levels or dimensions of a human being, i.e. physical, intellectual, emotional, social and spiritual. A person would have needs corresponding to each of these levels. This framework can be used to study employees’ practices in the organizations on these five crucial dimensions. Organizations can design various programs to address employee needs around these five dimensions to get their best and for making an organization a healthy and desired place to work. Second, the “CONDUCIVE” model proposed in this study for developing conducive culture adds a novel insight to the growing body of literature in this area. This model can be used by human resources managers to have better employee engagement, which in turn will make their organization a healthy workplace.

Originality/value

This paper makes use of a comprehensive five-fold framework developed by the author to study employees’ practices in the organizations on five dimensions. It is proposed to develop a “CONDUCIVE” culture, a model developed by the author with a number of activities. This model will enhance the employee engagement in an organization, which eventually will make the organization a healthy place to work in. As suggested, organizations can set up a people management office as well to harness people power.

Objetivo

El presente artículo aspira a entender como una empresa puede convertirse en un gran lugar de trabajo. Se emplea un modelo de cinco factores para valorar las prácticas de gestión de personas en la empresa estudiada. El modelo considera cinco factores que los individuos pueden considerar a la hora de satisfacer sus necesidades: físicos, intelectuales, emocionales, sociales y espirituales. Las empresas necesitan diseñar diferentes programas para evaluar las necesidades de los empleados en estas cinco dimensiones para extraer lo mejor de ellos y desarrollar una organización saludable y en la que deseen trabajar.

Metodología

Combina información de cuestionarios, entrevistas orales y evidencia documental. Los datos se analizan mediante SPSS. Los resultados del análisis de encuestas se complementaron con información proveniente del análisis de la empresa. Se utilizó el análisis factorial confirmatorio para contrastar la validez de los instrumentos.

Resultados

Se plantea un papel más amplio de los departamentos de RRHH proponiendo la creación de una oficina de gestión de personas (PMO) que sería responsable de la gestión de proyectos de personas (PPM) y de desarrollar una cultura “conducente”. Además se realizan recomendaciones innovadoras para hacer de la empresa un gran lugar de trabajo.

Implicaciones prácticas

El estudio tiene importantes implicaciones prácticas. Primero, desarrolla un nuevo modelo de cinco factores que los individuos pueden considerar a la hora de satisfacer sus necesidades: físicos, intelectuales, emocionales, sociales y espirituales. Una persona puede tener necesidades en cada uno de estos niveles. Este modelo se puede emplear para estudiar las prácticas organizativas para con los empleados en estas cinco dimensiones clave. Las organizaciones pueden diseñar varios programas para analizar las necesidades en estas cinco dimensiones y generar un mejor lugar de trabajo. Segundo, el modelo “conducente” propuesto añade nuevas pistas a la creciente investigación en esta área. El modelo puede emplearse por parte de los gerentes de RRHH para conseguir un mayor compromiso por parte de los empleados y hacer de la empresa un gran lugar de trabajo.

Originalidad

El artículo presenta un modelo de cinco factores desarrollado por el autor para estudiar las prácticas de gestión de personas. Se propone desarrollar una cultura “conducente” que generaría un mayor compromiso de los empleados que a su vez haría a la empresa un mejor lugar de trabajo. Las empresas pueden crear oficinas de gestión de personas para aprovechar el poder de las personas.

Palabras clave Lugar de trabajo, Gestión de personas, Cultura organizativa

Tipo de artículo

Artículo de investigación

Objetivo

Este artigo é um esforço para entender o que é necessário para uma empresa se transformar em um lugar saudável e ótimo para trabalhar. Um marco de referência de cinco fatores foi usado para avaliar as práticas dos funcionários na empresa estudada. Este marco de referência centra-se em cinco aspectos do ser humano, onde ele/ela pode satisfazer suas necessidades; física, intelectual, emocional, social e espiritual. As empresas precisam projetar vários programas para atender às necessidades dos funcionários nessas cinco dimensões, a fim de obter o melhor deles e tornar a empresa um local saudável e desejado para trabalhar.

Metodologia

Para a coleta de dados, se adotou uma abordagem triangular, ou seja, questionários, entrevistas e evidências documentadas. Os dados foram analisados com SPSS. Os resultados da pesquisa foram complementados com lacunas identificadas através da análise da empresa. A análise fatorial confirmatória foi utilizada para verificar a validade do instrumento.

Resultados

Um papel mais amplo do departamento de RH está sendo planejado, propondo a criação de um “Escritório de Gestão de Pessoas” (PMO) separado, que será responsável pelo Gerenciamento de Pessoas do Projeto (PPM) e pelo desenvolvimento de uma cultura “CONDUTIVA”. Além disso, recomendações inovadoras são propostas para tornar a empresa um ótimo lugar para se trabalhar.

Implicações práticas

Este estudo tem várias implicações práticas importantes. Em primeiro lugar, este estudo desenvolveu um amplo marco de referência com cinco fatores que se centra em cinco aspectos ou níveis ou dimensões do ser humano, ou seja, físico, intelectual, emocional, social e espiritual. Uma pessoa teria necessidades correspondentes a cada um desses níveis. Essa estrutura pode ser usada para estudar as práticas dos funcionários nas empresas nessas cinco dimensões cruciais. As empresas podem projetar vários programas para atender às necessidades dos funcionários nessas cinco dimensões, a fim de obter o melhor desempenho e tornar a empresa um local saudável e desejado para trabalhar. Em segundo lugar, o modelo “CONDUCENTE” proposto neste estudo para o desenvolvimento da cultura condutiva, acrescenta uma visão inovadora a crescente literatura nessa área. Esse modelo pode ser usado pelos gerentes de RH para obter um melhor engajamento dos funcionários, o que, por sua vez, tornará sua empresa um local de trabalho saudável.

Originalidade

Este artigo usa de um amplo marco de referência de cinco fatores desenvolvido pelo autor para estudar as práticas dos funcionários nas empresas em cinco dimensões. Propõe-se desenvolver uma cultura “CONDUTIVA”, um modelo desenvolvido pelo autor com uma série de atividades. Este modelo de desenvolvimento da cultura condutiva levará ao engajamento dos funcionários, o que tornará a empresa um ótimo lugar para se trabalhar. Como sugerido, as empresas podem configurar o Escritório de Gestão de Pessoas (PMO) para aproveitar o poder das pessoas.

Palavras-chave Local de Trabalho, Gestão de Pessoas, Cultura Organizacional

Tipo de artigo

Artigo de pesquisa

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 17 no. 2
Type: Research Article
ISSN: 1536-5433

Keywords

Article
Publication date: 13 June 2016

Ines Alegre and Jasmina Berbegal-Mirabent

This paper aims to contribute to the existing literature on social enterprises and business model innovation. Particularly, it sheds some light on those factors that turn a social…

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Abstract

Purpose

This paper aims to contribute to the existing literature on social enterprises and business model innovation. Particularly, it sheds some light on those factors that turn a social innovation initiative into a success, both in terms of meeting social needs and achieving economic sustainability.

Design/methodology/approach

By using a grounded theory approach, an inductive comparative case study is conducted. Two work integration social enterprises in the hospitality and tourism sector are selected. Both companies are located in Barcelona (Spain) under the same legal regulation and economic situation and initially run a manufacturing business. Due to the economic crisis they were forced to reinvent themselves to survive. Data were collected from different sources and coded using content analysis procedures.

Findings

Results indicate that three factors, namely, value proposition, appropriate market research and stakeholder involvement, heavily contributed to firm’s success, corroborating previous studies. Furthermore, our study reveals that social need pressures and managerial trust on employees are additional factors that drive social business model innovation.

Practical implications

Changes in the demand, the rules governing the market or economic downturns are external drivers for demand-pull innovations. In such context, firms need to reformulate their business models if they wish to survive. Acknowledging the factors that help firms overcome these obstacles is of great interest for both academics and entrepreneurs.

Originality/value

Social innovation in business models is a topic still poorly defined in the literature, yet, its boundaries to other fields are still fuzzy. This paper aims to fulfill this gap by presenting the theoretical domain in which this topic fits in and evidencing those successful factors that should be considered when designing and implementing a business model innovation which may help other firms facing a similar process.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 February 2018

Sanjay Choudhari and Hasmukh Gajjar

The purpose of this paper is to present the simulation model for manpower planning in electrical maintenance service facility and evaluates different scenarios to improve resource…

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Abstract

Purpose

The purpose of this paper is to present the simulation model for manpower planning in electrical maintenance service facility and evaluates different scenarios to improve resource utilization while meeting the desired service level.

Design/methodology/approach

The process systematically maps entire system of electrical fault rectification, identifies probability distributions of demand of electrical maintenance requests and its process times using historical data. The simulation software Arena was used to model the entire system and various possible improvements were evaluated to assess performance of maintenance service facility.

Findings

The simulation results obtained for the proposed changes in the system indicated the potential improvement in resource utilization while meeting the average waiting time expectations of customers.

Practical implications

The proposed simulation model can help maintenance people to decide the optimum number of resources to meet the agreed performance level that is expected by various stakeholders.

Originality/value

The paper considers the computer simulation in modeling complex real-life system for understanding the resource requirement of electrical fault maintenance facility to improve resource utilization while meeting the desired service level.

Details

Business Process Management Journal, vol. 24 no. 1
Type: Research Article
ISSN: 1463-7154

Keywords

Book part
Publication date: 12 December 2023

Alma Andino-Frydman

In this paper, I explore what shapes the identities of digital nomads (DNs), a class of remote workers who travel and work concurrently. Through extensive fieldwork and interviews…

Abstract

In this paper, I explore what shapes the identities of digital nomads (DNs), a class of remote workers who travel and work concurrently. Through extensive fieldwork and interviews with 50 digital nomads conducted in seven coworking hostels in Mexico in 2022, I construct a theory of DN identity. I base this upon the frequent transformations they undergo in their Circumstances, which regularly change their worker identity.

DNs relinquish traditional social determinants of identity, such as nationality and religion. They define their personal identities by their passions and interests, which are influenced by the people they meet. DNs exist in inherently transitive social spaces and, without rigid social roles to fulfil, they represent themselves authentically. They form close relationships with other long-term travellers to combat loneliness and homesickness. Digital nomads define their worker identities around their location independence. This study shows that DNs value their nomadic lifestyle above promotions and financial gain. They define themselves by productivity and professionalism to ensure the sustainability of their lifestyle. Furthermore, digital nomad coworking hubs serve focused, individual work, leaving workplace politics and strict ‘office image’ norms behind. Without fixed social and professional roles to play, digital nomads define themselves personally according to their ever-evolving passions and the sustainability of their nomadic life. Based on these findings, I present a cyclical framework for DN identity evolution which demonstrates how relational, logistical, and socio-personal flux evolves DN’s worker identities.

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