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Drawing on the theories of servant leadership and upper echelons, this paper aims to highlight the mechanisms through which CEO servant leadership enhances firm innovativeness in hotels. This study aims to test a multiple mediation model by considering the mediating role of encouragement of participation (EoPART) – a high-performance human resources (HR) practice – and employees’ voice (EVOICE) in sequence.

Data were collected from HR managers of 34 hotels in the hospitality industry in Spain, which represents an important international tourist destination. Two methods of rigorous data analysis were used (partial least squares [PLS], structural equation modeling and fuzzy-set qualitative comparative analysis [fs/QCA]), which enabled robust findings to be produced with minimal sample size requirements.

CEO servant leadership had a positive indirect effect on firm innovativeness in hotels, via the sequential application of EoPART and EVOICE.

The findings provide new HR-related insights regarding the encouragement of firm innovativeness in hotels: CEOs can boost innovativeness in their hotels through the development of EoPART systems, which in turn favor EVOICE.

This is one of the first studies to analyze whether CEO servant leadership has an impact on innovativeness in hotels. Moreover, this study is the first to show the internal mechanisms (EoPART, EVOICE) through which CEO servant leadership encourages hotel innovativeness.

The purpose of this study is to examine the extent to which the quality of corporate governance mechanisms and growth opportunities affect agency problems in hotel firms.

The effects of cash flows on investments and cash holdings were analyzed using three-stage least square analysis to determine the extent to which agency problems are due to the quality of corporate governance in hotel firms.

The findings showed that the effects of cash flows on investments and cash holdings were greater in well-governed hotel firms than in poorly governed hotel firms. These effects were also greater in low-growth hotel firms than in high-growth hotel firms. However, the results from a concurrent examination of the quality of corporate governance and growth opportunities showed that poorly governed hotel firms with low-growth opportunities are exposed to agency problems.

These results suggest that neither corporate governance mechanisms nor growth opportunities alone indicate agency problems. Theoretical implications are discussed within the realms of free cash flow theory and growth hypothesis.

High-growth hotel firms should retain all of their cash and cash flows to undertake value-increasing projects when they become available. Shareholders’ wealth is more likely to be maximized in high-growth firms regardless of the quality of corporate governance.

Although various aspects of corporate governance have been investigated in hospitality literature, previous studies did not examine the concurrent effects of corporate governance and growth opportunities on agency problems.

The purpose of this paper is to draw on the theory of servant leadership to examine the influence of chief executive officer (CEO) servant leadership on firm performance in the hospitality industry. It examined the mediating role of the service climate and the moderating role of competitive intensity in the relationship between CEO servant leadership and firm performance.

Multiple regression was used to analyze multi-wave, multi-source data from 92 hotels in China. A moderated path analysis was used to test the moderating effects.

CEO servant leadership positively influenced firm performance via the service climate in the hospitality industry. Competitive intensity strengthened the direct effect of the service climate on firm performance, and the indirect effect of CEO servant leadership on firm performance via service climate.

The findings offer managerial insights into CEO succession, service management and human resource management.

This is one of the first studies to investigate how and when CEO servant leadership might shape firm outcomes in the hospitality industry. Theoretically, the findings enrich our understanding of how CEO leadership might shape firm-level outcomes.

The purpose of this paper is to better understand the future of hotel chains by exploring the evolving expectations of guests, potential innovations, emerging opportunities, and likely future scenarios.

A literature review consisting of current events, industry reports, and recent trends is utilized to summarize and categorize the challenges and opportunities facing hotel chains.

The future of hotel chains will be driven by the convergence of an increasingly competitive landscape, along with a diverse evolving customer base seeking out unique and individualized experiences. In order to survive in the future hotel chains will have to: listen to and learn from guests incorporating big data insights, go beyond segments to provide personalized services, continuously develop the brand through signature experiences, utilize collaboration and open innovation to maintain an edge in technology and service, and through total revenue management generate ancillary revenues and maximize guest spend.

This paper provides a comprehensive set of recommendations to hotel chains highlighting opportunities related to: financing, revenue generation, personalization, and co-creation.

This study aims to examine a model that uses climate for creativity as an intervening mechanism for the relationship of empowering leadership to management innovation in the hospitality industry.

The sample comprises 127 hotels in Morocco. Data were gathered from two sources, namely, the administrative department managers and the front desk managers. Structural equation modeling analyses along with the Bayesian estimation technique were used.

Findings demonstrate that the climate for creativity plays a mediating role between empowering leadership and management innovation. The climate for creativity dimensions of employee creativity recognition, flexibility to change and adequate resources for innovation pave the way for empowering leaders in the adoption of new management practices, processes or structures.

This study suggests that climate for creativity can be an effective tool for implementing management innovation. Hence, leaders and managers of hotel firms, who aim to obtain innovative results in the managerial spheres, should capitalize on the benefits of building a positive climate for creativity.

The present paper bridges a gap pertaining to antecedents and factors that impact management innovation. It is the first of its kind to investigate the influence of empowering leadership on management innovation with climate for creativity as a mediating variable.

This paper aims to process underlying the relationship between supervisor servant leadership and employee organizational citizenship behavior (OCB) in hotels. Specifically, it analyzes the mediating role of empathy – individual level – and service climate – group level – in the relationship between supervisor servant leadership and employee OCB.

The empirical analysis uses original data on hotels located in historic cities in Spain. A survey provided a sample of 343 work-group-level (supervisors) and 835 individual-level (employee) from a sample of 171 hotels.

The most interesting finding is the indirect effect of supervisor servant leadership on employee OCB through the mediating role of both employee empathy – individual level – and group service climate – group level.

The findings suggest that hotel supervisors should adopt servant leadership to enhance OCB in their workgroups. This paper also provides insights into other ways to increase employee OCB, namely, through human resources initiatives that enhance employee empathy and shape a service climate within groups.

This paper is one of the few that analyzes the relationships between supervisor servant leadership, employee empathy, group service climate and employee OCB in a unifying cross-level model. It is also the first to analyze employee empathy as a positive outcome of supervisor servant leadership, as well as a mechanism to explain the relationship between servant leadership and employee OCB. Finally, it is one of the few studies that analyzes all these relationships in conjunction within the hospitality industry.

The learning outcomes are as follows: to use advanced frameworks and tools to convey complex ideas related to strategy and sustainable business practices; apply relevant concepts and theories of corporate social responsibility and governance to a practical situation while making decisions; demonstrate understanding of the importance of stakeholders when developing socially responsible thinking; and analyze the different strengths and weaknesses of the organization when making a decision that would affect the company strategy.

Claire Humphry was the General Manager at the renowned The Nacre Hotel in Penang, Malaysia. Claire had a very busy job as she had many people who reported to her, and the hotel was always full of guests. One of the things Claire also managed was the restaurant OceanSound that was owned and operated by her hotel. OceanSound was a very thematic restaurant that specialized in making sculptures of food for special events. On the New Year’s Day in 2023, Claire came to work ready to tackle what was sure to be a long and busy day. However, Claire had not anticipated exactly how taxing the day would end up being. During Claire’s talks with her colleagues throughout the day, her conversation with her friend, the head chef of OceanSound, Poh, would nag at her head for the rest of the day based on the events that followed. The New Year’s special sculpture at OceanSound was to be a large rabbit made of cake to commemorate 2023 being the year of the rabbit according to Chinese zodiac. This is usually kept secret until the sculpture is revealed; but somehow this information had been leaked. This led to The Nacre Hotel and OceanSound being in the spotlight for bad reasons as this sparked a debate online regarding food wastage. This escalated quickly and even led to a famous food influencer commenting on this using specifically The Nacre’s name. Activists also quickly emerged in front of the hotel to protest the creation of sculptures and the food wastage in Malaysian hospitality industry, seeking to make an example out of The Nacre Hotel. The online criticism died down and was eventually replaced by praise for the sculpture. The activists were also eventually asked by the hotel security to leave, which led to the rest of the day to go as expected for a New Year’s Day at The Nacre. However, Claire’s nagging suspicion that they were not out of the woods led her to start looking into food wastage in the hospitality industry in Malaysia to educate herself and bring it up in a future meeting. Two days after this incident, on January 3, 2023, Claire found The Nacre Hotel posted on the newspaper headlines, dissecting the food wastage associated with the hotel now. After getting an urgent phone call from the Regional Manager, who was pressured by the board and shareholders, Claire decided the time to address this issue could not be delayed any longer. She wrote an email to her strategy team to come up with some ideas for possible solutions to the issue and to present them in a group meeting within a week’s time. At the conclusion of the meeting, Claire was contemplating about the decision that she had to make if she wanted The Nacre Hotel to continue operating successfully in Malaysia’s hospitality industry.

The main theoretical concepts illustrated in the case include corporate governance approaches, types of corporate social responsibility, stakeholders’ prioritization, organizational culture, organizational structure, industry analysis and strategic choices. Therefore, this case study can be used in a upper-level undergraduate business courses in the field of Strategic Management and Corporate Social Responsibility. The case study can be successfully used in a capstone course on Business Policy and Strategy, when tackling the concepts of corporate social responsibility, environmental sustainability strategy and corporate governance. Under this scenario, the usage of conceptual frameworks from Chapters 2 and 3 of the textbook titled “Concepts in Strategic Management and Business Policy: Toward Global Sustainability” by Wheelen and Hunger would be required. This case study can also be successfully applied to MBA level courses on Strategic Management in a Globalized World. In this case, the latest edition of the textbook titled “Exploring Strategy” by Whittington et al., could be used (particularly, the material from Chapters 2–9, 11, 14 and 15). Additionally, the case could also be used in courses related to Tourism and Hospitality, especially in schools which have specialized programs in this field.

Teaching notes are available for educators only.

CCS 12: Tourism and Hospitality.

This paper aims at from the perspective of the social exchange theory (SET) gaining an understanding of how promotion of halal concept in Sweden is perceived by Swedish hoteliers.

A mixed-methods approach has been used consisting of 62 completed surveys with closed-ended and open-ended questions, follow-up comments and five in-depth interviews with hoteliers in the mid-Sweden region. Content analysis has been employed.

Three categories of meanings are the main findings: general perception, safeguarding Swedish secular values and financially unjustifiable have been discovered. Most of the respondents have been sceptical towards halal and Muslim-friendly hotel concepts due to financial and cultural challenges these two concepts have for the Swedish tourism and hotel industries. Based on the SET, this entails more costs than benefits and is especially at odds with Swedish-rooted secular values.

This study provides practical implications and increased knowledge for tourism stakeholders including hotels in Sweden.

This is one of the very few studies on halal tourism in Scandinavia and the first Scandinavian study on hoteliers' attitudes towards halal tourism.

Accommodations providers in the sharing economy are increasingly competing with the hotel industry vis-à-vis the guest experience. Additionally, experience-related research remains underrepresented in the hospitality and tourism literature. This paper aims to develop and test a model of experiential consumption to provide a better understanding of an emerging phenomenon in the hospitality industry. In so doing, the authors also expand Pine and Gilmore’s original experience economy construct.

Using data from a survey of 630 customers who stayed at a hotel or an Airbnb in the previous three months, the authors performed a multi-step analysis procedure centered on structural equation modeling to validate the model.

The authors demonstrate that the dimensions of serendipity, localness, communitas and personalization represent valuable additions to Pine and Gilmore’s original experience economy construct. Airbnb appears to outperform the hotel industry in the provision of all experience dimensions. The authors further define the pathways that underlie the creation of extraordinary, memorable experiences, which subsequently elicit favorable behavioral intentions.

The findings suggest the need for the hotel industry to adopt a content marketing paradigm that leverages various dimensions of the experience economy to provide customers with valuable and relevant experiences. The industry must also pay greater attention to its use of branding, signage and promotional messaging to encourage customers to interpret their experiences through the lens of these dimensions.

The study expands a seminal construct from the field of services marketing in the context of the accommodations industry. The Accommodations Experiencescape is offered as a tool for strategic experience design. The study also offers a model of experiential consumption that explains customers’ experiences with accommodations providers.

Concerning the emergence of Industry 4.0 and the concept of “smartness”, the technology competence of hospitality practitioners that was previously neglected and overlooked should be explored. Therefore, this study aims to explore previous hospitality technology competence through a literature review and then to extend, strengthen and build a new framework of the required technology competencies for hospitality practitioners in terms of facing smartness.

To investigate the previous research on the characteristics of the required technology competencies for hospitality practitioners, this study carried out a systematic literature review (SLR) on works published from 2011 to 2020. Then, based on the SLR results, the required technology competencies for hospitality practitioners in terms of facing smartness was explored with 26 experts from the government, industry and academia. The data were analysed through thematic analysis based on the perspectives of task–technology fit, and then, the framework was constructed.

This study reconfirmed that technology competence has been neglected in the previous hospitality competence literature and that the current methods and ways of thinking cannot succeed in this smart era. Moreover, based on fundamental technology competence, a new framework with ten dimensions of technology competencies required for hospitality practitioners in terms of facing smartness was created.

This study identified the required technology competencies for hospitality practitioners, an area that has rarely been addressed in the previous literature. Moreover, specific competencies, especially those needed to face this smart era, are urgent and novel in the academic hospitality field.

面向智能时代的智能性：为酒店从业人员构建一项包含所需技术能力的理论框架

关于工业4.0的出现和“智慧”的概念, 酒店从业者的技术能力在前人研究中经常被探索和忽视。 因此, 本研究旨在通过文献回顾, 然后扩展、加强和建立酒店从业人员在面对智能方面所需的技术能力的新框架来探索以前的酒店技术能力。

为了调查之前关于酒店从业人员所需技术能力特征的研究, 本研究对 2011 年至 2020 年发表的作品进行系统文献综述 (SLR)。然后, 根据 SLR 结果, 酒店从业人员在面对来自政府、行业和学术界的 26 位专家关于智能进行了探讨。 基于任务-技术契合度 的视角, 通过主题分析和对数据进行分析, 然后构建框架。

本研究再次证实, 在以往的酒店能力文献中, 技术能力一直被忽视, 当前的方法和思维方式无法在这个智能时代取得成功。 此外, 在基础技术能力的基础上, 本研究创建了酒店从业者面对智慧所需的十个维度技术能力的新框架。

本研究确定了酒店从业人员所需的技术能力, 这是以前文献中很少涉及的领域。 此外, 特定的能力, 尤其是面对这个智能时代所需的能力, 在酒店管理的学术领域是紧迫而新颖的。