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Open Access
Article
Publication date: 24 August 2020

Huub Ruel and Esther Njoku

This paper aims to explore how artificial intelligence (AI) technologies have redefined the hospitality industry. It develops a theoretical framework to evaluate its impact on…

25502

Abstract

Purpose

This paper aims to explore how artificial intelligence (AI) technologies have redefined the hospitality industry. It develops a theoretical framework to evaluate its impact on employee engagement, retention and productivity levels, stemming from its potential implications for service quality and customer satisfaction.

Design/methodology/approach

Based on the exploration of relevant literature, role theory and service-profit chain were used to develop – role-service-profit chain.

Findings

Role-service-profit chain is an analytical tool which has strong implications for investment and deployment analysis of the new technologies in hospitality and tourism businesses. It proposes how managers can evaluate how the role expectation of technological innovations relate to service quality and customer satisfaction through its impact on employee-related outcomes (such as employee engagement, retention and productivity), and assess the corresponding impact on profitability and growth, in the context of their own unique internal environment and position in the market.

Research limitations/implications

Although an empirical assessment of the hypothesised relationships in the model is required to evaluate and validate it in the hospitality industry, role-service-profit chain presents promising implications for tourism and hospitality practice and future research.

Practical implications

Role-service-profit chain is an analytical tool from which managers can make improvements on talent and talent management practices and adjust expectations and behaviours in ways that facilitate improvements in service quality and customer satisfaction.

Originality/value

This paper makes an important contribution to hospitality and tourism literature, as it explores how AI technologies implemented to improve on talent and talent management practices impact on service quality and customer satisfaction, and develops analytical tools by which this may be evaluated.

Details

Journal of Tourism Futures, vol. 7 no. 1
Type: Research Article
ISSN: 2055-5911

Keywords

Article
Publication date: 11 August 2020

Huub Ruel, Hefin Rowlands and Esther Njoku

This paper aims to develop a theoretical framework to understand the role of leadership and organizational learning in intra-organizational digital business strategizing, to…

2282

Abstract

Purpose

This paper aims to develop a theoretical framework to understand the role of leadership and organizational learning in intra-organizational digital business strategizing, to contribute to our understanding of how digital business strategies emerge.

Design/methodology/approach

Based on a theoretical analysis of relevant literature to connect leadership and organizational learning to intra-organizational digital business strategizing, a co-creation model was developed.

Findings

The model demonstrates that digital business strategy emerge through the mediating role of leadership and organizational learning processes, facilitated by the moderating effect of contextual factors, which includes; strategic alignment, information technology competence, institutional trust and organizational change readiness.

Research limitations/implications

Two major limitations of this paper that warrant further research are as follows: the paper’s focus on intra-organizational digital business strategizing which excludes collaborative inter-organizational digital business strategizing among network organizations in Industry 4.0; and the need for empirical examination of the model to evaluate and validate it.

Practical implications

This paper offers a framework that will ensure that digital business strategizing maintains a fit between organizational strategy, structure, knowledge, culture, systems and processes that must align together to achieve the desired strategy.

Originality/value

To the best of the authors’ knowledge, this is the first study to explore the extendibility of leadership and organizational learning to digital business strategizing and to propose how digital business strategies emerge.

Details

Competitiveness Review: An International Business Journal , vol. 31 no. 1
Type: Research Article
ISSN: 1059-5422

Keywords

Abstract

Details

Journal of Tourism Futures, vol. 7 no. 1
Type: Research Article
ISSN: 2055-5911

Article
Publication date: 1 May 2007

Huub J.M. Ruël, Tanya V. Bondarouk and Mandy Van der Velde

Both for‐profit and not‐for‐profit organisations have been replacing face‐to‐face HRM activities with web‐based HRM tools, e‐HRM for short, for employees and managers since the…

13921

Abstract

Purpose

Both for‐profit and not‐for‐profit organisations have been replacing face‐to‐face HRM activities with web‐based HRM tools, e‐HRM for short, for employees and managers since the 1990s. This paper aims to look at whether this is of benefit to an organisation.

Design/methodology/approach

The study was conducted in the Ministry of Internal Affairs in The Netherlands, where e‐HRM in the form of employee self‐service applications was introduced.

Findings

The study shows that individual assessment of e‐HRM applications influences HRM technical and strategic effectiveness. This is especially so in the perceived quality of the content and the structure of e‐HRM applications which have a significant and positive effect on technical and strategic HRM effectiveness.

Research limitations/implications

It is difficult to form generalizations from the research into only one company.

Practical implications

The basic expectations are that using e‐HRM will decrease costs, will improve the HR service level and will give the HR department space to become a strategic partner. This study investigates whether this is the case.

Originality/value

The area on which this study concentrates has not had extensive academic research conducted into it.

Details

Employee Relations, vol. 29 no. 3
Type: Research Article
ISSN: 0142-5455

Keywords

Open Access
Article
Publication date: 2 May 2020

Jeroen Meijerink and Emma Schoenmakers

This study aims to explain why online reviews in Airbnb are skewed toward positive ratings. The authors examine customer perceptions of the service quality of an Airbnb stay as a…

3746

Abstract

Purpose

This study aims to explain why online reviews in Airbnb are skewed toward positive ratings. The authors examine customer perceptions of the service quality of an Airbnb stay as a relevant antecedent of whether customers leave an online review of that Airbnb stay. To this end, the authors test the hypothesis that the relationship between service quality and leaving an online review is linear and positive.

Design/methodology/approach

To test the hypothesis, the authors rely on primary survey data from 177 Airbnb customers combined with secondary data coming from their personal online Airbnb accounts. The authors conducted a binary logistic regression analysis to test the hypothesis.

Findings

The results show that customers’ service quality perceptions are positively and linearly related to leaving an online review of an Airbnb stay. In other words, satisfied customers are more likely to leave a review after an Airbnb stay than those who are dissatisfied.

Originality/value

The study is original in two respects. First, it reconsiders the role of customer experiences in explaining online customer reviews. In doing so, it empirically shows that the conventional wisdom of a U-shaped relationship between customer experiences and online reviewing does not hold in the context of the sharing economy. Second, by relying on primary survey data, the authors reveal the risk of dissatisfied customers creating an underreporting bias in online reviews, which ultimately make online reviews of Airbnb skewed toward positive ratings.

Details

Journal of Tourism Futures, vol. 7 no. 1
Type: Research Article
ISSN: 2055-5911

Keywords

Open Access
Article
Publication date: 6 July 2020

Richard D. Johnson, Dianna L. Stone and Kimberly M. Lukaszewski

The hospitality and tourism industry faces a number of workforce challenges, especially the high turnover rates and associated replacement costs associated with continually…

29417

Abstract

Purpose

The hospitality and tourism industry faces a number of workforce challenges, especially the high turnover rates and associated replacement costs associated with continually identifying and hiring new employees. The purpose of this paper is to discuss how hospitality and tourism organizations can use electronic human resource management (eHRM) and artificial intelligence (AI) to help recruit and select qualified employees, increase individual retention rates and decrease the time needed to replace employees. Specifically, it discusses how e-recruiting and e-selection and AI tools can help hospitality and tourism organizations improve recruiting and selection outcomes.

Design/methodology/approach

Research on eHRM, AI, employee recruitment and employee selection are applied to the hospitality and tourism industry and insights for how eHRM and AI can be applied to the industry are discussed.

Findings

eHRM and AI have the potential to transform how the hospitality and tourism industry recruit and select employees. However, care must be taken to ensure that the insights gained and the decisions made are well received by employees and lead to better employee and organizational outcomes.

Research limitations/implications

This paper represents the first research that integrates research from eHRM and AI and applies it to the hospitality and tourism industry.

Originality/value

This paper represents the first research that integrates research from eHRM and AI and applies it to the hospitality and tourism industry.

Details

Journal of Tourism Futures, vol. 7 no. 1
Type: Research Article
ISSN: 2055-5911

Keywords

Article
Publication date: 8 October 2018

Maria A. Pineda-Escobar

This paper aims to contribute to the debate regarding the understanding of the multiple manifestations and alternatives for the implementation of sustainable development goals…

1917

Abstract

Purpose

This paper aims to contribute to the debate regarding the understanding of the multiple manifestations and alternatives for the implementation of sustainable development goals (SDGs) across national borders. For this purpose, the Colombian context is taken as a case study.

Design/methodology/approach

The present study performs an exploration of SDGs implementation in Colombia, cutting across the macro and meso levels and the perspectives of governance-making and governance-taking. To answer the research questions, this study applies a two-stage qualitative research design with summative content analysis.

Findings

The study finds that the companies in Colombia are showing an interest in incorporating the SDGs into their corporate sustainability reporting. Although companies show a general interest in adopting the SDGs as part of their sustainability strategies, the findings demonstrate that very few would go deeply into the analysis of the SDG targets. The Colombian case might be a good example of how local governments are taking actions for the implementation of SDGs in their national action plans, policies and strategies.

Research limitations/implications

As is frequent with qualitative research, and particularly with content analysis, the generalizability of the findings obtained may only be applicable to those organizations included in the sample. The analysis at the meso level is limited to the private sector, and the findings are not applicable to other organizational actors, such as civil society organizations or academia. Future research can broaden the spectrum of analysis, both at a national and cross-national level.

Practical implications

The paper is of use for actors from the public, private and civil society sectors in Colombia, as well as for international actors with an interest in the ways in which the global sustainable development agenda can be translated into local action.

Originality/value

This paper contributes to the understanding of the different ways in which the sustainable development agenda is moving from the global level to the local implementation.

Details

Corporate Governance: The International Journal of Business in Society, vol. 19 no. 1
Type: Research Article
ISSN: 1472-0701

Keywords

Article
Publication date: 25 September 2019

Marta De la Cuesta-González and Eva Pardo

The purpose of this paper is to explore the emerging discourse on corporate taxation from a corporate social responsibility perspective to develop a consensual definition of…

1965

Abstract

Purpose

The purpose of this paper is to explore the emerging discourse on corporate taxation from a corporate social responsibility perspective to develop a consensual definition of corporate tax responsibility (CTR) and to identify a set of indicators that firms should publicly communicate to their stakeholders as an accountability mechanism.

Design/methodology/approach

Data were obtained from semi-structured interviews with representatives of stakeholders closely related to taxation: tax authorities, companies, NGOs, tax advisors and academics. Based on a discourse analysis approach, data were coded and analyzed using computer-assisted qualitative data analysis software.

Findings

CTR is defined as the set of tax-related practices and policies that allow companies to pay a fair share of taxes as a function of the generated value in each jurisdiction in which they operate and to then publicly disclose them. Disclosure should cover disaggregated quantitative data and information on practices and policies.

Originality/value

Despite the wealth of research on sustainability reporting and increasing public awareness of tax aggressiveness and disclosure, academic research has not explored tax-responsible reporting. Moreover, no consensual definition of CTR has been formulated, and no indicators to properly account for responsible taxation have been identified. This paper contributes to filling these gaps by providing rich interview evidence regarding the nature of the emerging discourse on CTR reporting and a set of material indicators for CTR disclosure. This paper encourages researchers to foster the development of social accountability by engaging in future empirical studies of CTR.

Details

Accounting, Auditing & Accountability Journal, vol. 32 no. 7
Type: Research Article
ISSN: 0951-3574

Keywords

Open Access
Article
Publication date: 10 June 2020

Claudia Dossena, Francesca Mochi, Rita Bissola and Barbara Imperatori

The research and practice agree that social media are reshaping strategy and organization rules across industries. Nevertheless, how social media can become a source of…

6157

Abstract

Purpose

The research and practice agree that social media are reshaping strategy and organization rules across industries. Nevertheless, how social media can become a source of competitive advantage remains under-investigated and there is no evidence about which capabilities and competencies can effectively and strategically exploit social media. By merging the literature on social media management and hospitality, the authors develop and test a theoretical framework that identifies the most relevant capabilities and competencies for using social media in the food service sector. The paper aims to map them and understand which ones are relevant according to different strategic choices of social media use.

Design/methodology/approach

The authors adopted a qualitative methodology using semi-structured interviews to managers or owners of 14 restaurants in a big city in Northern Italy.

Findings

The theoretical framework suggests that social media could be strategically used for different aims by relying on specific capabilities and competencies. The authors tested it and found that, though nowadays restaurant managers mainly focus on a narrow set of social media competencies linked to relational and marketing capabilities, some also rely on social media to promote organizational change and innovation.

Originality/value

The authors propose a theoretical framework and preliminary evidence on capabilities and competencies declined for the food service sector. The model considers different uses of social media and related capabilities and competencies by mapping them accordingly to their strategic use. The authors preliminarily validate our framework and highlight the competencies possessed by the restaurant managers of our sample and their alignment with the strategic use of social media.

Details

Journal of Tourism Futures, vol. 7 no. 1
Type: Research Article
ISSN: 2055-5911

Keywords

Article
Publication date: 12 February 2018

Naveed Iqbal, Mansoor Ahmad, Matthew M.C. Allen and Muhammad Mustafa Raziq

Drawing on data from a unique, large-scale survey, the purpose of this paper is to examine the links between e-HRM and perceived labour productivity both directly and through the…

2444

Abstract

Purpose

Drawing on data from a unique, large-scale survey, the purpose of this paper is to examine the links between e-HRM and perceived labour productivity both directly and through the mediating role of HR service quality amongst commercial-bank workplaces in Pakistan, many of which have introduced e-HRM.

Design/methodology/approach

The authors use partial least squares structural equation modelling to examine the direct links between e-HRM and productivity as well as the mediated links between e-HRM, perceived HR service quality and productivity.

Findings

The authors show that e-HRM practices have a statistically significant, positive effect on managers’ perceptions of labour productivity. The authors also reveal that e-HRM practices influence the quality of HR service, and that the quality of HR services fully mediates the relationship between e-HRM practices and managers’ perceptions of labour productivity.

Practical implications

The results highlight the importance of designing and implementing e-HRM systems so that they support organisation workflow and enable workers to carry out a range of HR and non-HR activities more efficiently. In particular, this study suggests that managers should focus on how e-HRM impacts on HR service quality in a holistic way, as this is the “route” via which e-HRM can improve labour productivity.

Originality/value

Existing research has demonstrated a link between e-HRM and the quality of HR services; however, these studies downplay the potential impact of e-HRM on labour productivity, a key organisational outcome and one that e-HRM aims to improve. This study contributes to the HRM literature by identifying how e-HRM can improve labour productivity by enhancing the perceived HR service quality. This study, therefore, provides the basis for future theory developments in this area.

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