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Article
Publication date: 8 August 2016

Hyo Sun Jung and Hye Hyun Yoon

The purpose of this study is to examine the effects of hospitality employees’ emotional intelligence (EI) on their stress-coping styles and job satisfaction.

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Abstract

Purpose

The purpose of this study is to examine the effects of hospitality employees’ emotional intelligence (EI) on their stress-coping styles and job satisfaction.

Design/methodology/approach

The sample consisted of 366 food and beverage employees in the Korean hospitality industry. The validity and reliability of the respondents’ replies regarding EI, stress-coping styles and job satisfaction were tested through exploratory factor analysis, reliability analysis and confirmatory factor analysis. Once the measure was validated, a structural equation model was used to test the validity of the proposed model and hypotheses.

Findings

The results showed that the elements of EI (i.e. self-emotion appraisal [SEA], use of emotion [UOE], regulation of emotion [ROE] and others’ emotion appraisal [OEA]) had a significant, positive effect on the cognitive-appraisal coping style, whereas only SEA and UOE had a significant, positive effect on the problem-solving coping style. Meanwhile, SEA had a significant, negative effect on the emotion-focused coping style. In addition, employees’ problem-solving and cognitive-appraisal stress-coping styles showed a significant, positive effect on their job satisfaction. Employees’ UOE and ROE demonstrated a significant, positive effect on job satisfaction.

Research limitations/implications

The generalizability and, therefore, implications are limited to the Korean hotels and family restaurants. Future research needs to closely examine models and variables which may become the causes of individual traits, relationship traits and leadership.

Originality/value

Strategies to cope with stress and job satisfaction used by family restaurant employees showed more sensitive effects of control than hotel employees did in the organic causal relationships between EI and strategies to cope with stress/job satisfaction. The results of this study, which indicate that hospitality companies can increase employees’ job satisfaction by enhancing their employees’ EI, suggest detailed and practical alternatives to human resource management, as employees with higher degrees of EI can bring positive outcomes to both organizations and employees. Hospitality employees’ EI is significant in terms of organizational performance.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 19 March 2018

Hyo Sun Jung and Hye Hyun Yoon

This study aims to investigate the effects of workplace bullying on the coping strategies (responses) and counterproductive behavior of hospitality employees.

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Abstract

Purpose

This study aims to investigate the effects of workplace bullying on the coping strategies (responses) and counterproductive behavior of hospitality employees.

Design/methodology/approach

The sample consisted of 284 luxury hotel employees in the Korean hospitality industry. SPSS and AMOS were the statistical programs used to verify the hypotheses of the present study. Confirmatory factor analysis and reliability analysis were conducted to verify the validity and reliability of the measured items. Before verification of the hypotheses, directivity between factors derived through correlation analysis was verified, and causal relationships with regard to the three hypotheses were verified through the structural equation model.

Findings

Organizational and work-related bullying had a significant effect on task coping, whereas personal bullying had a significant effect on emotional and avoidance coping. The results also showed that positive task coping did not significantly affect counterproductive behavior, but negative coping, such as emotional and avoidance responses, significantly affected employees’ counterproductive behavior.

Originality/value

The present study verified that coping responses in work situations can differ depending on the type of workplace bullying that occurs. Task coping, a positive coping strategy, was affected by organizational and work-related bullying, whereas emotional and avoidance coping, negative coping strategies, were negatively affected by personal bullying. Consequently, the possibility of harmful actions against organizations varies depending on the coping strategies chosen by employees who are exposed to bullying. Therefore, appropriate education should be offered to employees to use positive and proactive work-oriented coping strategies when dealing with bullying rather than negative methods such as emotional or avoidance coping.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 14 November 2023

Ha-Won Jang, Hyo Sun Jung and Meehee Cho

Blockchains provide significant benefits for business operations due to its transparency, traceability and information sharing. However, application to the food and beverage (F&B…

Abstract

Purpose

Blockchains provide significant benefits for business operations due to its transparency, traceability and information sharing. However, application to the food and beverage (F&B) industry was scarce. The purpose of this study is to explore how to form F&B managers’ blockchain adoption by applying behavioral reasoning theory (BRT). Additionally, supply chain partnerships (SCPs) were tested for the potential moderating roles within BRT. This study’s findings expand existing knowledge by providing novel information for F&B management.

Design/methodology/approach

Data were collected from F&B managers by using an online survey method. A structural equation modeling and multi-group analysis were performed to test the hypothesized relationships.

Findings

Findings revealed that the positive effects of “reasons for” on “attitudes,” and “adoption intentions” while “reasons against” did not show such effects. Environmental benefits of blockchains were found to lead more positive attitudes while traditional barriers were the greatest constraints for adopting blockchains. This study supports the significant moderating roles of SCPs within the context of F&B blockchain adoption.

Originality/value

This study contributes to the technology literature in the foodservice context by applying BRT as a theoretical lens. The importance of developing SCPs for F&B blockchain adoption and exploitation is highlighted.

研究目的

区块链因其透明度、可追溯性和信息共享而为企业运营提供了重要的好处。然而, 将其应用于食品和饮料(F&B)行业却很少见。本研究探讨了如何通过应用行为推理理论(BRT)来形成 F&B 管理者的区块链采用。此外, 本研究还测试了供应链合作(SCPs)在BRT内的潜在调节作用。通过为F&B 管理提供新颖信息, 我们的研究结果扩展了现有知识领域。

研究方法

采用在线调查方法收集了来自 F&B 管理者的数据。进行了结构方程建模和多组分析, 以测试假设关系。

研究发现

研究结果显示, “支持的原因”对“态度”和“采用意向”有积极影响, 而“反对的原因”则没有显示出这种影响。区块链的环境优势被发现会导致更积极的态度, 而传统障碍是采用区块链的最大限制因素。本研究还证实了 SCP 在 F&B 区块链采用背景下的重要调节作用。

研究创新

本研究通过应用 BRT 作为理论视角, 为餐饮服务背景下的技术文献做出了贡献。强调了发展 F&B 区块链采用和利用的供应链合作的重要性。

Article
Publication date: 7 August 2019

Hyo Sun Jung and Hye Hyun Yoon

Drawing on social identity theory, the purpose of this paper is to examine whether social undermining significantly influences employee voice (or silence) and organizational…

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Abstract

Purpose

Drawing on social identity theory, the purpose of this paper is to examine whether social undermining significantly influences employee voice (or silence) and organizational deviant behavior in the hotel industry regarding three types of social undermining: by supervisor, coworker and customer.

Design/methodology/approach

The study provided a self-administered questionnaire to 344 five-star hotel employees in South Korea. SPSS (version 22.0) and AMOS (version 20.0) were used to analyze the data.

Findings

Being undermined by customers negatively affects employee voice and positively affects employee silence. Supervisor and coworker undermining also negatively affects employee voice and positively affects employee silence. Employee voice does not significantly affect organizational deviant behavior, but employee silence significantly affects deviant employee behavior. This was also verified by the potential mediating effect of supervisor undermining on silence as a form of deviant employee behavior.

Originality/value

This study contributes to the development of long-term manager-centered measures to combat the effect of social undermining among frontline employees in the hotel industry. It can be difficult to differentiate clearly between the conflicts and stress experienced by employees at the service frontline and the social undermining they experience during diverse social interactions. In confirming the effects of social undermining on employees at a five-star hotel, the study also found no clear organizational provisions or legal recourse for victims. The findings suggest that hotel employees are easily exposed to social undermining as a result of the industry culture and socialization process.

Details

Journal of Service Theory and Practice, vol. 29 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 11 December 2019

Hyo Sun Jung and Hye Hyun Yoon

The purpose of this study is to evaluate the recognition of sexual harassment (SH); to describe the relationships among SH, employees’ burnout, customer-oriented boundary-spanning…

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Abstract

Purpose

The purpose of this study is to evaluate the recognition of sexual harassment (SH); to describe the relationships among SH, employees’ burnout, customer-oriented boundary-spanning behaviors (COBSB); and to verify the moderating effect of employees’ psychological safety (PS), all within deluxe hotels in South Korea.

Design/methodology/approach

Prior to verifying the hypotheses, reliability and confirmatory factor analysis were managed, and correlation analysis was used to confirm the directionality between the hypotheses. The hypotheses were analyzed using a structural equation model and multi-group analysis was used to analyze the moderating effect.

Findings

Perceived SH was significantly related to employees’ burnout and COBSB. Also, the employees’ burnout was significantly related to COBSB. The moderating effect was significant; low PS greatly increased relative to the effects of SH on COBSB.

Originality/value

All types of companies consider unethical behaviors, such as SH in the workplace, as crucial problems that degrade the individual quality of life, and some firms have devised active measures to prevent and relieve damages. Companies should implement employee-centered policies that enable employees, the victims, to formally report and testify to what they have suffered from without revenge from their assailants. All the factors that contribute to the institutional control of SH within the working environment should be taken into consideration, and strict standards should be applied on a company level by criminalizing such behaviors. Employees should be trained on how to effectively cope with diverse types of SH.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 21 May 2021

Meehee Cho, Mark A. Bonn and Hyo Sun Jung

This study identified essential drivers of competitive productivity (CP) within the restaurant context at the meso-micro levels. Following evidence from previous research, this…

Abstract

Purpose

This study identified essential drivers of competitive productivity (CP) within the restaurant context at the meso-micro levels. Following evidence from previous research, this paper aims to discover if the relationships between the proposed drivers and restaurant competitive productivity (RCP) would differ based upon years in operations as a restaurant business (startup vs established).

Design/methodology/approach

Data analysis was conducted using responses obtained from US restaurant managers. Structural equation modeling assessed the hypothesized relationships. Additionally, multi-group analyses were conducted to test the proposed moderating roles of restaurant firm age within the proposed model.

Findings

Results documented that competitive personality, development and motivation were positively associated with employee competitive productivity (ECP) at the micro-level. Also, ECP, employee training, resource rareness, brand image and organizational culture were significantly and positively related to RCP at the meso-level. Additionally, the positive relationships between ECP and organizational culture, and RCP were greater in the established restaurant group compared with the startup group. However, the relationship between brand image and RCP was greater in the restaurant startup group than in the established group.

Practical implications

This study offered empirical evidence regarding a combination of meso and micro level drivers and their roles in improving RCP. Findings can be adopted to develop effective operational strategies to improve RCP.

Originality/value

Although RCP is critical and is proposed to be created by a comprehensive set of drivers considering organizational (meso-) and individual (micro-) situations, no literature has yet to adopt this comprehensive approach to assess RCP. This study focused on firm age and offered new knowledge about the need for developing specific strategies to improve RCP.

Article
Publication date: 16 March 2015

Hyo Sun Jung and Hye Hyun Yoon

The aim of the study was to examine whether five-star hotel employees’ promotion focus significantly influences their task-coping style, and whether their prevention focus has a…

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Abstract

Purpose

The aim of the study was to examine whether five-star hotel employees’ promotion focus significantly influences their task-coping style, and whether their prevention focus has a significant effect on their emotion- and avoidance-coping styles. This study also investigates the moderating impact of employees’ tenure on the relationships between stress-coping styles and turnover intent.

Design/methodology/approach

A total of 342 five-star hotel employees in South Korea participated in the study using a self-administered questionnaire. Confirmatory factor analysis and structural equation modeling were used to examine the hypothesized relationships between the constructs.

Findings

Hotel employees’ turnover intent decreases when they are motivated by strategies corresponding to their regulatory focus. This study found that hotel employees’ promotion focus had a significant positive effect on their task-coping style, whereas prevention focus had a significant negative effect on the emotion- and avoidance-coping style. In addition, employees’ task-coping style negatively affected their intent to leave the organization, while their emotion-coping and avoidance-coping styles positively affected turnover intent. Finally, moderating effects were related to tenure in the causal relationships among stress-coping styles and turnover intent. Thus, one can infer that the emotion-coping style has a greater effect on turnover intent in employees with a relatively short tenure than in those with a long tenure.

Practical implications

This study verified that hotel employees’ regulatory focus plays an important role in employee behavior within organizations just as individual characteristics such as personality or values do. Thus, a substantial application plan for employees’ regulatory focus was proposed for the organizational dimension. In addition, diverse plans were presented for employees’ flexible coping with stress, based on differing turnover intent, depending on employees’ stress-coping styles. Through this, a plan for reducing employee turnover intent was pursued.

Originality/value

This study associated employees’ stress-coping styles, which had been dealt with in the human resources management area, with their regulatory focus and showed that different stress-coping styles might be derived using such regulatory focus; the resulting turnover intent might also be different. The study results can provide a theoretical basis for understanding relationships among regulatory focus, stress-copying styles and turnover intent as such research is relatively lacking. Finally, this study is meaningful in that it applied the regulatory focus theory centered on customer behaviors to employees and verified the moderating effect of employees’ tenure between stress-coping styles and turnover intent.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 10 August 2015

Hyo Sun Jung and Hye Hyun Yoon

This paper aims to explain the relationships among employees’ positive psychological capital (PPC) (hope, self-efficacy, resilience and optimism), job satisfaction (JS) and…

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Abstract

Purpose

This paper aims to explain the relationships among employees’ positive psychological capital (PPC) (hope, self-efficacy, resilience and optimism), job satisfaction (JS) and organizational citizenship behaviors (OCBs) in deluxe hotels. This study also seeks to analyze the effect of JS on the employees’ OCBs. In an era of global competition when the speed of change is increasing, companies’ competitiveness depends on how well they adapt. To respond flexibly to changes, knowing how to use intangible resources is crucial.

Design/methodology/approach

This study was administered to 324 deluxe hotel employees using a self-administered questionnaire. Following Anderson and Gerbing’s (1988) two-step approach, confirmatory factor analysis was first undertaken to assess the overall fit of the three-factor model, structural equation model which was used to examine the hypothesized relationships between the constructs.

Findings

The findings showed that employees’ hope and optimism among PPC have a significant effect on their JS; their hope and resilience affect OCBs. Employees’ satisfaction was positively associated with their OCBs.

Practical implications

It was verified that PPC was an important performance factor that could improve hotel employees’ attitudes and organization’s effectiveness. Employees with high PPC were high in satisfaction with job, positively helped coworkers or superiors, and had high possibility of doing devotional action for organization. Accordingly, there will be a need of forming favorable working atmosphere so that employees can perform job with positive psychology, and of seeking diverse support programs such as counseling program or leisure activity.

Originality/value

Most previous studies have examined PPC mainly in general industries; however, this study focused on hotels as a hospitality industry. This study will have significance as the initial research of having considered that the hotel employees’ PPC formation has significant influence upon the JS and OCBs. It is predicted that positive psychology of hotel employees in a job situation leads to various efforts to develop their organization and their own development, thereby creating performance and strengthening management power.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Content available
Article
Publication date: 15 September 2021

Chris Baumann, Wujin Chu, Hume Winzar, Michael Cherry and Doris Viengkham

585

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 9
Type: Research Article
ISSN: 0959-6119

Article
Publication date: 6 October 2022

Yao Han, Ying Yang and Rosmah Mohamed

For the past two decades, researchers have been exploring knowledge of work engagement in the hospitality and tourism industry (HTI). This study aims to provide a comprehensive…

Abstract

Purpose

For the past two decades, researchers have been exploring knowledge of work engagement in the hospitality and tourism industry (HTI). This study aims to provide a comprehensive analysis of global research trends in the field through a bibliometric analysis.

Design/methodology/approach

A total of 335 papers from 2005 to 2021 were searched using the Scopus database. The analysis focused on the temporal distribution, most productive journals, countries/territories, institutions, authors, international and authors' collaboration, the most cited publications and author keywords. The VOS viewer and R software were used to visualise the scientific landscapes.

Findings

The results indicated a rapidly increasing trend of studies on work engagement in the HTI. The journal with the most published articles was the International Journal of Hospitality Management. The USA ranked first in production, and Karatepe, O.M., from Turkey was the leading author. The first and most cited article was from Salanova et al. (2005). Other themes were identified, mainly related to job resources and outcomes associated with work engagement.

Practical implications

The study provides a more comprehensive understanding of the progress of work engagement in HTI studies and offers clues for further investigation in this field.

Originality/value

This is the first paper to explore work engagement in the HTI using quantitative and visualised bibliometric analysis.

Details

Journal of Hospitality and Tourism Insights, vol. 6 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

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