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Article
Publication date: 14 November 2016

Seunghyun Brian Park, Jichul Jang and Chihyung Michael Ok

The purpose of this paper is to use Twitter analysis to explore diner perceptions of four types of Asian restaurants (Chinese, Japanese, Korean and Thai).

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Abstract

Purpose

The purpose of this paper is to use Twitter analysis to explore diner perceptions of four types of Asian restaurants (Chinese, Japanese, Korean and Thai).

Design/methodology/approach

Using 86,015 tweets referring to Asian restaurants, this research used text mining and sentiment analysis to find meaningful patterns, popular words and emotional states in opinions.

Findings

Twitter users held mingled perceptions of different types of Asian restaurants. Sentiment analysis and ANOVA showed that the average sentiment scores for Chinese restaurants was significantly lower than the other three Asian restaurants. While most positive tweets referred to food quality, many negative tweets suggested problems associated with service quality or food culture.

Research limitations/implications

This research provides a methodology that future researchers can use in applying social media analytics to explore major issues and extract sentiment information from text messages.

Originality/value

Limited research has been conducted applying social media analysis in hospitality research. This study fills a gap by using social media analytics with Twitter data to examine the Twitter users’ thoughts and emotions for four different types of Asian restaurants.

Details

Journal of Hospitality and Tourism Technology, vol. 7 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 24 July 2019

Juhyun Kang and Jichul Jang

This paper aims to examine the influence of role stressors on service-oriented organizational citizenship behavior (OCB) mediated by depersonalization, with a moderator of…

Abstract

Purpose

This paper aims to examine the influence of role stressors on service-oriented organizational citizenship behavior (OCB) mediated by depersonalization, with a moderator of social capital.

Design/methodology/approach

A self-administered online survey was completed by 265 current hotel frontline employees in the USA.

Findings

The study reveals that role ambiguity has a detrimental impact on service-oriented OCB. The results show that depersonalization is found to be a critical mediator that modifies the implications of both role ambiguity and role conflict for service-oriented OCB. Furthermore, the negative effect of role conflict on depersonalization is buffered by social capital.

Practical implications

Hotel firms that would like to encourage employees to exert proactive behaviors in their jobs might benefit from developing an effective way to reduce role stressors in their jobs. However, given that such role stressors are inevitable in the workplace, hotel firms should place more emphasis on enhancing social capital as an effective way to manage role stressors in the workplace.

Originality/value

This study advances previous studies on role stressors and service-oriented OCB by addressing how and why role stressors influence employees’ service-oriented OCB. This study incorporates advanced job demand-resource theory by identifying social capital as a critical job resource to buffer the detrimental impact of role conflict on depersonalization in the hotel context.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 3 June 2019

Timothy Lee Keiningham, Zeya He, Bas Hillebrand, Jichul Jang, Courtney Suess and Laurie Wu

The purpose of this paper is to explore the relationship between innovation and authenticity by developing a conceptual framework that illuminates the key constructs.

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Abstract

Purpose

The purpose of this paper is to explore the relationship between innovation and authenticity by developing a conceptual framework that illuminates the key constructs.

Design/methodology/approach

The paper adopts a common perspective – the customer – for both innovation and authenticity. A conceptual framework identifying the roles of centrality and distinctiveness in the innovation–authenticity relationship is developed and justified based upon prior research regarding brand extensions and authenticity.

Findings

The innovation–authenticity relationship can be visualized and managed using two constructs: centrality and distinctiveness. Centrality is proposed to have a positive relationship, whereas distinctiveness is proposed to have a non-linear (inverted-U) relationship.

Originality/value

The paper contributes a new conceptualization of the innovation–authenticity–loyalty relationship. It applies C–D Mapping in a completely new way to provide managerially relevant visualization of customers’ perceptions of a new innovation vis-à-vis the parent brand to guide strategic decision making. The paper also suggests areas for further research to improve our understanding of successful innovation–authenticity alignment.

Details

Journal of Service Management, vol. 30 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 19 June 2017

Peter Beomcheol Kim, Gyumin Lee and Jichul Jang

The purpose of this paper is to investigate a research model of employee empowerment along with its contextual determinants (i.e. leader-member exchange (LMX) and schedule…

2302

Abstract

Purpose

The purpose of this paper is to investigate a research model of employee empowerment along with its contextual determinants (i.e. leader-member exchange (LMX) and schedule flexibility) and primary consequence (i.e. service performance) for restaurant workers in New Zealand and South Korea. The study further examines a moderating role of national differences derived from the power distance theory for the hypothesized paths between empowerment and its determinants and consequences.

Design/methodology/approach

This study utilized traditional paper-and-pencil surveys for data collection. A final sample of 303 service employees from restaurants in New Zealand (n=152) and South Korea (n=151) was used to test research hypotheses by structural equation modeling using LISREL (version 8.80).

Findings

The study concludes with two core findings supporting research hypotheses. First, as hypothesized, employees who consider their schedule flexible with high LMX quality with their immediate supervisor are more likely to feel empowered, and empowered workers are more likely to perform well in customer services. Furthermore, the results show that the impact of schedule flexibility and LMX on empowerment and the impact of empowerment on service performance are more salient among South Korean employees than their New Zealand counterpart.

Originality/value

Based on job characteristics, work adjustment, and social exchange theories, this study develops and tests a research model of employee empowerment including service context-relevant determinants, i.e., schedule flexibility and LMX, as well as a crucial work outcome, i.e., service performance, using two different national samples. The findings of this study contribute to the body of knowledge in understanding the organizational dynamic of employee empowerment in the service industry, suggesting that managers incorporate relevant contextual practices to promote empowerment, which ultimately enhances employees’ service performance. It is also recommended that such practices are carefully implemented, taking into consideration the cultural background of the workforce.

Details

Management Decision, vol. 55 no. 5
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 8 August 2016

Donghwan Yoon, Jichul Jang and JungHoon (Jay) Lee

Recently, the hotel industry has increased its adoption of environmental management practices. Because the research on hotel environmental management often overlooks…

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Abstract

Purpose

Recently, the hotel industry has increased its adoption of environmental management practices. Because the research on hotel environmental management often overlooks organizational factors, this study aims to investigate the effects of an environmental management strategy (EMS) on organizational citizenship behavior and tested the mediating roles of organizational trust and commitment in explaining those effects.

Design/methodology/approach

An online survey of US hotel employees yielded 373 complete responses. Data were analyzed with structural equation modeling.

Findings

EMS positively affected organizational trust and commitment, which ultimately influenced organizational citizenship behavior. Furthermore, organizational trust and commitment fully mediated the relationship between EMS and organizational citizenship behavior.

Practical implications

The results establish the foundation for applying EMS in organizational operations. The findings can benefit managers, as they show how hotel firms’ prosocial practices can enhance employees’ positive behaviors.

Originality/value

Despite the importance of employee attitudes and behaviors, little is known about the mechanism by which employees perceive the influence of an EMS on organizational citizenship behaviors. Therefore, the study examined organizational trust and commitment as mediators of the relationship between EMS and organizational citizenship behavior.

Details

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

Keywords

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