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This chapter investigates the effect of customer orientation and CRM organization on hotel financial performance. A model of enhancing hotel financial performance through customer satisfaction practices was tested. Customer satisfaction was hypothesized to be a mediator in the relationships between customer orientation and CRM organization and the result being financial performance. The sample consisted of 54 hotels that was made up of three 5-star, fifteen 4-star, and thirty-six 3-star hotels in Ghana. A quantitative deductive approach was employed to gather data using cross-sectional survey, which was analyzed using PLS-SEM to check the validity, reliability and factor loading of the data. The findings revealed that, CRM organization enhances customer satisfaction and financial performance of hotels. Also, customer orientation showed significant positively related to customer satisfaction in the hotels. Surprisingly, the effects of CRM organization and customer orientation on financial performance through customer satisfaction were insignificant. Thus, customer satisfaction failed to mediate the effect of CRM organization and customer orientation on the financial performance of hotels. This suggests that though an effective CRM organization enhances customer satisfaction, it directly affects the financial performance of hotels. The outcomes have useful implications for CRM implementation on hotel financial performance in Ghana.

The concept of “Workplace Spirituality (WPS)” in the field of management has gained great interest in the last decade, especially due to its connection with profitability. There has been a rapid increase in research related to the topic. It is assumed that employees who spend a significant part of their time at work are willing to satisfy their spiritual needs at the workplace. Such unprecedented challenges as the COVID-19 pandemic have posed many difficulties for organizations to remain agile, develop and grow, and innovate to survive. At this very moment, the importance and meaning of WPS for managers appear to have increased even more. Workplace spirituality is related to motivation, belongingness, and loyalty, and the pandemic seems to have created significant issues concerning these topics with employees. Employees have been forced to work from home due to prolonged restrictions and have faced difficulties in returning to work post-pandemic. Workplace spirituality has the potential to help employees stay motivated in their work, increase their job performance, enhance job satisfaction, and improve their mental health during this difficult period. Organizations can support their employees by implementing different practices to develop workplace spirituality. In this article, approaches to satisfy the spiritual needs of employees post-pandemic, and the efforts of workplaces to meet these needs, are examined with insights from theoretical and practical life.

Although the issues related to the motivation of entrepreneurs have been widely studied, there is a less study focussing on the immigrant women’s entrepreneurial motivation under challenging environment such as COVID-19. Existing studies on entrepreneurs’ motivations mainly adapt the concepts that have often been developed in male-dominated paradigm. According to Shmailan (2016), male entrepreneurs focus on making sure costs are under control and are more profit driven. Women seek to make social contributions and want to ensure their quality. Some of the literature suggests that men are inclined to start businesses because of financial considerations and are more likely to be pulled into entrepreneurship. Conversely, women are likely to start business because of lifestyle issues and are more likely to be pushed into self-employment (Clain, 2000; Georgellis & Wall, 2005; Takahashi, Lourenço, Sander, & Souza, 2014).

This chapter focuses on the motivation of immigrant females in developed economies and what makes them continue especially during difficult times such as recent crisis ‘new normal’, COVID-19 pandemic. The study explores the challenges ethnic female entrepreneurs are facing and what motivated them to continue. The study also seeks their responds and strategies during challenging time such as the pandemic. The findings indicate that women often pursuit business opportunities to satisfy social needs, rather than focussing on traditional business outcomes such as growth or profit. The study found a stronger desire to contribute to a society, community and family’s needs among female founders in the UK . The immigrant female entrepreneurs have shown strong resilience during the COVID-19 pandemic crisis.