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Article
Publication date: 24 September 2024

Lijing Zhao, Shashan Bao, Phillip M. Jolly and Yi Su

The purpose of this study was to investigate how and when exploitative leadership hinders hospitality employees’ service innovative behavior. Based on the conservation of resource…

Abstract

Purpose

The purpose of this study was to investigate how and when exploitative leadership hinders hospitality employees’ service innovative behavior. Based on the conservation of resource theory, the authors examined the mediating role of relational energy and the moderating impact of sensitivity to interpersonal mistreatment on this relationship.

Design/methodology/approach

Two-wave data collection from 54 hotel leaders and 266 subordinates in China resulted in 266 supervisor–subordinate matched data sets. Structural equation modeling analyses were used for data analysis.

Findings

Exploitative leadership is negatively related to hospitality employees’ service innovative behavior via diminished employee relational energy. Furthermore, employees with high sensitivity to interpersonal mistreatment experience intensified negative impact of exploitative leadership on relational energy and subsequent service innovation behavior.

Research limitations/implications

Hotel management must recognize and mitigate the effects of exploitative leadership to foster an environment conducive to service innovation. In addition, hotel managers should be attuned to the employees’ relational energy, recognizing its essential role in driving innovative behavior.

Originality/value

This research contributes insights into how exploitative leadership style impedes employee service innovation behavior. It further illuminates the role of relational energy as a critical mediator in this relationship.

Details

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

Keywords

Article
Publication date: 11 December 2023

Lijing Zhao, Phillip M. Jolly, Shuming Zhao and Hao Zeng

The present study was conducted to investigate the relationship between team-level inclusive leadership perceptions, team thriving, and team proactivity as well as the moderating…

Abstract

Purpose

The present study was conducted to investigate the relationship between team-level inclusive leadership perceptions, team thriving, and team proactivity as well as the moderating effect of team power distance on these relationships.

Design/methodology/approach

A two-wave survey study of 365 manufacturing employees comprising 85 teams in an organization in Eastern China was used to test the hypotheses.

Findings

The findings indicate that inclusive leadership stimulates collective thriving, which then promotes team proactivity. In addition, team power distance negatively moderates the relationship between inclusive leadership and collective thriving, as well as the indirect effect of inclusive leadership on team proactivity via collective thriving.

Originality/value

This study is one of the first to investigate the effects of inclusive leadership at the team level, and answers recent calls to investigate the mechanisms linking leadership-related constructs to team-level proactivity. The authors also identify an important boundary condition to the effects of inclusive leadership in team power distance.

Details

Personnel Review, vol. 53 no. 7
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 23 December 2022

Lijing Zhao, Phillip M. Jolly and Shuming Zhao

This study aims to investigate the influence of illegitimate tasks on frontline hospitality employees’ in-role and extra-role performance via the mediating role of thriving at…

Abstract

Purpose

This study aims to investigate the influence of illegitimate tasks on frontline hospitality employees’ in-role and extra-role performance via the mediating role of thriving at work and the moderating role of work centrality.

Design/methodology/approach

Survey data were collected from 264 supervisor–subordinate pairs from three hotels in Jiangsu, China and analyzed using structural equation modeling.

Findings

Illegitimate tasks negatively affected hospitality employees’ in-role and extra-role performance by inhibiting thriving at work. In addition, work centrality strengthened the impact of illegitimate tasks on thriving at work and their indirect effect on in-role and extra-role performance via reduced thriving at work.

Practical implications

First, managers should avoid assignment of unnecessary tasks. However, many tasks that could be viewed as illegitimate must still be performed; the results demonstrate that managers must be mindful of how such tasks are assigned and to whom, and should take steps to minimize and/or manage potential negative reactions to illegitimate tasks.

Originality/value

This study enriches the illegitimate tasks literature by examining its influence on the frontline hospitality employees’ in-role and extra-role performance and highlights a novel mediating mechanism linking illegitimate tasks and employee performance using conservation of resource theory. In addition, this reveals the novel moderating effect of work centrality.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 28 July 2023

Lindsey Lee, Heyao Yu and Phillip M. Jolly

People develop general stereotypes and beliefs about how people look and behave, and discrepancies in perceptions of warmth and competence can lead to incongruence in expected…

Abstract

Purpose

People develop general stereotypes and beliefs about how people look and behave, and discrepancies in perceptions of warmth and competence can lead to incongruence in expected behaviors during service interactions. These perceptions can contribute to negative outcomes for employees; therefore, this study aims to examine how perceptions of warmth affect both customer reactions to employees who are Asian and the work stress, strain and attitudes of employees who are Asian toward their jobs.

Design/methodology/approach

To investigate the phenomenon, the authors conducted three studies. The first study examined whether occupational-racial stereotypes influence customers’ evaluation of employees’ service recovery performance. The second study temporally examined whether employees who are Asian engage in more emotional labor strategies to counter these occupational-racial stereotypes and as a result experience more negative outcomes. And a third study investigated the cumulative effects of negative perceptions on employee outcomes.

Findings

The results suggest employees in the hospitality industry who are Asian are perceived as less warm during service failure interactions and, thus, must work harder to regulate their emotions. As a result, employees who are Asian reported experiencing more negative outcomes, supporting the notion that occupational-racial stereotypes contribute to racial disparity and act as challenges and barriers for employees in the service industry.

Research limitations/implications

These findings emphasize the need to understand and address occupational-racial stereotypes for employees who are Asian to mitigate racial disparities in the service industry. Organizations can promote diverse work climates, provide emotional support and foster high-quality relationships to support employee well-being and satisfaction.

Originality/value

The results provide insight into how stereotypical warmth perceptions of employees who are Asian may affect the demands they face when engaging in service recovery, and how these increased demands may reduce the quality of their work experiences.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 16 December 2021

Phillip M. Jolly, Susan E. Gordon and Timothy T. Self

The restaurant industry is characterized by long hours, intense job demands and a lack of work-life balance. While a growing body of research has investigated methods for…

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Abstract

Purpose

The restaurant industry is characterized by long hours, intense job demands and a lack of work-life balance. While a growing body of research has investigated methods for decreasing role conflict-related stress and strain in foodservice and hospitality employees, there is still little understanding of what supervisors can do to decrease work-life-related employee strain. This study aims to investigate how family-supportive supervisor behaviors (FSSB) influence employee emotional exhaustion (EE) and subsequent turnover intentions, as well as the role of gender in moderating these effects.

Design/methodology/approach

A survey-based design using a national panel of 226 foodservice employees was used to investigate the hypotheses developed in this paper.

Findings

Results indicated that FSSB decreased employee EE and subsequent turnover intentions. The authors also found that this relationship was stronger for female employees.

Research limitations/implications

The study provides insight into the role that employee gender may play in response to the perception of and reactions to FSSB. Women still shoulder a majority of home and non-work caring duties, and therefore, they may be more positively affected when supervisors engage in behaviors that allow for balancing work and non-work demands.

Originality/value

There is little hospitality or foodservice-focused research into the effects of FSSB, and little overall research that investigates the role that gender may play in shaping the beneficial effects of FSSB. Given that women make up a majority of foodservice employees in the USA, yet there is a lack of female representation at higher levels of organizations, the study provides insights into ways in which organizations and supervisors can improve female employees’ working experiences and potentially increase their retention.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 7 June 2019

Timothy T. Self, Susan Gordon and Phillip M. Jolly

This study aims to examine how hospitality human resource (HR) professionals assess talent when recruiting college students, how MIT programs are structured and how recruiters…

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Abstract

Purpose

This study aims to examine how hospitality human resource (HR) professionals assess talent when recruiting college students, how MIT programs are structured and how recruiters perceive GenZ compared to Millennials.

Design/methodology/approach

A Delphi approach was used to collect the opinions of experts in the area of hospitality recruiting and talent development.

Findings

Results showed integrity and strong work ethic are top descriptors to define talent, and prior performance and soft skills are top items assessed when hiring talent. The participants view GenZ as desiring work-life balance, tech savvy, interested in social responsibility, more accepting of differences, wanting higher salaries and more tech savvy than Millennials.

Practical implications

Recruiters highly value prior work experience so students should be encouraged to pursue internships with companies they are interested in working for upon graduation. Providing mock interviews and networking events can help students better their soft skills. Organizations using MIT programs should use realistic job previews in the selection process and make regular coaching and mentoring a key part of the program. Hospitality organizations should place emphasis on GenZ’s quest for work-life balance and find ways to take advantage of their technology savviness.

Originality/value

This study is one of the first to understand how hospitality organizations’ MIT programs are structured. It is one of the few to examine how talent is defined and assessed by hospitality HR professionals and compare HR professionals’ perceptions of GenZ versus Millennials.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 July 2023

Shashan Bao and Phillip M. Jolly

This study investigates the role of emotional energy as a mediator of the relationship between transformational leadership (TFL) and work engagement.

Abstract

Purpose

This study investigates the role of emotional energy as a mediator of the relationship between transformational leadership (TFL) and work engagement.

Design/methodology/approach

A two-wave survey was conducted through Prolific and 392 valid responses were collected from full-time hospitality and tourism employees. RStudio was used for structural equation modeling and bootstrapping analysis.

Findings

Results indicate that the positive relationship between TFL and work engagement is mediated by emotional energy.

Practical implications

The research particularly highlights to practitioners the important role of emotional energy and provides methods to improve emotional energy. Hospitality leaders should monitor the emotional energy levels of their employees and strive to avoid energy depletion. The findings also provide practitioners with some support in explaining the importance of leadership training workshops to leaders and their organizations.

Originality/value

The study provides new insight into the process underlying the TFL–work engagement relationship and highlights the importance of emotional energy as a construct of study in the hospitality industry.

Details

Journal of Hospitality and Tourism Insights, vol. 7 no. 2
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 8 January 2020

Marcus A. Valenzuela, Guowei Jian and Phillip M. Jolly

The purpose of this paper is to examine how organizational diversity may be associated with immigrants’ quality of coworker relationships. More specifically, this paper examines…

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Abstract

Purpose

The purpose of this paper is to examine how organizational diversity may be associated with immigrants’ quality of coworker relationships. More specifically, this paper examines how immigrants’ perceived deep-level similarity and perceived workplace ethnic diversity may be associated with their quality of coworker relationships.

Design/methodology/approach

A final sample of 347 immigrant employees were surveyed. Hierarchical regression analyses were conducted to test the hypotheses.

Findings

Immigrants’ quality of coworker relationships is positively associated with their perceived deep-level similarity with other coworkers. In addition, perceived workplace ethnic diversity moderates this relationship such that the relation is stronger as perceived workplace ethnic diversity increases.

Research limitations/implications

The study and analyses are based on cross-sectional and single-source data and cannot determine causality. The study is also restricted to immigrants in the USA.

Practical implications

Findings provide evidence that increased levels of ethnic diversity and deep-level similarity in the workplace may improve immigrants’ quality of relationships, helping them integrate more successfully in organizations. Thus, managers seeking to benefit from diversity should strive for the creation of truly multicultural organizations or workgroups and focus on fostering similarities in deep-level attributes to maximize their potential.

Originality/value

Immigrants are an important asset for organizations, but research about their inclusion in organizations is limited, especially when examining their integration in their workplaces. This study addresses some of these limitations by looking at the effect of diversity in organizations.

Details

Employee Relations: The International Journal, vol. 42 no. 2
Type: Research Article
ISSN: 0142-5455

Keywords

Article
Publication date: 5 November 2021

Amit Sharma, Phillip M. Jolly, Robert Magneson Chiles, Robin B. DiPietro, Angeline Jaykumar, Hema Kesa, Heather Monteiro, Kevin Roberts and Laure Saulais

Moral aspects of food are gaining increased attention from scholars due to growing complexity of the food system. The foodservice system is a complex arrangement of stakeholders…

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Abstract

Purpose

Moral aspects of food are gaining increased attention from scholars due to growing complexity of the food system. The foodservice system is a complex arrangement of stakeholders, yet has not benefited from similar scholarly attention on the moral facets. This gap is of significance given that the foodservice system has increased in importance with the larger proportion of food consumed in foodservice environments. This paper aims to focus on the foodservice system with the goal of applying moral perspectives associated with the theoretical discussion on the principles of food ethics.

Design/methodology/approach

Food ethics is described within the theoretical framework of three principles, namely, autonomy, justice and well-being. These ethical principles are reviewed in context of the foodservice system comprised of food distribution (supply chains), preparation (foodservice establishments) and consumption (consumer demand). The review also includes international perspectives on foodservice system ethics to assess relativism (versus universalism) of moral issues.

Findings

As the foodservice system increases in complexity, greater discussion is needed on the ethics of this system. This study observes that ignoring ethical principles can negatively impact the ability of consumers, businesses and communities to make informed choices, and on their well-being. Alternatively, a focus on understanding the role of food ethics can provide an anchor for research, practice and policy development to strengthen the foodservice system. While these moral principles are universal truths, they will require relative introspection globally, based on local experiences.

Originality/value

This paper presents a moral principle-based description of food ethics that incorporates the various components of the expanding foodservice system.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 9 August 2024

Sydney Pons, Donna Quadri-Felitti, Phillip M. Jolly and Michael J. Tews

Hiring employees with criminal records has become a heightened topic of conversation for hospitality practitioners. The labor shortage in the hospitality industry has increased…

Abstract

Purpose

Hiring employees with criminal records has become a heightened topic of conversation for hospitality practitioners. The labor shortage in the hospitality industry has increased consideration for individuals impacted by the justice system, bolstered by programming such as second-chance vocational training programs. However, hospitality practitioners with second-chance employment practices have had challenges managing the multiple stakeholder relationships to employ and retain justice-impacted employees. The purpose of this paper is to aid practitioners in the hospitality industry with an innovative and inclusive hiring practice with timely implications in the United States.

Design/methodology/approach

This paper will emphasize the correctional system actors, community-based partners, and justice-impacted employees as salient stakeholders in such hiring contexts. Employing a stakeholder theoretical perspective, we outline a stakeholder map for hospitality practitioners with fair chance hiring practices to better understand second-chance employees.

Findings

Organizations do not sit on the periphery of a community; they are interconnected with the community in many direct and indirect ways. Past research has yet to identify a relationship between stakeholder theory and second-chance employment when the stakeholders involved in this employee population are arguably extended. By providing a stakeholder mapping process second-chance employment context, the interwoven actors’ needs can be more holistically assessed.

Originality/value

In America, individuals with a criminal record are often a forgotten and stigmatized labor pool. With this paper, we aim to break down barriers of bias while encouraging the narrative toward true Diversity, Equity, Inclusion, and Belonging (DEIB) hiring practices. Multiple stakeholder management is often an organizational challenge, and by providing this framework, we provide guidelines to practitioners while highlighting the opportunity for community leadership. To that end, we provide guidelines for hospitality practitioners intending to increase justice-involved employee retention through stakeholder relationship management.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

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