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Article
Publication date: 4 February 2021

Yaoqi Li, Biqiang Liu, Ping Chen and Tzung-Cheng Huan

This paper aims to introduce the psychological variable of “social distance” and use SEM to analyze the relationship between tourism service providers’ physical…

Abstract

Purpose

This paper aims to introduce the psychological variable of “social distance” and use SEM to analyze the relationship between tourism service providers’ physical attractiveness (SPPA) and tourists’ perceptions of social distance, stereotypes and service quality.

Design/methodology/approach

The data collectors were instructed to convenience sampling tourists in Guangzhou Chimelong Tourist Resort, the biggest resort in South China and 334 valid questionnaires were collected. This study used CFA to confirm the measurement model and to check the reliability and validity of the constructs. Using Mplus 7.0, SEM was performed to test the hypotheses of this study.

Findings

The study found that tourism SPPA can improve tourists’ stereotype perception by reducing the social distance between tourists and service providers, which ultimately improves service quality. This study also found that only warmth perception can significantly improve the service quality evaluation of tourists, with competence perception having no significant effect.

Originality/value

This study focused on the SPPA in tourism services, expanding the research on tourism service management and on the effect of physical attractiveness; enriched the stereotype content model and behaviors from intergroup affect and stereotypes map by clarifying the mediating role of social distance and stereotypes; found different roles played by the competence and warmth stereotype in the enhancement effect; helped find an insightful strategy to improve service quality by recruiting and training employees intentionally.

旅游服务人员的外貌吸引力与顾客服务质量评价:热情与能力同等重要吗?

目的

本文的目的在于利用结构方程模型验证旅游服务人员的外貌吸引力、旅游者感知社会距离与服务质量感知之间的关系, 并为如何提升旅游服务质量提出建议。

设计/方法学/方法

研究使用方便抽样的方式在广州长隆旅游度假区共回收有效问卷334份。本文使用Mplus 7.0对研究模型进行了检验。

结果

研究结果表明, 旅游服务人员的外貌吸引力可以通过拉近其与旅游者之间的社会距离, 从而能够提升旅游者对其的热情和能力刻板印象, 进而提升旅游者服务质量感知。本文还发现热情和能力刻板印象的重要性有所不同, 只有后者能够显著提升旅游者服务质量感知。

创意/价值

第一, 本研究从一线旅游服务人员的外貌吸引力因素视角, 推进了旅游服务管理和外貌刻板印象的相关研究。第二, 本文还通过厘清社会距离和刻板印象的中介作用, 丰富了SCM和BIAS map理论。第三, 本文发现了热情和能力刻板印象在提升服务质量感知过程中的不同作用。

关键词:外貌吸引力, 社会距离, 刻板印象, SCM, BIAS map, 服务质量

文章类型: 研究型论文

El atractivo físico de los prestadores de servicios turísticos y la evaluación de la calidad del servicio de los clientes: ¿qué es más importante, la calidez o las competencias?

Objetivo

El objetivo de este artículo es introducir la variable psicológica del “distanciamiento social” y utilizar un modelo de ecuaciones estructurales para analizar la relación entre el atractivo físico de los prestadores de servicios turísticos y la percepción de los turistas sobre el distanciamiento social, estereotipos y la calidad del servicio.

Diseño/Metodología/Enfoque

Los recopiladores de datos recibieron instrucciones de tomar muestras de turistas a conveniencia en el centro turístico de Guangzhou Chimelong, el centro turístico más grande del sur de China. Se recolectaron 334 cuestionarios válidos. Este estudio utilizó el AFC para confirmar el modelo de medición y verificar la confiabilidad y validez de los constructos. Para probar las hipótesis de este estudio, se elaboró un modelo de ecuaciones estructurales utilizando Mplus 7.0.

Resultados

En este estudio se encontró que el atractivo físico de los prestadores de servicios turísticos puede mejorar los estereotipos de los turistas, reduciendo el distanciamiento social entre los turistas y los prestadores de servicios y a la vez, en última instancia, formar una mayor calidad del servicio. En este estudio también se encontró que, en dos estereotipos, la percepción de la calidez y de las competencias, solo el último puede mejorar significativamente la evaluación de la calidad del servicio por parte de los turistas. No existe una relación significativa entre la percepción de la calidez y la evaluación de la calidad del servicio.

Originalidad/Valor

En primer lugar, este estudio se enfocó en el atractivo físico del personal de primera línea que presta los servicios turísticos, ampliando la investigación a la gestión de los servicios de turismo y el efecto del atractivo físico. En segundo lugar, este estudio enriqueció el SMC y el mapa BIAS al aclarar el rol mediador del distanciamiento social y los estereotipos. En tercer lugar, en este estudio se encontraron los diferentes roles que juegan el estereotipo de las competencias y el de la calidez en la relación entre el atractivo físico y la calidad del servicio.

Palabras clave

Atractivo físico, distanciamiento social, estereotipos, SMC, mapa BIAS, calidad del servicio

Details

Tourism Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1660-5373

Keywords

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Article
Publication date: 10 September 2020

You-De Dai, Wen-Long Zhuang, Sung-Cheng Lu and Tzung-Cheng Huan

The purpose of this study is to explore the impact of psychological ownership on work engagement and job burnout within international tourist hotel employees, and…

Abstract

Purpose

The purpose of this study is to explore the impact of psychological ownership on work engagement and job burnout within international tourist hotel employees, and simultaneously examine the moderating role of regulatory foci.

Design/methodology/approach

This research collected questionnaire samples from the employees of international tourist hotels in the cities of Taiwan (Taipei, Taichung and Kaohsiung) and China (Xiamen and Quanzhou). Purposive sampling was adopted. In total, 300 questionnaires were distributed to each hotel, and the total number of questionnaires finally distributed reached 1,500.

Findings

This research applies social identity theory and regulatory theory to develop a new research framework with the sample of the employees in the five-star international tourism hotel. This study found that psychological ownership has a significant and positive effect on work engagement and has a negative effect on job burnout. In addition, regulatory foci moderate the relationship between psychological ownership and work engagement as well as the relationship between psychological ownership and job burnout respectively. These analytic results fill the research gap within the literature in relation to the moderating effects of a regulatory focus on psychological ownership’s relationships to work engagement and job burnout.

Originality/value

This study explains how employees with high psychological ownership will develop higher work engagement and lower job burnout. In addition, this research also includes regulatory foci as a situational variable to examine the moderating relationship with psychological ownership, work engagement, and job burnout.

目的

本研究的目的是探讨心理所有权对国际旅游酒店员工的工作投入和工作倦怠的影响, 同时检视调节焦点的调节作用。

设计/方法/步骤

本项研究运用台湾(台北, 台中和高雄)和中国(厦门和泉州)两个城市的国际旅游饭店的员工那里收集了问卷样本。本研究采用目的抽样, 各地共发放问卷300份, 总数达到1,500份。

研究结果

本研究透过应用社会认同理论和管理理论来发展新的研究架构, 解决了旅游和酒店业文献研究的不足。本研究发现, 心理所有权对工作投入有正向的影响, 对工作倦怠有负向的影响。此外, 调节焦点亦分别调节了心理所有权对工作投入和心理所有权对工作倦怠之间的关系。这些分析结果弥补了旅游和酒店业文献中有关调节焦点对心理所有权, 工作投入和工作倦怠之间关系的调节作用的研究缺口。

独创性/价值

本研究发现, 具有较高心理所有权的员工可以提高其工作投入和降低其工作倦怠程度。此外, 本研究还包含调节焦点作为情境变量, 以检验心理所有权, 工作投入和工作倦怠之间的关系。

Purpose

El objetivo de este estudio es explorar el impacto de la psicología de la propiedad en el ámbito del compromiso laboral y el desgaste profesional entre los empleados de hoteles turísticos internacionales y, al mismo tiempo, examinar el papel moderador de los focos reguladores.

Design/methodology/approach

Esta investigación ha recopilado muestras de cuestionarios realizados a empleados de hoteles turísticos internacionales en ciudades de Taiwán (Taipéi, Taichung y Kaohsiung) y China (Xiamen y Quanzhou). Se ha adoptado la modalidad de muestreo intencional. En total, se distribuyeron 300 cuestionarios a cada hotel, y el número total de cuestionarios finalmente distribuidos llegó a los 1500.

Findings

Esta investigación aplica la teoría de la identidad social y la teoría regulatoria para desarrollar un nuevo marco de investigación con la muestra de los empleados de hoteles turísticos internacionales de cinco estrellas. Este estudio descubrió que la psicología de la propiedad tiene un efecto positivo en el compromiso laboral y un efecto negativo en el desgaste profesional. Además, los focos reguladores moderan la relación entre la psicología de la propiedad y el compromiso laboral, así como la relación entre la psicología de la propiedad y el desgaste profesional respectivamente. Estos resultados analíticos cubren el vacío de investigación asociado a los efectos moderadores de un foco regulador sobre las relaciones de la psicología de la propiedad con el compromiso laboral y el desgaste profesional.

Originality/value

Este estudio explica cómo los empleados con un alto sentido de la psicología de la propiedad desarrollarán un mayor compromiso laboral y menos desgaste profesional. Además, esta investigación también incluye focos reguladores como una variable situacional para examinar la relación moderadora con la psicología de la propiedad, el compromiso laboral y el desgaste profesional.

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Article
Publication date: 19 March 2021

Lishan Xie, Xinhua Guan, Yingxin He and Tzung-Cheng Huan

This study aims to evaluate the process of value co-creation within wellness tourism by constructing a structural equation model of customer interactions with the…

Abstract

Purpose

This study aims to evaluate the process of value co-creation within wellness tourism by constructing a structural equation model of customer interactions with the environment, service employees and other customers relating to customer-perceived value and customer engagement.

Design/methodology/approach

Questionnaires, including wellness tourists’ customer-environment interaction, customer-service employee interaction, customer-customer interaction, customer-perceived value, customer engagement and demographic background, were developed and distributed at well-known wellness tourism destinations around Guangzhou City, Guangdong Province, China. This study collected 528 valid questionnaires from hot spring resorts, national forest parks, mountain parks and spa wellness facilities located in Guangdong Province, China. Structural equation modeling (SEM) was used to analyze the obtained data.

Findings

The results reveal that all three types of interactions, which include the customer-environment interaction (CEI), the customer-service employee interaction (CSI) and the customer-customer interaction (CCI), have positive effects on customer-perceived value (CPV) and that CPV positively affects customer engagement (CE). Based on these findings, recommendations for the management of wellness tourism service enterprises are given.

Originality/value

The causes and effects of CPV in wellness tourism, from the perspective of value co-creation, is a rather unexplored area of study. It contributes not only to knowledge about factors that foster CPV but also to the understanding of connections between CPV and CE.

目的

本研究通过构建顾客与环境、服务员工和其他顾客之间互动对顾客感知价值和顾客契合的结构方程模型, 探究养生旅游中的价值共创过程。

设计/方法/步骤

本研究在中国广东省广州市附近知名的养生旅游目的地发放问卷, 问卷内容包括养生旅游者的顾客-环境互动, 顾客-服务员工互动, 顾客-顾客互动, 顾客感知价值, 顾客契合和人口统计学背景。本研究从广东省温泉度假区、国家森林公园、山脉等旅游目的地收集了有效问卷528份, 使用结构方程模型(Structural Equation Modeling, SEM)对所获得的数据进行分析。

研究结果

本研究数据分析结果显示, 顾客与环境互动、顾客与服务人员互动和顾客与顾客互动三种互动类型均对顾客感知价值有正向影响, 而顾客感知价值正向影响顾客契合。在此基础上, 本文针对养生旅游服务企业提出了管理建议。

独创性/价值

本研究从价值共同创造的角度对养生旅游中顾客感知价值的因果关系进行了一项未被探索的研究, 这不仅有助于我们识别并培育影响顾客感知价值的因素, 而且有助于我们理解顾客感知价值与顾客契合之间的联系。

Objetivo

Este estudio evaluó el proceso de la creación conjunta de valor dentro del turismo de bienestar, mediante la construcción de un modelo de ecuación estructural de las interacciones de los clientes con (1) el medio ambiente, (2) los empleados de servicio y (3) otros clientes relacionados con el valor percibido por el cliente y el compromiso del cliente.

Diseño/Metodología/Enfoque

Los cuestionarios fueron distribuidos en destinos de turismo de bienestar conocidos cerca de la ciudad de Guangzhou, provincia de Guangdong, China. El contenido del cuestionario incluye: interacción cliente-medio ambiente, interacción cliente-empleado de servicio, interacción cliente-cliente, valor percibido por el clientes, compromiso del clientes y el contexto demográficos. Este estudio recopiló 528 cuestionarios válidos de centros turísticos de aguas termales, parques forestales nacionales, montañas y spas de bienestar localizados en la provincia de Guangdong,China. Se utilizó el modelo de la ecuación estructural (Structural Equation Modeling, SEM) para analizar los datos obtenidos.

Resultados

Los resultados revelan que los tres tipos de interacciones, que incluyen la interacción cliente-medio ambiente (ICMA), la interacción cliente-empleados de servicio (ICES), y la interacción cliente-cliente (ICC), tienen efectos positivos en el valor percibido por el cliente (VPC), y que el VPC afecta positivamente el compromiso del cliente (CC). Con base en estos resultados, se dan recomendaciones de gestión para las empresas de servicios de turismo de bienestar.

Originalidad/Valor

Este es un estudio bastante inexplorado sobre la causa y el efecto del VPC en el turismo de bienestar, desde la perspectiva de la creación conjunta de valor (CCV). Este estudio no solo contribuye al conocimiento sobre los factores que fomentan el VPC, sino también a la comprensión de las conexiones entre el VPC y el CC.

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Article
Publication date: 30 March 2020

Kuan-Yang Chen and Tzung-Cheng Huan

This study aims to explore three critical factors, namely, specific assets investment (SAI), knowledge integration mechanism (KIM) and complementary capability (CC), the…

Abstract

Purpose

This study aims to explore three critical factors, namely, specific assets investment (SAI), knowledge integration mechanism (KIM) and complementary capability (CC), the antecedents of market knowledge from on structure, process and strategy aspects. This study then tests their effects on the market knowledge-market performance linkage in an asymmetric commerce relationship.

Design/methodology/approach

This study identified the asymmetric business-to-business (B2B) channel relationship of travel service industry. A total of 248 responses were received from the two waves of data collection and the data was analyzed by the structural equation modeling method.

Findings

Based on the managerial theory related to transaction cost, knowledge-based view and resource-dependent, SAI, KIM and CC all affect market knowledge, and had an indirect effect on market performance; market knowledge significantly and positively affects market performance.

Research limitations/implications

In addition to relationship marketing or social exchange theory, this study provides an integrated framework with different theoretical studies to supplement the explanation of relationship marketing theory in the non-significant relationship between trust and commitment and their outcomes.

Practical implications

This study provides answers for weaker firms how to enhance their market knowledge from their stronger partners.

Originality/value

No current studies have explored how service firms with weak bargaining power could enhance their market knowledge under an imbalanced B2B relationship. This supports the call for the possible factors as the key antecedents of market knowledge on the asymmetric B2B relationship.

Details

Journal of Knowledge Management, vol. 24 no. 3
Type: Research Article
ISSN: 1367-3270

Keywords

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Article
Publication date: 12 September 2016

Lishan Xie, Yaoqi Li, Sheng-Hsiang Chen and Tzung-Cheng Huan

This paper aims to investigate the brand building behavior in the luxury hotel industry from the perspective of frontline employees. In particular, this study addresses…

Abstract

Purpose

This paper aims to investigate the brand building behavior in the luxury hotel industry from the perspective of frontline employees. In particular, this study addresses the importance and relevance of supportive leadership, brand building behavior and customers’ perceived brand image in the hotel industry.

Design/methodology/approach

The research uses data from four luxury class (4 and 5 star) hotels in the Pearl River Delta of China. Contact with frontline employees yielded employee and customer data, with 243 of 369 employee questionnaires having one or more matches with 1,158 customer questionnaires. Hierarchical linear modeling was adopted to test the research model.

Findings

Luxury hotels benefit from managers who provide supportive leadership that encourages employee brand building behavior. In turn, employee brand building behavior influences customers’ positive perception of brand image.

Practical implications

Brand building behavior is a top-to-bottom process. Luxury hotels need to pay attention to internal brand building orientation, while managers should reinforce the organization’s cultural orientation and provide appropriate job skills training to improve employees’ willingness and ability to build the company’s brand.

Originality/value

Findings of this study contribute to the brand management literature and the hotel management literature by addressing important matters affecting the frontline employees’ brand building behavior.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 10 February 2021

Jia-Min Peng, Xin-Hua Guan and Tzung-Cheng Huan

This study aims to explore the concept of frontline employee’s brand sabotage behaviour (BSB) and the influencing factors of BSB in the hotels and their partner travel…

Abstract

Purpose

This study aims to explore the concept of frontline employee’s brand sabotage behaviour (BSB) and the influencing factors of BSB in the hotels and their partner travel agencies from the perspective of perceived justice and establishes a moderating mechanism based on emotional resource supplementation.

Design/methodology/approach

This paper developed a measurement scale of BSB through interviews with hotel employees and multiple rounds of questionnaire surveys in Study 1 and tested the research model and hypotheses using a structural equation model analysis in Study 2.

Findings

The results of multiple rounds of surveys indicate that a positive perception of procedural justice helps to restrain employees from implementing BSB but the employee’s perceived customer injustice can directly stimulate not only the BSB but also reduce employees’ perception of the level of procedural justice. However, when employees’ self-efficacy for emotional regulation is higher, the positive relationship between customer injustice and BSB and the negative impact on procedural justice is weakened.

Practical implications

The findings suggest that managers should implement practices to suppress BSB by actively managing the service interaction process and reduce the instances of unjust customer behaviours, while preventing employees from sabotaging brands at both organizational and employee levels by promoting organizational procedural justice and employees’ self-efficacy for emotional regulation.

Originality/value

The research results enrich the discussion on the integration of resources in the process of value co-creation and the common sabotage of brand value caused by resource abuse. Further, this study also supplements and perfects the theory of service brand management.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 28 November 2020

You-De Dai, Wen-Long Zhuang, Po-Kai Yang, Yi-Jun Wang and Tzung-Cheng Huan

Drawing on leader-member exchange theory and regulatory focus theory, the purpose of this study is to explore the effects of hotel employees’ regulatory foci on their…

Abstract

Purpose

Drawing on leader-member exchange theory and regulatory focus theory, the purpose of this study is to explore the effects of hotel employees’ regulatory foci on their voice behavior and the moderating role of leader-member exchange.

Design/methodology/approach

The questionnaire includes demographics, regulatory foci, leader-member exchange and voice behavior sections. The data was collected via a survey of 10 international tourist hotels in Taiwan and 479 valid questionnaires were completed. Confirmatory factor analysis and path analysis were used to test the composite reliability, discriminant validity and convergent validity. Multiple regression analysis was used to test the hypotheses.

Findings

The outcome of this study indicates that both promotion focus and prevention focus can benefit employees’ voice behavior; however, prevention-focused employees have more positive voice behavior than promotion-focused employees. In addition, the leader-member exchange can moderate the relationship between regulatory foci and voice behavior.

Originality/value

This is an empirical study in the hotel field to examine the moderating effects of leader-member exchange on the relationships between regulatory foci and voice behavior. This research is contributed toward human resource management literature in the hospitality and tourism domain. Practices for managers and suggestions for future research are discussed.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 12 February 2018

Chao-Chih Hung, Tzung-Cheng Huan, Chun-Han Lee, Hsin-Mei Lin and Wen-Long Zhuang

The purpose of this paper is to examine the relationship of regulatory foci (promotion focus and prevention focus) to expatriate adjustments (general, interaction, and…

Abstract

Purpose

The purpose of this paper is to examine the relationship of regulatory foci (promotion focus and prevention focus) to expatriate adjustments (general, interaction, and work adjustments) and explore whether mentoring functions (psychosocial support, role modeling, and career development) moderate the aforementioned relationship.

Design/methodology/approach

Using 141 questionnaired primary data (response rate 32.25 percent) gathered from at least six months experienced expatiates of multinational companies in six industries, this study adopts regression method to examine the moderating effect.

Findings

This study found that promotion focus was positively related to the interaction and work adjustment, respectively; prevention focus was positively related to the general, interaction, and work adjustment, respectively. Psychosocial support function moderates the relationship between promotion focus and general adjustment. Career development function moderates the relationships between promotion/prevention foci and work adjustment.

Originality/value

According to the interactionism perspective, behavior is a result of the interaction between personality and situational influences, has a long history in social and personality psychology. This study extends this perspective to the interactive effects of mentorship (situational factor) and expatriates’ regulatory foci (personality factor) on expatriate adjustment.

Details

Employee Relations, vol. 40 no. 2
Type: Research Article
ISSN: 0142-5455

Keywords

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Article
Publication date: 12 February 2018

Xin-Hua Guan, Lishan Xie and Tzung-Cheng Huan

This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational…

Abstract

Purpose

This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational relationship orientation (ORO), employee adaptiveness (EA) and customer expertise (CE), and that influences employee creativity (EC) and customer-perceived economic value (CEV).

Design/methodology/approach

With subjects being conference and meeting organizers for hotel service, a survey was conducted in major Chinese cities. In the survey, high-star-rated hotels’ corporate sales personnel provided data if a sales person got one of their customers to provide data. Only responses for hotels for which two employee–customer matched records were obtained could be used for analysis by using hierarchical linear modeling; so, 217 matched records from 48 hotels were processed.

Findings

Accepting five hypotheses and having coefficients for control variables allow new insights into the importance of CKS. Insights regarding brand familiarity, employee seniority, etc. contribute to theory and improving research.

Practical implications

Action can include fostering benefit from CE, nurturing EA and supporting ORO. Action can be recruiting and training employees with special considerations to their level and use of EA that facilitates acquiring valuable knowledge from customers. For researchers, practical implications relate to improving modeling and recognizing new research.

Originality/value

This study provides new findings on ORO, EA and CE affecting CKS, as well as showing relationships of CKS with EC and CEV. Coefficients of control variables yield insights beyond control that contribute to theory and to identifying new research. Examining response distributions highlights analysis issues, suggesting avenues for new research.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 13 June 2016

Shih-Shuo Yeh, Tao Ma and Tzung-Cheng Huan

Social entrepreneurship by hoteliers in “going green” promotes a better future for the environment and arguably also for the human race. However, going green potentially…

Abstract

Purpose

Social entrepreneurship by hoteliers in “going green” promotes a better future for the environment and arguably also for the human race. However, going green potentially increases costs for both hoteliers and their guests. Environmental education (EE) is possibly a useful vehicle for the hotel industry to gain support for greener operations. This research aims to investigate the potential impact of EE on increasing customer uptake of green hotels.

Design/methodology/approach

A survey was conducted to collect data from three winners of a green hotel competition. Six surveyors were dispatched, and 155 usable responses were obtained. Data were analyzed with AMOS 16.0 to estimate an structural equation modeling (SEM) model of how EE affects environmental motivation (EM) and how this relates to visitors’ intentions.

Findings

Model estimation shows that a moderating variable effect exists between EE and visitors’ intentions. The cause is approximately 40 per cent direct and 60 per cent mediated through EM. That environmental education affects visit intention for green hotels both directly and through creating environmental motivation is evidence that the hotel industry can expect to enhance the use of their socially responsible green services by facilitating EE. In research terms, how best to invest in EE to support the social entrepreneurship of hotels providing green services is a research area to pursue for developing criteria to maximize benefits while supporting business viability.

Originality/value

This study shows that social entrepreneurs who provide green services can expand their area of social responsibility and generate more potential customers by supporting EE. The findings and applications of this study are useful both for academia and practitioners.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

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