期望失验视角的实习满意度比较研究——基于酒店、高校、学生的访谈

面对酒店行业用工短缺与酒店管理专业毕业生行业退出的困境,文章探讨酒店实习对毕业生择业意愿的影响。以期望失验理论为基础,通过对酒店经理、实习指导老师和实习生的深度访谈,对比三者的实习期望、实习感知与实习满意度及其差异。结果表明,酒店经理实习期望高,实习感知质量也高;实习指导老师实习期望低,实习感知质量也低;而实习生实习期望与实习感知的巨大落差是实习不满意的根源。论文提出酒店对实习期望重新定位,高校加强对实习的组织管理,实习生端正自己的实习态度等建议。     

Improving competitiveness through city marketing in Spanish hotels

The degree to which hotels can be competitive depends upon some very important factors, such as city promotion initiatives and city knowledge networks. The purpose of this study is to analyse and present how a city marketing procedure could become an effective tool for knowledge development and the competitiveness of Spanish hospitality hotels. Our findings support the view that in order to implement a marketing city programme oriented towards hotels, municipal managers need to provide and support knowledge creation networks. Furthermore, a hotel's size is significantly associated with levels of city promotion initiatives. Therefore, to consolidate marketing city results among small hotels, municipal managers need to reinforce the environment in which hotel managers operate and provide them with the means to survive in the context of a competitive knowledge-based economy.     

Working capital management,corporate performance,and financial constraints

This paper examines the linkage between working capital management and corporate performance for a sample of non-financial UK companies. In contrast to previous studies, the findings provide strong support for an inverted U-shaped relation between investment in working capital and firm performance, which implies the existence of an optimal level of investment in working capital that balances costs and benefits and maximizes a firm's value. The results suggest that managers should avoid negative effects on firm performance because of lost sales and lost discounts for early payments or additional financing expenses. The paper also analyzes whether the optimal working capital level is sensitive to alternative measures of financial constraints. The findings show that this optimum is lower for firms more likely to be financially constrained.     

Questioning the impact of the ‘graduatization’ of the managerial labour force upon the management of human resources in the Scottish hotel industry

This paper outlines the findings of a questionnaire survey returned by 125 Scottish hotels from a sample of 500 small and middle‐sized enterprises. We asked questions on the level of impact that hospitality graduates have had upon human resource management practices within individual units. The research reports that, although the cumulative graduatization of the managerial workforce appears to be under way, the main route to a permanent management post still remains one of practical work experience, rather than the attainment of a hospitality‐related degree. Although manpower planning is widely used by line managers for managing the conditions of local/external labour markets and operatives’ jobs, there is less evidence of a systematic approach to the management of graduate careers/skills or of the management of internal job structures and labour market processes in order to improve the quality of customer service. Our work suggests a need for smaller hotels to strike a fresh balance between traditional operationally driven approaches to people management and strategic human resource management frameworks.     

Networking in the Homestay Sector

This paper provides a case study on the management of private home accommodation used to house overseas guests who are primarily registered as students with the English as a foreign language sector. It uses network analysis to focus on the significance of social and also business networks and their implications with regard to the understanding, management, regulation and support of this neglected segment o f the hospitality sector The findings are considered to have a wider relevance to the small hospitality enterprise.     

Recruitment and retention of African-American managers

What it's like to be an African-American general manager in a U.S. hotel company, and what can be done to increase opportunities for other black hospitality students and managers.     

Buyer-Seller Interaction,Capacity Management,and Relationship Marketing

Abstract

This paper provides insight into the dynamic sales processes that occur in the restaurant industry. Its primary purpose is to provide hospitality marketers and managers a framework tor improving overall sales in food and beverage organizations. After outlining this framework for increased restaurant sales, a detailed overview of buyer-seller interaction, relationship marketing, and restaurant management literature is provided to give the reader an understanding of previous Studies.     

Training effectiveness: Accounting for individual characteristics and the work environment

To ensure the effectiveness of training programs, hospitality managers should look beyond the usual factors (needs analysis, program design, and implementation). In addition, managers must examine such external matters as the work environment and the characteristics of the trainees themselves.     

Examining managers’ theories of how atmospheric music affects perception,behaviour and financial performance

Scales were developed to measure hospitality managers’ beliefs about the effects of atmospheric music on perception, behaviour, and financial performance. Some of the scales corresponded to established theories in the marketing literature, whereas others captured emergent theories based on an earlier exploratory study of industry conventions regarding atmospheric music. These scales were included in a mail survey sent to 221 Australian hotel and pub managers. Results revealed that the more managers believed atmospheric music: (a) influences customers to interact with staff, (b) must vary according to the time of day, (c) can draw customer into an establishment or drive them away, (d) makes customers stay longer than they otherwise would, and (e) eliminates unacceptable silences, the more they agreed that it influences the revenues, gross margins, and operating profits of their establishments; but the belief that (f) music should vary according to the age of the target market was actually negatively correlated with its perceived effect on financial performance. Only one of the six emergent theories was correlated with beliefs regarding the effect of music on financial performance (i.e., varying music by the time of day). These results are discussed in terms of findings previously reported in the literature, and recommendations are made regarding how managers can better utilise music to achieve operational goals.     

Determinants of innovation performance in Spanish hospitality companies: analysis of the coexistence of innovation strategies

The present study attempts to determine the influence of different sources of technological knowledge on the innovation performance of hospitality companies in Spain (Europe) and analyze the degree of coexistence between innovation strategies in the companies. The paper considers a number of ways of incorporating technology and evaluates the impact of different innovation strategies on innovative performance in hospitality companies, in order to assess the importance of each in the Spanish hospitality industry. Employing data from the 2000 Survey on Technological Innovation, two databases were built with information on the Spanish hospitality industry. The first includes all hospitality companies and the second only companies engaged in innovation activities. With the second database, an analysis of the coexistence of innovation strategies is done by means of seven logit regressions. The results show that the innovation strategies that coexist most frequently are, first, the acquisition of external technology services and research and development cooperation, and second, the acquisition of machinery and non-material technologies. Additionally, the influence of different innovation strategies on companies' innovation performance is analyzed by means of a two-step logit model applied to both databases. The findings suggest that only the acquisition of machinery has a statistically significant impact on innovation performance. However, contrary to expectations, the influence appears to be negative.     

Networking in SMEs: Evaluating its contribution to marketing activity

This paper examines the networking activities of SME owner/managers within a food distribution channel, and considers them in relation to the marketing decisions made in an increasingly competitive marketplace. The study period coincided with dynamic changes within a UK regional market resulting from the market entry of multinational supermarket companies. Research findings show that there was wide variation in the extent of networking and marketing carried out by the SME owner/managers working within this channel. However, the level of marketing-led decision-making by each SME owner/manager was related to the level of networking, whereby an SME owner/manager who was proactively networking and utilising his/her marketing network displayed a more sophisticated level of marketing-led decision-making. These findings are the result of a 2 year in-depth qualitative study of 12 SME owner/managers working within the same channel.     

Greening the hospitality industry in the developing world: Analysis of the drivers and barriers

The implementation of sustainability agendas in the tourism and hospitality industry in developing countries has received little scholarly attention. Working to fill this gap, this paper provides a holistic analysis of the drivers of, and barriers to, sustainability initiatives in the Malawian hospitality industry. Drawing insights from the resource‐based view and institutional theory, it highlights that tensions between global and local norms and values are as important as tensions between internal organizational factors and the isomorphic forces within the organizational fields for implementing sustainability agendas. The paper further reveals the mediating role played by firm size and ownership. It, thus, makes a contribution to the understanding of the role of business in society by focusing on the complex dynamics associated with the adoption of sustainability agendas in an under‐researched context, and demonstrating how tensions between internal organizational factors and local societal expectations within the host countries can shape the nature and focus of the sustainability agenda itself.     

Assessing the Impact of Market-Focused and Price-Based Strategies on Performance: A Neural Network Typology

Marketing practitioners operate in a turbulent environment with increased market competition and more discerning customers, which make it a necessity for organisations to constantly re-appraise their competitive strategies. Porter's (1980) typology is one of the most widely cited by academics and practitioners, but it is debatable whether a single strategy will lead to sustainable competitive advantage (Helms, Dibrell and Wright, 1997).Using a systems perspective where the focus is on the interaction between dependent and independent variables, this study shows how SBU managers could use neural networks to help improve the strategy formulation process in the hospitality sector. Findings suggest that market-focused and price-based strategies have contrasting effects upon performance. This study extends the knowledge of strategy formulation and performance by focusing on the service industry, and provides controls for market-level influences by being restricted to the hotel sector.     

Powerlessness following service failure and its implications for service recovery

This research examines whether service failure in hospitality settings reduces situational power and whether feelings of powerlessness have implications for service recovery efforts. Three studies demonstrated that service failure reduced consumers’ situational power, but only among those with high dispositional power motivation (studies 1 and 2). Moreover, those with high dispositional power motivation evinced greater satisfaction with service recovery efforts that involved status-enhancing compensation as opposed to utility-enhancing compensation (study 2), and when status-enhancing compensation was presented in public as opposed to in private (study 3). These findings suggest that consumers with high dispositional power motivation prefer service recovery attempts that counteract the feelings of powerlessness they experience from service failure. Service managers can benefit from these findings by understanding how feelings of power interact with service recovery efforts.     

Corporate identity management in the banking sector: effects on employees’ identification,identity attractiveness,and job satisfaction

This paper analyzes the effects of corporate identity management (CIM) on employees’ responses. Specifically, it advances previous literature by exploring how CIM dimensions affect identity attractiveness, organizational identification, and job satisfaction from the employees’ perspective. The empirical study is aimed at 293 branch managers in the Spanish banking sector, an industry facing changes in the corporate identity of many financial entities. The results show the relative importance of each dimension and help brand managers to anticipate the effects of CIM practices. Of all the dimensions, it highlights the key role of the employee–client focus strategy.     

Manager Perspectives on Embedding Workplace Spirituality into the Business Curriculum: Bridging the Gap

The purpose of this article is to share findings from an Australian qualitative study (n = 40) about the perspectives of managers and professionals around embedding workplace spirituality into the business curriculum. Academics are now publishing work that addresses workplace spirituality in the business curriculum, but few studies exist that focus on the perspectives of managers and professionals in the field. This article seeks to bridge that gap. Analysis revealed that managers as participants constructed rationales focusing on why workplace spirituality should or should not be addressed in the business curriculum and issues about how it might occur. Some of the perceived complexities of embedding workplace spirituality into public university programs were also identified. The findings of the paper would be particularly relevant to business schools considering the inclusion of workplace spirituality into their curriculum and structuring discussions to incorporate stakeholder perspectives from the business community. © 2015 Wiley Periodicals, Inc.     

Effects of service orientation on job embeddedness in hotel industry

This research aims to develop and analyze a model that depicts work engagement (WE) as a mediator of the relationship between job embeddedness and service orientation. Specifically, the model examines external environmental factors (EEFs) as moderator of the effects of service orientation and job embeddedness in the hospitality industry. All data used for this study were gathered in Iran from hotels frontline employees with a two-weeks’ time lag. These relationships mentioned above were analyzed using AMOS 22.0. It was discovered in the results that WE was indeed a partial mediator and that EEFs indeed moderated the effects of service orientation on job embeddedness with adequate empirical support. The implications of the findings for the managers, the study limitations, and future research recommendations were also discussed.     

Why students choose a hospitality-degree program An Australian case study

High-school students who enrolled in a hospitality-degree course at Victoria University in Melbourne, Australia, reported that their choice was based on the reputation and availability of a particular course of study rather than on the overall reputation of the university. This study, which used focus groups and a questionnaire completed by 143 first-year students, found that only 53 percent had decided to study at the university before deciding to pursue hospitality studies. Slightly more than a third reported that they chose the university at the same time that they decided on a hospitality career. Only 10 percent knew that they wanted a career in the hospitality industry before they chose a college. Many students were influenced by positive perceptions of the hospitality industry from personal observations, experience as casual or part-time employees, and media reports on the projected rates of growth in the hospitality industry. The influence of peers and knowledgeable adults was surprisingly low.     

Environmental uncertainty and environmental management perception: A multiple case study

This paper seeks to answer two questions about environmental uncertainty. (1) How does environmental uncertainty differ across sectors? (2) How can environmental uncertainty impact on managers’ perceptions of the natural environment as a competitive opportunity? The analysis of the nature, sources and extent of environmental uncertainty serves to identify its different components, which fall into two main categories. These categories associate with the information-related environmental uncertainty approach and with the natural resource dependence theory. A multiple case study helps highlight the similarities and differences in the perceptions of environmental uncertainty of the managers of eight Spanish firms belonging to primary, secondary and tertiary sectors. The findings show that environmental uncertainty is inherent in managerial decisions in two ways: in the changes that managers identify in the business environment; and in the changes that the managers themselves produce as a result of the initiatives they undertake in response to the business environment. The paper finishes with some recommendations for managers.