影响饭店培训效果因素的实证分析

饭店培训理论研究者和实际工作者经常面临这样的困惑 :培训搞了不少 ,但实际效果却不理想。只有把培训过程内外的相关因素都考虑在内 ,我们才能全面地看待、思考和解决有关培训效果的问题。本文根据文献研究和实证研究结果 ,分析影响饭店培训效果的因素 ,比较诸因素对培训效果影响的差异。     

The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry

ABSTRACT

Training has been found to link with improving job satisfaction and employee intention to stay. The purposes of this research were to investigate the expectations and perceptions of training quality between hotel managers and employees, and to suggest implications for improving training quality and increasing training satisfaction, job satisfaction, and intention to stay among employees in the hotel industry. The conceptual model of this study was developed based on SERVQUAL and the ServiceProfit Chain model. T-test showed that employees perceived low training quality, which suggested employees were not satisfied with training quality and that training quality needed improvement. Results of regression analysis showed that training was positively related to training satisfaction and job satisfaction. Job satisfaction led positively to intention to stay. The indirect effect of training quality on intention to stay was mediated by job satisfaction. This study suggests more understanding of the importance of training quality and its consequences, and to pay more attention to employee training.     

On-Job Training—A Critical Human Resources Challenge in China's Hotel Industry

Abstract

The strategic role of human resources function in China's hotel industry is more important than ever before. An increasing number of hotels begin to recognize its significance of such role in sustaining growth in the competitive hotel marketplace. This study focuses on the on-job training aspect of the human resources by first identifying the major problems faced by the industry. The underlying factors of the problems are then investigated; and possible solutions are recommended. The discussion is in the context of five stakeholders in the on-job training function of China's hotel industry. They include hotel employees, hotel management, government agencies, universities, and non-university training institutions.     

Work-Family conflict and turnover intentions: A study comparing China and U.S. hotel employees

Employee turnover continues to be a major problem within the hotel industry. This survey-based study examined the relationship between work-family conflict and turnover intentions among hotel employees in both China and the U.S., with an additional emphasis on female employees. While the results do confirm that work-family conflict is positively related with turnover intentions, work-family conflict is more strongly related to turnover intentions among males than females. The relationship is also stronger in Chinese hotel female employees than their U.S. counterparts. Results demonstrated that neither marital status nor parenthood influences the relationship between work-family conflict and turnover intentions among hotel female employees. Management implications and future research directions are provided.     

Service training intervention and time-variant personal growth

Training is a vital means to continuously improve service quality. Although much literature has concentrated on the relationship between on-the-job training and job outcomes, these studies are usually static and cross-sectional in research design, which fails to capture the dynamic changes of training outcomes. This study attempted to address this issue by adopting a learning and development perspective. Drawing on psychological capital theory and self-determination theory, we examined how training progress facilitates trainees’ personal growth and psychological development. Specifically, we utilized the latent growth modeling approach to examine hotel employees’ trajectory of change regarding service knowledge, self-efficacy and job satisfaction over the pre-training, mid-training, and post-training stages. By surveying full-time trainees working in three luxury hotels, we found that the mean level of employees’ service knowledge would increase over time, while this improvisation would also result in gradual enhancement of self-efficacy and job satisfaction.     

Moderating effects of gender and organizational level between role stress and job satisfaction among hotel employees

This study investigates the moderating roles of gender and organization level in the relationship between role stress and job satisfaction for hotel employees. A survey instrument that included measures of job satisfaction, role stress (conflict and ambiguity) and demographic information was used to collect information from hotel employees in Republic of Korea. Data from 320 respondents, representing a 64% of response rate, were analyzed. Findings show that the effect of role stress on job satisfaction is significantly stronger for female employees and supervisory employees than male employees and non-supervisory employees. Research implications and suggestions for future research are provided.     

Hospitality Employees’ Future Expectations: Dissatisfaction,Stress, and Burnout

This study aims to explore the relationship between future expectations of Turkish hotel employees and employee burnout. A survey with 260 hotel employees across Turkey measured whether employees expected their current levels of stress to increase or decrease in future. Those employees who showed signs of burnout syndrome were the ones who expected their current levels of stress to increase in future. The demographic factors such as age and education also related to stress and satisfaction levels of the employees. The findings point out that hotel employees tend to be more satisfied with their jobs at the beginning of their careers, in spite of the higher levels of perceived stress. The study has significant implications for human resource management activities and organizational climate.     

The relationship between purpose of performance appraisal and psychological contract: Generational differences as a moderator

This study aims to explore the relationship between performance appraisal and psychological contract (PC) from the perspective of U.S. hotel employees, as perceived by different generational cohorts. The current study also examines the moderating role of generational difference on the relationship between perceived performance appraisal purpose (PAP) and hotel employees’ PC. A sample of 230 full time frontline U.S.-based hotel employees was employed to investigate these relationships. Hierarchical multiple regressions were used for data analysis and the results indicated that both administrative and developmental PAP were positively associated with PC. The positive relationship between administrative PAP and PC was significantly strengthened for Generation Y employees than for Baby Boomers and Generation Xers. There was no significant moderation effect of generational difference on the positive relationship between developmental PAP and hotel employees’ PC. The research recommended HR management practices related to designing performance appraisal systems for diverse workplace in U.S.-based hotels.     

The impact of the challenge and hindrance stress on hotel employees interpersonal citizenship behaviors: Psychological capital as a moderator

This study investigates the relationships between challenge and hindrance stressors and hotel employees’ interpersonal citizenship behaviors (ICB). The study also tests the moderating role of hotel employees’ psychological capital (PsyCap) on the aforementioned relationships. Data were collected from 213 U.S. hotel frontline employees. The results showed that both challenge and hindrance stress had a negative relationship with ICB. PsyCap was found to moderate both relationships. Implications for hospitality researchers and industry practitioners are discussed along with the limitations and suggested avenues for future research.     

Innovation and performance in the hotel industry

The growing competition in the hotel industry is one of the main challenges of this segment, which increasingly depends on the ability to innovate. Thus, this article aims to analyze the impact of innovation on the performance of employees and hotel organizations. This is an exploratory study, with a quantitative approach using a structured computer-administered questionnaire to 73 managers of hotel chains, located in Brazil, which correspond to 792 hotels. Data analysis used multiple linear regression method with SPSS software to find out the relationship between the factors of innovation (communication, processes, leadership, and strategy) and the performance of employees and hotel organizations. Results show that the factors of communication, leadership, and strategy directly influence the performance of the employees. However, only the leadership factor directly affects the performance of hotel organizations.     

Cross-Cultural Impact and Learning Needs for Expatriate Hotel Employees in Taiwan Lodging Industry

Abstract

This study investigated specific cross-cultural issues affecting expatriate hotel employees in Taiwan's lodging industry to determine if Cross-Cultural Training (CCT) might help expatriate hotel employees adjust to a new culture and a new business environment. The most formidable task in the human resource area facing many global firms is the development of a cadre of employees and executives who have a deep understanding of the global market environment and the capability to transfer this knowledge into determined action (Pucik, Tichy, & Barnet, 1992). Employees who are expatriates in the hospitality industry are now more important than ever, as more hotel chains are seeking expansion opportunities into overseas markets. However, individuals who are sent overseas without adequate training often fail, and there are significant costs associated with this failure (Li, 1995).

The purpose of CCT is to increase the probability of an individual's adjustment into another culture (Cushner & Brislin, 1995). However, CCT could still be a valuable tool to help expatriates cope with culture shock even though the importance of expatriates being involved in CCT might not be as important as generally thought. Considering the cost, there may be other alternatives to facilitate expatriate adjustment. There does exist an inevitable trend of globalization. Developing coordination, training, and acculturation takes time, effort, and money. Clearly more research is warranted relative to expatriation in the hospitality industry.     

Factors Affecting Training Success in China

ABSTRACT

Drawing on existing literature, this paper models and investigates the effects of various organizational and individual level factors on training effectiveness in the context of the Chinese hospitality industry. Factor analytic and multiple regression analyses were employed to analyze the relationships between various factors, their sub-dimensions, and training effectiveness. Two main factors, termed internal factors and external factors, were identified. Internal factors refer to issues pertaining to the design and implementation of the training program and external factors refer to issues pertaining to the training climate of the organization. The results indicate that external factors have a greater impact on training effectiveness. The managerial and theoretical implications of the research are discussed.     

Investigating the effects of explanatory-based food safety training: A model of domain knowledge theory perspective

Food safety training is essential to reducing foodborne illness; however, limited research has investigated the effects of food safety training content on training effectiveness. Therefore, drawing on the model of domain learning theory, the current study examined the influence of explanatory-based training (EBT; i.e., microbiology and epidemiology knowledge introduction) on the effectiveness of food handlers’ training. Adopting a longitudinal between-subject experimental design and multilevel linear modeling, the study showed that food handlers attending EBT demonstrated significant progress in food safety knowledge acquisition and reported high generalization ability, while only food handlers with high levels of mastery goal-orientation showed increased motivation to learn food safety after attending EBT. Additionally, food safety domain knowledge mediates the relationship between EBT and food handlers’ training effectiveness. This study provides theoretical and practical contributions to food safety training literature by explaining the underlying mechanism that operates between domain knowledge and food safety training effectiveness.     

Exploring the relationship between employee creativity and job-related motivators in the Hong Kong hotel industry

The purpose of this research is to determine if there is any relationship between employee creativity and job-related motivators, using a case study of hotel employees in Hong Kong. From a sample of 983 employees, canonical correlation indicated there is a relationship between creativity and job-related motivators. Furthermore, the risk-taking dimension under creativity was found to be more correlated to the intrinsic job-related motivators. Intrinsic job-related motivators which include opportunity for advancement and development, loyalty to employees, appreciation and praise of work done, feelings of being involved, sympathetic help with personal problems and interesting work, are found to encourage the hotel employees’ risk-taking behavior. A “See-Saw” model is presented to show the relationship between the two opposing sides: intrinsic motivators and extrinsic motivators versus creativity and risk-taking factors.     

Discrimination of hotel employees: The role of heteronormativity and political exclusion

This study explores customers’ service evaluations based on the service provided by a hotel frontline employee with different sexualities, manipulated as effeminate or masculine. Study participants were randomly assigned to respond to a video with either an effeminate or masculine hotel employee that mimics a hotel check-in experience and after are asked to evaluate check-in service. The results suggest that participants who hold stronger heteronormative beliefs are more likely to discriminate against effeminate hotel employees when evaluating the service they provided. This effect persists for the social conservatism of the participants. The study also identified a joint effect of social conservatism and political exclusion. Without tapping into sexual orientation, this study contributes to the hospitality literature by introducing sexuality and heteronormativity and adds more content to queer studies. It also suggests the need for more protection policies, management awareness, and training regarding hotel frontline employees from a diversity management perspective.     

Competencies of training professionals in the Hong Kong hotel industry

ABSTRACT

This study aims to investigate the competencies of training professionals in the hotel industry in Hong Kong. A survey questionnaire was adopted. Seventeen competencies were derived by factor analysis. Six essential competencies are identified, whereas “people skills and commitment” and “awareness of quality” are the most important competencies, while another 11 competencies are highly preferred. This study provides original criteria for hoteliers and human resources professionals to facilitate the recruitment process and aid training professionals in developing core competencies in hotel industry employees. Theoretical and practical implications of the findings are presented.     

酒店分散型激励机制:内涵结构与作用机制研究

酒店分散型激励机制是一种不同于传统模式的新型激励机制。该文章基于定性和定量相结合的混合研究方法对分散型激励机制的内涵体系和作用机制进行了理论总结和实证检验。文章对H酒店的激励机制进行了多阶段调研,并对酒店40位各层级人员进行了非结构式访谈,总结出了分散型激励机制的内涵结构及其成效。文章提出,酒店分散型激励机制是以员工综合工作价值为目标导向,酒店运用多种分散型激励手段激发员工工作动机的一种长期激励机制,具有激励主体分散、激励目标分散、激励方式分散和激励因素分散等基本特征。以此为基础,研究建构了分散型激励机制、激励态度、工作满意度以及工作专注等变量间的融合影响框架,并对H酒店全体270名员工进行了问卷调查。研究发现,酒店的分散型激励机制对员工的工作满意度和工作专注具有显著的正向影响,员工工作满意度在分散型激励机制和员工工作专注间具有部分中介作用,激励态度对酒店分散型激励机制的作用机制具有显著的正向调节作用。     

An investigation of the relationships between compensation practices and firm performance in the US hotel industry

Drawing on a sample of 1223 US hotels, this paper examines the relationships between compensation (direct and indirect) practices in hotel organizations and their performance. The results show that in the case of management employees, direct compensation fully mediated the relationship between indirect compensation and hotel performance. In the case of non-management employees, however, such relationship was only partially mediated by direct compensation. It is therefore important for hotel industry HR executives to pay greater attention to the nature and level of benefits being offered to non-management employees. For management employees, on the other hand, it is more important to attend to the level of direct compensation in order to ensure higher levels of organizational performance.     

Non-verbal communication in hospitality: At the intersection of religion and gender

Given the criticality of successful bilateral (guest–employee) interactions in the increasingly internationalised hospitality business environment, the overarching aim of this study is to determine whether religion (Buddhism, Islam, Hinduism, and Christianity) plays a role in how hotel employees’ non-verbal communication is perceived by guests. In addition, we are interested in understanding perceptions of hotel employees’ non-verbal behaviour from the perspective of the intersection of religion and gender. This exploratory research is based on cross-sectional data collected from 384 hotel guests in Dhaka, Bangladesh. Results showed that Christian guests perceived proxemics, physical appearance and paralanguage of hotel employees less favourably than Muslim guests did. Effects of religion on kinesics and proxemics also depended on gender. Implications are discussed theoretically in terms of cross-religious discourse and practically in terms of workforce training.     

An examination of the nature of the relationship between Leader-Member-Exchange (LMX) and turnover intent at different organizational levels

The present study investigates the nature of the relationship between Leader-Member-Exchange (LMX) quality and turnover intent in the South Korean hospitality industry. Self-administered survey questionnaires were collected from 232 frontline workers as well as 88 supervisors employed in hotel properties. Prior research has produced mixed results, finding linear relationships between LMX quality and turnover intent in some studies and non-linear relationships in others. Traditional hierarchical regression analyses were performed to test the nature of the relationship in these two samples. We found evidence for a U-shaped curvilinear relationship between LMX and turnover intent for non-supervisory employees, but only a linear relationship for supervisory employees. Conceptual and practical implications and recommendations for future research are provided.