饭店职业生涯管理测量维度开发及实证研究

文章旨在开发中国饭店职业生涯管理测量维度，同时验证职业生涯管理对职业满意度的影响作用。在研究方法方面，综合运用了定性和定量两种方法，并在全国范围内收集具有代表性的数据。探索性因子分析提取了饭店职业生涯管理的3个维度，即职业考评、职业培训及职业发展；检验性因子分析证实提取的维度具有有效的信度和效度；随后，基于新开发的测量维度，文章又运用结构方程验证了饭店职业生涯管理与职业满意度的关系。结果表明，有效的职业生涯管理能提高员工的职业满意度。在3个维度中，职业考评对职业满意度的贡献率最大，其次为职业发展及职业培训。最后，文章讨论了其学术和实践贡献，以期为理论研究和实践管理提供有益借鉴。     

Development and validation of standard hotel corporate social responsibility (CSR) scale from the employee perspective

The prevalent trends of sustainability and responsible management have promoted corporate social responsibility (CSR) to attract considerable research and business interest. However, despite its importance, few efforts have been exerted to develop a standardized CSR scale in the hotel industry. This study aims to develop and validate a multidimensional scale of hotel CSR measurement as perceived by hotel staff who understands CSR. Results of running factor analyses generate a five-factor structure. The overall measurement model demonstrates a satisfactory level of goodness-of-fit and supports convergent validity, discriminate validity, nomological validity, and predictive validity. The legal domain received the highest mean score among the five hotel CSR domains, followed by ethical, financial/economic, environmental, and social/philanthropic domains. The value on employee attitude toward the CSR-implementing hotel, employee satisfaction with the CSR-implementing hotel, and organizational commitment toward the CSR-implementing hotel varied between front-of-house and back-of-house employees. This validated measurement scale is recommended for future studies to explore the effect of hotel CSR in various countries or regions.     

Measuring hotel performance using the balanced scorecard: A theoretical construct development and its empirical validation

A key contribution to the performance measurement literature was the introduction of the balanced scorecard (BSC) in 1992. However, despite its appealing rationale in capturing different aspects of performance and its wide and increasing use in a range of industries, there has been no rigorous psychometric development and testing of performance scales from the BSC perspective in the hospitality industry. In order to contribute to fill this gap, this study adopted a two-stage design seeking to develop and test a scale of organizational performance using the BSC in the hotel sector. In Stage 1, the authors generated and refined the scale items, recognizing unique characteristics of the hotel sector. In Stage 2, the scale has been assessed in terms of dimensionality, validity, and reliability. The findings suggest that managers do make a meaningful distinction between five aspects of hotel performance. Unexpected results, contributions, limitations, directions for future research, and managerial implications are all discussed.     

From hotel career management to employees’ career satisfaction: The mediating effect of career competency

The purpose of this study is to explore the relationships between perceived hotel career management, career competency, and career satisfaction. It also aims to examine the mediating processes through which hotel career management contribute to employees’ career satisfaction. Results from structural equation modeling (SEM) show that career competency mediates the effects of three dimensions of hotel career management (career appraisal, career development, and career training) on career satisfaction. The article concludes with implications for theory development and management practice.     

Effects of recovery experiences on hotel employees’ subjective well-being

This study focuses on the occupational well-being process in the formation of hotel employees’ subjective well-being based on the recovery experience scale (RES). More specifically, the study (1) evaluates the construct validity of the RES in the hotel sector and (2) examines structural relationships between the RES, organization-based self-esteem (OBSE), job dedication (JOD), career satisfaction (CAS), and life satisfaction (LIS) in a heuristic model. To test the hypotheses, a total of 376 hotel employees were considered in an empirical analysis using a two-step SEM approach. The results verify sufficient validity for the four RES factors and reveal that all recovery experiences, namely psychological detachment, relaxation, mastery experiences, and control, predicted OBSE. In addition, OBSE had positive effects on JOD, CAS, and LIS, and JOD and CAS had significant positive effects on LIS. These results have important implications, and the study's limitations provide some interesting avenues for future research.     

Construction and validation of a scale to measure tourist motivation to consume local food

Although the importance of the role of local food in tourism has begun to form an academic debate in the last decade, little effort has been invested in understanding what tourist motivations influence consumption of local food and beverages in a tourist destination and to develop a measurement scale for those motivations. Thus, this study adopted the comprehensive procedures of measurement scale development recommended by prior studies. The scale development procedure yielded a five factor measurement scale with acceptable levels of reliability and validity. Five underlying motivational dimensions of local food consumption were labelled: cultural experience; interpersonal relation; excitement; sensory appeal; and health concern. The outcomes and applications of the developed scale are discussed both in terms of theoretical and managerial implications.     

Scale development of perceived eTrust in the hotel industry: The perspective of Internet users

This study aims to discuss online consumer trust (eTrust) in the hotel industry from the perspective of Chinese web users. Based on literature review and results of interviews with and focus group discussions among Internet users, hotel practitioners, and academic experts, a measurement scale was formulated. With two phases of data collection, this research found Chinese web users moderately trusted hotels’ own websites while doubted their intentions to fulfill promises delivered on the websites. Statistical analysis confirmed the suggestion that eTrust was a triple-dimensional construct which consisted of integrity, benevolence, and ability. Notably, the dimension of integrity which refers to honesty and promise fulfilling was regarded the most important by Chinese Internet users. The proposed eTrust scale revealed statistically satisfactory validity and reliability, indicating its soundness in guiding future similar studies. Based on the findings, theoretical implications as well as suggestions for Chinese hoteliers were offered.     

Developing a professional competence scale for kitchen staff: Food value and availability for surplus food

The aim of this research was to establish a scale of surplus food professional competence for kitchen staff. The research mainly explored three sections: knowledge competency, attitude competency, and skill competency. The dimensions of the scale were developed through exploratory factor analysis with knowledge competences, including the two dimensions of sanitation knowledge and culinary knowledge; attitude competences, including the three dimensions of personal moral attitude, food handling, education and training; and skill competences, including the two dimensions of menu analysis and planning and management. The results for the scale indicated good discriminant validity, convergent validity and reliability. The model comparison showed that the two-level–three-factor model was significantly better than the other models.     

Dimensions of Perceived Training Quality

ABSTRACT

Diverse literature bases were coalesced to determine the dimensions of perceived training quality, a new training evaluation criterion. This exploratory research shifted the paradigm to look at training as a service, and engaged in a rigorous, multi-step scale development process that addressed idea generation, content adequacy assessment, questionnaire administration, exploratory factor analysis, internal consistency analysis, and construct validity. In the course of factor analysis, two measurements of perceived training quality were evaluated: a gap (perceptions minus expectations) measurement and a performance (perception only) measure. The final scale development step of replication utilized a sample of 164 supervisory and management level trainees from the hospitality industry to determine that performance was a better measurement, and that six dimensions define perceived training quality: interactivity, climate, courtesy, relevance, tangibles, and credibility.     

Development and validation of a hospitality idiosyncratic deals scale

This study explores middle and senior hotel managers’ perceptions of their own idiosyncratic deals (i-deals) and develops a scale to measure i-deals in the Chinese hospitality industry. The study uses a mixed research method consisting of a questionnaire survey of 675 middle and senior hotel managers and in-depth interviews with 20 knowledge workers in the hotel industry in mainland China. The findings reveal that there are three types of i-deals in the Chinese hospitality industry: (1) career and incentives i-deals; (2) task i-deals; and (3) flexibility i-deals. The study proposes and validates a three-dimensional scale of hotel managers’ i-deals, thereby enriching our understanding of the idiosyncratic terms of employment in the hospitality industry.     

Hotel environmental management initiative (HEMI) scale development

Owing to a lack of construct reliability and validity of environmental management measurements, advancements in understanding hotels’ environmental management practices have been somewhat limited. The goal of this paper is to propose a uniform and parsimonious scale that captures Hotels’ Environmental Management Initiative (HEMI) with the most common three dimensions in the hotel industry: environmental resource conservation efforts, environmental policy and training, and environmental public relation efforts. After the refinement of the initial items, the scale was confirmed with cross-cultural data obtained from full-time hotel employees in two Asian countries. The twenty-one item HEMI scale demonstrated a satisfactory level of content, convergent, discriminant, cross, and criterion-related validity. The proposed HEMI scale will serve as a useful tool for future hospitality scholars who would like to further explore the impact of hotels’ environmental management initiatives on employees’ attitudes and behaviors toward the environment and their environmental performance.     

Measuring delightful customer experiences: The validation and testing of a customer delight scale along with its antecedents and effects

The construct of customer delight has captured the attention of scholars and managers alike. Nevertheless, its definition and measurement vary across scholarly literature and several quantitative scales were developed before extensive qualitative research on customer delight, which provided further clarification on the nature of this construct, was even conducted. Consequently, the present research draws upon the conceptual and qualitative work in the field to validate a survey instrument in order to measure customer delight. The authors collected data in four major service industries—hotel, restaurant, retail, and theme park. Following the five-stage scale development and validation approach, the researchers then refined a customer delight scale. The scale was found to have appropriate levels of validity and reliability. Finally, the authors proposed and tested the antecedents and consequences of customer delight using structural equation modelling. The proposed scale allows managers to measure the incidence of customer delight in their organizations.     

免税购物游客感知价值的量表开发与实证检验

游客感知价值源自营销学领域的顾客价值理论,是游客基于感知利得与利失的权衡对旅游产品或旅游服务的总体评价,已成为旅游企业稳固竞争优势的新动源。现阶段,国内外免税购物市场竞争局势日渐激烈,免税购物游客感知价值研究能为免税店管理方提供科学的运营管理依据。文章以有消费经历的免税购物游客为研究对象,研究区域为三亚国际免税城,运用SPSS 22.0和AMOS 17.0软件对正式调研所获得的324份有效样本数据进行实证分析。在梳理游客感知价值测量相关文献的基础上,严格遵循量表开发的规范步骤(确定构念范围、发展初始测项、纯化初始测项、预调研、正式调研、探索性因子分析、验证性因子分析、信效度检验),开发了包含6个维度24个测项的免税购物游客感知价值量表,6个维度分别为感知环境价值、感知成本价值、感知管理价值、感知功能价值、感知服务价值、感知声誉价值,并通过构建结构方程模型检验了量表的稳定性。最后,总结了研究的理论贡献与管理启示。     

Scale development of value co-destruction behavior in tourism

Value co-destruction has received widespread attention from the tourism academic community. This article uses the employees and customers of tourism service providers as the main research objects and employs interviews and questionnaires to develop an employee-customer perspective measurement scale of value co-destruction behavior in tourism. The reliability analysis, exploratory factor analysis, confirmatory factor analysis, and structural equation model testing results show that the measurement scale of value co-destruction behavior in tourism consists of 5 dimensions (bad interpersonal communication behavior, bad information interaction behavior, irresponsible customer behavior, employee contract violation behavior, and irresponsible employee behavior) and a total of 29 items with high reliability, convergent validity, and discriminant validity, which can be used to evaluate the extent to which a subject abuses his or her own resources or the resources of others in tourism interactions, resulting in tourism value reduction or destruction. Finally, the research results and future research are discussed.     

A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American Customer Satisfaction Index

This study integrates consumption emotions into the American Customer Satisfaction Index (ACSI) model to propose a hotel customer satisfaction index (H-CSI) model that can be applied to estimate customer satisfaction toward international tourist hotels. The H-CSI scale items were designed based on reference to the relevant literature and the suggestions of a focus group. Four-hundred and twelve customers of international tourist hotels were surveyed. The partial least squares method was employed to validate the measurement instruments in the H-CSI model and estimate item weights for the customer satisfaction scales. The H-CSI model is a comprehensive model for the measurement of customer satisfaction that includes most possible antecedents and outcomes. The research results show that the H-CSI model displayed strong explanatory power based on its reliability and validity. Accordingly, if hotel managers apply the H-SCI model instead of a general customer satisfaction survey, they can obtain a robust estimation of customer satisfaction, as well as extra information of post-purchase customer behavior to better manage customer satisfaction and achieve a competitive advantage.     

不保与盈利：环境管理对酒店绩效的影响

环境管理对酒店绩效的影响越来越受到人们的关注。国外学者使用了不同的方法来研究其关系，但至今没有一个明确的定论。以“波特假说”为代表的学者认为，环境管理所带来的效益可以弥补环境管理所需的费用，并让酒店产品产生差异化，增加新的竞争力。然而，一些学者却认为，对环境管理的投入会减少酒店的利益和酒店的竞争力。因为其所节约的成本不足以弥补所要付出的费用。为了对这两种观点在实践中的表现进行验证，该文通过对广州高星级酒店的调查，获取第一手数据，借SPSS统计软件的相关功能，确定酒店环境管理对其绩效的影响表现。结果显示，酒店环境管理的投入越多，其对绩效的积极影响越明显。同时，酒店环境管理中的几个变量对酒店绩效存在着不同程度的影响，可得到酒店环境管理对其绩效产生影响的回归方程。最后，文章提出了一些建议及研究展望。     

基于顾客价值的经济型酒店顾客满意度测评研究

培育和维护满意的顾客是经济型酒店获得和保持竞争优势的重要条件,而顾客对酒店产品感知利得和利失的比较对顾客满意度的形成具有重要的影响。该研究以现有的顾客满意度理论为基础,结合经济型酒店的顾客需求和产品服务特征,从顾客价值获得的角度构建经济型酒店的顾客满意度测评模型,建立了顾客满意度测评指标体系,并进行了实证分析。研究表明,经济型酒店的卫生状况、支持系统、交通便利程度以及价格等方面的顾客满意度较低。最后,根据实证分析结果提出了经济型酒店提高顾客满意度的建议和对策。     

旅游管理专业的学科认同:量表开发与维度测量

学科认同是表现学习者认可自身价值和追求职业发展目标的重要衡量指标之一.文章在文献分析、成熟量表测度语句借鉴、访谈和自编测度语句基础上开发了旅游管理专业的学科认同问卷,通过对西安6所高校旅游管理专业本科生的正式调查,采用探索性和验证性因子分析方法验证了旅游管理专业学科认同的结构和关联维度.研究结果表明:所开发的量表具有较好的整体结构和关联维度；旅游管理专业的学科认同由专业学习、专业前景、专业意识、职业发展、专业投机、社会偏见、专业归属等7个维度构成；7个维度中专业学习、专业前景、专业意识对旅游管理专业的总体学科认同影响力最大.该研究对于未来旅游管理专业学科优化、学生职业教育培养和引平等均具有参考价值.     

Impact of hotel information security on system reliability

While information systems are very essential to a hotel's operations, the need for obtaining information security is emerging. Hotels acquire customer information in databases and utilize information systems to support various marketing activities. This study pursues an empirical examination of the impact of information security on the system reliability of Hotel Information Systems (HIS) through perceptions of hotel employees who use and manage HIS. An information security index for the hotel industry was developed based on previous research and practices current in the industry. Data was obtained from 4-star and 5-star hotels. Findings revealed eight information security factors affecting system reliability in hotel operations. Findings also indicate that management types and styles of hotels moderate in the relationship between information security and system reliability. Implications of the findings were discussed in relative to the hotel industry.     

Resort hotel service performance (RESERVE) – an instrument to measure tourists’ perceived service performance of resort hotels

Based upon a rigorous psychometric process of scale development through preliminary qualitative studies and a subsequent survey in the resort hotel setting, the authors propose the RESERVE scale as a comprehensive instrument for assessing resort hotel service performance. The proposed scale conceptualizes resort hotel service performance as a second-order, three-dimensional construct that assesses tourists' perceptions of setting, audience, and actors. The data supports the dimensional structure of RESERVE, providing empirical evidence for the scale's validity. The paper concludes with a discussion of implications and future research directions.