Hong Kong and New Orleans

Abstract

The headline reads, “$3.25 million verdict against restaurant for employee who worked in fear of sexual harassment.” Settlements and verdicts such as this are becoming increasingly common and the restaurant industry worldwide will have to address this issue of sexual harassment. A major problem facing all the restaurant industry is sexual harassment and the explosion of the number of sexual harassment lawsuits being filed (Agrusa, Tanner, & Coats 2000).

Today's Hong Kong is a world-class city where the east meets the west. To be successful in today's competitive restaurant market, it is important for managers to realize the significance of a sexual harassment-free work environment. It is also important to understand how employees feel about the issue. The purpose of this study is to investigate and compare the perceptions of restaurant employees in Hong Kong and New Orleans on sexual harassment. As the cost of litigation and the dol-     

Zimbabwean hospitality students’ experiences of sexual harassment in the hotel industry

This study investigates the experiences of Zimbabwean hospitality management students in relation to sexual harassment. The students were asked to draw their responses from their industrial attachment year which is part of their four-year degree program. Guided interviews were conducted with 77 final year hospitality management students who had undertaken their industrial attachment in the hotel industry. Findings reveal that sexual harassment is not uncommon in Zimbabwean hotel workplaces. Coworkers, managers and customers were identified as perpetrators. The lack of sexual harassment training in the Zimbabwean hospitality, as well as the non-response of managers to some sexual harassment cases are possible indicators of the inadequacy, or complete lack of sexual harassment policies in Zimbabwe's hotel industry. The researcher suggests that human resource managers in the hotels should formulate, in consultation with Zimbabwean law and labour relations experts, sound sexual harassment policies. Continuous educational training for all employees and managers is also necessary to encourage more employees to report cases and to deter offenders.     

Sexual Harassment in the Hospitality Industry: Perceptions of Restaurant Employees

Abstract

With the cost of litigation and the dollar amount of settlements both increasing substantially, it is with a pro-active view to look at the perspective of sexual harassment by restaurant employees. The purpose of this study is to measure female restaurant employees' and male restaurant employees' perceptions and attitudes on sexual harassment in the restaurant industry. By analyzing the responses of the female restaurant employees and male restaurant employees, a better understanding of the similarities and differences among these two distinct employee segments could be obtained. This research paper will try to provide some useful information when it comes to sexual harassment in the restaurant industry and what policies should be implemented.     

Perceptions of restaurant employees in Asia Pacific on sexual harassment in the hospitality industry

A major issue facing all of the hospitality industry is that of sexual harassment and the explosion of the number of sexual harassment lawsuits being filed. According to the National Restaurant Industry (U.S.) in 1998, in certain states there are more sexual harassment lawsuits than slip and fall cases filed within the restaurant industry. With the cost of litigation and the dollar amount of settlements both increasing substantially, it is with a pro‐active view to look at the perspective of sexual harassment by restaurant employees. The purpose of this study was to measure the perceptions and attitudes of service personnel, specifically restaurant employees in Hawaii on sexual harassment.     

Sexual Harassment in Hong Kong

ABSTRACT

Prudent restaurant managers and owners should be aware of new trends in their industry. One of the most recent trends or challenges that the restaurant industry is facing is that of sexual harassment lawsuits. As the cost of litigation and dollar amount of settlements increase substantially, restaurant managers and owners should take a proactive view at sexual harassment in Hong Kong from the perspective of their employees. Hong Kong today is no different than any other major city in the world with attorneys (Solicitors and Barristers) advertising on television and in newspapers, therefore managers and owners in the restaurant industry must realize the significance of a work environment free of sexual harassment. The purpose of this study was to investigate perceptions of restaurant employees in Hong Kong concerning sexual harassment.     

The Impact of Consumer Involvement on the Consumers' Perception of Service Quality-Focusing on the Korean Hotel Industry

Abstract

The consumers' evaluations of service quality may be impacted by their assessments of the actual service received, the service provider, and/or the service facility. Within a service marketing context, the more an individual believes the service is personally relevant, the more involved the individual may become with various aspects of the service. This study integrates these two important variables in consumer behavior, which are consumer involvement and service quality. This paper investigates the effect of consumer involvement on the consumer's perceived service quality by focusing on the Korean hotel industry.     

Western guest experiences of a Pyongyang international hotel,North Korea: Satisfaction under conditions of constrained choice

As little is known about guest experiences when considering tourism in countries such as North Korea where there is tight governmental control of tourist activities, this paper examines guests' perceptions of a North Korean hotel. It suggests that the usual criteria of hotel evaluations do not apply due to a restricted choice set, and hence guests are more tolerant of limited choices and re-value the limitations as part of an experience creation. The paper draws on the classical economic model of “regret and rejoice” and finds that reports posted on social media support this interpretation of guest experience. The results indicate that the liminal nature of hotels discussed separately by other commentators such as Wood, Morgan and Prichard may be applicable as guests impose the context of their stay in North Korea on an interpretation of a satisfactory hotel stay.     

The effects of SARS on the Korean hotel industry and measures to overcome the crisis: A case study of six Korean five-star hotels

The major objectives of this study were: (1) to discuss the impact of the SARS outbreak on the Korean hotel industry; (2) to explore how the crisis management contingency concept was implemented by the Korean hotel industry during this crisis; (3) to examine what the implications are for managers in the hotel industry. Results of this study indicate that the SARS outbreak had an adverse impact on the Korean hotel industry. During the six months affected by the SARS outbreak, the Korean hotel industry tried to minimize operating costs and offered employees education programs concerning health awareness, training and operating new hygiene equipment. This study is expected to provide lessons from the experience of the Korean hotel industry during the SARS-affected period.     

The Impact of Culture on Self-Service on Technology Adoption in the Hotel Industry

Abstract

Increasingly technology based solutions are being used to deliver customer service within the international hotel sector. Frequently, these are being driven by cost and operational efficiency concerns, rather than customer service concerns. The argument is presented in this paper that the undifferentiated use of these solutions across international hotel chains without consideration of the diversity of national cultures that may utilize these services may impact negatively on customer service and organizational performance. A number of propositions are suggested both for further academic research and as factors for consideration by hotel managers in this sector.     

A Causal Relationship Between the Balanced Scorecard Perspectives

Abstract

An increasing number of hotel organizations endeavor to achieve long-term competitive advantages in the marketplace through the implementation of strategic performance measurement systems. These systems are designed to integrate and monitor strategic objectives throughout the business processes. This paper investigates the causal relationships between the strategic performance measures of hotel organizations, using The Balanced Scorecard (BSC) framework. This comparative study illustrates how hotel organizations plan, improve and monitor their strategic performance targets through the use of comprehensive performance measurement systems. The paper also recommends specific approaches for the implementation of the BSC for hotel organizations.     

Japanese Travelers' Service Preferences in U.S. Hotels

Abstract

This empirical study identifies specific preferences of Japanese visitors staying in U.S. hotels. Relevant literature is reviewed in an attempt to identify guest services which Japanese visitors prefer. This paper offers hotel operators suggestions about what they need to understand in order to attract and retain Japanese visitors. The results of the study will help hotel operators select appropriate products and services in order to better serve Japanese customers.     

Public Financing of Headquarter Hotels in the United States

Abstract

The past decade has seen a dramatic shift toward public sector financing of large hotels in the United States. This dialectic analysis examines trends in public participation in hotel development and examines why governments are investing in these projects. It looks at the different types of public participation and considers the market implications of these subsidies on private sector hotel development. The case is made that there is a need for accountability and more thorough review of these public investments. The paper proposes various ways that this can be achieved and discusses barriers to such reforms.     

An Assessment of Key Hotel Guest Contact Personnel in Handling Guest Complaints

Abstract

The quality of a guest's hotel experience is frequently dependent on the consistency with which hotel standards of service are applied. Where the existing systems break down, guests will complain. This should be viewed as an opportunity for the hotel's management. However, some hotel direct guest contact personnel may view guest complaints as causes for panic rather than opportunities for improving the hotel operation. Guests whose complaints were resolved satisfactorily were willing to return back to the hotel. Proficiency in handling their complaints results in greater guest satisfaction and loyalty. The application of the research will be on Hotel Assistant Managers/Guest Relations Agents to investigate whether they are applying the necessary steps and techniques to solve guests' complaints related either to tangible or intangible products in hotels. Results indicate that Hotel Assistant Managers and Guest Relations Agents could improve their effectiveness in handling guests' complaints. Assistant Managers were found in this study to be better at handling complaints than Guest Relations Agents.     

Classifying technological innovation attributes for hotels: an application of the Kano model

ABSTRACT

Technological facilities and services have become attractive features in hotel selection. However, limited research has been conducted on how technological innovation attributes are perceived by hotel tourists. This paper aims to highlight and categorize the technological innovation attributes of hotels based on the Kano model. Empirical testing shows four technological innovation factors: Internet and app usage, smartphone usage as a room key and for payment, E-housekeeping, and the use of electronic self-service systems. Findings provide practical implications for hotel operators planning to introduce technologies into their hotels.     

Economies of Scale Could Be Key to Profitability

Abstract

The growth of China's tourism hotel industry has been accompanied by declining profitability. Using cross-province tourism hotels data of 2000, this study attempts to empirically quantify the impact of operation scale on hotel performance. Controlling for the effect of overcapacity, this study found a significant and positive association between operation scale and profitability. The findings suggest that to improve performance, the Chinese tourism hotel industry needs not only to reduce the overcapacity but also reverse the property-downsizing trend and pursue economies of scale.     

Employee proactivity in hotels undergoing organizational change and development

ABSTRACT

Drawing from self-regulation and goal-regulation theories, this study focuses on employee proactivity in the context of a hotel that is undergoing change and development. Two hundred twenty eight employees from a hotel undergoing restructuring in Australia took part in this study. A survey instrument was developed and the data obtained from the survey were analyzed. Results show that employee proactive envisioning, employee proactive planning, and employee proactive enacting are positively and significantly interrelated. In addition, results show that organizational climate for innovation and leader vision are positively and significantly related to employee proactive envisioning and serve as situational correlates of employee proactivity. Implications for human resource management, particularly in the hotel industry, are discussed.     

A Study on the Moderating Role of Alternative Attractiveness in the Relationship Between Relational Benefits and Customer Loyalty

ABSTRACT

The purpose of this study was to investigate the moderating role of alternative attractiveness in the association between relational benefits (confidence benefits, social benefits, special treatments) and customer loyalty in hotel restaurants in South Korea. Data were collected from 250 hotel restaurant customers.

The data was analyzed using moderated regression analysis and subgroup analysis. The research findings are as follows: First, confidence benefits and special treatments positively affect customer loyalty. Second, alternative attractiveness has a homologizer moderating effect on the relationship between relational benefits and customer loyalty except for confidence benefits. At the end of the paper, theoretical contributions, managerial implications, limitations, and future research directions are discussed.     

Locus of Control and Its Influence on Hotel Managers' Job Satisfaction

Abstract

Studies have demonstrated that internal/external locus of control impacts job satisfaction. Additionally, research indicates that locus of control relates to many other work-related perceptions. However, few studies exist that investigate the relationship between locus of control and job satisfaction for hotel managers. This study investigates hotel managers' job satisfaction (n = 68), internal/external locus tendencies, and the relationship between the two constructs. The results indicate that variables other than the locus personality construct may relate to hotel managers' perception of job satisfaction. Additionally, the results stimulate the ongoing person versus situation debate in job satisfaction research.     

General Manager Perceptions of Guest Satisfaction Measurement Systems in the Hotel Industry

ABSTRACT

This research examined 151 hotel general managers' perceptions of four different guest satisfaction measurement systems in the hotel industry. The results found that general managers had questionable confidence in the output from any of the systems investigated. The general managers felt that all systems present sample size, representative sample and manipulation problems. The general managers had the greatest confidence in third-party mail-out satisfaction systems and preferred these systems in a rank-order response.