基于TRA理论的酒店员工信息技术心理研究

本文以TRA理论和TAM模型为基础,通过针对中国三星级以上酒店员工的信息技术采用心理的实证研究,探讨了目前酒店员工信息技术采用认知、态度和意向等基本心理状况．比较了不同的客观环境和个体特征下酒店员工信息技术采用心理的差异,在中国酒店业的技术进步和人力资源管理方面提出了有价值的结论。     

Development and validation of a scale measuring hotel website service quality (HWebSQ)

This research aims to develop and validate a scale to measure website service quality in the hotel industry, namely HWebSQ. It also establishes the predictive power of the new scale by examining its relationship with an expected outcome, i.e. customer purchase intention. The research employs a detailed scale development process: domain specification, item generation, scale refinement, purification and validation. Data were collected from tourists who stayed at 4-to-5-star hotels in Vietnam. The findings confirm HWebSQ to be a valid and reliable measure of hotel website service quality containing 34 items with 7 dimensions. These include website functionality, website design, response time, ease of use, information quality, interactivity and security. Each of these dimensions is positively associated with customer purchase intention. The newly developed HWebSQ scale would be valuable to managers of hotels and other accommodation services who are interested in designing and managing websites aimed at attracting and retaining customers.     

Hotel Information Technology Security: Do Hoteliers Understand the Risks?

During the past decade, information technology (IT) has significantly changed the way the hotel industry controls and manages operations. While many technologies have been utilized, some newer technologies have emerged in the literature and in practice, and many of them impact the hotel's security. The purpose of this study is to understand how hotels with different service levels are currently using these technologies, and if having an internal IT department and sufficient IT budget impacts the use of these technologies. Among the results, this study identified a gap between hoteliers’ understanding of IT budget adequacy and the adequacy of installed IT security systems. The results also showed that luxury properties were significantly more likely to employ adequate IT security systems than other service levels.     

An exploratory analysis of hotel selection factors: A comprehensive survey of Tehran hotels

The selection of residence location in different countries is of high priority and significance for tourists. The selection of the most appropriate hotel entails a rather complicated decision-making process. A comprehensive hotel selection model can empower the hotel managers, the tourists, and the tourism industry to make decisions based on more effective indicators of high quality services for a higher rate of satisfaction. The purpose of this research is to deeply explore the broad literature and to identify the most significant hotel selection indicators and factors in Tehran hotels and to present a comprehensive model through an exploratory factor analysis of the extracted indicators so as to provide the managers and tourists with a firm ground for making better decisions regarding the indicators of hotel selection. Promenade and comfort, security and protection, network services, pleasure, staff and their services, news and recreational information, cleanliness and room comfort, expenditure, room facilities and car parking were identified as the main hotel selection factors of Tehran hotels. Afterwards, another factor analysis has been done in order to extract the next hidden set of factors within the aforementioned factors which return two main factors of “Hotel Comfort Factors” and “Hotel Compensatory Factors”. Following the creation of the final model and based on the intrinsic vagueness of decision making in the process of selection, a set of fuzzy membership functions for the extracted factors has been provided. The intention has been to provide the expert system and decision support system developers and users with a set of practical indicators in order to help them design and implement realistic systems based on the deeply studied indicators and factors of hotel selection. Such supportive systems can be directly presented to the tourists requesting a mechanism for selecting the most appropriate hotel but lacking enough information about the important indicators and factors and also to the managers of hotels who are trying to make strategic decisions regarding the most optimized investments on the indicators of selecting a hotel. Considering the priorities of tourists, hotel managers, entrepreneurs and investors in the hotel industry require deep investigations and studies for which this paper provides a firm basis.     

Business Travelers’ Accommodation Selection: A Comparative Study of Two International Hotels in Cairo

The purpose of the present study was twofold. First, it aimed to determine what business travelers in two international hotels in Cairo, Egypt, the first being 5 stars and the second 4 stars, believed were the factors influencing hotel selection and their importance. Second, this work aimed to ascertain the extent of congruence between business guests on attributes that feature in hotel selection. Results showed that business travelers at the 5-star hotel assigned top importance to the attribute “accuracy of wake-up call”, whereas their counterparts at the 4-star hotel identified “security and safety of room” as their most important factor in hotel selection. The independent samples t-test identified statistical significant differences on 50 attributes between both sets of respondents. The eta-squared value was calculated to examine the magnitude of such differences. Despite the difference in hotel star rating, research findings did not reveal a large statistical difference on all attributes. However, a large statistical difference was discovered between respondents on 21 attributes; a moderate difference on 25 attributes and; a small difference on 4 attributes. The results of this study could equip accommodation managers with a better insight into the actual needs of business guests, the issue that could lead to their satisfaction and improve customer service.     

Managing Quality in Hotel Excelsior

Abstract

There is no doubt that quality in the hotel industry is an important issue. Delivering quality in hospitality operations involves reliably providing accommodation, food, service and entertainment within an environment that meets the expectations of customers, simultaneously creating opportunities for adding value that will exceed expectations and result in delight and repeat purchases or recommendations. Managing quality in hospitality operations is difficult, complicated by the complex blend of production and service elements that need to be managed over the short cycle of operations. Hotel Excelsior initiated a benchmarking exercise in 5-star hotels and recognizing the contribution that quality might play in achieving company objectives in marketing and profitability, decided to gain ISO 9002 registration in July of 1999. ISO 9002 does not guarantee improvements in quality, but the management of Hotel Excelsior believes that the systems and controls have this effect. Hotel Excelsior has taken on that challenge. The paper analyzes how they established HRN EN ISO 9002 (Croatian Norm European Norm ISO 9002) and the advantages of an orientation towards quality.     

Performing: Hotel room attendants’ employment experiences

Performing is a socio-psychological process of defining self as a room attendant and finding dignity in the course of completing daily tasks while interacting with other social actors—guests and hotel employees—on hotel stages. The grounded theory of performing emerged from qualitative research, informed by socialist-feminist critical theory and qualitative social constructivist grounded theory. Forty-six room attendants working in one of five participating 5-star hotels located in South East Queensland, Australia, were interviewed. Performing has ramifications for tourism service provision, specifically, hotel praxis and the need for greater acknowledgement of room attendants as a community of value, possessing practical knowledge that could be used to improve daily operations, enhancing guest interactions and tourism service experiences.     

Do regional factors matter? Determinants of hotel industry performance in China

The hotel industry is deeply embedded in local regional conditions, though the influence of regional factors is seldom investigated. Three key hotel industry metrics, Revenue per Available Room (RevPAR), Average Room Rate (ARR), and rooms rented, were examined for their determinants using ordinary least squares and negative binomial regression models on key endogenous and exogenous (regional) factors, including Destination Attractiveness and Capacity, Business and Commercial Environment, Image and Openness, and Tourism Professional Specialization. Using China as a case study, and at different hotel star designations (2- to 5-star hotels), the results show that RevPAR is determined mainly by labor quality and Tourism Professional Specialization. Particularly, regional factors significantly affect ARR and rooms rented. The influence and sophistication of regional factors increases with higher star designations. This paper highlights links between the hospitality industry and regional economic development, which should be considered by both the hotel industry and tourism policy makers.     

Do religion and spirituality matter for hotel workers’ well-being and guests’ happiness? An update of the Attraction-Selection-Attrition theory

Drawing on the Attraction-Selection-Attrition (ASA) theory (Schneider et al., 1995), this paper examines how adhering to religious regulations and offering spiritual facilities may affect hotel workers’ psychological well-being and guests’ happiness. Using a mixed method approach, we collected data through two studies on religious practices and spiritual facilities at 5-star hotels in Jordan. In the first stage, interviews were conducted with 18 senior managers at hotels in the Dead Sea area (study 1). In the second stage, data were collected from Muslim guests who visited and stayed at a 5-star hotel in Jordan (study 2) and the hypotheses were tested with partial least squares-structural equation modelling (PLS-SEM) using SmartPLS 3.3.3. Our results indicate that spiritual facilities at hotels enhance workers’ well-being and guests’ happiness while not adhering to religious regulations adversely affects workers’ well-being and guests’ happiness. The paper offers a contextual and novel framework to understand the linkages between religion/spirituality and psychology at hotels in a diverse cultural context in the Middle East. The empirical studies highlight the contextual relevance and extension of Schneider’s (1995) ASA theory by incorporating religiosity/spiritualty and well-being of hotel employees in a Middle Eastern context.     

The signaling and reputational effects of customer ratings on hotel revenues: Evidence from TripAdvisor

This study aims to examine whether customer ratings and online reviews affect hotel revenues, and if so, to quantify the effects. To achieve this objective, we articulate the mechanisms grounded on reputation theories whereby customer ratings exercise the influence on hotel performance through reputational and signaling effects. Using customer rating data from TripAdvisor and hotel revenue data from Texas, we estimate fixed effects regressions and adopt a regression discontinuity design to separate the signaling effect of customer ratings from reputational effect. We found that the signaling effect of a 1-star increase is an increase of 2.2–3.0% in hotel monthly revenues whereas the reputational effect of a 1-star increase is an increase of around 1.5–2.3% in hotel monthly revenues. Our findings are robust across alternative model specifications and provide insightful implications for hotels to manage their customer ratings.     

Do employees' perceived compensation system influence turnover intentions and job performance? The role of communication satisfaction as a moderator

Drawing on social exchange theory (SET), the study examined the influence of customer-contact hotel employees' perceived compensation system on turnover intentions and job performance. Also, the study explored the potential moderating role of communication satisfaction in the aforementioned connections. Data obtained from 372 customer-contact employees in 5-star hotels in Nigeria was used to assess the hypothesized relationships. Using hierarchical multiple regression, the findings demonstrated that while customer-contact hotel employees' perceived compensation system reduces turnover intentions, it enhances job performance. More importantly, communication satisfaction moderates the relationships between customer-contact hotel employees' perceived compensation system, turnover intentions, and job performance. Theoretical contributions of the study, managerial implications, and suggestions for further studies are discussed.     

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.     

Exploring the antecedents of intentions to leave the job: The case of luxury hotel staff

The aim of this study is to assess the antecedents of employee’ intentions to resign from their jobs in luxury hotels in India. Two aspects are considered in this context: firstly, the employees’ enthusiasm for the profession and organisation, the nature of the work and its impact on social and family life. Secondly, their level of satisfaction with the job in terms of organisational loyalty, relationship with supervisors, job security, earnings and additional benefits. A theoretical model (see Fig. 1) and seven hypotheses are tested to indicate whether the employees’ level of agreement with statements about the job and their level of satisfaction with the job will impact their intentions to quit. The study further examines if any current employees intend to leave their job. The term luxury hotel is used to represent 5 star and 4 star hotels of India.Findings from the analyses of 884 responses suggest that, when considering intentions to resign from the job, a negative relationship is found between professional and organisational enthusiasm and perceptions about the work being stimulating. No support was found for a positive relationship between the extent work impacted social and family life and the intention to quit. However, results supported the notion that the employee's organisational loyalty has a negative effect on his/her intention to resign from the job. Our findings contradict several other studies in that they suggest the employee's intention to resign from the job increases as job security and earnings improve. The study is distinctive as it explores intentions luxury hotel employees in India to leave their jobs; three is little evidence in the wider literature of similar attempts in the context of the Indian hotel industry. The outcomes have implications for both theory and practice as this is the first such major study in the context of the hotel industry in India where there is a population of over a billion people and an expanding hotel industry.     

基于DTPB模型对高星级酒店员工信息系统接受程度的实证研究

本文首次将任务技术适合度这一因素融入解构计划行为理论(DTPB),检测酒店员工对酒店信息系统(HIS)的接受度。通过对7家高星级酒店的问卷调查得知,基于DTPB的拓展模型,大部分因素间呈显著正相关,而感知的行为控制对使用的行为意向作用不显著。此外,任务技术适合度与自我效能显著,直接影响使用的态度,相容性直接影响个体对信息系统的感知易用性及使用的行为意向,但它对感知有用性的作用并不明显。     

International franchising: Opportunities for China's state-owned hotels?

The hotel industry in China faces global competition. Most of the state-owned hotels have struggled during the period of transition from a planned economy to a market economy. Furthermore, international franchising hotel chains have entered China with their different operation modes. Could the franchising hotels bring opportunities for state-owned hotels? In an attempt to answer this question, the researchers carried out a study of state-owned independent hotels and state-owned franchised hotels to analyze their external and internal business factors, their intentions to join international franchise operations and the international hotel franchisors in China. The research technique used was qualitative. Two rounds of in-depth interviews were conducted. Content analysis was used in the data analysis. Results indicate that the majority of state-owned independent hotels have intentions to join an international franchise operation in the next 5 years. It also identified major factors affecting the franchising of state-owned hotels in China. However, franchising may not be attractive to those hotels that want to keep their management culture and characteristics. Implications of the study were discussed. Recommendations were provided to the state-owned hotels. Future research studies have been suggested to examine the relationships between franchisors and franchisees.     

A comparison of competing theoretical models for understanding acceptance behavior of information systems in upscale hotels

This study investigated which intention-based model, namely: (1) the technology acceptance model (TAM; Model 1); (2) the theory of planned behavior (TPB; Model 2); and (3) the decomposed TPB (DTPB; Model 3) is best for predicting and explaining employees’ behavioral intention to use hotel information system (HIS). Data were obtained from employees of 13 upscale hotels in Jeju, South Korea, and structural equation modeling (SEM) was employed to examine and compare the three competing theoretical models (CTMs) in terms of overall model fit, explanatory power, and paths significance. The findings of this study revealed that if the key objective is to predict behavioral intention to use HIS, the TAM is preferable. However, if the key objective is to explain behavioral intention to use HIS, the DTPB is preferable.     

Exploring the Factors Affecting Hotel Outsourcing in Taiwan

Two studies were conducted to examine factors affecting hotel outsourcing in Taiwan. In study 1, interviews with senior hotel managers were analyzed to explore the factors determining a hotel's outsourcing of different services. The results of the questionnaire survey used in study 2 indicated that the current and desired percentages of outsourcing for international tourist hotels in Taiwan were very low, indicating that strategic outsourcing has not received much attention in that part of the Taiwanese hospitality sector. The hotel departments that were most often outsourced were housekeeping, security, maintenance and information systems. Study 2 also showed outsourcing decisions were based only on a hotel's resources. The effect of predicting outsourcing was not significant for transaction costs. The results of this study provide both hotel management and outsourcing service providers with insights into hotel outsourcing in Taiwan.     

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

Many studies have examined quality management and environmental management separately. This paper analysed the commitment to quality and environmental management at the same time, and their separate and joint effects on hotel performance. The empirical data were collected from a sample of 301 3-to-5-star Spanish hotels. A cluster analysis was carried out to identify the levels of commitment to quality and the environment. Then, ANOVA and regression analysis tested the quality and environmental commitment levels-performance link. Three levels of quality and environmental commitment have been identified. The findings showed that the commitment to quality and environmental practices influences hotel performance.     

Assessment of Current Training Program and Its Effectiveness in Hotels of Bhutan

The increasing number of tourist in Bhutan demands for more high-quality hotels to provide better services to guests. The objectives of the study are, (1) to assess the current training provided to the hotel employees; (2) to evaluate the training gap concerning training design and; (3) to examine relationship between the training factors affecting the training effectiveness in Bhutanese hotel industry. Findings showed mismatch of training provided to employees resulting in poor quality of service. Negative score was found between the importance and satisfaction level of hotel employees on contents of training design. However the results showed positive relationship between the training factors and training effectiveness, work environment has strong influence.     

TOURISM INVOLVEMENT,WORK ENGAGEMENT AND JOB SATISFACTION AMONG FRONTLINE HOTEL EMPLOYEES

This study examined the relationship among tourism involvement, work engagement and job satisfaction in the hotel industry. Data was gathered from 336 frontline employees of 20 international hotels in Taiwan and was analyzed via structural equation modeling. Findings show that tourism involvement is positively related to work engagement, while both tourism involvement and work engagement are positively related to job satisfaction. Work engagement was found to partially mediate the relationship between tourism involvement and job satisfaction. Implications for hotel managers, limitations and future research directions are discussed.