Hospitality Managers' Perception of Corporate Social Responsibility: An Explorative Study

In recent years, many factors have influenced the hotel industry to identify areas of social concern most beneficial to it. Staff incentives, rewards, community involvement, and charitable activities, coinciding with increased management and staff education concerning internal and external social responsibilities, have increased. The objective of this study is to investigate how hotel leaders from Hong Kong in high-tier and medium-tier hotels attempt to influence employees' behaviour to act in a more socially responsible manner towards their companies and communities. It highlights both leaders' perceptions of corporate social responsibility (CSR) behaviour of their employees and the instruments used to influence that behaviour. As a first step, this study aims to determine hotel managers' perception of leadership styles and their interpretation of the CSR role in the industry and community. Managers differ in leadership styles, thereby influencing their employees' perception of the CSR role in industry and community. Findings have shown that CSR awareness is deeply incorporated into high-tier Hong Kong hotels where community involvement is particularly strong.     

What do hotel employees think about service robots? A qualitative study in Turkey

This study aims to determine Turkish hotel employees' perceptions towards service robots. Data were collected through 40 in-depth interviews with hotel employees from different departments. Data were analysed through thematic analysis. The results revealed that the word “robot” evoked negative emotions for hotel employees. While the hotel employees think that service robots may provide different benefits and advantages for employees and businesses, they also believe that service robots may create some problems during communication with the customers. The hotel employees also think that service robots would lead to an increased unemployment rate in the future.     

Feeling empowered and doing good? A psychological mechanism of empowerment,self-esteem,perceived trust,and OCBs

Building on agency theory and signaling theory, this study investigated the psychological mechanism of how empowerment impacts hotel frontline employees' self-esteem, perceived trust, and OCBs performed toward both internal and external customers. Using a longitudinal research design with data collected via three waves, the results supported that three out of four dimensions of empowerment had significant and positive influence on employees' self-esteem and perceived trust, both of which are significant predictors for three types of OCBs. The study makes important contributions to literature and suggests that hotel employees feeling empowered can enhance their overall wellness while contributing to their OCB performances. Thus, empowerment should be properly used as a strategy to facilitate employees’ contextual performance.     

An examination of the links between corporate social responsibility (CSR) and its internal consequences

The purpose of this study is to examine the links between Corporate Social Responsibility (CSR) and its internal consequencesusing the hotel employees' CSR perception, Quality of Working Life (QWL), affective commitment, organizational citizenship behavior (OCB), and job performance. Although CSR has been widely studied from the perspective of employees, no previous study has related it to QWL in the field of hospitality research. Applying relevant theories, the study empirically substantiates the connection between the constructs and provides theoretical and practical implications. The results, drawn from data collected from hotel employees in upscale hotels in South Korea, show that hotel employees' CSR perception of the firm positively influences their QWL, affective commitment, and organizational citizenship behavior, which, in turn, enhance their job performance.     

Managing internal service quality in hotels: Determinants and implications

While internal service quality (ISQ) preconditions organizational service quality management, the tourism and hospitality management literature largely overlooks it. This study developed and tested a comprehensive model to understand the determinants and how they influence ISQ using an exploratory sequential mixed method. In study 1, we conducted 12 focus groups involving 86 hotel employees. ISQ is determined by three primary categories of organizational and personal practice: management systems (i.e., manage process, training and compensation), social systems (i.e., collaborative culture, interdepartmental communication and servant leadership), and personal characteristics (i.e., role stress, empathetic personality and collegial relationships). In study 2, we conducted 332 pairs of employee-supervisor questionnaires and confirmed the effects of these determinants on ISQ through employee's internal service orientation and efficacy. Distinct determinants interrelate to predict employees' internal service orientation and efficacy. This study thus provides hotels with targeted measures to improve their ISQ and competitive advantages.     

Effects of Employees' Uniform on Company Image and Employees' Self-perceptions and Customers' Perceptions

The purpose of the study is to investigate how different styles of employee uniforms affect customers' perceptions of the hotel image and employees' self-perceptions. The results of the study indicated a significant relationship between uniforms and employees' job performance. Significance also existed between employees' job satisfaction and styles of uniform. A significant relationship between styles of uniform and customers' perception of employee performance was found as well.     

Self-discipline or self-interest? The antecedents of hotel employees' pro-environmental behaviours

Abstract

Motivating employees to engage in pro-environmental behaviours is an essential topic in the tourism and hotel fields. This paper advances this research direction by integrating the mechanisms of cognition and incentives from the externalities/spillovers perspective. This paper argues that we can view the environmental and financial benefits received by hotels and natural environment as positive spillovers from employees' voluntary pro-environmental behaviours. Accordingly, internalization (the subject of positive spillovers cognitively perceives oneness with beneficiaries like hotels and physical environment) and compensation (beneficiaries offer incentives for positive spillovers' subject) are two leading solutions to the positive spillovers issue, which can improve employees' engagement in pro-environmental behaviours. Hence, this paper explores the impact of employees' cognitive internalization (work ethic) and positive incentives from the organization and nature (hotel's environmental benefit sharing and health rewards rooted in employees' ecological embeddedness) on employees' pro-environmental behaviours in the hotel industry. The empirical analysis of a sample of 324 employees working in Chinese luxury hotels suggests that employees' work ethic, hotel's environmental benefit sharing and employees' ecological embeddedness are significantly positively related to employees' pro-environmental behaviours and that the interplay of employees' work ethic and ecological embeddedness significantly and negatively affects employees' pro-environmental behaviours.     

Hotel Employees' Perception of the Statutory Minimum Wage Policy in Hong Kong

Employee compensation is one of the largest expenses for businesses. Given the labor-intensive nature of the hotel industry, hotel employees' perceptions of the statutory minimum wage (SMW) policy have become a major concern for hotel operators since the introduction of the policy in Hong Kong. This exploratory study examines these perceptions, together with hotel employees' job and compensation satisfaction and intention to leave, since the introduction of the SMW policy. A survey of 161 hotel employees in Hong Kong was carried out. Respondents demonstrated high awareness of the SMW policy but viewed its effect on the hotel industry as limited. The largest gap between the perceived importance of, and satisfaction with, a factor related to job satisfaction was found for the benefits package. As well as making a contribution to the academic literature, this study provides practical implications of the SMW policy for the hotel industry in Hong Kong and other countries considering adopting a similar measure.     

What influences company attachment and job performance in the COVID-19 era?: Airline versus hotel employees

Airline and hotel employees are experiencing multiple forms of precariousness amid the COVID-19 pandemic, which have increased workers' distrust of their respective airline/hotel businesses and affected job performance and retention. This research builds and tests two sturdy theoretical frameworks to explain airline and hotel employees' job performance and behavior during the COVID-19 pandemic. The frameworks, developed using a quantitative method, adequately account for employees' company attachment and job performance by using their perceived job insecurity, life satisfaction, and job satisfaction as the key antecedents; while employees' perceived job insecurity influences the formation of attachment to the company and job performance. The mediating nature of life and job satisfaction is also examined alongside the moderating role of two different industry types (airline versus hotel). The results show that the process of generating job performance differs between airline and hotel employee groups. The research implications and value are discussed.     

Retention of Hourly Hotel Employees

Abstract

The major objective of this study was to explore the reasons behind hourly employee turnover in the hotel industry. Data was collected from 230 hourly employees in ten small and medium-size hotels located in the Southeast U.S. The results empirically confirmed that hourly employees' retention was predicted by self-fulfillment and working conditions rather than monetary rewards. More specifically, employees who were more likely to stay with their current employer: were not interested in finding another job, had a positive experience with their hotel's company policies, were satisfied with their current job, attributed a higher level of importance for paid vacation, had a positive experience with regard to their hotel's humane approach to employees, and did not attribute a high level of importance for having a fun and challenging job.     

Deterrence and leadership factors: Which are important for information security policy compliance in the hotel industry

Hotels have developed information security policies to deal with information security incidents, and managers are interested in how to enhance employees' compliance with these policies. This study examines how deterrence perception and managers' leadership influence employees' intention to comply with information security policies. Two rounds of surveys were conducted to collect data from Chinese hotel employees. The results show that perceived deterrent certainty has a positive effect. On the other hand, ethical leadership has a significant indirect effect with the second-round compliance intention. Abusive supervision does not have positive effects, even when managers' intent is motivational. Our study is among the first to examine the effect of managers' leadership on information security compliance intentions in the hotel industry. Our study also provides important strategic guidelines for by informing hotel managers that ethical leadership should be practiced as a means of enhancing employees' information security policy compliance.     

How emotional labor affect hotel employees’ mental health: A longitudinal study

The current study aims to examine the longitudinal effects of emotional labor on the mental health of hotel employees based on the Allostatic Load and Conservation of Resources theories. Four waves of data were collected from 534 hotel interns in an eight-month period. Latent growth modeling and lagged path analysis were used to analyze the time-series data. The study results indicated that hotel employees experienced increased anxiety and depression within the first three months of their new jobs. Surface acting increased employees' anxiety and depression. Interestingly, deep acting decreased employees' anxiety and depression in the short run but increased their anxiety and depression in the long run. Emotional exhaustion explained the double-edged effect of deep acting on mental health. The study results provide meaningful implications for hotel managers in workplace stress management and employees’ mental health improvement.     

Hotels' environmental policies and employee personal environmental beliefs: Interactions and outcomes

Recent trends in green consumerism are leading the hotel industry to assume corporate social responsibility that may place the industry at the forefront of green innovation. Research reveals that adopting green practices is beneficial for the hotel and tourism industry. Nonetheless, a corporation's success in adopting green practices depends not only on corporate attitudes towards environmental issues but also on its employees' personal beliefs and everyday actions. This study fills the gap in existing research by adopting the concept of a “green organisational climate” and using personal belief variables to explore the contextual and individual variation in hotel employees' environmental behaviour. The results from two-level linear hierarchical models (HLM) show that individual- and group-level factors are significantly associated with the employees' environmental beliefs and behaviour. In other words, personal environmental norms explain within-hotel variance, but green organisational climates explain between-hotel variance and moderate the effect of personal environmental norms on employees' environmental behaviour. Greater emphasis on intense corporate engagement in incorporating environmental policies, human resources management and provision of environmental education for employees should be introduced and implemented.     

酒店服务品牌内部建设主体的功能与关系研究

服务品牌与产品品牌在原理上一致,但在执行上存在明显差别。服务品牌的建设应该包括内部和外部两个视角,但是现有理论及实践往往仅关注服务品牌外部建设,忽略了服务品牌内部建设。因此,文章基于丽思卡尔顿酒店的案例,探索服务品牌内部建设涉及哪些参与者、各参与者承担哪些角色,以及服务品牌内部与外部建设之间的关系等问题。研究发现,酒店企业服务品牌内部建设的关键流程包括酒店创建者和高层管理者创建并维持服务品牌核心价值、核心价值转变为员工的内在价值、员工"活出品牌"3个方面。服务品牌内部建设与外部建设是"手段"与"目的"的关系,成功的服务品牌内部建设能够更好地确保外部建设的效果。最后,文章提出了酒店企业内部服务品牌建设的管理建议。     

The Relationship Between Demographic Characteristics and Socialization Outcomes Among New Employees in Hong Kong Hotels

Abstract

High turnover among new hotel employees has become a major concern for Hong Kong hotel managers. Previous studies have shown that the demographic characteristics of employees are related to their subsequent behavior and attitude. However, there is little vigorous discussion on new employees in particular. This study examines the relationship between the demographic characteristics of new employees and their socialization outcomes in the Hong Kong hotel industry. Its findings show that there are significant differences between the effects of certain demographic characteristics on job satisfaction, organizational commitment and turnover intentions. Some recommendations for maintaining new employees' productivity and minimizing turnover intentions are made for hotel managers' consideration.     

The mediating effect of work–family conflict in the relationship between job stress and intent to stay: The case of tourism and hospitality workers in Macau

ABSTRACT

This study explores the mediating effect of work–family conflict in the relationship between job stress and intent to stay. The study revealed that once the intervention took place, employees' job stress has ceased to exert direct influence on their turnover intention. This signifies that work–family conflict is the underlying cause which discourages stressful employees to remain with their employer. The study was conducted in Macau to a group of tourism workers by means of street intercept survey.     

From internal brand management to organizational citizenship behaviours: Evidence from frontline employees in the hotel industry

This paper examines the links between internal brand management, organizational identification, work engagement, and organizational citizenship behaviours in the hospitality industry. A model is proposed and tested using a sample of 323 frontline employees from the main hotel chains operating in Spain. This model includes different dimensions of internal brand management and different manifestations of citizenship behaviours. Data are analysed through the use of partial least squares. The findings confirm that transformational leadership leverages organizational identification and work engagement. However, brand training and brand communications do not directly raise positive emotions in the workplace. The results also suggest that work engagement is a better predictor of citizenship behaviours than organizational identification. Identification influences citizenship behaviours towards the organization. However, this variable does not explain extra-role supportive behaviours towards customers and other employees. These results extend previous research by empirically analysing the effects of internal brand management from the employees' perspective.     

Employees' perceived job performance,organizational identification,and pro-environmental behaviors in the hotel industry

Employees' engagement in pro-environmental behaviors (PEBs) is crucial for greening hotels and improving hotel performance. This paper argues that we can explore employees' PEB motivations from a positive externality/spillover perspective because such voluntary behaviors benefit actors other than the employees, namely, the hotels that employ them and the surrounding natural environment. Accordingly, compensation and internalization could motivate employees' PEBs. This paper attempts to advance research on internalization by focusing on the oneness between employees and organizations and by proposing that organizational identification (OI) is an essential predictor of employees' PEBs and can be improved by increasing their perceived job performance (PJP). Additionally, this paper argues that PJP can affect employees' PEBs through OI. In the context of the positivism research philosophy, the current study utilized a survey method to collect data from employees working in Chinese hotels and performed ordinary least squares (OLS) regression analysis to test the proposed hypotheses, which were all supported empirically.     

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.     

Extending the scope of hotel client reactions to employee injustice: Hotel employer reviews on the Internet

Third-party literature is concerned about the way others perceive what happens in organizations. When dealing with the perceived justice of the employer-employee relationship, it has mainly adopted an on-site approach. The scarce research focusing on the consequences of perceived justice for client variables in hotels has shown that it can impact client loyalty. In this study, we adopt an on-line view, and we analyze how the comments posted by hotel employees on the Internet about their work conditions influence guest perceptions. This topic is relevant because it is well known that clients’ perceptions influence client satisfaction, WOM and revisit intentions. Through an experiment based on real hotel employer reviews, results confirm that these comments have an impact on the organizational image dimension of service quality, hotel clients’ satisfaction, WOM, and revisit intentions. Thus, as occurs with client eWOM, hotel managers should be aware of these comments and manage them appropriately.