如何提高饭店业一线员工的服务补救绩效:模型与实证

文章应用巴顾兹(Bagozzi)的态度模型,采用结构方程建模方法,构建并验证了基于饭店业一线员工感知视角的服务补救绩效预测模型。实证结果表明:(1)一线员工对授权、培训、奖励以及对饭店进行顾客抱怨管理的感知正向影响其工作满意度;(2)顾客抱怨管理和授权不仅通过一线员工情感变量(工作满意和情感承诺)的中介作用间接正向影响服务补救绩效,还能够直接预测服务补救绩效;(3)一线员工的情感变量是解释员工培训和奖励正向影响其服务补救绩效的完全中介变量;(4)工作满意直接正向影响一线员工的情感承诺,而在工作满意和服务补救绩效之间的间接正向影响关系中,情感承诺变量起到了全部中介效应。文章最后总结了对服务补救理论和饭店业管理实践的贡献。     

The Impact of Internal Branding on Employee Engagement and Outcome Variables in the Hotel Industry

The concept of internal branding is well accepted in the service industry. This study examines how internal branding helps service organizations achieve desirable outcomes such as job satisfaction and employee loyalty. The model is developed based on social exchange theory and considers the relationship among internal branding, employee engagement, job satisfaction, and employee loyalty. The model is tested on service employees of hotels in South Korea using a survey method. The study finds internal branding is critical for employees to be engaged with the job and the organization and employee engagement fully mediates the relationship between internal branding and job satisfaction. Several implications are discussed.     

Examining the spillover effect of frontline employees’ work–family conflict on their affective work attitudes and customer satisfaction

This study examines the negative spillover effects of hospitality frontline employees’ work–family conflict on their affective reactions, commitment, and customer satisfaction. A field survey was conducted to obtain a dyadic data set (148 paired employee–customer responses). Our results indicate that frontline employees’ role conflict between work and family results in less positive affective reactions to the job, decreased emotional attachment to the organization, and lower levels of customer satisfaction. These findings suggest that hospitality firms need to understand that factors outside the workplace influence service excellence, thus calling for a family-friendly organizational culture.     

Transformational leadership and employee performance: The role of identification,engagement and proactive personality

This study investigates the underlying mechanisms and boundary conditions that explain the relationship between transformational leadership and frontline employee performance. Specifically, it explores the mediating role of organizational identification and work engagement in the relationship between transformational leadership and job performance and organization-directed citizenship behaviors. Additionally, it examines whether proactive personality moderates the effect of transformational leadership on identification and engagement. Data from 323 frontline hotel employees were analyzed using partial least square regression. Results show that identification and engagement fully mediate the relationship between transformational leadership and organizational citizenship behaviors, whereas engagement partially mediates the link between transformational leadership and job performance. Results indicate a sequential mediation effect of identification and engagement on employee performance. Finally, findings show that proactive personality strengthens the effect of leadership on identification and engagement. The study provides information for hotel managers about why and under what circumstances employees perform the way they do.     

Relationships among work-family supportive supervisors,career competencies,and job involvement

This study aims to explore the relationships among work-family supportive supervisors, career competencies, job involvement, and job satisfaction. Data were collected from a sample of 1012 hotel employees working in the frontline of the hospitality industry in China. Structural equation modelling (SEM) was used to estimate the relationships among the constructs. The findings indicate a positive relationship between work-family supportive supervisors and career competencies. Career competencies contribute positively to job involvement and job satisfaction. This study provides insights into how managers of human resources can retain qualified staff and increase the job satisfaction of employees.     

Job Satisfaction,Organizational Commitment,and Internal Service Quality

Abstract

The purpose of this study, was to create a case study in employee attitudes on job satisfaction, in a major Las Vegas, Nevada hotel/casino. To accomplish this, the authors specifically investigated the discrete level of their job satisfaction, internal service quality, and organizational commitment. They also explored the overall impact of job satisfaction and internal service quality on employee organizational commitment. Currently there is no reported research on the simultaneous examination of these three variables. The results of this study have practical applications given the size and the nature of the casino business, in which a large number of employees may be assembled in a single location, and where employees may move easily from one property to another.     

Understanding precedents for frontline employee turnover in luxury hotels: Emotional intelligence as a unifying factor

Current turnover research fails to serve the needs of an industry that is long plagued by employee turnover. Existing literature focuses more on evaluating bundles of human resource practices and fail to provide precise and clear guidance for practitioners. This study proposes that emotional intelligence (EI) unifies sufficient individual factors and organizational factors that affect employee turnover and serves as a single significant precedent for turnover. Data were collected from frontline employees at eight luxury hotels. The direct, indirect, and total impacts of employee EI on employee turnover were tested by structural equation modeling and bootstrap tests. The results suggest that EI has significant indirect impacts through the mediation of perceived organizational support, pay satisfaction and job burnout, and significant total impacts on turnover. Implication suggestions include integrating EI into the recruiting process for new employees and providing training opportunities for current employees to improve their EI.     

Employee loyalty in Hungarian hotels

This paper's focus is the association between Hungarian employees’ job satisfaction and their loyalty to the organisation. Data were collected from over 600 hotel employees throughout Hungary by questionnaire, designed to elicit their attitudes to loyalty and perspectives with respect to job satisfaction. Principal component analysis identified potential key contributors to job satisfaction (personal satisfaction gained from participation and recognition, social involvement, career development and salary and benefits) and to employee loyalty (commitment to managers and company, job conditions, personal benefits, service element and location, and career and status). An examination of the inter-relationships revealed that managers’ treatment of employees and the positive benefits of social involvement in the workplace had a greater impact on employee loyalty than monetary rewards.     

Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model

This study examines the interrelations between service climate, organizational identification, employee job satisfaction, and customer perceived value and satisfaction. To achieve this, we apply the service profit chain model to South Korea’s coffee shop industry. Data were collected from 263 employees and 973 customers in Daegu. The hypotheses were tested by conducting a path analysis to investigate the relationship between the variables. Organizational identification and job satisfaction were found to be positively correlated with each other. Additionally, job satisfaction was correlated with customer perceived value, which, in turn, was correlated with customer satisfaction. The findings suggest that a good work environment and service-related training can create a positive service climate for employees, which can subsequently improve customer satisfaction. This study is unique in its application of the service profit chain model on the coffee shop industry in Korea.     

Hospitality service climate,employee service orientation,career aspiration and performance: A moderated mediation model

This study tested a moderated mediation model involving hospitality employees’ service climate perception, service orientation, career aspiration and service performance. Using a sample of 500 frontline service employees in ten restaurants of a hospitality chain company in China, the study found that employees’ service orientation partially mediated the relationship between service climate and self-reported/supervisor-reported service performance. Furthermore, career aspiration moderated the mediation effect of service orientation between service climate and self-reported service performance. However, such a moderating effect was not confirmed when service performance was measured by supervisors’ ratings. The study highlights the importance of employees’ service orientation and career aspiration in hospitality human resource management practices.     

Motivational drivers that fuel employees to champion the hospitality brand

Many hospitality organizations have recognized the significance of having strong brands in the marketplace. Given that customers’ brand experiences are greatly affected by frontline service employees, it is crucial that service employees are capable and motivated to transform brand promises into brand realities. This study seeks to build on the emerging Internal Brand Management (IBM) research, by examining employees’ internal drive to go above and beyond their formal job requirement to benefit the brand. Based on motivation theories and the empirical data from 202 hotel employees, we examined the impact of employees’ pro-brand motivation (an internal motivation that is engendered from extrinsic stimuli) and their intrinsic motivation to work on their brand performance. In particular, we identified two significant motivational drivers for employees’ pro-brand motivation namely, employee perceived brand meaningfulness and employee perceived brand value fit. Based on the synergy between employee pro-brand motivation and intrinsic motivation to work, we further proposed an Employee Brand Motivation Matrix reflecting four types of employee motivation that underpins the rationale for employee brand performance. Organizations can use this matrix as a diagnostic tool to segment their workforce, gaining a true appreciation for the extent to which their workforce is willing and able to champion the brand.     

A triple whammy effect of employees' gender,job type,and service outcomes on consumer behavior

The extant literature reports inconsistent results regarding the effect of employee gender on customers' attitudes and behaviors. Furthermore, the previous research on congruency bias has mainly focused on female-dominant jobs. To address these issues, this study examined how customers' gender stereotypes affect their service evaluations and revisit intentions. Grounded in role congruity theory, congruency bias, and justification-suppression models, the results showed that employee gender and gender congruency with the norm for the job have differential impacts on customer evaluations. Furthermore, this study found asymmetric impacts of congruency bias on customer experiences. For example, customers showed lower satisfaction and revisit intention when female employees failed in a male-dominant job than when their male counterparts did. However, they showed equal levels of satisfaction and revisit intention when male and female employees failed in a female-dominant job. The results provide important insights into how to reduce customers' gender bias toward different gender-dominated jobs.     

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。     

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.     

How Does the Work Status Affect Employees’ Job Attitude and Behavior in the Hotel Industry?

The study focuses on how work status impacts employees’ perception of job satisfaction, organizational commitment, and job performance in the hotel industry. Also, it explores whether supervisors perceive employees’ job attitudes and behavior in the same way as they perceive. Data were collected from a self-administered survey for five-star hotel employees and supervisors in Seoul, South Korea. A total of 335 valid responses were collected from 280 employees and 65 supervisors and analyzed by using structural equation modeling. The results of the study indicated that nonstandard employees expressed higher job satisfaction and higher organizational commitment but perceived lower job performance than standard employees did. Work status had no significant moderating effect on the relationships between job satisfaction, organizational commitment, and job performance; however, the results of this study indicated that supervisors’ perceptions of nonstandard employees’ job satisfaction, organizational commitment, and job performance were quite different from those of the nonstandard employees themselves. This study suggests that hotel operators should develop strategies to fully utilize nonstandard employees who reveal potential for quality service to guests.     

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.     

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.     

Extra-role service under pressure in the hospitality industry: The role of mindfulness

Extra-role service is currently the keystone that supports hotels' ability to compete. At the same time, extra-role service depends on the discretionary behavior of some employees who perform their duties in a context of stress. Our study investigates the effect of a stressor such as performance pressure on extra-role service, using employee engagement as a mediator and mindfulness level as a moderating variable. Through structural equation modeling, we analyze data from 300 frontline hospitality employees. The results show a negative effect of increases in performance pressure on employees extra-role service behavior through their engagement. We therefore suggest that performance pressure can turn into a threatening stressor in hospitality work environment. We also confirm that the employee's mindfulness level moderates this relationship, compensating for nearly the entire negative effect of this specific stressor on employee engagement. Managers will find key insights that help them to stimulate high-quality service in hospitality organizations.     

The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction

Guest-contact employees are often exposed to stressful situations resulting from jay-customer behaviors. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employee job stress and job satisfaction. Surveys of 210 participants working as guest-contact employees in hospitality organizations were analyzed. The results show that customer incivility leads to decreased employee job satisfaction, which is fully mediated by increased job stress. The findings of this study suggest that hospitality managers should acknowledge the negative impact of jay-customer behaviors on employees and make efforts to minimize this effect through training, procedures, and supporting systems.     

High-performance work practices and hotel employee performance: The mediation of work engagement

This study proposes and tests a research model that investigates whether work engagement functions as a mediator of the effects of high-performance work practices (HPWPs) on job performance and extra-role customer service. These relationships were assessed through LISREL 8.30 using structural equation modeling (SEM). Data were obtained from full-time frontline hotel employees and their managers in the Poiana Brasov region in Romania. The results suggest that work engagement acts as a full mediator of the effects of HPWPs on job performance and extra-role customer service. Specifically, HPWPs, as manifested by frontline employees’ appraisal of training, empowerment, and rewards, enhance work engagement. Such HPWPs in turn trigger job performance and extra-role customer service. Implications of the results are discussed and avenues for future research are offered.