Do organizational practices matter for hotel industry employees’ jobs? A study of organizational practice archetypical configurations and job outcomes

Earlier research has demonstrated that organizational environment variables influence employees’ job outcome variables. This study focuses on the organizational practice dimensions of the hospitality industry and demonstrates that: (1) employees’ perceptions of practices can be construed as a limited set of archetypical configurations, and (2) the configurations are related to job outcome variables. The practice configurations are generated by cluster analysis, and the reliability and validity of the classification is demonstrated.     

Fostering employee-customer identification: The impact of relational job design

By integrating insights from the literature on relational job design and relational identification, we provide theoretical and empirical account of whether relational job design can foster employee-customer identification (ECID) and subsequently, enhance service performance. This research suggests that relational job characteristics likely foster service employees’ ECID by relating employees to the positive impact they have on customers as well as by leading employees to gain valuable personal resources from customer interactions. Using time-lagged data collected from 255 frontline service employees matched with 92 supervisors in 47 restaurants, we found that job impact on customers positively influenced service performance, and this influence was mediated by ECID. Results also showed that job contact with customers positively influenced service performance, and this influence was partially mediated by ECID.     

The impact of CSR on relationship quality and relationship outcomes: A perspective of service employees

Corporate social responsibility (CSR) has gained increasing attention over the past decade. While many studies examined an impact of CSR on consumers, only dearth of research is found that attempts to understand the impact of CSR on employees from the relationship marketing perspective. The purpose of this study is to investigate the role of CSR in predicting relationship quality and relationship outcomes. The four dimensions of CSR used in the study include economic, legal, ethical, and philanthropic aspects. Data were collected via survey from employees of franchised foodservice enterprises located in South Korea. The findings of the study show that not all dimensions of CSR have the same effect on relationship quality. While economic and philanthropic dimensions have a significant influence on organizational trust, only ethical dimension has a positive effect on job satisfaction. As expected, relationship quality has a significant impact on relationship outcomes.     

Impact of human resources practices on employee creativity in the hotel industry: The impact of job autonomy

ABSTRACT

This study aims to offer a holistic model for human resource practices, affective commitment, job autonomy, and employee creativity. It examines the factors that create conditions for bringing forth creativity in employees. Data were collected from 440 employees drawn from 35 hotels using a structured self-administered questionnaire. Confirmatory factor analysis and hierarchical regression analysis were used to analyze the data. The findings of the study reveal that affective commitment was acted as a mediator between human resource practices and employee creativity while job autonomy was acting as a moderator between affective commitment and employee creativity. This article contributes to a better understanding of the effect of human resource practices on the commitment level of employees working in the hotel industry and provides evidence that commitment acts as a mediator between the factors of human resources practices and employee creativity.     

The Impact of Self-Efficacy on Job Outcomes of Hotel Employees

Abstract

This study aims to examine the effect of self-efficacy on job performance, job satisfaction, and affective organizational commitment using data collected from employees in three-, four-, and five-star hotels in Northern Cyprus as its setting. The research hypotheses were tested using LISREL 8.30 through path analysis. The model test results demonstrated that self-efficacy is a significant determinant of job performance. This study, however, failed to find a significant positive association between self-efficacy and job satisfaction. Although not hypothesized, the results of the present study revealed that job performance mediates the impact of self-efficacy on job satisfaction. In addition, the results of the path analysis showed that self-efficacy is among the significant predictors of affective organizational commitment. The model test results provided empirical support for the rest of the hypothesized relationships. Specifically, the path-analytic findings indicated that job satisfaction exerts a significant positive influence on affective organizational commitment. The model test results also demonstrated that job satisfaction and affective organizational commitment are negatively associated with intention to leave. Discussion of the results, implications for hotel managers, and future research directions are presented in the study.     

The impact of insider managerial ownership on corporate performance of Taiwanese tourist hotels

This study examines the impact of insider managerial ownership on financial performance of publicly traded tourist hotels in Taiwan. Insider managerial shareholding (IMS) includes two different classes of owners: managers and directors (i.e., managers’ shareholding [MAS] plus directors’ shareholding [DIRS]). The indicators of financial performance under consideration are return on assets (ROA), return on equity (ROE), stock return (SR), and Tobin's Q. In addition to analyzing total insider managerial ownership (IMS), the study splits IMS into two components (MAS and DIRS) and examines each of them, separately. Subsequently, panel regression tests examine the effects of IMS, MAS, and DIRS on financial performance of Taiwanese tourist hotels. Test results suggest that IMS explains ROA, ROE and Tobin's Q, but not SR. Further, compared to MAS, DIRS has a more significant impact on hotel performance. Specifically, an inverted U-shape represents the effects of IMS and DIRS on hotel performance (ROA, ROE and Tobin's Q), indicating that both IMS and DIRS have a significantly positive impact on hotel performance up to an optimal point (supporting the convergence-of-interests hypothesis). Further, when IMS and DIRS are greater than their corresponding optimal points, these two factors can significantly deteriorate hotel performance (supporting the entrenchment hypothesis).     

Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry

In their quest for improved service quality, hospitality organizations face a paradox. Standardization and centralization are generally perceived as essential to maintaining high service standards. These bureaucratic mechanisms, however, are suspected to have a negative impact on spontaneous “organizational citizenship” behaviors, which are equally essential for flawless service delivery. Empirical results from the Swiss hotel industry suggest that “helping” behavior is more widespread than “voice” behavior among hotel employees. The results also provide support for the hypothesis that “helping” and “voice” behaviors are negatively affected by a centralized organization structure. Theoretical and practical implications of these results are discussed.     

When we are onstage,we smile: The effects of emotional labor on employee work outcomes

A growing body of literature has confirmed the deleterious effects of emotional labor on service employees. The study adds to it by investigating two hypothesized antecedents to emotional labor; affectivity and empathy which is conceptualized as a two-dimensional construct composed of emotional contagion and empathic concern. It also examines the impact of emotional labor on job satisfaction and exhaustion. The results confirmed a two-dimensional structure of emotional labor, emotive dissonance, and emotive effort. Hospitality employees with higher positive affect tend to experience less emotive dissonance while individuals with higher negative affect exert more effort to enact emotional labor. A positive relationship was found between emotional contagion and emotive dissonance, and emotive effort and job satisfaction. The results also suggested a negative relationship between emotive effort and emotional exhaustion. An unexpected negative relationship was found between emotional dissonance and emotional exhaustion. Managerial implications discuss training and acting techniques to more effectively manage employee emotional labor.     

How to motivate your older employees to excel? The impact of commitment on older employees’ performance in the hospitality industry

This study examined the relationship between employee age and performance, defined as in-role performance and organizational citizenship behaviors (OCB), using a sample of 599 hospitality employees from Hong Kong. Results of a regression analysis indicated a negative relationship between age and in-role and OCB. We also examined whether organizational commitment is a necessary condition for older workers to perform well. Findings indicated that organizational commitment moderated the relationship between age and work performance, such that the relationships were strong and negative only when commitment was low.     

Ethical leadership and its impact on service innovative behavior: The role of LMX and job autonomy

This study examined the effect of ethical leadership on service innovative behavior of employees at small and medium sized tourist hotels in Uttarakhand, India. It has forwarded an integrated model that highlights the relationship between ethical leadership and employees' service innovative behavior while interacting through leader-member exchange and job autonomy. Using a sample of 468 customer contact employees and their 117 supervisors, hierarchical regression was conducted to establish the relationship. Findings of the study revealed that ethical leadership promoted service innovative behavior of the hotel employees mediated through leader-member exchanges. Further, it was also found that the level of service innovative behavior was commensurate to the perception of employee job autonomy. Based on the study findings, implications for theory and practice are discussed.     

The effects of ethical leadership on manager job satisfaction,commitment, behavioral outcomes,and firm performance

This study investigates the effects of ethical leadership on a hotel middle manager's job satisfaction and affective commitment, which in turn influence that manager's behavioral outcomes (e.g., extra effort and turnover intention) that can also impact the hotel's performance. Mail surveys were distributed to 30 U.S. hotels, representing more than 8 different national and international brands, and 324 middle managers participated in the survey. This study demonstrates that executives’ ethical leadership is positively related to their middle managers’ job satisfaction and their affective organizational commitment. Middle managers’ job satisfaction is positively related to organizational commitment, but job satisfaction does not necessarily lead to their willingness to exert extra effort. The positive linkage between middle managers’ extra effort and the hotel's competitive performance is also confirmed.     

Nature-based tourism's impact on environmental knowledge,attitudes, and behavior: a review and analysis of the literature and potential future research

Although nature-based tourism is often promoted as benefiting local destinations through income generation, employment, and direct conservation support, it is also believed to influence tourists’ environmentally friendly attitudes, knowledge, and ultimately their behavior. Yet, few studies have empirically documented these outcomes, and those that do are inconsistent in the variables measured and the time frame analyzed. This paper examines the empirical research on nature-based tourism's ability to foster long-term stewardship behavior among travelers by conducting a systematic review of peer-reviewed tourism research published between 1995 and 2013. This search, focused on literature addressing changes in tourists’ environmentally related knowledge, attitudes, intentions, and actual behaviors, yielded just 30 empirical studies. Outcomes related to new environmental knowledge were commonly reported in these studies, but findings related to environmental attitudes and behaviors were inconsistent. Few studies measured environmental behavior directly, and fewer still include longitudinal assessments of persistent changes in attitudes or behaviors. We suggest potential future areas for research as well as programmatic strategies that may facilitate favorable outcomes from nature-based tourism, particularly those related to tourists’ knowledge, attitudes, and behaviors. Key areas include understanding visitors’ prior experiences and background, designing and delivering more effective interpretive messages, and using social media.     

Effects of work status congruence and perceived management concern for employees on turnover intentions in a fast casual restaurant chain

The current study examines a proposed turnover intention model on hourly employees in a large fast casual dining restaurant chain located in the United States. High levels of turnover have been a consistent and costly issue in the restaurant industry. The study was developed to help restaurant owners and managers determine how relationships between variables influence the turnover intentions of their employees, in order to overcome the economic hardship that organizations face when their turnover rates are high. Many factors were found to influence employee turnover intentions, including work status congruence, perceived management concern for employees, job satisfaction, and organizational commitment. Hence, it is important for fast casual restaurant operators in the United States to develop their managers' human resource skills, in order to have satisfied and committed hourly employees, who should as a result develop lower turnover intentions. Managerial and academic implications are discussed in detail.     

The effect of knowing a second language and experience working with non-English speakers on job performance

Managing a multicultural workforce involves a thorough understanding of individual and cultural differences. One strategy to successfully manage non-English speaking employees is to recruit or train managers who have the appropriate skill set. This study utilizes experimental methods to examine the effect of two skills related to multicultural competence – (1) the ability to speak a second language and (2) having frequent interactions with non-English workers at their current job – on job performance in an environment of communication barriers in a food service context. Job performance was measured through temporal performance or the speed of completing a dish, food quality, and food accuracy. The findings showed that employees were able to complete recipes by an average of 7.23 min faster when led by a manager who had the two multicultural skills. Teams led by a manager who had the two multicultural skills also scored higher quality food ratings on the measures of presentation, temperature, taste, aroma, and the degree to which the meal was fully cooked. The measure of accuracy was only significant at the 90% confidence interval and is worth further investigation. The results showed that the managers who had the two multicultural skills used more pointing and demonstration than the managers who did not have the two multicultural skills during the task.     

The impact of tourism on cultural patrimony a Costa Rican example

Development of tourism in tropical areas is having a distinct impact on the preservation of cultural resources, particularly when developments are on the coasts, and where lack of monumental architecture does not make it visually obvious that cultural heritage is present. The impact is primary, in that sites are levelled, covered over, or otherwise destroyed; and secondary in that roads to new areas encourage auxiliary population concentrations or open new areas to exploitation by professional pot-hunters. Cooperation between museums and universities who seek to preserve and study these cultural remains, and those who are stimulating the development is often poorly established because of lack of precedence for cultural resource management programs in developing countries. Discussed are the problems of primary and secondary impact based on an example from Pacific coastal Costa Rica     

The impact of tourism on a dependent island: Gozo,Malta

Tourism for the 22,000 inhabitants of Gozo, Malta's underdeveloped sister island, means just over one hundred foreign residents, several hundred hotel visitors, and an annual stream of several hundred thousand day trippers from Malta. For Gozitans tourism has provided substantial earnings for a few catering and transport entrepreneurs, permanent employment for a few hundreds, and a modest income for some 1,600 women and girls producing handicraft souvenirs at home. However, the tourist connection to Gozo is controlled by Maltese, who obtain a disproportionate share of the industry's earnings. Increasingly Gozitans resent the way Maltese exploit their island, pollute it with picnic rubbish and treat them as backward. They compare their patronizating neighbours to the polite, free spending foreigners by whom they are treated with respect. Foreign appreciation of their rural environment and lifestyle has increased Gozitan self confidence, even as it has exacerbated their traditional resentment of Maltese cultural, social, and economic dominance. On balance, Gozitans from all walks of life regard tourism positively, especially its benefits to their underdeveloped economy.     

The effects of emotional intelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel

The purpose of this study is to understand the interrelationships among the emotional intelligence of employees in a deluxe hotel, their counterproductive work behaviors, and organizational citizen behaviors. The sample of this study consists of 319 food and beverage (F&B) employees of a five-star hotel in Korea. The results showed that as elements of emotional intelligence, others’ emotion appraisal, use of emotion, and self-emotion appraisal significantly affected counterproductive work behaviors, whereas self-emotion appraisal and use of emotion affected organizational citizen behaviors. In addition, moderating effects were evident related to job positions in the causal relationships among emotional intelligence, counterproductive work behaviors, and organizational citizen behaviors. Limitations of this study and future research directions are also discussed.     

The impact of CSR satisfaction on destination loyalty: a study of MICE travelers in Thailand

The objectives of this research are firstly, to study the characteristics of CSR activities conducted for international business groups. Secondly, to analyze the factors that impact business travelers’ satisfaction with CSR activities, and thirdly, to analyze the influence of satisfaction with CSR activities on destination attachment and destination loyalty. A questionnaire survey was conducted with 127 business participants from three corporate meetings and one convention group. The results reveal the characteristics of CSR activities of corporate meetings and conventions in Thailand. Business travelers’ satisfaction with CSR activities is influenced by their personal altruistic attitudes and the efficacy of local service providers. Satisfaction with CSR activities has a direct impact on destination attachment and an indirect impact on destination loyalty. CSR activities could be used as tools to influence the revisit intention of corporate meeting and convention participants. A CSR activity during a business trip is a novel concept that can be utilized by destination management companies as well as national tourism organizations to develop satisfying tourism products.     

Examining the indirect impact of showroom entertainment on hourly slot gaming volume: The case of a Las Vegas hotel-casino

With the advent of the destination casino resort featuring multifaceted entertainment and convention venues in the gaming industry, researchers have attempted to estimate the indirect gaming contributions of non-gaming casino amenities such as showroom entertainment and restaurants. The daily data of aggregate gaming volumes analyzed in previous gaming research, however, do not allow exploring transient gaming volumes associated with casino amenities during a much narrower range of time periods (i.e., hourly). The current investigation addressed this limitation by examining the relationship between showroom headcount and hourly slot gaming volume for the time period that fell adjacent to the show's start and end times. Based on the time-series regression analysis of daily data from a Las Vegas Strip hotel-casino, the current study found a positive and statistically significant effect of showroom headcounts on hourly slot volume at 6 p.m., 9 p.m. and 10 p.m. The estimated incremental slot revenue per paid showroom attendee, however, was financially immaterial. Considering major investments in showroom entertainment at many casinos, the current study will help casino operators evaluate the showroom's return-on-investment.