Socially responsible human resource management and hotel employee organizational citizenship behavior for the environment: A social cognitive perspective

Drawing on the social cognitive theory, this study intends to discuss the concept of socially responsible human resource management (SRHRM) and empirically examine the impact of SRHRM on hospitality employee’s organizational citizenship behavior for the environment (OCBE). By a two-stage survey of 270 responses from one chain hotel group in Shanghai, China, our findings indicated that SRHRM had a positive impact on OCBE; moral reflectiveness fully mediated the relationship between SRHRM and OCBE. Moreover, the effect of SRHRM on moral reflectiveness and the indirect impact of SRHRM on OCBE via moral reflectiveness were stronger with lower rather than higher levels of responsible leadership. These results extend the macro-level factors in influencing hospitality employee’s environmental-behavioral intentions and provide significant insights into why and how SRHRM affects hospitality employee OCBE. Finally, we outline the results, theoretical and empirical significance, and propose future research directions.     

In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees

Research in tourism management is yet to examine the role of psychological contracts in shaping organizational identification and influencing service-oriented behaviors of frontline employees. Drawing upon psychological contract and social identity theories, we propose a theoretical model that links the two types of psychological contracts (relational vs. transactional psychological contracts) with organizational identification and service employees' in-role performance and organizational citizenship behaviors. Data collected from 199 matched frontline employee-coworker-supervisor triads in hotels show that while transactional psychological contracts were directly and negatively associated with supervisor-reported in-role performance and co-worker reported service-oriented citizenship behaviors, the relationship between relational psychological contracts and both types of service-oriented behaviors were positive and partially mediated by organizational identification. Our findings have important implications for tourism operators by highlighting the important role of different types of psychological contracts in the delivery of high quality service.     

Drivers of work engagement: An examination of core self-evaluations and psychological climate among hotel employees

Many practitioners consider employee engagement a new human resource practice through which business can cope with uncertain and turbulent industry conditions. However, the hospitality academic community is still in need of finding predictors of employee engagement. The purpose of this study was to provide theory-based empirical evidence on whether employee evaluations of self (i.e., core self-evaluations) and perceptions of organizational work environment (i.e., psychological climate) affect employee engagement. Kahn's theory of three psychological conditions and Demerouti and her associates’ job demands–resources model were used for theoretical frameworks. Data were collected from 394 hotel line-employees and managers in the United States. Results of hierarchical multiple regression analyses revealed that core self-evaluations and four components of psychological climate (i.e., customer orientation of the management, managerial support for service, internal service, and information-sharing communication) were positively associated with employee engagement. Managerial implications for human resource practice and future research directions are provided.     

The bright side of work-related deviant behavior for hotel employees themselves: Impacts on recovery level and work engagement

This study examines the immediate positive benefits of work-related deviant behavior on hotel employees’ recovery level and work engagement leveraging conservation of resources (COR) theory as an overarching framework. Using a two-wave daily diary approach, data from 74 hotel employees over 10 consecutive workdays were collected to examine potential immediate benign effects of work-related deviant behavior and whether moral identity can intensify or mitigate the positive consequences of this behavior. Findings suggest that work-related deviant behavior exerts an immediate positive influence on recovery level. Moreover, conducting work-related deviant behavior has a positive indirect effect on work engagement via recovery level. Additionally, the observed effects are moderated by moral identity, such that these effects become stronger among employees with low (vs. high) moral identity. We further interviewed 17 hotel employees to supplement our quantitative results. Implications and limitations of the study are discussed.     

Achieving task and extra-task-related behaviors: A case of gender and position differences in the perceived role of rewards in the hotel industry

The study drew on a sample (n=284) from the hotel industry in Hong Kong to advance our understanding about the perceived effectiveness of various reward instruments in achieving specific task and extra-task performance behaviors. We found that the perceived motivating value of a reward varied according to its type. Non-financial rewards, for example, were found to play a prominent role in achieving extra-task performance dimensions. Employee characteristics also affected the perceived performance implications of various rewards. Nevertheless, caution must be exercised when interpreting the results, as other factors may also influence reward–performance relationships, thus paving the way for future research.     

Shattered but smiling: Human resource management and the wellbeing of hotel employees during COVID-19

The purpose of this paper is to explore the human resource management (HRM) practices adopted by hotels during COVID-19 and to examine the impact of COVID-19 on the wellbeing of hotel employees using qualitative thematic analysis. This study presents HRM practices that organizations can use to effectively manage employees in uncertain times. There is compelling evidence that employee-centered HRM practices strongly impact employee wellbeing. This paper integrates the insights from an HRM framework for wellbeing using a job demands-resources model. The paper identifies themes that confirm and extend existing theories and models of wellbeing. The findings are important for policy makers by offering guidance for managing people effectively during tough times.     

Market diversification and financial performance and stability: A study of hotel companies

The primary objective of this study was to investigate the effect of a diversification strategy by hotel companies on corporate financial performance and stability. Using 36 publicly traded hotel companies, this study analyzed the differences in financial performance and stability between market-diversified and undiversified hotel companies. Accounting measures, market measure, and risk-adjusted performance measure were employed to gauge financial performance. The results of this study indicated that diversification strategy does not provide profit growth, but diversification partly improves the stability of performance. This study supported the nature of the trade-off between financial performance and stability in the company diversification, and also implied that the market diversification strategy by hotel companies does not function as a means to improve financial performance.     

Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates

Integrating social exchange and information processing theories, this study examines the influence of high-performance human resource (HR) practices on service-oriented organizational citizenship behavior (OCB) through two climates—justice climate and service climate. This field study of 1133 customer contact employees and 119 human resource managers from 119 hotels in Taiwan has shown that social climates of justice and service mediate the influence of high-performance HR practices on service-oriented OCB. The study demonstrates that high-performance HR practices affect employees’ cognition on how they are treated by hotels and what service behaviors are expected, which in turn can positively influence collective service-oriented OCB.     

An Examination of Organizational Commitment and Intention to Stay in the Timeshare Industry: Variations Across Generations in the Workplace

This study examines differences among individual generations’ organizational commitment and intention to stay in the timeshare industry. The timeshare segment is worthy of study due to expected growth and increase in worldwide lodging brands’ presence. Responses from more than 1,000 survey respondents reveal generational differences that highlight the variations in employee commitment and intention to stay. In addition to the contributions to literature for contemporary study among generational attitudes and behaviors, the implications may provide Human Resources practitioners insight into employee retention drivers relating to organizational commitment. Finally, this study adds to literature and practice by further clarifying generational differences.     

Embedding research and academic service in teaching: a case study of a hotel sales management course

Lecturers in Thai universities have to meet several key performance indicators (KPIs), posing a heavy burden and demanding much time and effort. A new teaching model is explained and proposed where several KPIs can be met through progressive teaching. Embedding academic service and research projects in a course involves the participation of students, employing progressive teaching methods, and helping lecturers to meet various KPIs more effectively. This article describes how the above method is applied in a Hotel Sales Management course at Faculty of Tourism and Hospitality, Dhurakij Pundit University, Thailand. The benefits and difficulties faced during the project are described.     

Employee perceptions of well-being and organizational wellness offerings: A study of line-level employees in select-service hotels

ABSTRACT

This research assessed line-level employee perceptions of their own well-being and their awareness of wellness benefits offered by their organizations. Completed questionnaires were collected from 187 employees of select-service hotels in the Midwest. Employees had above average levels of well-being with full-time employees having significantly higher levels of well-being than part-time employees. Employees who are aware of available wellness programs had higher levels of well-being than those who are not aware of these programs. The findings suggest the need for organizations and managers to implement and communicate wellness program offerings to all employees.     

The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan

This study aims to investigate the implementation of customer relationship management (CRM) and its effect on relationship marketing (RM) and business performance, through an analysis of the hotel industry in Taiwan. A survey on hotels, including general and tourist hotels, and bed and breakfasts (B&Bs) was conducted, and a total of 560 questionnaires were returned. The results showed that implementing CRM has a significant and positive influence on the RM effect, positively affecting business performance for both hotels and B&Bs. However, a comparison of the influential paths of relationship models between hotels and B&Bs showed that, for hotels, the Internet service and customer support functions of the CRM strategy are the main sources of influence on the RM effect and business performance, whereas for B&Bs, the marketing support function of the CRM strategy alone influences the RM effect and business performance. To achieve higher performance, the different types of hotel enterprises should understand their main advantage before implementing key CRM strategies.     

The signaling effect of management response in engaging customers: A study of the hotel industry

Hotels today actively respond to online reviews given their tremendous influence on travelers' decisions. Yet, the questions of how to respond to online reviews continue to baffle hotel managers. By focusing on prospective travelers, we propose the effective management response signals hotels' care for customers and quality of service. Particularly, we postulate the frequency, speed and length of response influence the effectiveness of signaling in reducing information asymmetry. Based on the large-scale field data from TripAdvisor, this study demonstrates that the frequency and speed of response significantly enhance travelers’ engagement as indicated by more reviews, higher average valence, more votes for helpfulness, and higher popularity ranking. Furthermore, the frequent and speedy response is more effective for budget (vs. premium) hotels. Thus, management response to online reviews serves as a critical channel of communication to engage customers.     

Green human resource practices and organizational citizenship behavior for the environment: the roles of collective green crafting and environmentally specific servant leadership

Green behavior among employees can contribute to the green performance of organizations. Regardless of the salience of human resource (HR) practices in translating organizational strategy into employee behaviors, this role of green HR practices in shaping employee green behavior has been under-explored. Through surveys of the participants from tour operators in Ho Chi Minh City, Vietnam, our study seeks to investigate how green HR practices impact organizational citizenship behavior for the environment (OCBE) at team and individual levels as well as the mechanisms underlying such effects. The results demonstrated the positive relationships between green HR practices and collective as well as individual OCBE. Collective green crafting was found to mediate these relationships. Besides, environmentally specific servant leadership served as a moderator to strengthen the effects of green HR practices on collective green crafting as well as OCBE at team and individual levels. We anticipate our research to solicit further investigations into mechanisms underlying the nexus between green HR practices and employee green behavior. Discussion on the implications for tourism practitioners is presented.     

Developing sustainable tourism through adaptive resource management: a case study of Machu Picchu,Peru

Machu Picchu, Peru, is recognized as a top international travel destination. Pressure from the approximately 900,000 tourists who annually visit the ancient Inca city threatens the ecological integrity, physical substance and cultural authenticity of the World Heritage Site and surrounding area, including the Inca Trail. Multiple organizations and agencies currently involved in the management of Machu Picchu have distinct agendas for the conservation and development of the city, and conflicts regarding public access, economic growth and cultural preservation are rampant. Attempts to establish carrying capacities have failed, with proposed daily visitor levels ranging from 800 to 4000. This paper explores the complex issues surrounding tourism at Machu Picchu and presents a potential solution: an adaptive management approach based on the UN World Tourism Organization's (UNWTO) sustainable tourism framework. This integrative strategy accounts for multiple perspectives and synthesizes disparate goals embraced by diverse stakeholders, including the Peruvian government, international conservation organizations, foreign tourists, private tour operators, regional authorities and indigenous communities. The focus on Machu Picchu as an adaptive management case study site outlines key steps leading to implementation, offering planning and policy implications for sustainability initiatives at numerous developing-world tourism destinations facing similar political and socio-economic challenges.     

Understanding the influence of polychronicity on job satisfaction and turnover intention: A study of non-supervisory hotel employees

The hospitality industry is characterized as a work environment where time use is important and where switching behavior among multiple tasks is frequently required within a given time period. These work environments promote polychronic behavior, which requires employees to deal with two or more activities in the same time block (Bluedorn et al., 1999). The purpose of this paper is to present the results of a study examining the interrelationship among polychronicity, job satisfaction, and turnover intention within a hotel context. The sample (n = 609) was collected from non-supervisory employees of two hotels located in the southwestern United States. Structural equation modeling (SEM) was utilized to empirically test the proposed hypotheses. Our results provided evidence that polychronicity significantly contributed to job satisfaction and turnover intention. Implications of these results and directions for future research are discussed.     

Planning for an environmental management programme in a luxury hotel and its perceived impact on staff: an exploratory case study

Hotels generate substantial environmental footprint. To minimise this footprint, hoteliers are increasingly engaging in environmental management programmes (EMPs). When designing such a programme, it is important that hotel managers do not only evaluate its effect on corporate strategy, finance, and reputation, but also analyse its impact on staff. This is because employees are in the forefront of hotel environmental management interventions and can determine their success or failure. This is also due to the impact that EMPs can make on staff attitudes, both at work and in private life. This study explores how hotel employees perceive an opportunity to engage in an EMP in a luxury hotel. It finds that a well-designed and implemented programme can strengthen the levels of job satisfaction and organisational commitment among hotel staff, subject to explaining the reasons for and outlining the benefits of environmental management interventions, incentivised participation, regular evaluation, and adequate training. The study also shows that EMPs implemented in a hotel may drive more environmentally responsible behaviour of employees outside work.     

Total quality management, market orientation and hotel performance: The moderating effects of external environmental factors

With the market competition of hotel industry being heated, it is critical that hotels have a breadth of resource and more flexible forms to meet the needs of a changing marketplace. In the past, the relation of total quality management (TQM), market orientation, and performance are equivocal. These mixed results may be due to some factors or not to include the environmental factors. This study adopts the Input-Processing-Output (IPO) concept model to construct all variables research model. The research surveyed samples of 588 and used Structural Equation Model and discriminate analysis for analysis and testing. The results show that TQM positively affects hotel performance. Market orientation positively affects hotel performance. Market orientation has the mediating effect between TQM and hotel performance. External environment factors truly play a moderator between TQM, market orientation and hotel performance, especially when external environment factors greater changes are going to help to build relationship with customer, to enhance hotel performance and further to gain chance of hotel's survival.     

Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants' patrons

This study documented customer complaint behavior in hotel restaurants in Deadwood, USA, and examined the relationship between complaint behavior and demographic characteristics. The sample consisted of 250 hotel restaurant customers. It was found that the hotel restaurant customers tended to complain privately rather than taking public actions. Older, well-educated, customers with higher incomes tended to take private action to complain about their dissatisfaction more than younger, less educated customers with lower incomes. Based on results of the study, implications were suggested for industry practitioners to diminish the negative impact of complaint on hotel restaurants.     

The impact of information technology on hotel operations,service management and transaction costs: A conceptual framework for full-service hotel firms

This paper develops a conceptual framework that describes the impact of information technology (IT) on service management and transaction costs in full service hotel firms. It details how IT would help such firms to lower operations-related transaction costs. Further, the underpinnings of how IT would impact service management in full service hotel firms is discussed more specifically from a customer satisfaction point of view while focusing on two aspects, i.e. managing customer delight and the customer's role as a co-producer. Propositions are developed and a discussion on the impact of IT on firm profitability from a transaction cost perspective ensues while concluding with managerial implications.