Employees' Perceptions of Performance Appraisal

ABSTRACT

In spite of the importance of performance appraisal for hotels to evaluate their employees, the existing hospitality literature largely covers studies in Western countries only. Prior studies have rarely investigated the issue of performance appraisal in the context of China, the world's largest potential market for generating tourists and receiving tourists. This paper reports on a study that used focus group interviews with employees in an upscale hotel in Hong Kong, a special administrative region in China, on their views of the appraisal system that has been used. Research findings reveal that the system could be further improved.     

The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty

The aim of this article is to understand the influence of hotel service quality and corporate image on tourism customer loyalty. Data were collected from tourists at several sight-seeing locations in Mauritius. The study sample comprised guests of various hotels in Mauritius who were randomly approached and invited to participate in a survey on the hotel's services. The study findings suggest that it is the quality of service and the corporate image of the hotel that jointly influence tourism customers' loyalty. Although the study findings do not indicate a direct relationship between service quality and loyalty, it is the consistent quality of service that creates and sustains the image of the hotel which, ultimately, results in tourism customer loyalty. This would therefore suggest that tourism customer loyalty is dependent on a hotel's ability to consistently deliver service quality.     

The Environmentally Friendly Programs in Hotels and Customers' Intention to Stay: An Online Survey Approach

This study surveyed customer perceptions about the environmentally friendly programs (i.e., green programs) in hotels and analyzed the degree to which such programs influenced customers' hotel selection. Data were collected from online travel communities by conducting Web-based online surveys. A total of members from 63 travel-related online communities participated in the survey. Multiple regression analysis results showed that the significant factors that affected client hotel selection were: Solid waste and water programs in guestrooms, energy programs, solid waste and water programs in housekeeping, and biodiversity programs. However, water program by customers' option did not influence customer decisions to stay at environmentally friendly hotels. Results also showed differences in customer awareness and demand for environmentally friendly hotels based on gender, income, and age.     

Perceptions of Convention Destinations

Abstract

This paper discusses the perceptions of North American convention destinations as held by association meeting planners. Based on a primary survey of meeting planners, it reveals distinct differences between the destinations. The comparative analysis of large-half and small-half meeting planners discloses a few significant differences with respect to which decision attributes are important in choosing a convention destination. However, hardly any differences exist in the perceptions of the destinations themselves between the two groups of meeting planners.     

基于细节服务的酒店形象影响因素研究

细节服务作为酒店管理多元化发展的一个分支,对挖掘、整合和利用酒店资源,发现、赢得和稳定客户,识别、利用和树立良好的酒店形象有着不可忽视的作用.本文首先从细节服务的视角出发,剖析了细节服务的关键因子及其对酒店形象的影响.在此基础上构建了基于细节服务的酒店形象影响因素模型,并提出了相应假设;然后运用统计方法对其进行了验证,实证结果基本符合本文的研究构思和假设;最后,本文就如何依托细节服务提升酒店形象提出了相应对策.     

基于顾客价值的经济型酒店顾客满意度测评研究

培育和维护满意的顾客是经济型酒店获得和保持竞争优势的重要条件,而顾客对酒店产品感知利得和利失的比较对顾客满意度的形成具有重要的影响。该研究以现有的顾客满意度理论为基础,结合经济型酒店的顾客需求和产品服务特征,从顾客价值获得的角度构建经济型酒店的顾客满意度测评模型,建立了顾客满意度测评指标体系,并进行了实证分析。研究表明,经济型酒店的卫生状况、支持系统、交通便利程度以及价格等方面的顾客满意度较低。最后,根据实证分析结果提出了经济型酒店提高顾客满意度的建议和对策。     

Perceptions of career advancement in the hotel industry for African and Hispanic Americans

Individuals associated with the hotel industry often perceive career advancement obstacles for African and Hispanic Americans. These perceived obstacles include a lack of mentorship and a lack of promotion opportunity. Sixteen interviews among individuals associated with the hotel industry in the Washington, D.C. area contributed to this study. This study’s findings primarily highlight the participants’ perceptions of career advancement in the hotel industry for African and Hispanic Americans.     

Analysis of Hoteliers' E-Commerce and Information Technology Applications

ABSTRACT

Numerous research studies are being conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to operational, profitability, productivity, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' needs relative to advanced e-commerce and IT applications to improve customer service. Hoffman and Chung (1999) stated that what customers want most is not what restaurants and hotels are necessarily implementing. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for the hospitality practitioners about customer needs relative to e-commerce and IT applications.     

基于ACSI的经济型酒店顾客满意度测评模型

文章基于美国顾客满意指数（ACSI）模型,根据经济型酒店的顾客需求结构,提出了针对经济型酒店的消费者满意度评价指标体系,构筑了相应的概念模型,并通过实证研究对该测评模型的实用性和有效性进行了验证。     

饭店非正式员工工作满意度研究

在饭店行业,随着国外著名饭店集团的进驻,民营企业饭店的发展壮大,国有饭店企业改制的推进,饭店之间的竞争日趋白热化.为增强企业的竞争力,获得满意的经营利润,饭店不断通过雇佣大量的非正式员工来确保总成本上的竞争优势.在这样的背景下,本文通过实证研究探寻中国饭店非正式员工工作满意度的影响因子以及各因子的影响程度,在此基础上建立了非正式员工管理的 SPAR 模型,并从工作压力、工作态度和工作单位认可三个角度提出非正式员工管理的具体对策,以期对饭店企业非正式员工的管理提供借鉴和参考.     

Analysis of E-commerce and information technology applications in hotels: Business travelers' perceptions

Numerous research studies have been conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to business operation, profit, output, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' perceptions in order to improve customer service. One of the problems in the hospitality industry is that customers want advanced e-commerce and IT applications, but restaurants and hotels are not necessarily implementing them. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for hospitality practitioners about customer perceptions relative to e-commerce and IT applications.     

Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation

This study seeks to determine which restaurant experiences influence the image of a restaurant's brand and formation of customers' loyalty. The research examines the connections among restaurant experiences, brand image, satisfaction, and loyalty in the context of full-service restaurants. This study also investigates the moderating effect of customers' dining motivations on the formation of brand image. The results of this study suggest that: (a) A restaurant's environment and food quality positively influences brand image and customers' satisfaction, (b) customers' perceptions of price fairness do not influence brand image but does affect customers' satisfaction, (c) development of customers' positive brand image does not drive satisfaction but does influence loyalty in full-service restaurants, and (d) customers' dining motivations moderate the relationship between restaurant experiences and perceptions of brand image. These results provide a basis for investigating which restaurant experiences are critical in eliciting development of a positive brand image and which have behavioral consequences. This study also offers mangers a perspective for developing marketing strategies to strengthen brand image in full-service restaurants.     

酒店业会议顾客满意的驱动因素及机理研究

培育和维护满意的顾客是酒店获得和保持竞争优势的重要条件,但以往对顾客满意的研究局限于对既有顾客满意模型的应用和简单修正,对驱动顾客满意的因素未作深入的探讨,特别是针对细分的会议顾客群体,尚缺乏细致的研究。本文综合考虑了酒店、会议产品以及会议顾客的需求特征等因素,构建了酒店业会议顾客满意的驱动模型,并进行了实证分析。研究表明:驱动会议顾客满意的因素包括整体形象与外部环境、酒店会议设施、其他配套设施、酒店会议服务、酒店其他服务和物有所值几个方面。这些因素均对会议顾客的整体满意度产生正向影响。其中4个对顾客整体满意度具有显著影响的因素均对顾客重复购买、推荐意识产生显著的正向作用。     

Corporate social responsibility and employee attitudes: evidence from a study of Polish hotel employees

This study, based on data collected from low-ranking employees working in Polish hotels, tests a research model that investigates whether there are links between corporate social responsibility (CSR), operationalized as “self-related” CSR experiences and “others-related” CSR experiences, and job satisfaction and organizational commitment, and between both attitudes and work engagement. Structural equation modelling was used to assess these relationships, using a 20 point questionnaire answered by 412 respondents. The results indicate that “others-related” CSR experiences are positively associated with satisfaction and commitment, while “self-related” CSR experiences with the latter variable. Likewise, organizational commitment, unlike job satisfaction, was linked to work engagement. However, contrary to our a priori assumptions and prior research, it turned out that job satisfaction was not a predictor of commitment. The paper discusses theoretical and practical implications of the findings. The study's most important practical implication is that Polish hotel employees attach weight to responsible behaviour: the hotel industry should perceive CSR in terms of strategic significance. Companies that want a committed and engaged workforce – and, by extension, to enhance their competitiveness – should embrace CSR. The paper concludes by highlighting its limitations and suggesting future research avenues.     

度假酒店顾客体验的探索研究及实证启示

在顾客体验以及消费者行为学相关文献研究分析的基础上,本研究结合度假酒店的特点,通过运用结构方程模型研究理论和方法,构建了度假酒店顾客体验的理论模型,从而进一步探讨度假酒店顾客体验的本质表现、驱动因素及其造成影响的后果。研究结果表明,顾客体验理论模型中各变量之间的关系与假定完全符合。此次对度假酒店顾客的体验研究不仅填补了顾客体验理论实证研究的空白,而且还提出了全新的度假酒店体验管理理念。     

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.     

Examining the effects of robotic service on brand experience: the moderating role of hotel segment

This research investigates the effects of robotic service on guest evaluations of hotel brand experience, and examines the moderating effects of hotel segment via a 2 (service delivery video: human or robot) x 3 (hotel segment: budget, midscale, or luxury) between-subjects experimental design. The findings suggest higher levels of sensory and intellectual experience from robotic service but lower levels of affective experience. For behavioral experience, robotic service influenced a higher rating for midscale and budget hotels, but not for a luxury hotel. Overall, robotic service may not necessarily enhance brand experience as influenced by the moderating role of hotel segment.     

心理契约违背对饭店顾客忠诚的影响——服务补救策略的调节效应

针对服务企业普遍面对的服务补救低效与顾客忠诚保持的挑战,文章基于心理契约与前瞻性服务补救理论,构建了顾客心理契约违背、服务补救和顾客忠诚间关系的分析框架,实证分析了心理契约违背对顾客忠诚的作用机理,并检验了服务补救策略对这一关系的调节效应。通过对262名饭店顾客的问卷调查,采用回归分析法处理数据,研究结果表明:心理契约违背两个维度与饭店顾客忠诚两个维度均呈显著负相关关系,顾客心理契约违背程度越高,顾客忠诚度越低;服务补救在心理契约违背与饭店顾客忠诚的关系中起到部分调节作用,即当企业服务出现失误而使顾客感知心理契约违背发生时,如果能采用恰当的服务补救策略,可以降低心理契约违背对顾客忠诚的负面影响。     

A Comparison of Preferences and Perceptions of Alternate Equity Operationalizations

Seven operationalizations of equity that offer alternate criteria for allocating resources for leisure services were assessed using residents in a Texas city. The operationalizations were compensatory, equality, taxes paid, direct price, efficiency, advocacy and professional judgment. Two samples of data were selected using mail surveys of 903 households and by personal delivery and pickup at 200 additional minority households. A preference/perception grid showed professional judgment as being the only operationalization which received an above average score on both scales. Differences in residents' preferences and perceptions were related to gender, ethnicity and home value and not related to years of residence in the community or frequency with which residents used park and recreation services.