组织公正对餐饮业员工工作态度和行为的影响研究

文章以组织行为学为理论基础,运用结构方程模型研究了组织公正对餐饮业员工工作态度和行为的影响。研究结果显示：（1）分配公正和程序公正都对工作满意和组织承诺有显著的正向影响,但程序公正的影响较大;（2）程序公正对分配公正有显著的正向影响;（3）工作满意和组织承诺正向相关,并且都对员工的离职意向和顾客导向有显著的影响;（4）就影响方向来说,工作满意和组织承诺负向影响员工的离职意向,正向影响员工的顾客导向。文章最后提出了管理建议、研究的不足之处和进一步研究的方向。     

An empirical test of turnover theory: In the case of Korean hotel employees

This study builds a working model of employment turnover theory and applies the model to the Korean hospitality industry through the meals of multiple regression analysis and path analysis. The results of the study support the existence of significant relationships between the variables presented in the working model.     

Examining job stress and burnout of hotel room attendants: Internal marketing and organizational commitment as moderators

ABSTRACT

Housekeeping is a support department that helps provide and support quality service and products for hotel customers. Room attendants, however, face as much job stress as other staff. Therefore, this study examines the causal relationships among job stress, job burnout, and turnover intentions, while also verifying internal marketing and organizational commitment as moderators for the effect of job stress on burnout. Study results indicate that room attendants who suffer job stress do have higher job burnout, which, in turn, affects their turnover intentions. Further, internal marketing and organizational commitment significantly moderates job stress and job burnout.     

The Effect of Educational Level on Job Satisfaction and Organizational Commitment: A Case Study in Hospitality

ABSTRACT

The hospitality industry is characterized by the close personal interaction between employees and customers. Consequently, the study of certain constructs that influence this relationship, such as organizational commitment and job satisfaction, is a key factor in ensuring business success. Furthermore, there are a number of variables that can, in theory, help to explain the levels reached by these constructs, one of the most important being educational level. Using this as our starting point, this article aims to determine the effect of educational level on the job satisfaction and organizational commitment of hotel employees in the province of Cordoba, Spain. As such, the study found that educational level does not influence job satisfaction. However, it does have an inverse effect on organizational commitment where the lower the educational level of employees, the higher their commitment. This result is consistent with the temporal component of both constructs, since job satisfaction is related to more ephemeral influences while organizational commitment is related to job security. In this respect, the study determined that employees with a lower educational level are more affected by the lack of job opportunities and more likely to express higher levels of gratitude for the job they have been able to secure and maintain. Knowledge of this relationship can be useful in designing more successful ??human resource strategies, such as employee recruitment, job profiles, and training schemes.     

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.     

Effects of CSR on affective organizational commitment via organizational justice and organization-based self-esteem

This study examined how employee perceptions of corporate social responsibility (CSR) influenced their affective organizational commitment (AOC) via procedural justice and organization-based self-esteem (OBSE). Using survey data collected from 203 employees working for a hospitality company, hypotheses were tested using structural equation modeling. The results showed that economic and philanthropic CSR did not have significant effects on procedural justice, but had significant direct effects on AOC. The findings also showed that procedural justice had a significant effect on OBSE, and both procedural justice and OBSE had significant effects on AOC. In addition, the results suggested that ethical CSR programs can have a positive impact on employees’ AOC via their procedural justice and OBSE. This study contributed to the literature by developing a CSR-procedural justice-OBSE-AOC model, guided by social exchange and self-consistency theories, and empirically testing it within a hospitality context.     

Building customer satisfaction with tour leaders: the roles of customer trust,justice perception,and cooperation in group package tours

This research developed a theoretical model to explain the relationship between customer trust, justice perception, cooperation, and satisfaction in the tourism context. Survey data were collected from 309 customers of outbound group package tours in Taiwan. Empirical results indicated that both customer trust and justice perception have direct and positive influences on customer satisfaction. Compared with justice perception, customer trust has a more crucial role in the tour leader–customer satisfaction relationship. Furthermore, customer cooperation partially mediates the effects of customer trust and justice perception on customer satisfaction. Therefore, cooperation is the mechanism that explains how customer trust and justice perception are associated with satisfaction. These results demonstrate the importance of customer cooperation and imply that travel managers should strengthen customer trust and justice perception to enhance customers’ cooperative behaviors and strengthen their satisfaction.     

Workplace deviance and human resource management relations: A case study of Turkish hotel employees

The main purpose of this study is to examine the negative associations between employees' perception of the effectiveness of performance appraisal practices and deviant workplace behavior. This study also tests the mediating effect of the forms of organizational justice in the relationship between performance appraisal practices and deviant workplace behavior. Moreover, it also investigates how line managers' performance appraisal politics may influence the relationship between perceptions of performance appraisal practices and employee deviant workplace behavior. In order to facilitate this study, the research team employed a survey design. A total of 193 service employees from different service establishments attended the forum where the study was conducted in the capital city of Turkey, Ankara. The results of this study strongly support the premise that effective performance appraisal practices influence employee deviance behavior, and especially that interactional justice is an important predictor of employee violative behavior. Moreover, the findings indicate that there is no evidence regarding the moderating effect of employees' perception of managers' appraisal politics in the negative relationship between performance appraisal effectiveness and employee deviance.     

Benefits of visiting a multicultural festival: The case of South Korea

This paper investigates the visitor benefits gained from attending a multicultural festival in South Korea. It aims to improve the understanding of such festivals, and explore the contribution of multicultural festivals to building multicultural societies. Four key factors were identified in terms of benefits gained: transformational, cognitive, social, and affective benefits. Differences were found between the visitor benefits of the dominant population and those of migrants. The findings may assist stakeholders to better understand how multicultural festivals contribute to social harmony and social integration, particularly in countries experiencing significant shifts in ethnic composition.     

Mix,match & move: Shaping the future of tourism Asia pacific tourism association seventh annual conference Manila,the Philippines, 2001

This research investigates the psychological turnover theory, which is developed based on the Mobley's model, and compares the hotel employees of two culturally different countries: U.S.A. and South Korea. It takes the controversy of transferability of management theories in different cultures into consideration. This study also compares the influencing factors in the particular behavior between the two groups. For both samples, the path analyses using a series of multiple regression analyses have shown the existence of a particular linkage among the four psychological construct variables studied: job satisfaction, organizational commitment, thinking of quitting, and withdrawal intentions, thus supporting the model. Given the possible problems of collinearity between the predicting variables and thereby instability of the regression coefficients, stepwise regression analyses have been employed to serve the second objective of this study, resulting in significant differences between the two samples. In addition, a dummy variable has been created to examine the role of nationality in predicting the turnover behavior, with the nationality turning out to be an important predictor, however, its influence is indirect through organizational or psychological factors.     

Budget traveler accommodation satisfaction: The case of Yogwans during the 2002 FIFA World Cup Korea/Japan

The preference attributes of budget-conscious travelers have been researched in detail, since the budget segment is important to the hotel industry. Special events, where budget-conscious travelers are major patrons and a huge volume of rooms is needed for a specific period, require accommodation alternatives. Yogwans, Korean-style hotels, have historically been utilized as such an accommodation alternative during special events in Korea. This study of the 2002 World Cup found that budget-conscious travelers were generally not highly satisfied with yogwans. Using a factor analysis technique, this study also identified five factors that were considered important for choosing to stay at yogwans. Finally, multiple regression analysis was then applied to examine the relative importance of each of these factors in influencing the overall satisfaction level of yogwan use. In order of importance, room quality, external quality, value, staff service quality, and accessibility were significant factors in determining the overall satisfaction level of yogwans. This study recommends that accommodation alternatives for budget-conscious travelers should match the needs of specific customers during special events by considering the unique attributes of the event and classifying attributes into fixed and variable categories.     

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.     

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.     

Competitiveness attributes of a medical tourism destination: The case of South Korea with importance-performance analysis

This study aims to explore the importance and performance of medical tourism destination competitiveness (TDC). The aims were achieved by collecting empirical data on the perceptions of stakeholders in the medical tourism industry in South Korea. Results from the importance–performance analysis (IPA) revealed that medical TDC is primarily influenced by medical treatments and services, destination attributes, and tourism-specific factors. This study not only enhances tourism literature, but also contributes significantly to the existing literature on competitiveness. The study provides useful marketing insights for medical tourism suppliers in South Korea and countries in similar situations with the relevant industry.     

Accessing leisure in an unfamiliar society via mobile instant messaging: A case study of academic sojourners visiting South Korea

ABSTRACT

This paper explores how academic sojourners, unfamiliar with the local language and culture, accessed casual leisure through mobile instant messaging during a short stay of one or two semesters in South Korea. Ninety-six English-speaking academic sojourners on Korean government scholarships covering tuition, room and board in exchange for contact with local university students seeking informal English language practice took part in this study. They represent a shift in academic sojourner mobility from outbound Asian students seeking language study in English-speaking countries to inbound English-speakers providing language support within Asia. Qualitative analysis revealed how casual leisure, the features of South Korea’s advanced digital environment and mobile instant messaging chat rooms coalesced. The findings show how local digital practices complement casual leisure access and how digital practices can become casual leisure despite limits in language ability and cultural understanding. It recommends further exploration of links between leisure, digital environments and mobile instant messaging in other research settings that are experiencing flows of globally mobile populations.     

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.     

The role of relationship quality in raising organizational change acceptance: The case of the Greek hotel industry

This study examines whether the quality of an employee's relationships, within the context of the hotel industry, has an influence on their behavioral intention towards organizational change. The researchers suggest that the quality of relationships is an important element of an individual's social capital and can be evaluated using five key dimensions: the extent to which relationships are tangible, responsive and reliable, as well as the extent to which they offer empathy and assurance. Furthermore, this research examines whether organizational commitment and job satisfaction have an effect on the association between relationship quality and an individual's behavioral intention towards organizational change. The data collected from a sample of 100 hotel employees in Thessaloniki, Greece, show that relationship quality has a positive association with an individual's behavioral intention towards change. Additional results highlight the roles of job satisfaction and organizational commitment as mediating variables. Managerial implications relevant to the findings and pathways for further research are also discussed.     

Exploring the Role of Travel and Tourism in Sharing Economy Activities: A Case Study of South Korea

This study explores the role of travel and tourism in sharing economy activities by using a case study of Seoul, South Korea. The findings reveal 1) significant associations between respondents’ demographic and socio-economic characteristics and their participation level in diverse sharing economy activities; 2) significant differences in future intention to participate in diverse sharing economy activities among groups; and 3) interest in travel and tourism was most strongly related to future intention to participate in diverse sharing economy activities. Policy making implications of the sharing economy focused on the role of travel and tourism are discussed in the conclusion.     

Corporate image and destination image: the moderating effect of the motivations on the destination image of Spain in South Korea

The research objective is to analyse the destination image and corporate image of Spain among the Korean university population. We study the moderating effect of the motivation between two potential groups of tourists, escapers (tourists who travel for relaxation) and seekers (tourists who travel for seeking culture). Information was collected in South Korea via a questionnaire and the data were analysed using structural equation and multi-group analysis. For both groups, the results show that the corporate image has influence on the cognitive component of the destination image, motivation impacts on the cognitive and affective dimensions, and the cognitive component effects the affective component.     

Applying the resilience principles for sustainable ecotourism development: A case study of the Nakdong Estuary,South Korea

When studying sustainable ecotourism, the ecotourism system can be better understood as a complex association of various elements that affects the local society and wildlife habitats. The purpose of this study is to plan an ecotourism system for the wise ecotourism resource management of estuary wetlands by using a resilience principle-based systems thinking approach. This study suggests an integrated management plan that considers diversity, connectivity, learning, participation, and polycentric governance to solve universal and important issues, such as estuary dam removal, urbanization, and natural resource use in the estuary's social-ecological system. The ecotourism system plans suggested in this study include minimizing ecological conflict and load through an improved sense of responsibility among stakeholders and strengthened protective activities. The results of this study suggest appropriate roles for various stakeholders in the management of tourism resources that can be used to establish new guidelines for ecotourism destination planning.