Antecedents and outcomes of emotional labour in hospitality and tourism: A meta-analysis

This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.     

Knowledge sharing in hospitality organizations: A meta-analysis

Knowledge sharing plays a crucial role in how hospitality organizations gain a sustainable competitive advantage. Using meta-analytic examinations based on 275 relationships from 54 primary studies, the current study proposes an integrative framework at both an employee and organizational level. Accordingly, this study comprehensively investigates the relations of knowledge sharing with its antecedents and consequences at both levels by synthesizing effect size estimates. Also, this study supplementarily conducts full-information meta-analytic structural equation modeling to examine the causality of proposed relationships. This study further examines the moderating roles of certain sub-dimensions of knowledge sharing and regions in each relationship of knowledge sharing with its predictors and outcomes. Based on findings derived from robust meta-analytic procedures, the authors identify several important patterns of findings. This study provides an advanced understanding of the nomological network of knowledge sharing in the hospitality organizational context.     

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.     

Destination image and tourist behavioural intentions: A meta-analysis

This article aims to understand the relationship between destination image and tourist’s behavioural intention. In this study, we used a meta-analysis to synthesize the effects of destination image from 87 studies. The results reveal that destination image plays significant role in predicting tourist’s intentional behaviour, in different magnitudes. To be more precise, overall and affective images have the greatest impact on behavioural intention, followed by cognitive image. Of the different dimensions of behavioural intentions, destination image has the greatest impact on intention to recommend. Implications are provided for destination management and tourism researchers based on meta-analysis.     

The effects of mentoring on role stress,job attitude,and turnover intention in the hotel industry

In response to a dearth of mentoring studies in the hospitality literature, this study develops and tests a research model to investigate the influence of mentoring functions on role stress, job attitude, and turnover intention in the hotel industry. The data were collected from employees who had experienced mentoring programs at super-deluxe hotels in South Korea. This study conceptualized mentoring activity as having three main functions, including career development, psychosocial support, and role modeling. Structural equation model (SEM) analyses were used to explore the statistical significance of the paths between these functions and the main outcome variables. The psychosocial support function showed a significant relationship with all variables in the model (i.e., a positive effect on job satisfaction and organizational commitment, but a negative effect on role conflict, role ambiguity, and turnover intention). The relationships were not significant between the career development function and role ambiguity, between role modeling and role ambiguity, or between role ambiguity and turnover intention. The results will enable a better understanding of the effects of hotel mentoring programs and indicate directions for improving their outcomes. The findings can help hotel managers in developing more effective mentoring programs.     

Antecedents and consequences of job satisfaction in the hotel industry

The purpose of this study is to investigate the antecedents (i.e., role ambiguity and conflict, burnout, socialization, and work autonomy) and consequences (i.e., affective and continuance commitment, absenteeism, and employee turnover intention) of employee job satisfaction. Data obtained from a sample of 671 respondents drawn from 11 international tourist hotels in Taiwan were analyzed with the LISREL program. According to the results, role conflict, burnout, socialization, and work autonomy, but not role ambiguity, significantly predicted job satisfaction. In addition, job satisfaction significantly contributed to psychological outcomes in terms of organizational effectiveness (i.e., greater affective and continuance commitment and lower employee turnover intentions).     

A meta-analysis of behavioral intentions for environment-friendly initiatives in hospitality research

Research on environment-friendly initiatives has received increasing attention in hospitality research. However, an integrated literature review of research examining the impact of consumer perceptions of green initiatives on their behavioral intentions is lacking. To that end, a quantitative meta-analysis of 26 articles published in hospitality journals was conducted in order to determine the effect sizes of the relationship between consumers’ perceptions and their green behaviors. This research intended to examine how two broad categories – internalized perceptions (i.e. personal values, attitudes, environmental knowledge/awareness, and perceived benefits) and perceptions of the firm (i.e. hotel/restaurant image, perceived quality, and satisfaction) – influence consumers’ behavioral intentions toward green hotels/restaurants (e.g., word-of-mouth intentions, retentions, willingness to pay, and willingness to pay a premium). This meta-analysis shows that both internalized perceptions and perceptions of the firm had a strong positive association with behavioral intentions. The average effect sizes for internalized perceptions and perceptions of the firms were r = 0.3177 and r = 0.4240, respectively. The findings of this research suggest that the positive relationship between consumer perceptions and behavioral intentions is well-established. Therefore, it might not be fruitful to continue to apply identical frameworks (e.g., the theory of planned behavior or the theory of reasoned action) in future research. We thus suggest that hospitality and tourism researchers in the area of environment-friendly initiatives need to either significantly improve the existing models or look for new and more diverse frameworks in order to make meaningful theoretical contributions.     

Multilevel model of management support and casino employee turnover intention

This study proposed and tested a trickle-down model that manager support at the functional department level affect frontline employees' attitudes toward supervisor support at the operational level and subsequently influence leader-member exchange (LMX), organizational citizenship behavior (OCB), and turnover intentions. Three mediators were identified from the cross-level analysis, namely, supervisor support, group trust, and OCB. A survey collected valid responses from 336 line level casino employees who represent 112 work groups from 39 departments nested in 17 casinos. The hierarchical linear model (HLM) results indicate that (1) supervisor support mediates the relationship between departmental support and individual level LMX, (2) group trust mediates the relationship between supervisor support and hence employee turnover intention, and (3) OCB mediates the relationship between LMX and employee turnover. Our findings have important implications for casino management and operators by developing an efficient management support system to reduce the intention of frontline employees to quit.     

Perceptions of determinants of job selection in the hospitality and tourism industry: The case of Korean university students

ABSTRACT

This study explores the key factors influencing potential employees in the hospitality and tourism industry and examines whether causal relationships between behavioral attitudes, subjective norms, and perceived behavioral control influence students' job selection. The study suggests that the career decision-making process is related to job selection. A total of 307 responses were analyzed. The results explain individual students' attitudes toward a behavior and perceived behavioral control in the context of their job selection. Attitudes toward a behavior and job selection had significant effects on career decisions. On the other hand, opinions of significant others had no significant effect. Perceived behaviors required to decide on jobs had a significant effect on job selection intentions. Students with internship experience were likely to form positive attitudes toward the hospitality and tourism industry, suggesting internships to be a useful source of a stronger relationship between the industry and job aptitudes of students in hospitality and tourism programs. The results have important implications.     

Are they leaving or staying: A qualitative analysis of turnover issues for Generation Y hospitality employees with a hospitality education

This research examines Generation Y hospitality employees with respect to why they would leave, or have left, the hospitality industry, what would cause them to return if they had left, and the perceived positive and negative career related traits of the hospitality industry. This research confirms Generation Y employees desire an exciting and challenging career, but also indicates they may be thinking more long-term in their career than typical Generation Y employees. Discussion and implications include how the results are useful for hospitality graduates, hospitality educators, and industry professionals.     

Professionalism: A contemporary interpretation in hospitality industry context

Professionalism is traditionally associated with classic professions such as medicine and law. With the growth of consumerism, numerous industries and occupations are striving for professionalism to enhance their status. This study addresses the conceptual ambiguity of professionalism by identifying the elements or criteria to achieve it in the hospitality industry. The perceptions of hotel practitioners from various work levels including junior staff, middle managers, and senior executives are explored through focus group interviews. Findings identify eight elements of professionalism, namely, passion, sensitivity, and open-mindedness to new trends, team-oriented attitude, competence and skills, emotional self-control, professional ethics, leadership by example, and perfectionism.     

Sales skills in the hospitality industry

Two surveys were conducted with the intention of increasing insight into the nature of sales in today's hospitality industry. One hundred U.S. hotel sales and marketing managers were surveyed about attitudes within the hotel sales community regarding training, salesmanship, qualities of effective salespeople, and related issues. Also, the training directors of fifteen hotel companies were interviewed concerning their training programs for entry-level salespeople. Presentation of the results of these surveys is preceded by commentary from the literature and from selected hotel sales executives regarding the unique nature of sales in the hospitality industry.     

Decomposing the gender wage gap in the hospitality industry: A quantile approach

This paper analyses the factors that determine the gender wage differences in the Spanish hospitality industry across the wage distribution. In general, previous studies have analysed the gender wage gap from a global perspective, without taking into account the existing heterogeneity across the wage distribution. Using matched employer-employee data from a sample of 4991 workers, we propose different wage decompositions based on quantile regressions under the assumption of equal and different returns. Our results show that the wage advantage for men presents a positive trend through wage distribution, particularly in the higher wage group. Furthermore, a high degree of gender wage discrimination exists in the sector, although this decreases across the wage distribution. Differences in returns of human capital and vertical segregation are the main causes of the discriminatory component. These results, together with disparities in internal promotion patterns between genders, reinforce evidence for the existence of the 'glass ceiling'.     

Cross-cultural negotiations in the hospitality industry: the Japanese market

The growing importance of travel and tourism to the economy of the United Kingdom is widely acknowledged. The increasing contribution made by travellers from Japan to the income of this industry has also been acknowledged. The authors review the guidance given in the literature to those responsible for negotiations with representatives of the Japanese market and compare this with their own findings obtained from interviews at senior management level in London hotels for which the Japanese market represents a significant proportion of their business. It emerges that certain guidelines can be identified which will help managers in the hospitality industry prepare themselves for negotiations with the greater probability of a successful outcome.     

Strategic alliances: a hospitality industry perspective

The article focuses on strategic alliance theory as it applies to the hospitality industry. Citing research as well as real-world examples, the authors integrate a variety of concepts and develop four propositions about the growing use of strategic alliances in the hospitality industry. These propositions include the following: P1: Hospitality alliances will evolve from equity joint ventures to collaborative joint ventures (non-equity) as competitor alliances will emerge. P2: Contractual agreements will evolve from simple franchise and management contracts to more complex resource-sharing, non-equity agreements. P3: Complex resource sharing between allying partners will help incumbent firms build relationships with partner firms that will lead to the development of competitor alliances. P4: Technology will help in the development of competitor alliances, which will also help to increase incumbent firms’ productivity and profitability.     

Unfolding deconstructive effects of negative shocks on psychological contract violation,organizational cynicism,and turnover intention

This research aims to unfold the impact of negative shocks on Chinese employees in the service sector by conducting a mixed-method study involving a scenario-based experiment and a field survey. The findings of Study 1 show that negative shocks resulted in a psychological contract violation, high organizational cynicism, and turnover intention. Study 2 further examined the moderating roles of traditionality and organizational embeddedness. Negative shocks triggered less organizational cynicism among employees with higher levels of traditionality. Organizational embeddedness, however, did not play such a moderating role in the relationship between psychological contract violation and turnover intention. Theoretical and practical implications are discussed.     

Understanding corporate philanthropy in the hospitality industry

This study makes a unique contribution to the corporate social responsibility literature, both from a theoretical perspective and corporate philanthropy (CP) perspective that has been under-researched so far. Specifically, it extends the investigation of the motives of CP to the hospitality industry in the emerging country of Taiwan and is the first examination of the determinants of CP in the hospitality industry based on the value enhancement (VE) and agency cost (AC) theories. Previous studies found that either AC or VE determinants, not both, play a major role in making philanthropy decisions. This study reveal new and interesting findings using the data from 13 publicly traded hospitality companies in Taiwan collected between 1996 and 2011. Panel regression test results show that both VE determinants (labor intensity and profitability) and AC determinants (board size and the ratio of independent directors to total directors) were found to be significant factors in explaining the discretionary behavior of CP in the hospitality industry. Furthermore, the lagged philanthropy-to-sale ratio was also significantly related to CP decisions in the hospitality industry in Taiwan, suggesting that the behavior of CP in the Taiwanese hospitality industry is persistent. The possible explanation is that changing philanthropy pattern may lead to market-adverse expectations and reactions and damage the reputation of companies.     

Contingent work in the hospitality industry: A mediating model of organizational attitudes

It is widely accepted that work status has an impact on emotional attachment to the organization, because of the different ways in which the two categories of workers, contingent and regular, are treated in the same organization. This study aims to investigate the effect of work status on affective commitment and how this relationship is influenced by identification processes.