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.     

Effect of CSR activities on meaningfulness,compassion, and employee engagement: A sense-making theoretical approach

Despite growing recognition of CSR’s importance in hospitality industry, empirically-derived insight into its drivers, dynamics, and outcomes remains limited, as investigated in this study. Built on the sense-making theoretical perspective to explore the effect of CSR activities on employee engagement while examining the mediating role of meaningfulness and compassion on the relationship between CSR and employee engagement. To investigate our hypotheses, we conducted a questionnaire survey among 350 employees of selected luxury hotels in New Delhi, India. The results reveal CSR’s positive effect on employee engagement. In addition, meaningfulness and compassion partially mediate the association of CSR with employee engagement. This study identifies how CSR activities bring out a helping behavior in the form of compassionate acts, and offer meaning to employees in the hospitality context that is, otherwise, paralyzed by work-life imbalances and employee cynicism.     

Transformational leadership and employee performance: The role of identification,engagement and proactive personality

This study investigates the underlying mechanisms and boundary conditions that explain the relationship between transformational leadership and frontline employee performance. Specifically, it explores the mediating role of organizational identification and work engagement in the relationship between transformational leadership and job performance and organization-directed citizenship behaviors. Additionally, it examines whether proactive personality moderates the effect of transformational leadership on identification and engagement. Data from 323 frontline hotel employees were analyzed using partial least square regression. Results show that identification and engagement fully mediate the relationship between transformational leadership and organizational citizenship behaviors, whereas engagement partially mediates the link between transformational leadership and job performance. Results indicate a sequential mediation effect of identification and engagement on employee performance. Finally, findings show that proactive personality strengthens the effect of leadership on identification and engagement. The study provides information for hotel managers about why and under what circumstances employees perform the way they do.     

Identity judgements,work engagement and organizational citizenship behavior: The mediating effects based on group engagement model

The group engagement model (Tyler & Blader, 2003) suggests that organizational identification is based on both the individual's evaluation of the status of their group as perceived by outgroups (i.e., pride) and his/her view about their status within the group (i.e., respect). However, prior research has not examined the factors which influence organizational identification, and subsequently lead employees to feel engaged and exhibit positive extra-role behaviors that benefit the organization. Using time-lagged data from both service employees and their supervisors, our findings demonstrate that both pride and respect are positively related to organizational identification, and organizational identification is positively related to work engagement and organizational citizenship behavior (OCB). More importantly, organizational identification mediates the relationships between the antecedents (i.e., pride and respect) and consequences (work engagement and OCB). Overall, the study provides compelling support for the group engagement model in predicting key job attitudes and behaviors amongst service employees.     

Effects of corporate social responsibility and internal marketing on organizational commitment and turnover intentions

This study examined the effects of four aspects of corporate social responsibility (CSR) (i.e., economic, legal, ethical, and philanthropic responsibility) and five aspects of internal marketing (IM) (i.e., welfare system, training, compensation, communication, and management support) on employees’ organizational commitment (OC) and turnover intentions (TI) in the casino industry. Based on survey data collected from 310 employees working for a casino company, the relationships were examined using confirmatory factor analysis, second-order factor analysis, and structural equation modeling. The results indicate that both employees’ perceptions of CSR and IM are positively related to their OC and negatively to their TI, suggesting that adding CSR programs to existing IM programs is likely to improve desirable employee work attitudes such as OC, which in turn contributes to decreasing TI. This study makes a contribution to the literature by conceptually and empirically evaluating CSR and IM dimensions simultaneously in the casino environment.     

Corporate social responsibility in international hotel chains and its effects on local employees: Scale development and empirical testing in China

This study aims to investigate the corporate social responsibility (CSR) practices of international hotel chains operating in China and their effects on local Chinese employees. As CSR practices vary across countries and contexts, this study developed a scale of CSR metrics, which was based on CSR reports published by international hotel chains in China and a comprehensive literature review. Subsequently, the proposed model, which depicts the relationships between CSR practices and local employee work metrics, was tested with a PLS-SEM. Multiple phases of qualitative and quantitative investigations of 2451 local Chinese employees of international hotel chains allowed for validating a formative construct of CSR with four dimensions: environment protection, employee wellness, business ethics, and customer wellness. The PLS-SEM results confirmed the significant effects of CSR practices of international hotel chains in China on local Chinese employee engagement, commitment, job satisfaction, and organizational citizenship behaviors. Theoretical and practical implications are presented.     

Feeling trusted and taking-charge behaviour: An internal branding perspective based on self-categorization theory

Although the mechanism of internal branding is related to both organizational factors and employees’ personal factors, the existing research mainly focuses on organizational factors. Thus, the literature on the formation and function of internal branding from the employee perspective is scarce. In this multisource study, we applied self-categorization theory to test the relationships among employees’ feeling trusted, perceived insider status, self-efficacy and taking-charge behaviour within the framework of internal branding. Data from 169 employee-supervisor dyads from the hotel industry in Northwest China revealed that employees’ perception of feeling trusted is an important factor that causes them to internalize their hotel employer’s brand and categorize themselves as “insiders” who regard the hotel brand as part of themselves and present brand-aligned behaviour to achieve brand success. In addition, employee self-efficacy is an important boundary-level variable that facilitates the transformation of brand internalization to brand-aligned behaviour. The theoretical and practical implications are discussed.     

That's Not Fair!

ABSTRACT

Organizational commitment has been shown to be significantly negatively related to employee turnover. Given the high incidence of employee turnover in the hospitality industry, practitioners and academics alike should be focused on a more complete understanding of this phenomenon. The present study is an exploration into the identification of the relationships among organizational commitment, job satisfaction, and organizational justice. The study was conducted with employees of a major casino-hotel. Results indicated that organizational justice has an indirect positive impact on organizational commitment by working through job satisfaction. Practical implications and suggestions for future research are discussed.     

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.     

An Examination of the Relationship Between Employee Perception and Hotel Brand Equity

Brand management stresses the importance of satisfying the needs of external customers. Employee branding management shows an evolving trend as employees begin living the brand. It is, therefore, necessary that employees are convinced by the hotel brand prior to having confidence to “sell” the brand to customers. The present study aims to investigate employee perception toward hotel brand equity, particularly in the Hong Kong hotel industry. Factor analysis is used to identify four underlying factors—namely, employee commitment, employee engagement, employee identification, and service quality. The four constitute the perception of the employee on the evaluation of the brand. Correlation analysis is employed to examine relationship among the underlying factors and three dimensions of hotel brand equity—including brand image, brand awareness, and perceived quality. Moderate association is generally noted, and perceived quality has the most significant relationship with employee perception on brand equity. Managerial implications on employee branding management are introduced to hotel management. Topics for future research are also recommended.     

Corporate social responsibility and work engagement: Evidence from the hotel industry

This study aims at testing a research model which explains how corporate social responsibility (CSR) affects work engagement. Relationships between variables were assessed using structural equation modeling (SEM). Research data were gathered from full-time hotel employees (N: 680) and managers (N: 325) in Antalya province of Turkey. SEM results indicate that perceived external prestige and organizational identification play a partially mediating role in CSR's effect on work engagement. The present research is the first study which examined the relationship mechanism between CSR and work engagement by focusing on CSR with a broader perspective (the stakeholder approach) in the hospitality literature. Furthermore, it contributes to hospitality literature through revealing on the basis of generalized reciprocity principle of social exchange theory that work engagement could be increased with the help of CSR.     

Emotional intelligence,emotional labor,perceived organizational support,and job satisfaction: A moderated mediation model

This study examined the effects of emotional intelligence and emotional labor on job satisfaction in a moderated mediation model, which posits surface and deep acting strategies as mediators between emotional intelligence and job satisfaction and perceived organizational support as a moderator to the mediation effects. Based on a sample of 279 Chinese hotel employees, results showed that: 1) while deep acting partially mediated the effect of emotional intelligence on job satisfaction, surface acting did not mediate; 2) Perceived organizational support effectively moderated the mediation of deep acting between emotional intelligence and job satisfaction; but the moderated mediation was not found with surface acting as a mediator. This study contributes to a better understanding of the roles of emotional intelligence and emotional labor strategies in affecting hotel employees’ job satisfaction and how organizational support can function as an organization resource in changing the psychological mechanisms underlying emotional labor and job satisfaction.     

Understanding precedents for frontline employee turnover in luxury hotels: Emotional intelligence as a unifying factor

Current turnover research fails to serve the needs of an industry that is long plagued by employee turnover. Existing literature focuses more on evaluating bundles of human resource practices and fail to provide precise and clear guidance for practitioners. This study proposes that emotional intelligence (EI) unifies sufficient individual factors and organizational factors that affect employee turnover and serves as a single significant precedent for turnover. Data were collected from frontline employees at eight luxury hotels. The direct, indirect, and total impacts of employee EI on employee turnover were tested by structural equation modeling and bootstrap tests. The results suggest that EI has significant indirect impacts through the mediation of perceived organizational support, pay satisfaction and job burnout, and significant total impacts on turnover. Implication suggestions include integrating EI into the recruiting process for new employees and providing training opportunities for current employees to improve their EI.     

Call Center Employees’ Intent to Quit: Examination of Job Engagement and Role Clarity

Call centers have become a valuable resource for hotels in managing customer experiences and relationships, yet they have also developed a reputation for being a stressful job which has made it a significant challenge to retain employees. Given high turnover rates among call center employees, it is important for hospitality firms to understand the factors influencing their intentions to quit. This study focuses on job engagement and role clarity to examine hotel call center employees’ intent to quit. The survey results of call center employees at a large resort hotel suggest that job engagement significantly influences the hotel call center employees’ intent to quit after accounting for job satisfaction and organizational support. Role clarity, however, is not related to intent to quit. Managerial implications and recommendations for increasing employee job engagement are discussed.     

Development and validation of standard hotel corporate social responsibility (CSR) scale from the employee perspective

The prevalent trends of sustainability and responsible management have promoted corporate social responsibility (CSR) to attract considerable research and business interest. However, despite its importance, few efforts have been exerted to develop a standardized CSR scale in the hotel industry. This study aims to develop and validate a multidimensional scale of hotel CSR measurement as perceived by hotel staff who understands CSR. Results of running factor analyses generate a five-factor structure. The overall measurement model demonstrates a satisfactory level of goodness-of-fit and supports convergent validity, discriminate validity, nomological validity, and predictive validity. The legal domain received the highest mean score among the five hotel CSR domains, followed by ethical, financial/economic, environmental, and social/philanthropic domains. The value on employee attitude toward the CSR-implementing hotel, employee satisfaction with the CSR-implementing hotel, and organizational commitment toward the CSR-implementing hotel varied between front-of-house and back-of-house employees. This validated measurement scale is recommended for future studies to explore the effect of hotel CSR in various countries or regions.     

Can innovative behavior be led by management? A study from the lodging business

This study examined the effects of hotel management leadership on employee innovative behavior in Chinese hotel organizations. Using a dyadic sample of 164 hotel supervisors and 603 service employees at 23 four-star and five-star hotels in 11 Chinese cities, we investigated whether organizational commitment mediated the effects of leadership on employee innovative behavior. We also examined how organizational tenure moderated leadership and innovative behavior through organizational commitment. Findings from our moderated-mediation model revealed that organizational commitment mediated the relationship between leadership and innovative behavior. Similarly, organizational tenure moderated the relationship between leadership and organizational commitment: there was a stronger relationship for long-tenured employees and a weaker relationship for short-tenured employees. However, the effect of higher leadership on organizational commitment was stronger for short-tenured employees than long-tenured employees. Our results spotlight the importance of fostering organizational commitment, which directly affects innovative behavior and through which supervisors can influence individual innovative behavior.     

Abusive supervision and emotional labour on a daily basis: The role of employee mindfulness

This study examined the relationships between abusive supervision, subordinates' work engagement and their emotional labour on a daily basis. Based on an experience sampling study of 95 frontline hospitality employees over 10 working days, the results revealed the complex consequences of abusive supervision on subordinates in the hospitality industry. The results showed that daily abusive supervision was positively related to employees' daily surface acting through their daily work engagement, but it was not significantly related to daily deep acting. In addition, subordinates' mindfulness moderated the relationship between daily abusive supervision and subordinates' daily work engagement. These findings reveal employees’ daily responses to abusive supervision and can help tourism and hospitality managers develop relevant training programmes and policies to reduce the negative impact of abusive supervision and thus protect employee well-being.     

The effects of high performance work systems in employees’ service-oriented OCB

The present research investigates the effects of “High Performance Work Systems (HPWS)” on employees’ “work engagement” and “service-oriented Organizational Citizenship Behavior (OCB)”, through the development of a social and justice climate. In doing so, “Partial Least Squares Structural Equation Modeling (PLS-SEM)” was applied based on a convenient sample of 448 customer-contact hotel employees across ten Greek hotel organizations. In summary, the study reveals first the valuable contribution of HPWS towards the development of a justice and service climate, which in turn influence positively employees’ work engagement. As a consequence, employees respond by exhibiting extra role behaviors and by engaging in service-oriented OCB. Overall, the findings clarify the mechanism behind the HPWS process, known as the “black-box”, a valuable knowledge for professionals practicing Human Resource Management (HRM).     

Hotels’ corporate social responsibility practices,organizational culture,firm reputation,and performance

Corporate social responsibility (CSR) practices are considered one of the key success factors influencing firm performance. However, how CSR practices should be integrated into an organization’s business practices has not been investigated empirically. The present research proposes an integrated model incorporating the interrelationships among CSR practices, organizational culture, and corporate reputation to improve firm performance in the hotel industry. The proposed model is developed using stakeholder theory and the perceptions of the general managers. According to the study’s results, organizational culture influences different dimensions of CSR. The results further indicate that hotels using CSR practices related to employees and customers strengthen their reputation. Through improved reputation, CSR practices positively influence firm performance. Furthermore, hotel managers perceive that CSR activities in the local community and related to the environment do not significantly affect a hotel’s reputation. Theoretical and practical implications are provided, and the limitations of the study and future lines of research are discussed.     

Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model

This study examines the interrelations between service climate, organizational identification, employee job satisfaction, and customer perceived value and satisfaction. To achieve this, we apply the service profit chain model to South Korea’s coffee shop industry. Data were collected from 263 employees and 973 customers in Daegu. The hypotheses were tested by conducting a path analysis to investigate the relationship between the variables. Organizational identification and job satisfaction were found to be positively correlated with each other. Additionally, job satisfaction was correlated with customer perceived value, which, in turn, was correlated with customer satisfaction. The findings suggest that a good work environment and service-related training can create a positive service climate for employees, which can subsequently improve customer satisfaction. This study is unique in its application of the service profit chain model on the coffee shop industry in Korea.