Expectations of returned Chinese graduates and hotel managers regarding entry-level work in the hotel industry in China

The purpose of this study was to investigate the expectations of returned Chinese graduates with an Australian degree regarding their work situation in the Chinese hotel industry and the expectations of hotel managers in China regarding the graduates’ job attitude. Nineteen semi-structured interviews were undertaken. The results showed that most graduates were relatively satisfied with their current work situation in the Chinese hotel industry. However, managers argued that returned graduates have unrealistic expectations about the work requirements in the industry. The study found that universities and hotels in China need to assist the returned Chinese international students with their reentry.     

Employee workplace spirituality and pro-environmental behavior in the hotel industry

Pro-environmental behaviors in the workplace are less investigated than those in the public and private spheres. With this in mind, and through the values framework of workplace spirituality (WPS), synthesizing the theories of connectedness and organizational citizenship, the current study proposed a theoretical model to gauge the influence of WPS, a relatively new area of inquiry in organizational research and a neglected field in tourism and hospitality, on hotel employees’ organizational citizenship behavior for the environment (OCBE). In this framework, the emerging concept of connectedness to nature (CNS) – a strong cognitive and affective predictor of pro-environmental behavior – was depicted as a mediator, and the construct of environmental awareness (EA) was deemed a moderator. The intended model received support through empirical testing, and results confirmed that WPS is significantly associated with employees’ OCBE, and CNS indirectly affects the relationship between WPS and OCBE, while EA functions as a booster. The theoretical and practical implications of the study were discussed, and a series of contributory managerial implications were described accordingly.     

Innovation and performance in the hotel industry

The growing competition in the hotel industry is one of the main challenges of this segment, which increasingly depends on the ability to innovate. Thus, this article aims to analyze the impact of innovation on the performance of employees and hotel organizations. This is an exploratory study, with a quantitative approach using a structured computer-administered questionnaire to 73 managers of hotel chains, located in Brazil, which correspond to 792 hotels. Data analysis used multiple linear regression method with SPSS software to find out the relationship between the factors of innovation (communication, processes, leadership, and strategy) and the performance of employees and hotel organizations. Results show that the factors of communication, leadership, and strategy directly influence the performance of the employees. However, only the leadership factor directly affects the performance of hotel organizations.     

Ethical contexts and employee job responses in the hotel industry: The roles of work values and perceived organizational support

The hotel industry faces continual ethical dilemmas that present important, interesting and complex challenges. This study had two objectives. The first was to investigate the relationship between ethical context and job satisfaction and to examine the moderating role of work values and the mediating role of perceived organizational support in the relationship between ethical context and job satisfaction. The second objective was to examine the influence of these same variables on turnover intention. A survey of Taiwanese hotel employees showed that ethical context was a significant predictor of job satisfaction and turnover intention and that work values and perceived organizational support moderate and mediate respectively the relationship between an ethical context and job responses. These data suggested ways by which hotels can deal with ethical context, perceived organizational support, and employee work values to increase job satisfaction and decrease the turnover intention of employees.     

Modified scales for organizational identification and organizational disidentification for the foodservice industry

This study is to test whether social identity theory can be applied to employees in the foodservice industry. Modified measures of OI and ODI using a mixed-method developed and tested and presented empirical evidence for the reliability and validity of the scales.To specify the domain of construct, the existing measures of social identification varied across studies were reviewed. A preliminary list of OI and ODI measurement scales were generated based on previous measures and data from personal interviews with foodservice workers. An expert group reviewed items and removed irrelevant and redundant ones. Also, two online surveys were conducted to validate the measurements and identify the underlying structures of the constructs. The findings of this study suggest that the final measures of OI and ODI using the categorical dimension approach are one-dimensional, reliable, and valid.     

From internal brand management to organizational citizenship behaviours: Evidence from frontline employees in the hotel industry

This paper examines the links between internal brand management, organizational identification, work engagement, and organizational citizenship behaviours in the hospitality industry. A model is proposed and tested using a sample of 323 frontline employees from the main hotel chains operating in Spain. This model includes different dimensions of internal brand management and different manifestations of citizenship behaviours. Data are analysed through the use of partial least squares. The findings confirm that transformational leadership leverages organizational identification and work engagement. However, brand training and brand communications do not directly raise positive emotions in the workplace. The results also suggest that work engagement is a better predictor of citizenship behaviours than organizational identification. Identification influences citizenship behaviours towards the organization. However, this variable does not explain extra-role supportive behaviours towards customers and other employees. These results extend previous research by empirically analysing the effects of internal brand management from the employees' perspective.     

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.     

How human resources management best practice influence employee satisfaction and job retention in the Thai hotel industry

Human resources management (HRM) practices are hotel management tools that contribute to organizational success. The purpose of this study was to evaluate how soft HRM practices in the Thai hotel industry affect job satisfaction and job retention. This study focuses on soft HRM practices, which draws on theories of commitment and motivation. Soft HRM refers to human relations between staff and the hotel organization. A quantitative approach was employed using multiple regression technique with a stepwise method for data analysis. It was found that employee satisfaction is not fostered by increasing remuneration, but is more related to the quality of working life, good leadership style, regular training, employment security, the hotel's brand image, and employees' personal traits, a most important aspect. The findings from this study provide a comprehensive framework for both academic and managerial responses to resolve the labor and skill shortage crises. Equally important is the extrinsic and intrinsic motivation and personal attitude theory that underpins employee job satisfaction in this study.     

The effects of emotional intelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel

The purpose of this study is to understand the interrelationships among the emotional intelligence of employees in a deluxe hotel, their counterproductive work behaviors, and organizational citizen behaviors. The sample of this study consists of 319 food and beverage (F&B) employees of a five-star hotel in Korea. The results showed that as elements of emotional intelligence, others’ emotion appraisal, use of emotion, and self-emotion appraisal significantly affected counterproductive work behaviors, whereas self-emotion appraisal and use of emotion affected organizational citizen behaviors. In addition, moderating effects were evident related to job positions in the causal relationships among emotional intelligence, counterproductive work behaviors, and organizational citizen behaviors. Limitations of this study and future research directions are also discussed.     

When and why organizational dehumanization leads to deviant work behaviors in hospitality industry

This study investigates when and why organizational dehumanization leads to deviant work behavior. Accordingly, aims to investigate the impacts of organizational dehumanization on perceived incivility and deviant work behavior. In addition to this, also investigates the psychological capital as moderator between organizational dehumanization and perceived incivility, while perceived incivility as a mediator between organizational dehumanization and deviant work behaviors (employee time theft and knowledge hiding). A time lag approach: with three-time intervals T1, T2 and T3 respectively was used to collect the data from hotel employees. Results indicate that organizational dehumanization leads to perceived incivility and thereof, perceived incivility propels deviant work behaviors amongst employees. Moreover, employee’s psychological capital played a protective role of reducing the detrimental effects of organizational dehumanization on perceived incivility. This research contributes to literature by considering behavioral outcomes of organizational dehumanization. For managers this study provides insights to minimize organizational stressors to buffer employee deviant behaviors. This study also provides new research avenues in hospitality industry.     

Employee creativity trumps supervisor-subordinate guanxi: Predicting prequitting behaviors in China's hotel industry

This study aims to explore the moderating roles of supervisor-subordinate guanxi and employee creativity in the perceived organizational support-organizational commitment-turnover intention link in the Chinese hotel organizations. Using a matched sample of 85 supervisors and 249 subordinates from 13 hotels in Shenzhen, China, we found that both supervisor-subordinate guanxi and employee creativity altered the relationships of perceived organizational support, affective commitment and employee prequitting behaviors. A significant conditional direct effect of perceived organizational support on prequitting behaviors was moderated by low supervisor-subordinate guanxi. Furthermore, a significant conditional indirect relationship between perceived organizational support and prequitting behaviors was found at high employee creativity. Moreover, interactive effect of affective commitment and employee creativity exerted a significant negative effect on prequitting behaviors. Findings shed light on the changing traditional values in modern management practices and the conditions under which organizations can improve employee retention. Theoretical and practical implications for talent management are discussed.     

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.     

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).     

The link between environmental uncertainty,organizational agility,and organizational creativity in the hotel industry

Informed by the confusion theory, this study tests the three main aspects of environmental uncertainty on organizational creativity and extends the moderating model of organizational agility in uncertain environments. The data were collected from 174 managers of five-star hotels. Construct validity and the hypotheses were tested using AMOS 26.0. The findings show that organizational agility moderates the negative impacts of competitive and technological uncertainty on organizational creativity. The results suggest that in highly dynamic and complex environments, organizations must reduce bureaucracy to manage the challenges of uncertainty. Informed by the confusion and contingency theories, this study offers new insights into the relationship between environmental uncertainty, organizational creativity, and organizational agility in the hospitality industry.     

Pygmalion leadership: Theory and application to the hotel industry

ABSTRACT

This research investigates the role of Pygmalion leadership and the influences of employees’ trust in a leader, trust in an organization, and job engagement on task performance in the hotel industry. Through examining Pygmalion leadership, trust, and engagement in the literature, this research establishes and tests a model to identify the interrelation among four dimensions of Pygmalion leadership (e.g., climate, output, input, and feedback), trust in a leader, trust in an organization, job engagement, and task performance. Using data collected from hotel employees, this study finds that climate, output, and feedback are critical for nurturing two dimensions of trust that enhance job engagement and task performance.     

An investigation of the relationships between compensation practices and firm performance in the US hotel industry

Drawing on a sample of 1223 US hotels, this paper examines the relationships between compensation (direct and indirect) practices in hotel organizations and their performance. The results show that in the case of management employees, direct compensation fully mediated the relationship between indirect compensation and hotel performance. In the case of non-management employees, however, such relationship was only partially mediated by direct compensation. It is therefore important for hotel industry HR executives to pay greater attention to the nature and level of benefits being offered to non-management employees. For management employees, on the other hand, it is more important to attend to the level of direct compensation in order to ensure higher levels of organizational performance.     

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.     

Do organizational practices matter for hotel industry employees’ jobs? A study of organizational practice archetypical configurations and job outcomes

Earlier research has demonstrated that organizational environment variables influence employees’ job outcome variables. This study focuses on the organizational practice dimensions of the hospitality industry and demonstrates that: (1) employees’ perceptions of practices can be construed as a limited set of archetypical configurations, and (2) the configurations are related to job outcome variables. The practice configurations are generated by cluster analysis, and the reliability and validity of the classification is demonstrated.     

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.