The golden mean: Research on the mechanism of customer participation in employee service innovation

Service innovation is of importance in achieving business success. This study aims to understand how customer participation affects employees' service innovation through zhongyong thinking and verify the moderating role of leadership empowerment in the service section. Data were collected through a paired questionnaire survey with 352 valid frontline employees and their superiors in the starred hotel industry. Multiple linear regressions and bootstrap analysis were performed to examine the hypotheses. The results indicate that customer participation is positively related to zhongyong thinking and service innovation, and zhongyong thinking partially mediates the main effect. In addition, service innovation is more substantial when leadership empowerment is high, and customer participation has a weaker impact on zhongyong thinking when leadership empowerment is low. This study contributes to the employee service innovation literature by confirming that customer participation and employees' zhongyong thinking play vital roles in the Chinese service context. This study also helps service managers understand that empowering their subordinates can facilitate employees' service innovation.     

How Employees’ Perceptions of CSR Increase Employee Creativity: Mediating Mechanisms of Compassion at Work and Intrinsic Motivation

This study aims to examine how service employees’ perceptions of corporate social responsibility (CSR) affect their creativity at work and its mediated link through compassion at work and their intrinsic motivation. Working with a sample of 250 hotel employees in South Korea, structural equation modeling is employed to test research hypotheses. The results of this research suggest that employees’ perceptions of CSR are positively related to employee creativity. Second, compassion at work mediated the positive relationship between employees’ perceptions of CSR and creativity. Third, employees’ intrinsic motivation also mediated the positive relationship between employees’ perceptions of CSR and employee creativity. Finally, the relationship between employees’ perceptions of CSR and employee creativity is sequentially and fully mediated by compassion at work and their intrinsic motivation. The theoretical and managerial implications of the results and limitations of the study are discussed, and future research directions are suggested.     

The impact of culture on consumers’ perceptions of service recovery efforts

The increasing globalization of business provides a compelling reason for understanding the cultural context of consumer behavior. The research reported here examines the impact of culture on consumers’ perceptions of service recovery efforts. In particular, we studied in an experimental setting, across East-West cultures, the combined effects of explanation and compensation in shaping customers’ attributions and post-recovery perceptions in a medium contact service—a restaurant setting. Our findings show that the differential sensitivity of East Asian and American consumers to situational constraints influence their attributions for service failures, and thus moderate their satisfaction with service recovery process. More specifically, the results suggest that a causal explanation for service failure decreases the likelihood of US consumers falling prey to the fundamental attribution error. Conversely, among East Asians, an explanation had minimal influence in attributional processes. Finally, our results indicate that attributional processes influence customer perceptions of employee effort, which in turn is linked to post-recovery satisfaction.     

The Antecedents of Prosocial Service Behaviours: An Empirical Investigation

Frontline employee attitudes and behaviours during service encounters influence customers' perceptions of service quality. For this reason, the identification of variables that influence service behaviours is important. Much remains unknown about the factors affecting service behaviours in service settings. This study investigates service employees' attitudinal (job satisfaction and organisational commitment) and behavioural (prosocial service behaviours) responses to management strategies (internal communication, professional development and empowerment). One hundred and eighty-eight service employees contributed data, which were analysed using a structural modelling methodology. The authors found that management strategies influence service behaviours directly but the mediating role of job attitudes is not supported.     

The dimensions of international hotel employee service attitude and their managerial implications

The purpose of this paper is to determine the dimensions of international hotel employee service attitude and the differences in customer satisfaction with these dimensions among guests from the USA, Japan, and Taiwan, and the resulting practical managerial implications in the area of international hotel operation. Using exploratory factor analysis, service attitude is divided into four dimensions: problem solving, empathic feeling, enthusiastic service, and friendliness. The results of the study reveal that there are significant differences in satisfaction with customer service among three national sets of tourists by the use of ANOVA. These findings are followed by a discussion of their implications for hotel management in the areas of employee recruitment, training, and motivation, with suggestions on how to improve the various dimensions of hotel employee service attitude and thereby, the corresponding customer satisfaction.     

委托管理模式下的国有改制饭店员工满意度研究——以苏州C饭店为例

近年来,国有改制饭店在我国饭店业中所占比例越来越大。员工满意度关系到国有改制饭店的长远发展。本文以委托管理模式下的国有改制饭店为调查对象,结果表明,委托管理模式下的国有改制饭店员工满意度总体偏低,各项指标的满意度高低排序为工作本身、人际关系、领导水平、职业发展、绩效考核、培训机会、管理环境和薪酬福利。因此,员工激励措施多样化、软文化与硬制度管理相结合、培训体系系统化是提升员工满意度的有效措施。     

The impact of hotel attributes,well-being perception,and attitudes on brand loyalty: Examining the moderating role of COVID-19 pandemic

This research sought to investigate the relationships between hotel attributes, well-being perceptions, attitudes, and brand loyalty in the hotel context considering the COVID-19 pandemic. The results of the study's data analyses revealed how tangible and intangible hotel attributes improved individuals' well-being perceptions before and during the COVID-19, as well as how these perceptions in turn influenced cognitive attitudes, affective attitudes, and brand loyalty during these periods. Furthermore, the moderating role of COVID-19 was identified in the link between well-being perceptions and cognitive attitudes and in the association between cognitive attitudes and affective attitudes. In light of these findings, a discussion and insightful implications for both theory and practice were provided. Finally, the limitations of the study and future research directions were addressed.     

Effect of newcomer socialisation on organisational commitment,job satisfaction,and turnover intention in the hotel industry

The academic literature features organisational socialisation as playing a crucial role in the early stages of newcomer employment. During this assimilation stage, newcomers adapt to a new workplace more effectively if socialisation is encouraged. It has been found that socialisation minimises the negative effects of unmet expectations on overall organisational effectiveness, including employee turnover – an issue that has become a considerable problem for many hotels. Extending this logic, this study aims to understand socialisation by specifically assessing whether turnover is determined by employees' beliefs about job satisfaction and individual commitment to an organisation and the hotel profession in general. The study of 428 respondents from 61 international tourist hotels in Taiwan implies that social interaction enables organisations to gain, from an increase in commitment to the organisation, job satisfaction and a decrease in newcomers' intent to leave the hotel profession. Two major contributions to the existing literature result (a) commitment to the organisation plays a dominant role in employee turnover intent and (b) job satisfaction is a powerful method of reinforcing individual commitment to the organisation.     

员工满意度对于经济型酒店的影响探究

员工满意度又称雇员满意度,是企业的幸福指数和企业管理的"晴雨表".员工满意度不仅是衡量酒店绩效的有效工具,也是酒店改善运作流程、实现高效运作、培养顾客满意度和忠诚度的强大动力.是实现酒店"赢得员工、赢得顾客、赢得市场、赢得利润、赢得发展"的"五赢"目标的保障.对于经济型酒店具有举足轻重的作用.     

An investigation of the impact of internal labour markets in the hotel industry

Maintaining a stable and competitive workforce is a key element of the role of management, and there has emerged a barrage of ‘recipes’ to achieve this. All too frequently, however, these new concepts replace the old, with little justification other than being innovative. This article investigates the concept of an internal labour market [ILM] as a strategic management tool. Past studies by labour market researchers have confirmed the value of the components of an ILM, yet none has investigated the concept of an ILM as a coherent whole. This paper investigates the impact of the components of an ILM – training, promotional opportunity and job security – on the key employee attitudes of job satisfaction, organisational commitment and employee intention to leave. It then examines the impact of this concept as a single variable on the employee attitudes. The study is conducted in the service industry, in particular, the hotel sector, and examines the responses of 297 non-supervisory hotel employees. The findings suggest that the use of a holistic ILM strategy could provide a new means for management to retain and develop a stable and satisfied workforce.     

Does justice affect brand advocacy? Online brand advocacy behaviors as a response to hotel customers’ justice perceptions

This study focuses on customers' information-sharing behavior in the context of online brand advocacy behavior regarding hotel brands. We aim to explain hotel customers' online brand advocacy behavior through three-sided justice evaluations (i.e., justice for employees, justice for the self, and global belief in a just world), and their hotel satisfaction. Hypotheses are tested by using survey data acquired from 688 individuals on Amazon's Mechanical Turk (MTurk) through partial least squares structural equation modeling (PLS-SEM). The findings show that customers' perceptions of justice for the self positively affect their hotel satisfaction, perceptions of justice for employees and the global belief in a just world positively affect online brand advocacy behavior, and hotel satisfaction also positively affects online brand advocacy behavior. We expand current research efforts on online brand advocacy research and provide theoretical and managerial implications for the development of marketing and management research and practice.     

The Impact of Individual Ethics on Reactions to Potentially Invasive HR Practices

In recent years, the practices of work organizations have raised increasing concerns regarding individual privacy at work. It is clear that people expect and value privacy in their personal lives. However, the extent to which privacy perceptions influence individuals’ work attitudes is less clear. Research has explored the extent to which employee perceptions of privacy derive from characteristics of the programs themselves. However, there is a paucity of research that examines how the characteristics of the individual employee may influence perceptions of these programs. In this study we seek to shed light on this issue, as we examine how the individual ethical orientation of employees influences perceptions of a variety of human resource programs that have the potential to be perceived as invasive. Results indicate that ethical orientation exerts direct effects on perceived invasiveness of programs and exerts both direct and indirect effects on perceived appropriateness of programs. Implications for research and for managers adopting privacy-related programs are discussed.     

The effect of interior color on customers’ aesthetic perception,emotion, and behavior in the luxury service

This study examined the role of color in a luxury service setting. To understand the effect of color, this study investigated how each dimension of color (hue, saturation, or value) contributed to customers' aesthetic perceptions of a luxury hotel room. We interpreted customers' emotional and behavioral responses to a luxury hotel room painted various colors by applying the S–O–R model. The results showed that muted and bright colors encouraged both classical and expressive aesthetic perceptions within the same hue. Moreover, the results indicated that customers' aesthetic perceptions influenced their approach response through feelings of pleasure and dominance in the luxury hotel context that was moderated by their luxury consumption motivation. This study extends the previous literature by elucidating the process by which color affects customers' aesthetic perceptions, emotional states, and behavioral responses and can inform the composition of a luxury hotel's servicescape, which reflects customers' consumption motivation.     

An investigation of positive affect,prosocial behaviors and service quality

This research investigates the relationships among service provider and customer positive affect, employee- and customer-directed prosocial behaviors, and sales-oriented behavior; three types of behavior commonly exhibited in the context of service delivery. In addition, employee and customer perceptions of service quality are considered. Three studies are presented. The principle findings indicate that employee positive affect is positively related to employee perceptions of altruistic organizational citizenship behavior and customer-oriented behavior, and negatively related to sales-oriented behavior. Customer positive affect is positively related to customer perceptions of customer-oriented behavior and service quality, and negatively related to sales-oriented behavior. Managerial and research implications are also discussed.     

Customer-sales employee encounters: a dyadic perspective

Although researchers have suggested that the performance of the salesperson during sales encounters is critical, many of the underlying mechanisms that govern the interaction between salespersons and customers are still unclear. In this research, we investigate sales encounters from a new approach based on the field of research of interpersonal perception. Results demonstrate that drivers of customer satisfaction may also be satisfying for the contact employee. Additionally, we find that customer satisfaction is not only determined by the customer’s own perceptions, but also by the perceptions of the employee. Similarly, employee satisfaction is driven by the customer’s perceptions. Finally, our study identifies that perceptions of employee performance and satisfaction do not only reflect the unique interaction between the customer and the employee, but also relatively stable characteristics of the employee.     

Employees’ Reactions to Peers’ Unfair Treatment by Supervisors: The Role of Ethical Leadership

Little is known about employee reactions in the form of un/ethical behavior to perceived acts of unfairness toward their peers perpetrated by the supervisor. Based on prior work suggesting that third parties also make fairness judgments and respond to the way employees are treated, this study first suggests that perceptions of interactional justice for peers (IJP) lead employees to two different responses to injustice at work: deviant workplace behaviors (DWBs) and organizational citizenship behaviors (OCBs). Second, based on prior literature pointing to supervisors as among the most important sources of moral guidance at work, a mediating role is proposed for ethical leadership. The article suggests that supervisors who inflict acts of injustice on staff will be perceived as unethical leaders, and that these perceptions would explain why employees react to IJP in the form of deviance (DWBs) and citizenship (OCBs). Data were collected from 204 hotel employees. Results of structural equation modeling demonstrate that DWBs and OCBs are substantive reactions to IJP, whereas ethical leadership significantly mediates reactions in the form of DWBs and OCBs. Behavioral ethics and managerial implications are discussed.     

The effect of employee turnover on hotel profits: A test across multiple hotels

Employee turnover is generally recognized as a costly phenomenon, and hotel companies consequently have initiated various turnover-reduction programs. Despite many studies, however, it remains difficult to assess exactly what effect turnover has on operating profits—and thus to assess the return on investment for initiatives designed to reduce turnover. An analysis of gross operating profits and employee turnover rates at 98 full-service hotels at one hotel company yields an estimate of the actual dollar costs of employee turnover. In general, the cost of turnover increases with ADR. That is, the cost of a 1-point increase in turnover is greater for a hotel with a high ADR than for an economy-tier property. On average for this sample, the cost in GOP of a 1-point increase in turnover rose $525 with every dollar increase in ADR. Thus, for a hotel with a $125 ADR, each point increase in turnover cost another $32,750 per year in GOP. On the other hand, a hotel with an ADR of $65 would be losing just $1,250 for every additional point increase in turnover.     

Strategic Choice and Organisational Context in HRM in the UK Hotel Sector

Human resource management in the UK hotel industry is typically held to be informal, instrumental and associated with poor employment relations. Some studies, however, have identified incidences of more formal, high-commitment HRM indicating greater diversity in employment practices. Using original research undertaken in south-west England, this article examines this diversity and the influence of organisational context in the formation of HRM strategy. By identifying patterns of employee relations practice it is possible to examine the influence of market factors and establishment size and the extent to which there is scope for strategic choice in HRM. The research indicates that whilst larger hotels operating in stable product markets might be more likely to display formal or strategic approaches to employee relations compared to the industry as a whole, this sub-sector still appears significantly divided in the extent to which managers feel able, willing or compelled to invest in associated practices.     

酒店员工忠诚度培养探讨

酒店员工流动问题的核心在于员工对酒店忠诚度低下,加强对员工忠诚度的培养是减少员工流动的关键。员工忠诚度的影响因素有个人因素、酒店内部环境和外部环境等。应树立以人为本的管理理念,建立合理的薪酬体系和有效的激励体制;推行公平的竞争机制,给予员工更多的参与机会,以提高员工对酒店的忠诚度。     

为何中国员工偏好沉默——威权领导对员工建言的消极影响

采用问卷调查方式收集了66名领导与其286名下属的配对样本,运用层级回归的方法,探讨了威权领导对员工建言的影响及其作用机制。结果表明,威权领导和员工权力距离都对员工建言存在显著的负向预测效应。另外,员工权力距离还会调节威权领导对员工建言的效应,当员工权力距离较高时,威权领导与员工建言间的关系较弱。最后,员工心理授权部分中介威权领导、员工权力距离对员工建言的影响,完全中介威权领导和员工权力距离的交互项对员工建言的影响。这些研究结果有助于理解中国传统领导行为对员工建言的影响以及影响的中介机制和边界条件,具有重要的理论意义和实践意义。