中外酒店业HRM研究进展及比较

酒店业作为以服务为第一产品的产业，人力资源管理（HRM：Human Resource Management）对其发展的重要性是不言而喻的。本文在回顾中外酒店业HRM研究的基础上，将两者进行了对比，从而剖析出两者在研究过程中存在的异同厦酒店业HRM未来的研究发展方向。以期为我国酒店业HRM的深入研究，提供一定的借鉴和帮助。     

How leader–member exchange,work engagement and HRM consistency explain Chinese luxury hotel employees’ job performance

This paper provides insights into the relationship between leader–member exchange (LMX) and employee job performance. An integrative model that includes work engagement and human resource management (HRM) consistency, defined as the extent to which various HR practices are viewed as consistent with one other, was developed to explain this relationship. Results from a hierarchical linear model based on 298 employees (survey data) and 54 supervisors in a large luxury hotel in southern China indicated that LMX was positively related to employee job performance. Moreover, as expected, work engagement mediated this relationship and HRM consistency strengthened the influence of LMX on work engagement. Important research and practical implications are discussed.     

Direct and indirect contribution of HRM practice to hotel company performance

The research problem is the measurement of direct and indirect HRM contributions to hotel company financial performance. The theoretical multi-level model developed in this paper is based on Resource Based View theory, the Motivation–Ability–Opportunity framework and a universalistic, contingency and configurational approach to measurement relationships. It investigates whether HRM results measured at an individual level (employee engagement, skills, attitudes and behaviour) and at an organisational level (consequences of employee loyalty) mediate in the link between HRM practice (quantitative and perceived data) and hotel company financial performance and whether hotel company ownership and size are moderating the link. Data was obtained from HR managers and employees in hotel companies in all regions of Croatia. The results suggest the key HRM activities which make the largest contribution to employee engagement, skills, attitudes and behaviour, loyalty and hotel company financial performance. Management implications of the results are discussed and avenues for further research are proposed.     

Shattered but smiling: Human resource management and the wellbeing of hotel employees during COVID-19

The purpose of this paper is to explore the human resource management (HRM) practices adopted by hotels during COVID-19 and to examine the impact of COVID-19 on the wellbeing of hotel employees using qualitative thematic analysis. This study presents HRM practices that organizations can use to effectively manage employees in uncertain times. There is compelling evidence that employee-centered HRM practices strongly impact employee wellbeing. This paper integrates the insights from an HRM framework for wellbeing using a job demands-resources model. The paper identifies themes that confirm and extend existing theories and models of wellbeing. The findings are important for policy makers by offering guidance for managing people effectively during tough times.     

How do dynamic capabilities explain hotel performance?

This research study explores the relationship between three dynamic capabilities and their impact on hotel performance. Specifically, we examine the relationship between human resource management (HRM), quality management (QM) and sustainability. In addition, we analyse how QM and sustainability explain hotel performance measured by occupancy rate, average daily rate (ADR) and revenues per available room (RevPAR). These capabilities can generate income, enabling hotels to adapt as quickly as possible to the changing environment. Findings show a significant relationship between HRM, QM and sustainability. The relationship between QM and hotel performance and between sustainability and hotel performance is fully mediated by the differentiation competitive advantage. Our results represent an advance in hotel theory and management because they integrate HRM, QM and sustainability, and show their ability to be a source of competitive advantage and profitability.     

Significant developments and emerging issues in human resource management

A review of over 100 papers concerned with human resource management (HRM) in five leading hospitality journals during 2002 and 2003, finds that the research agenda mirrors what is seen in mainstream HR research and theory, focusing around general HRM, employee resourcing, employee development and employee relations. Given that some mainstream HR academics have ‘highjacked’ topics such as emotional labour, emotional intelligence and HRM in service work as new and innovative, hospitality researchers need to reclaim their territory, push forward the boundaries of theory making and propose theory that is hospitality specific, relevant and useful.     

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.     

Human resource management and performance in the Barbados hotel industry

This article measures the effect of human resource management (HRM) on performance in the hotel industry in Barbados. It used a quantitative survey covering 46 hotels out of a population of 75 hotels. The respondents were hotel's management, being either a general manager, human resource (HR) manager or line manager. Similar to Hoque's study of UK hotels, the impact of internal and external fit and the universal relevance of HRM were tested. The findings showed no major support for external fit, universal relevance and internal fit in the Barbados hotel industry. All the hotels perceived themselves as performing well, given the focus on quality and targeting high spending tourists. A quest for high service pushes the industry more towards best-practice ‘HRM’ rather than best fit.     

Human Resource Management,Job Satisfaction,Morale, Optimism,and Turnover

ABSTRACT

This article examines the usage of nine human resource management (HRM) practices among 46 hotels in San Diego. Results showed that the hotels in the sample use training and development to bring employees up to an acceptable level of performance, and then rely on allowing employee a voice to keep them engaged. Usage of HRM varied by hotel types (e.g., resorts vs. economy), and the practices had a statistically significant relationship with job satisfaction, morale, and optimism about the future of the hotel. These attitudes, in turn, were significantly related to turnover intentions. Implications of the results are discussed.     

Exploring well-being outcomes at an iconic Chinese LGBT event: A PERMA model perspective

The well-being of participants at major destination events has received little empirical attention in the literature. This paper explores LGBT (Lesbian, Gay, Bisexual, Transgender & other sexual minority) event participants' hedonic and eudaimonic well-being at the iconic Hangzhou Rainbow Marathon (HRM) in China. PERMA (Positive Emotions, Engagement, Relationships, Meaning, and Achievement) psychological model of human flourishing was adopted to analyze hedonic and eudaimonic well-being. Mixed qualitative methods, in the form of semi-structured in-depth interviews and a focus group, were used to address the research aim. This data was supported by informal personal observations at the marathon site. Distinctions among participants' experiences were identified, resulting in slightly different perceptions of PERMA elements for paraders, volunteers and organizers. Through this role-based perspective, an event specific PERMA model emerged. Implications for event organizers and marketing specialists are provided.     

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).     

Effect of Management Practices on Actual ICT Application in Kenyan Hotels: A PLS-SEM Approach

Advances in information communication technology (ICT) has seen many hotels invest huge sums of money in ICTs to enhance their performance. However, this has never been the case for most hotels in economically developing countries due to poor ICT implementation. This study sought to establish how ICT-related management practices influence actual ICT application by hotels in Kenya. A total of 194 hotel managers drawn from 36 hotels were surveyed. The data collected was analyzed quantitatively. The outcomes show that though operational management and human resource management practices significantly predict actual ICT application, HRM practices have the biggest effect in explaining the variance in actual ICT application. The study finding offer insights to best management practices and how they influence actual ICT use in hotels.     

International hotel chains and environmental protection: an analysis of Hilton's we care! programme (Europe, 2006–2008)

Using the case study method, this paper evaluates and analyses Hilton's we care! programme for improving the environmental performance of the 70 Hilton Worldwide hotels in operation in Continental Europe in 2006–2008. It explores the practical dimension of “greening” hotel operations in the context of corporate social responsibility (CSR), and demonstrates the close links between CSR and human resource management (HRM) in hotels. It deepens the understanding of corporate environmentalism and seeks to disseminate best practice among hospitality managers. The programme's distinctive and innovative character as well as its weaknesses and strengths are highlighted. Barriers to behavioural change in hotel operation are discussed. The programme involved over 16,000 employees, created hotel-specific action teams linking all employee levels and reduced energy use per square metre by 15%, water use and CO₂ emissions per guest night by 8% each over three years. Avoided utility costs totalled US$16 million, of which US$9.6 million can be attributed to changes in human behaviour. The paper makes a case for a holistic approach that combines the introduction of IT-based measurement and performance-assessing tools with genuine employee empowerment and green awareness raising. The study concludes with future managerial policy recommendations that simultaneously bear upon corporate environmentalism and HRM.     

基于胜任素质的饭店人力资源管理教学研究

胜任素质方法是人力资源管理中逐渐被认可的一种方法,其通过科学方法所提炼出的核心素质同样为高校的人才培养提供了依据。本文以胜任素质模型为主线,探讨饭店人力资源管理者的素质模型,结合国外先进经验,对我国高校饭店人力资源管理的教学实践进行探索。     

Sustainable human resource management as a driver in tourism policy and planning: a serious sin of omission?

This paper focuses on the neglect of an employment or workforce focus in policy engagement and planning for sustainable tourism. Tourism is of interest here because there is an established role for government and the private sector in policy engagement and strategic planning with respect to product development, infrastructure, marketing and human resource capacity and the focus has increasingly emphasised sustainable goals within this process. The discussion addresses the central role of people and work within concepts of sustainability and sustainable communities and questions why this has been, substantially, ignored in tourism. The paper starts by recognising the interconnectedness of employment in tourism and its workforce concerns with a wide range of inter-linked policy and operational considerations. This, in turn, points to the utility of the sustainable HRM model as a means by which to frame tourism work. Thereafter, this paper introduces new approaches through the proposal of sustainability indicators that have both theoretical and practical policy formation value in relation to the workforce. These sustainable employment capacity, service delivery capacity and service quality capacity with which policy-makers can gauge their readiness for sustainable growth in tourism employment. The research and application implications for this approach are discussed.     

Teaching HRM in contemporary hospitality management: a case study drawing on HR analytics and big data analysis

In this article, we discuss how hospitality students can leverage new technology and new HRM metrics from a combination of a traditional format case study and innovative data spreadsheets. We offer a teaching case study that combines the strategic dimensions of HRM with practice-driven data analysis anchored in HR analytics and HR big data mining. We argue that this combination helps identify, develop, and promote appropriate managerial skills among students.     

From public to private: Has employment practice changed in Bulgarian hotels?

This study finds a clear shift towards the importance of HRM strategy and the need for change towards service quality [Vachkova, E., Gaidarov, M. (2001). Management of Human Resources in the Global Society, Banki Investicii Pari, 1. Sofia, Bulgaria, pp. 29–35] in Bulgarian hotels 15 years into the post-socialist era. This is not matched by a significant change in improved employment flexibility, more effective career development, improved communications and management style and, most problematic of all, improved training and development. Although managerial statements about the importance of HRM may be rhetorical, the balance of evidence suggests that the legacy of cultural and institutional effects in Bulgaria remains strong and may have created a vacuum that prevents managers from developing the ability and know-how to initiate change, and by implication, improve firms’ performance.     

Asia pacific tourism association fifth annual conference: “Asia Pacific's role in the new millennium”

HRM in tourism &; hospitality: International perspectives on small to medium‐sized enterprises

HRM in Tourism &; Hospitality: International Perspectives on Small to Medium‐sized Enterprises Edited by Darren Lee‐Ross, Cassell (Wellington House, 125 Strand, London WC2R 0BB) ISBN 0–304–70410–5 (hc), 0–304–70411–3 (pb), 1999

Human Resource Management: International Perspectives in Hospitality and Tourism In Norma D'Annunzio‐Green, Gillian A. Maxwell and Sandra Watson eds. The Continuum International Publishing Group Ltd. (The Tower Building, 11 York Road London SE1 7NX England) ISBN 0–8264–5765–7, April 2002     

The effect of effort expenditure,job control and work-home arrangements on negative work-home interference in the hospitality industry

This study investigates the role of job expenditure and job control on negative work-home interference according the Effort-Recovery model. In addition, the role of work-home arrangements, as a measure of home control, is investigated. This study concerns higher educated employees who have been graduated from a business university. Working overtime, work-home arrangements and autonomy were significantly related to negative work-home interference giving proof to the Effort-Recovery model. Especially employees who work in the hospitality industry indicated significantly more working overtime and less being positive about the work-home arrangements while these were the most important predictors of negative work-home interference. The results give directions to what HRM policies organizations should pay attention to, to minimize negative work-home interference and its negative consequences among their employees.