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.     

How Does the Work Status Affect Employees’ Job Attitude and Behavior in the Hotel Industry?

The study focuses on how work status impacts employees’ perception of job satisfaction, organizational commitment, and job performance in the hotel industry. Also, it explores whether supervisors perceive employees’ job attitudes and behavior in the same way as they perceive. Data were collected from a self-administered survey for five-star hotel employees and supervisors in Seoul, South Korea. A total of 335 valid responses were collected from 280 employees and 65 supervisors and analyzed by using structural equation modeling. The results of the study indicated that nonstandard employees expressed higher job satisfaction and higher organizational commitment but perceived lower job performance than standard employees did. Work status had no significant moderating effect on the relationships between job satisfaction, organizational commitment, and job performance; however, the results of this study indicated that supervisors’ perceptions of nonstandard employees’ job satisfaction, organizational commitment, and job performance were quite different from those of the nonstandard employees themselves. This study suggests that hotel operators should develop strategies to fully utilize nonstandard employees who reveal potential for quality service to guests.     

Why is hospitality employees’ psychological capital important? The effects of psychological capital on work engagement and employee morale

This study examines work engagement as a partial mediator of the effect of psychological capital (PsyCap) on employee morale in a sample of hotel employees. A survey was carried out with 312 front-line staff from 15 five-star hotels in Seoul, Korea. A one-month time-lag design (Time 1: PsyCap and work engagement; Time 2: employee morale) was used to reduce potential common method bias. The hypothesized relationships in the model were tested using structural equation modeling. The results suggest that work engagement partially mediates the effect of PsyCap on job satisfaction and affective organizational commitment. Specifically, front-line employees with high PsyCap are more engaged with their work and more likely to display job satisfaction and affective organizational commitment. The study concludes with a discussion of its empirical findings, strengths, theoretical contributions, and practical implications. Limitations and their implications for future studies are also reviewed.     

An examination of the links between corporate social responsibility (CSR) and its internal consequences

The purpose of this study is to examine the links between Corporate Social Responsibility (CSR) and its internal consequencesusing the hotel employees' CSR perception, Quality of Working Life (QWL), affective commitment, organizational citizenship behavior (OCB), and job performance. Although CSR has been widely studied from the perspective of employees, no previous study has related it to QWL in the field of hospitality research. Applying relevant theories, the study empirically substantiates the connection between the constructs and provides theoretical and practical implications. The results, drawn from data collected from hotel employees in upscale hotels in South Korea, show that hotel employees' CSR perception of the firm positively influences their QWL, affective commitment, and organizational citizenship behavior, which, in turn, enhance their job performance.     

Disentangling organizational commitment in hospitality industry: The roles of empowerment,enrichment, satisfaction and gender

This Paper identifies how the motivational strategies of empowerment and enrichment affect on the organizational commitment of hotel staff, and how the job satisfaction mediates in these relationships. We applied a Structural Equations Modeling to a sample of 257 front line hotel employees from Madrid, of which 144 were men and 113 were women. Our results provide evidence about several contributions: first, employees empowerment significantly grows job enrichment and organizational commitment; second, job enrichment increase workers’ satisfaction and commitment; third, job satisfaction enhances organizational commitment; fourth, job enrichment plays a mediating role between empowerment and both satisfaction and organizational commitment; fifth, satisfaction mediates between enrichment and commitment; finally, gender moderates the relationship between enrichment and commitment.     

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.     

Job Satisfaction,Organizational Commitment,and Internal Service Quality

Abstract

The purpose of this study, was to create a case study in employee attitudes on job satisfaction, in a major Las Vegas, Nevada hotel/casino. To accomplish this, the authors specifically investigated the discrete level of their job satisfaction, internal service quality, and organizational commitment. They also explored the overall impact of job satisfaction and internal service quality on employee organizational commitment. Currently there is no reported research on the simultaneous examination of these three variables. The results of this study have practical applications given the size and the nature of the casino business, in which a large number of employees may be assembled in a single location, and where employees may move easily from one property to another.     

Impact of organizational socialization tactics on newcomer job satisfaction and engagement: Core self-evaluations as moderators

This study proposes and tests a new model in which newcomer core self-evaluations (CSE) moderate the effects of organizational socialization tactics (OST) on job satisfaction and work engagement. Data were collected in nine luxury hotels in China and a total of 161 parent respondents with 5000 bootstraps were analyzed using structural equation modeling technique. The results from this study indicate that newcomer job satisfaction and work engagement each is predicted by institutionalized OST directly and positively. They also indicate that CSE moderates the relationship between OST and job satisfaction, but not the one between OST and work engagement. In particular, hotel newcomers high on CSE are much more adept, than their low CSE counterparts, at translating their organizational advantages of institutionalized OST into job satisfaction. These findings as well as their theoretical and practical implications are discussed within the contexts of organizational socialization research and hotel human resource development practices.     

Hospitality diversity management and job satisfaction: The mediating role of organizational commitment across individual differences

The present study examines the effects of diversity management on hospitality employees’ organizational commitment and their job satisfaction taking into account individual differences. A representative sample of hotel workers were surveyed in the Canary Island, one of the main tourist destinations in the world, which receives over fifteen million tourists a year. Using moderated mediation analyses, the study confirms our hypothesis that employees’ perceptions of diversity management have a positive and significant direct effect on job satisfaction. In addition, an indirect effect through employees’ organizational commitment was found. Results support the moderating role of age, but not of ethnic origin or gender on the proposed mediation. From a managerial perspective, hoteliers should be encouraged to consider diversity management when they plan their human resource policies due to its positive effects on employees’ job satisfaction and organizational commitment.     

TOURISM INVOLVEMENT,WORK ENGAGEMENT AND JOB SATISFACTION AMONG FRONTLINE HOTEL EMPLOYEES

This study examined the relationship among tourism involvement, work engagement and job satisfaction in the hotel industry. Data was gathered from 336 frontline employees of 20 international hotels in Taiwan and was analyzed via structural equation modeling. Findings show that tourism involvement is positively related to work engagement, while both tourism involvement and work engagement are positively related to job satisfaction. Work engagement was found to partially mediate the relationship between tourism involvement and job satisfaction. Implications for hotel managers, limitations and future research directions are discussed.     

The Impact of Self-Efficacy on Job Outcomes of Hotel Employees

Abstract

This study aims to examine the effect of self-efficacy on job performance, job satisfaction, and affective organizational commitment using data collected from employees in three-, four-, and five-star hotels in Northern Cyprus as its setting. The research hypotheses were tested using LISREL 8.30 through path analysis. The model test results demonstrated that self-efficacy is a significant determinant of job performance. This study, however, failed to find a significant positive association between self-efficacy and job satisfaction. Although not hypothesized, the results of the present study revealed that job performance mediates the impact of self-efficacy on job satisfaction. In addition, the results of the path analysis showed that self-efficacy is among the significant predictors of affective organizational commitment. The model test results provided empirical support for the rest of the hypothesized relationships. Specifically, the path-analytic findings indicated that job satisfaction exerts a significant positive influence on affective organizational commitment. The model test results also demonstrated that job satisfaction and affective organizational commitment are negatively associated with intention to leave. Discussion of the results, implications for hotel managers, and future research directions are presented in the study.     

The COVID-19 pandemic: The mitigating role of government and hotel support of hotel employees in Egypt

We investigated the effect of government support of hotels on hotels' employee support (namely, health support, staff retention, and staff training) and consequently on employee job satisfaction and organizational commitment, through the moderating role of perceived overall organizational justice and ethical climate, during the COVID-19 pandemic. Using a quantitative approach and a framework that drew on the stakeholder and organizational support theories, we collected data from 669 employees in Egyptian hotels through a web-based survey. The results support the proposed framework and show a positive effect of government support through the strengthened perception of perceived overall organizational justice. Surprisingly, findings indicated that the association between job satisfaction and organizational commitment is significantly and negatively influenced by hotel ethical climate. Furthermore, job satisfaction partially mediates the association between hotels’ support of employees and organizational commitment. The study holds important implications for both theory and practice.     

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.     

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.     

The Effect of Educational Level on Job Satisfaction and Organizational Commitment: A Case Study in Hospitality

ABSTRACT

The hospitality industry is characterized by the close personal interaction between employees and customers. Consequently, the study of certain constructs that influence this relationship, such as organizational commitment and job satisfaction, is a key factor in ensuring business success. Furthermore, there are a number of variables that can, in theory, help to explain the levels reached by these constructs, one of the most important being educational level. Using this as our starting point, this article aims to determine the effect of educational level on the job satisfaction and organizational commitment of hotel employees in the province of Cordoba, Spain. As such, the study found that educational level does not influence job satisfaction. However, it does have an inverse effect on organizational commitment where the lower the educational level of employees, the higher their commitment. This result is consistent with the temporal component of both constructs, since job satisfaction is related to more ephemeral influences while organizational commitment is related to job security. In this respect, the study determined that employees with a lower educational level are more affected by the lack of job opportunities and more likely to express higher levels of gratitude for the job they have been able to secure and maintain. Knowledge of this relationship can be useful in designing more successful ??human resource strategies, such as employee recruitment, job profiles, and training schemes.     

Why hotel employees care about Corporate Social Responsibility (CSR): Using need satisfaction theory

The aim of this paper is to investigate hotel employees’ the perception of CSR practices of their firms, within the foundations of need satisfaction theory. The proposed model examines the relationships among types of Corporate Social Responsibility (CSR), Quality of Work Life (QWL), job satisfaction, and the levels of job position. Structural Equation Modeling (SEM) was used to test the relationships in the model. The results demonstrate that hotel employees’ perceived CSR had a positive effect on their basic and growth needs of QWL and QWL led to job satisfaction. The effects of CSR on QWL were stronger among managerial level employees compared to lower level ones. The findings provide better insights to the underlying mechanism through which type of CSR perceptions of employees influences job satisfaction in hospitality companies where these internal stakeholders become a key to attain competitive advantages.     

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.     

How the COVID-19 pandemic affected hotel Employee stress: Employee perceptions of occupational stressors and their consequences

This study sought to examine the impacts of the global coronavirus pandemic on hotel employees’ perceptions of occupational stressors and their consequences. Paired t-tests and structural equation modeling were applied to examine the responses of 758 hotel employees in the United States. The findings showed that occupational stressors after the outbreak of the pandemic consisted of three domains: traditional hotel-work stressors, unstable and more demanding hotel-work-environment stressors, and unethical hotel-labor-practices-borne stressors. The impacts of these stressors differed from the hypothesis that traditional hotel-work stressors positively affect job satisfaction and organizational commitment. The findings showed that job satisfaction and organizational commitment significantly explained job performance, subjective well-being, and prosocial behavior, but they did not significantly influence turnover intention. Hotel employees’ pre-pandemic perceptions of occupational stressors and their consequences also differed significantly from their perceptions after the pandemic had broken out.     

Nexus between CSR and DSIW: A PLS-SEM Approach

Various studies have acknowledged the significance of “Corporate Social Responsibility” (CSR) for enhancing organizational performance. However, less is known about it’s micro-level impact on employees’ working behavior, including employees’ “Desire to have a Significant Impact through Work” (DSIW) in the airline industry. Therefore, this study offers a new insight by testing a proposed parallel-sequential multiple mediator conceptual model, for assessing the nexus between CSR and employees’ DSIW in the airline industry. Proposed conceptual model is adapted from John et al.’s (2019, 2017) DSIW related models, for investigating the potential sequential and parallel multiple mediation of employee engagement, organizational pride and organizational identification, in the nexus between CSR and employees’ DSIW. Further, PLS-SEM approach was employed for analyzing the data, collected from 640 respondents, working in a well-reputed airline in Malaysia. Findings confirmed a partial mediation of employee engagement, organizational pride and organizational identification, for determining the nexus between CSR and employees’ DSIW, in the airline industry. Furthermore, findings of our post-hoc analysis have also revealed that, employees working on the non-managerial positions, are more influenced by organizational policies, towards CSR related initiatives in the airline industry. However, more similar studies should be conducted to further validate these outcomes, in the other sectors (e.g. food and beverages, lodging and recreation etc.) of the hospitality industry.     

Linking employee attitudes and behaviors with business performance: A comparative analysis of hotels in Mexico and China

Organizations have been studied extensively through the lenses of employee attitudes and behaviors, yet links with organizational performance have not often been considered. This research uses established measures of commitment, job satisfaction and organizational citizenship behavior (OCB) to analyze data obtained from workers in a multinational hotel chain operating in Mexico and China. Mexico and China are selected due to their importance as emerging global markets. Quantitative analysis shows significantly different levels of commitment, job satisfaction and OCB in line with low and high performance in these national hotel groups. The research finds that commitment, job satisfaction and OCB are associated significantly with financial performance, but not with guest satisfaction.