女性高管会提升旅游企业绩效吗?——来自旅游上市公司的经验研究

旅游业是女性就业较为集中的行业。近年来,我国旅游企业中女性高管不断增加,文章以2003-2016年期间我国旅游上市公司作为样本,基于高阶理论构建研究假设,并利用非平衡面板数据建立计量经济学模型,实证研究我国旅游上市公司中女性高管对企业绩效的影响。研究发现,旅游上市企业中女性高管对企业绩效具有显著促进作用;然而,对酒店行业的进一步分析表明,女性高管对酒店企业绩效的正向作用,会因为行业高度竞争压力的存在而受到抑制。研究结果丰富了现阶段女性研究相关文献,也为旅游企业管理决策提供了理论依据和经验支持。     

管理层权力、高管-员工薪酬差距与旅游企业绩效

近年来,高管-员工薪酬差距问题已成为一个全球性的热点问题,企业高管与普通员工之间过于悬殊的薪酬差距所引发的激烈争议和质疑不容忽视。文章基于锦标赛理论、社会比较理论与管理层权力理论,以2006~2012年间的旅游上市公司为研究样本,对管理层权力、高管-员工薪酬差距与企业绩效三者之间的关系进行了理论分析与经验检验。检验结果表明:(1)管理层权力理论在旅游行业并不成立,管理层权力未对高管-员工薪酬差距与旅游企业绩效造成显著影响;(2)高管-员工薪酬差距与旅游企业绩效呈显著的倒U形关系,当高管-员工薪酬差距超过205000.97元的临界值时,薪酬差距继续拉大会对旅游企业绩效产生消极影响。建议旅游企业合理设计薪酬激励机制、优化薪酬结构,防止高管-员工薪酬差距过大引致负面效应。     

服务认知-行为模式对一线员工服务绩效影响研究——以酒店和旅行社为例

在以往的服务管理研究中,服务绩效的影响因素很多,然而没有文献研究员工对服务的概念性界定对服务绩效的影响.基于行为识别理论,文章提出服务认知-行为模式对一线员工的服务绩效存在影响.该研究利用旅行社业和饭店业402名一线服务员工的问卷调查数据,部分验证了所提出的假设,实证结果发现:(1)对顾客理解型服务认知一行为模式具有最高的角色外服务绩效,对工作规范型服务认知-行为模式具有最低的角色外服务绩效;(2)对工作规范型服务认知-行为模式具有最低的角色内服务绩效,对顾客理解型和手段型服务认知-行为模式具有较高的角色内服务绩效.     

饭店员工心理所有权与跨界行为关系研究

一线服务员工因处于组织的边界位置而表现出服务提供、外部代表和内部影响3类跨边界行为,这些行为能够显著提高组织绩效.心理所有权是一种重要的心理状态,以往的研党证实组织心理所有权与员工角色外行为存在积极的关系.然而,跨边界行为不仅包括角色外行为,而且包括角色内行为,并且非常适合于服务组织背景,因此,研究员工组织心理所有权对跨边界行为的影响具有重要的理论和现实意义.文章通过对旅游饭店企业一线服务员工的研究发现,组织心理所有权对外部代表行为和内部影响行为有直接和间接影响,组织心理所有权对服务提供行为有间接影响.这一结论提醒旅游饭店业要培育和提高一线服务员工的组织心理所有权,促使其表现出跨边界行为进而提高组织竞争力.     

我国饭店企业顾客价值实证研究

本研究在整合现有顾客价值理论的基础上,对饭店顾客价值的构成维度进行了实证分析,并基于调研数据对饭店顾客价值与其购买行为之间的关系进行了验证.期待相关的研究结论能有利于饭店企业基于顾客价值的构成维度针对性和系统性地提出顾客价值的提升策略,以服务于饭店企业获取竞争优势的战略目标.     

个体与组织情景因素对旅游服务员工创新行为的影响

在竞争激烈的市场环境中,创新越来越受到旅游企业的重视.由于组织创新往往植根于员工个人的创意,并依赖员工创意的实施,员工是组织创新的微观载体,因此研究旅游服务提供商员工创新行为的驱动力就显得十分重要.研究关注个体与组织情景因素对员工创新行为的影响,同时探讨市场导向、组织学习氛围、自我效能感对员工创新行为的影响.通过对国内某旅游服务提供商320名员工进行问卷调查,对数据进行结构方程模型和回归分析,研究发现自我效能感和组织学习氛围对员工创新行为有正向的影响,市场导向正向调节自我效能感与员工创新行为的关系.研究结论为旅游服务提供商如何促进员工创新行为提供了启示.     

酒店员工安全服务能力与安全服务绩效的驱动关系

员工个体的安全服务能力与员工安全服务绩效的关系是一个影响安全投入决策的重要问题。该研究构建了员工安全服务知识、态度、技能等服务能力要素与员工安全服务绩效间的影响模型,并以酒店业员工作为调研对象,通过结构方程模型进行了实证检验。研究发现,员工安全服务知识、态度和技能等三要素对员工安全服务绩效有显著的正向影响,员工安全服务知识对安全服务绩效具有基础性作用,员工安全服务态度和技能在员工安全服务知识与员工安全服务绩效间具有完全中介效应。     

工作生活质量何以影响员工绩效?——基于旅游业一线员工的调查

该研究从任务绩效和顾客导向的组织公民行为两个视角探讨工作生活质量对员工绩效的影响机制.采用成熟量表对旅游业一线从业员工进行了调查,利用主管-员工的622份配对样本进行了实证检验.结果显示,旅游业一线员工的工作生活质量对于其工作的任务绩效和顾客导向的组织公民行为均有显著的正向影响,并且在对顾客导向的组织公民行为的影响作用过程中,敬业度起到了部分中介作用.此外,在工作生活质量对员工敬业度的影响中,员工的学习目标定向起到了调节作用.高学习目标定向的员工,工作生活质量正向影响其敬业度.而低学习目标定向的员工恰恰相反,其工作生活质量负向影响敬业度.最终,结合实证分析结果,阐释了其对于旅游业管理的意义并给出了实践建议.     

基于SCP模型的我国旅行社业的经营测度

文章基于SCP模型,运用结构方程方法从市场结构、企业行为和企业绩效3大模块构建了我国旅行社业SCP分析模型,并对我国旅行社业的市场结构、企业行为和企业绩效的状况及它们之间的关系进行了定量测度.研究得出:目前我国旅行社业整体绩效很低,净资产利润率有趋近于零的趋势.从3大模块来看,旅行社企业行为是旅行社企业绩效的主要影响因素,而旅行社企业行为受旅行社业市场结构的影响也很大.从3大模块的具体影响因素来看,产品差异性和市场集中度是对市场结构影响最关键的因素,价格恶性竞争的程度是对旅行社业行为影响最大的因素.     

如何提高饭店业一线员工的服务补救绩效:模型与实证

文章应用巴顾兹(Bagozzi)的态度模型,采用结构方程建模方法,构建并验证了基于饭店业一线员工感知视角的服务补救绩效预测模型。实证结果表明:(1)一线员工对授权、培训、奖励以及对饭店进行顾客抱怨管理的感知正向影响其工作满意度;(2)顾客抱怨管理和授权不仅通过一线员工情感变量(工作满意和情感承诺)的中介作用间接正向影响服务补救绩效,还能够直接预测服务补救绩效;(3)一线员工的情感变量是解释员工培训和奖励正向影响其服务补救绩效的完全中介变量;(4)工作满意直接正向影响一线员工的情感承诺,而在工作满意和服务补救绩效之间的间接正向影响关系中,情感承诺变量起到了全部中介效应。文章最后总结了对服务补救理论和饭店业管理实践的贡献。     

Social responsibility and total quality in the hospitality industry: does gender matter?

This empirical study examines the role of gender diversity in top management teams (TMTs) and their impact on corporate social responsibility (CSR), which is an underexplored topic within the hotel sector. Based on stakeholder theory, we argue that the relationship between gender diversity and hotel performance is indirect and mediated by CSR. Our study also analyses how the implementation of total quality management (TQM) and CSR influences hotel stakeholder results, and hence business performance. Using a sample of Spanish hotels, we provide evidence that gender diversity in TMTs increases the level of implementation of CSR within the hotel industry. The results show that the impact of gender diversity on hotel performance is mediated by CSR. The findings also suggest that the adoption of TQM and CSR management philosophies improves the capacity of hotels to benefit their stakeholders, and that this improvement has a positive effect on hotel performance.     

Knowledge sharing in revenue management teams: Antecedents and consequences of group cohesion

The practice of Revenue Management has received widespread acceptance in the international hospitality industry yet a lack of best practice in terms of organizational integration persists. This paper follows the notion that revenue management is first and foremost a human activity, dependent on knowledge exchange and concerted decision within revenue management teams. One critical attribute of effective teams is group cohesion. The authors contrasted communication networks of 38 revenue management teams by means of social network analysis to identify the antecedents and consequences of group cohesion. It was found that industry employment, age and revenue management experience define the structure of communication networks and that awareness of other's expertise is central in explaining differences team performance across the sample. The findings highlight the issue of knowledge asymmetry in teams and suggest that the Revenue Manager occupies a more active role as an information broker in order to enhance group decision making.     

Gender diversity in hospitality and tourism top management teams: A systematic review of the last 10 years

Due to women still accounting for less than a quarter of hospitality and tourism executive-level positions, the purpose of this paper was to identify antecedents to and outcomes of gender diverse hospitality and tourism top management teams, describe potential mediators and moderators to these relationships, and provide directions for future research. A systematic review of gender diversity in hospitality and tourism top management teams (TMTs) was conducted between the years 2010 and 2020, resulting in 26 articles used for the thematic analysis. Antecedents, outcomes, mediators, and moderators of gender diverse hospitality and tourism TMTs were identified. The results indicated female role models, organizational structure, and organizational support as antecedents, while financial performance, business growth, and human resource outcomes were consequences. The resource advantage theory is proposed as an explanation for each of these relationships. This study fills a gap in previous literature by conducting a review of gender diversity, identifying critical gaps, and proposing an overarching theory.     

Leader humility,team humility and employee creative performance: The moderating roles of task dependence and competitive climate

In the unpredictable economic environment, both academics and professionals have been keen to identify effective leadership style that can induce more employee creative performance in work. Prior research has investigated different types of leadership styles and their consequences for employee behavior in work environments. In the recent management literature, humble leadership has been found to generate a number of positive behavioral outcomes among employees. However, relatively little is known about the influences of leader humility on team processes, or about the boundary conditions of these effects. The current study examined first, the relationships among leader humility, team humility and employee creative performance; and second, the moderating role of competitive climate in the moderation effect of task dependence in the relationship between team humility and employee creative performance. Hierarchical linear modeling was applied to analyze the cross-level data with 76 work teams and 531 employees. The results showed that leader humility exerts its impact on team humility, which in turn influences employee creative performance. The effect of team humility on employee creative performance was found to be strongest under high task dependence and high competitive climate. Practical implications regarding how to optimize the positive impact of leader humility are discussed.     

An empirical investigation of corporate entrepreneurship intensity in the casual dining sector

The purpose of this study was to identify the perception and relationships between corporate entrepreneurship (CE) practices and management performance. The use of Morris and Kuratko et al.'s [2002. Sustaining CE: a proposed model of perceived implementation/outcome comparisons at the organizations and individual levels. Paper presented at the 2002 Academy of Management Conference, Denver] Corporate Entrepreneurship Assessment Instrument (CEAI) was used as the survey instrument for this study. A sample size of 1200 unit managers, middle managers, and top management teams (TMTs) within nine casual dining restaurant organizations were surveyed with a response of 522 subjects at a rate of 44%. Responses of the CEAI results were studied using regression analysis and conclusions were drawn to support four out of the six hypothesis originally proposed in determining CE activity and management reinforcement. A post test analysis was also conducted in order to reinforce the previous results of the original study. This study concluded with the determination through an empirical analysis that forms of CE activity and enforcement are currently present within the casual dining restaurant segment.     

酒店及餐饮类上市公司企业价值与财务业绩的实证研究

文章以目前我国证券市场上市的10家酒店及餐饮类公司为研究对象,应用面板数据模型,发现此类上市公司财务业绩与企业价值之间存在着显著的关联性,并且部分财务指标对企业价值具有显著影响。这一研究结果对酒店、餐饮企业的财务及经营管理,对投资者的投资决策,以及对我国证券市场的建设与发展具有一定的参考价值。     

服务营销管理体系与酒店绩效关系的实证研究

已有研究主要探讨某一服务营销管理举措与企业绩效的关系,而在酒店业不同的发展阶段,各种服务营销管理举措发挥作用的程度不同.为了揭示现阶段我国酒店最佳的营销管理组合,我们在充分总结有关研究的基础上,构建了服务营销管理体系对酒店绩效影响的回归模型,随后对全国30多个城市千余家酒店进行了问卷调查,对221个有效样本的分析发现:在酒店服务营销管理体系中,服务创新、服务补救和人员管理决定着酒店绩效,且酒店星级对以上关系存在显著的调节作用.     

Information technology and destination performance: Examining the role of dynamic capabilities

Destinations can be considered as service ecosystems in which independent actors (largely firms) form elements in destination business networks. An understanding of resource capabilities and their configuration in relation to improved firm management, and competitive advantages within destination organisations, has implications for resource integration and ultimately destination performance. This study utilises dynamic capabilities theory and a survey approach with managers in different destination organisations to model resource configuration based on the fundamental role that Information Technology plays in competitive advantages and destination performance. The results confirm that information technologies cannot promote improved performance directly but contribute indirectly through enhancement of capabilities; coordination, integration and flexibility. The results provide implications for understanding links between management advantage and destination performance and competitiveness.     

The influence of hospitality leaders’ relational transparency on followers’ trust and deviance behaviors: Mediating role of behavioral integrity

This paper investigates the effect of leader’s relational transparency on follower organizational deviance through followers’ perception of leader’s behavioral integrity and their trust in leader. Multi-level modeling results from a multisource survey-based field-study with 24 hospitality student project teams (N = 149) show that behavioral integrity mediates the relationship between leader’s relational transparency and follower’s trust in leader. Furthermore, multi-level path analysis suggests that leader’s relational transparency, a team-level construct, exerts a cross-level effect on follower’s organizational deviance through the mediating roles of behavioral integrity and follower’s trust in leader. The study has yielded theoretical and practical implications that are useful for hospitality leaders.