Customer relationship management in small–medium enterprises: The case of Turkish tourism industry

In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication.     

Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations

This study empirically examined which restaurant experiences trigger customers to engage in positive electronic word-of-mouth (eWOM), where the quality of restaurant service (food quality, service quality, atmosphere, and price fairness) is the antecedent of eWOM communication. The results of this study suggest that (1) restaurants’ food quality positively influences customers to spread positive eWOM, motivated by their desire to help the restaurant; (2) satisfactory restaurant experiences with service employees triggered positive eWOM, motivated by the need to help the restaurant or to express positive feelings; (3) a superior atmosphere in restaurants elicited positive eWOM motivated by a concern for others; and (4) price fairness in restaurants did not drive restaurant customers toward eWOM. Additionally, this study investigated sources of positive eWOM and types of eWOM media used among opinion leaders in the restaurant industry to enhance the practical implications of the study regarding online marketing. Because of the small number of opinion leaders in the study sample, specifying who the opinion leaders were (the source of eWOM) and the type of eWOM media the opinion leaders used had no effect. Further discussion and implications are provided in the text.     

An examination of the nature of the relationship between Leader-Member-Exchange (LMX) and turnover intent at different organizational levels

The present study investigates the nature of the relationship between Leader-Member-Exchange (LMX) quality and turnover intent in the South Korean hospitality industry. Self-administered survey questionnaires were collected from 232 frontline workers as well as 88 supervisors employed in hotel properties. Prior research has produced mixed results, finding linear relationships between LMX quality and turnover intent in some studies and non-linear relationships in others. Traditional hierarchical regression analyses were performed to test the nature of the relationship in these two samples. We found evidence for a U-shaped curvilinear relationship between LMX and turnover intent for non-supervisory employees, but only a linear relationship for supervisory employees. Conceptual and practical implications and recommendations for future research are provided.     

Mediating role of job stress between work-family conflict,work-leisure conflict,and employees' perception of service quality in the hotel industry in France

This study investigates the relationships among work-family conflict (WFC), work-leisure conflict (WLC), job stress, and quality of service. This study examines the mediating role of WLC between WFC and job stress. Also, it tests the mediator effect of job stress between WFC, WLC, and quality of service. Data were collected from employees in interaction with customers (648) in the hotel industry in France. The results indicate that WFC and WLC have a positive influence on job stress. The analyses of indirect effects tests based on a bootstrap analysis (Preacher &; Hayes, 2004 Preacher, K. J., &; Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, &; Computers, 36, 717–731.[Crossref], [PubMed] , [Google Scholar]) showed an indirect effect between WFC and job stress. Similarly, the results demonstrated that job stress mediates the relationship between WFC, WLC, and quality of service. The results of the study provide implications for managing employees in the hospitality and tourism industries.     

Exploring the Interrelationship between Convention and Visitor Bureau (CVB) and its Stakeholders,and CVB Performance from the Perspective of Stakeholders

This study examines the interrelationship between the convention and visitor bureau (CVB) and its stakeholders by identifying the respective relationships between relationship constructs (information asymmetry, goal conflict, and interdependence) and collaborative relationship. This study also develops CVB performance measurements using the balanced scorecard (BSC) and identifies the underlying dimensions of the measurements. The findings show that information asymmetry between CVBs and stakeholders does not necessarily influence stakeholders’ perceptions of CVBs’ performance via collaborative relationship. Meanwhile, goal conflict and interdependence are found to affect collaborative relationship which, in turn, impacts CVB performance. Implications are discussed.     

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.