To Empower or Not to Empower? Multilevel Effects of Empowering Leadership on Knowledge Hiding

It is widely acknowledged that knowledge hiding persists and has detrimental effects in service organizations. With organizations increasingly becoming team based, understanding the interactions between supervisor and team members especially how team- and individual-level empowering leadership behaviors influence followers’ knowledge hiding is important. Using data on 527 followers from 60 departments in 19 Chinese hotels, the study proposes a multilevel model to examine the manifestation of two types of empowering leadership (individual-focused and differentiated empowering leadership) and the dual-level processes on followers’ knowledge hiding. Results show that differentiated empowering leadership is positively related to followers’ knowledge hiding via group relational conflict, whereas individual-focused empowering leadership is negatively related to followers’ knowledge hiding via their psychological safety. In addition, follower’s psychological safety buffers the positive relationship between group relational conflict and followers’ knowledge hiding. We discuss the implications on both theory and practice of empowering leadership on knowledge hiding.     

Workplace ostracism and knowledge hiding in service organizations

As a pervasive workplace phenomenon in service organizations, knowledge hiding can cause serious economic losses to companies. This study seeks to identify a new interpersonal antecedent of knowledge hiding, specifically workplace ostracism. We further focus on the moderating roles of negative reciprocity beliefs and moral disengagement in the relationship between workplace ostracism and knowledge hiding in service organizations. Using a time-lagged research design, we collected data from 253 samples in 17 Chinese hotels. As predicted, we found that workplace ostracism was positively related to hospitality employees’ evasive hiding and playing dumb, but not related to rationalized hiding. In addition, we supported a hypothesized three-way interaction involving workplace ostracism, negative reciprocity beliefs, and moral disengagement on evasive hiding and playing dumb, but not on rationalized hiding. In particular, workplace ostracism was most positively related to evasive hiding and playing dumb when both negative reciprocity beliefs and moral disengagement were high. However, workplace ostracism was not related to evasive hiding and playing dumb when service workers have low levels in either or both.     

When and how the psychologically entitled employees hide more knowledge?

The purpose of this study is to examine how psychological entitlement is associated with knowledge hiding behaviors and why some individuals, unlike others, indulge in more knowledge hiding behaviors because of entitlement tendency. Using a time lag study design, we collected data from 241 participants from hospitality sector of Pakistan. The results indicate that psychological entitlement is positively associated with knowledge hiding behaviors and this relationship is mediated by abusive supervision perceptions. Our results also show that hostile attribution bias strengthens the positive impact of psychological entitlement on abusive supervision perceptions. Moreover, the indirect effect of psychological entitlement on knowledge hiding behavior via abusive supervision perceptions is stronger for employees with high levels of hostile attribution bias than employees with low levels of hostile attribution bias.     

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.     

Residents’ support for red tourism in China: The moderating effect of central government

This study proposes and tests a model that incorporates two competing theories of political trust, institutional trust and cultural trust, to examine community support for “red tourism” development. Using data gathered from residents living in close proximity to Jinggangshan Scenic Area in China, this study examines the influence of authoritarian values, particularly as they relate to level of residents’ power, their level of trust in government, and their effects on support for “red tourism.” Findings suggest that trust in central government moderates the relationship between trust in local government and support. Future studies should utilize the institutional trust framework to assess residents’ trust in the local government and the cultural trust framework to assess trust in the central government.     

The evolution of trust in Airbnb: A case of home rental

Airbnb, a leader of P2P accommodation markets, has acknowledged that “trust is what makes Airbnb work” and has implemented several trust indicators over the years: reputation system, impression formation, and certification. We evaluate the changes in these indicators over time: 1. the modification of the reputation system, 2. the removal of hosts’ photos from the main search screen, and 3. the introduction of the Superhost program. We find that the change of the rating system was associated with a small, yet significant, reduction in ratings, that the removal of the hosts’ photos might have eliminated the price premium of trustworthy images, and that Superhost certification involves a price premium, but does not seem to compensate for established reputation.This article also launches the Annals of Tourism Research Curated Collection on Peer-to-peer accommodation networks, a special selection of research in this field.     

When and why organizational dehumanization leads to deviant work behaviors in hospitality industry

This study investigates when and why organizational dehumanization leads to deviant work behavior. Accordingly, aims to investigate the impacts of organizational dehumanization on perceived incivility and deviant work behavior. In addition to this, also investigates the psychological capital as moderator between organizational dehumanization and perceived incivility, while perceived incivility as a mediator between organizational dehumanization and deviant work behaviors (employee time theft and knowledge hiding). A time lag approach: with three-time intervals T1, T2 and T3 respectively was used to collect the data from hotel employees. Results indicate that organizational dehumanization leads to perceived incivility and thereof, perceived incivility propels deviant work behaviors amongst employees. Moreover, employee’s psychological capital played a protective role of reducing the detrimental effects of organizational dehumanization on perceived incivility. This research contributes to literature by considering behavioral outcomes of organizational dehumanization. For managers this study provides insights to minimize organizational stressors to buffer employee deviant behaviors. This study also provides new research avenues in hospitality industry.     

Investigating sustainable tourism heterogeneity: competing orders of worth among stakeholders of a Nordic destination

This paper contributes to increased knowledge of sustainable tourism heterogeneity by identifying how different underlying mindsets characterise negotiations among community stakeholders in a popular Nordic destination. Based on convention theory (orders of worth), this paper theorises how sustainable tourism is negotiated in-between tourism regimes that are shaped by order structures of society. While much research argues for stakeholder heterogeneity by presupposing the influence of a dominant tourism-centric logic, our ethnographic inspired study reveals the co-presence of an “activist” regime that brings about social change among “welfare” and “professional market” regimes. Assessing the disputes among stakeholders we reveal six orders of worth that constitute opposing justifications of sustainable tourism and thus the underlying mindsets of heterogeneity. We discover that stakeholders from various local cultures legitimise their positions quite arbitrarily across the various regimes to question previous theoretical accounts of the community-based perspective. We theorise the challenge of “boundary worth”, i.e. when a tourism initiative receives its identity on behalf of different orders of worth that blurs expectation and intentions. Finally, we argue that activist involvement in a destination can result in “composite compromises” that ease heterogeneity by balancing conflicting regimes without converging to either of the respective logics.     

What factors influence Generation Y’s employee retention in the hospitality industry?: An internal marketing approach

Individuals from Generation Y are entering into the hospitality job market, but little is known about their intention to remain in the hospitality business. The purpose of this study was to examine what factors affect a Generation Y employee’s intention to remain with a hospitality company with respect to internal marketing tactics. Qualtrics, an online survey service company, was used to distribute and collect a self-administered questionnaire survey. A theoretically proposed model was tested using structural equation modeling. The results of this study indicated that “work environment” significantly influence Generation Y employees’ job satisfaction, followed by “empowerment,” “pay,” and “relationships with managers,” which in turn, influences “employee commitment” and “intention to remain in hospitality business.” The implications of the study are discussed.     

Using an intersectionality perspective to uncover older Chinese female's perceived travel constraints and negotiation strategies

This study employed an intersectionality perspective to examine older Chinese female's perceived constraints to pleasure travel and how they negotiated through constraints while accounting for multiple intersected identities of age (older), gender (females), and race (Asian-Chinese). Results showed that eight types of constraints impact their travel behavior: “limited knowledge of tourism,” “health and safety concerns,” “culture shock,” “lack of travel partners,” “low quality service facilities,” “limited availability of information,” “negative reputation of tour guide,” and “few employer-paid vacations.” Study participants also discussed how they negotiated through constraints using strategies, i.e., “word-of-mouth advertising,” “group travel with friends,” “donkey travel,” “finding partners through square dancing,” “children's support,” and “being motivated to taste organic foods and breath fresh air.” The findings provided a glimpse into potential modifications to constraint theory and revealed how tourism marketers can target and serve older female tourists in China by providing opportunities for them to negotiate through constraints.     

The Effects of Travel Agent Characteristics on the Development of Trust: A Contingency View

Abstract

Trust is a key factor in the establishment of long-term relationships between travel agents and their customers. Prior research across service industries has documented that both “person-related” (e.g., empathy, politeness, and customer/service representative similarity) and “offer-related” (e.g., customization, competence, reliability, and promptness) service representative characteristics have an impact upon trust. However, the relative importance of these characteristics, and in some cases the direction of their relationships with trust has varied across studies. In this paper, we posit a contingency model of trust, suggesting that within the travel agency industry, the effects of the above variables on trust will be moderated by length of customer/service provider relationship. Our model is tested in a business-to-business context by means of a mail survey involving 487 small business owners. The small business owners provided data about their relationships with their travel industry service providers (i.e., agents). Our results demonstrate how corporate travel agencies can work toward the establishment of trust with their clients under varying market conditions.     

Exploring Disagreement Prevention and Resolution in Travel Decision-Making of Young Chinese Travelers

This study examines the decision-making processes of young Chinese travelers, with a particular interest in understanding points of disagreement and resolution processes. On the basis of interviews with 25 young Chinese travelers, this study found that while a small number of travelers did not perceive any disagreement, or did not voice their disagreement, the majority of interviewees described the decision-making process as being characterized by periods of disagreement. It was found that Chinese cultural values including “forbearance” and “authority” influence travelers’ disagreement prevention. The strategies for disagreement resolution were primarily influenced by two Chinese cultural values: “reciprocity” and “conformity”.     

When and how does leader humor promote customer-oriented organizational citizenship behavior in hotel employees?

This study explores whether leader humor can encourage staff to exceed job expectations in their positive behavior toward customers, even in the notoriously stressful context of the hospitality industry. Based on our findings, leaders who use humor are more likely to prompt employees to engage in customer-oriented organizational citizenship behavior (OCB). Leader humor affects customer-oriented OCB through the mediating effect of relational energy. In addition, employee traditionality and relational energy differentiation moderate the process. Using time-lagged data collected from 456 employees in 71 teams in China’s hotel industry, this study adds significant knowledge to the under-researched area of humor and leader humor in the hospitality industry. The findings suggest that hospitality leaders can implement humor to obtain positive effects by raising relational energy and triggering customer-oriented OCB, particularly among less-traditional workers and in situations of low relational energy differentiation.     

内部营销视角下饭店员工忠诚度研究

目前随着饭店行业竞争的不断加剧,人才保留和员工忠诚受到了管理实践者的极大重视.本研究从内部营销视角出发,以中国饭店业为研究对象,分析员工信任、满意和组织承诺对饭店员工态度和行为忠诚的递推影响作用.实证研究发现,员工信任和满意通过组织承诺影响员工态度忠诚,最终影响员工行为忠诚.因此,饭店行业的管理者在强调通过物质利益树立员工忠诚度的同时一定不能忽视员工心理状态对于忠诚度的影响作用,更要充分利用组织承诺的效能来降低员工流动率.     

Drivers of hotel employee’s voice behavior: A moderated mediation model

This study developed and tested a moderated mediation model for examining the relationships among person-organization fit (P-O fit), employee voice, employees’ perceived nature of the work and employees’ perceived functional quality of their services. Using 265 frontline employees from several 3 star hotels in Taiwan, the analytical results show that P-O fit is positively related to employee voice, and that employees’ perceived nature of the work mediates the positive relationship between these two variables. The analytical results also show that employees’ perceived functional quality of their services moderates the direct effect of P-O fit on employees’ perceived nature of the work, as well as the indirect effect of P-O fit on employee voice via employees’ perceived nature of the work. Theoretical and practical implications for the hospitality literature and hotel practitioners are discussed herein.     

Enhancing employee voice to advance the hospitality organization’s marketing capabilities: A multilevel perspective

Increased pressure to remain competitively viable necessitates that hospitality organizations are responsive to the market. Through a theory of cooperation and competition lens, this study examines how hospitality organizations can enhance their market responsiveness via the mechanism of employee voice. Using multi-level data from 75 U.S. chain restaurants, results show employee-organization goal alignment builds employee efficacy necessary to exhibit effective prosocial voice and fortifies the organization against misaligned employee goals that potentially lead to ineffective, defensive, or acquiescent, voice behavior. At the restaurant level, unit level prosocial voice had a positive impact on the organization’s marketing capabilities through the support of a participatory organizational climate, providing evidence that enhancing employee voice is a viable marketing strategy to advance marketing capabilities.     

Reconnoitering relationships among value,trust, affect,and loyalty at association events

Meetings and conventions organized by associations are considered the most competitive industry segment due to the number of associations and their frequency of regular meetings and events. The success of association events may result from greater attendees' loyalty. This loyalty, in turn, may be determined by association event value they received from the event, trust in the association, and by feelings or affect elicited by the association. However, little research has been done on the value of attending an association event in relation to association trust and affect, leading to loyalty toward an association and association event. The purpose of this study is to investigate the relationship among “association event value,” “association trust,” “association affect,” and loyalty in the context of association events. The survey has been disseminated to those who had attended an association event no more than 1 year prior to taking the survey. Confirmatory factor analysis and structural equation modeling were used to test the hypotheses. The findings suggest that attendees' perceived value at an association event builds loyalty toward the association. In addition, association trust and affect mediate the relationship between value and loyalty toward the association.     

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).     

An Examination of the Relationship Between Employee Perception and Hotel Brand Equity

Brand management stresses the importance of satisfying the needs of external customers. Employee branding management shows an evolving trend as employees begin living the brand. It is, therefore, necessary that employees are convinced by the hotel brand prior to having confidence to “sell” the brand to customers. The present study aims to investigate employee perception toward hotel brand equity, particularly in the Hong Kong hotel industry. Factor analysis is used to identify four underlying factors—namely, employee commitment, employee engagement, employee identification, and service quality. The four constitute the perception of the employee on the evaluation of the brand. Correlation analysis is employed to examine relationship among the underlying factors and three dimensions of hotel brand equity—including brand image, brand awareness, and perceived quality. Moderate association is generally noted, and perceived quality has the most significant relationship with employee perception on brand equity. Managerial implications on employee branding management are introduced to hotel management. Topics for future research are also recommended.     

Contesting authentic practice and ethical authority in adventure tourism

This paper examines the discourses of authenticity and ethics employed by adventure tourists regarding the use of the natural environment. In one case, full-time traveling rock climbers use their dedication to the sport and annual visits to the Red River Gorge as evidence for their authoritative voice on ethical climbing practice. While they identify the growing numbers of leisure climbers as a problem for sustainability, many also take up temporary employment as guides and are directly involved in the introduction of new climbers to the area. In another case, two groups of wilderness enthusiasts – “ADK 46ers” and “Summit Stewards” – lament the environmental and social impacts of other recreational users in the Adirondack Park. Despite being visitors themselves, Summit Stewards and 46ers use their sense of place and knowledge of Adirondack history and ecology to substantiate their authority as purveyors of ethical practice. In both cases, senses of responsibility are inspired by senses of place, but are articulated through notions of authenticity and used as justification for ethical authority. While validating their presence in these outdoor spaces, the use of such rhetoric also minimizes their own impacts yielding further tensions among user groups.