The effect of manager mobbing behaviour on female employees’ quality of life

The purpose of this paper is to examine the effect of manager mobbing behaviour on female employees’ quality of working life and overall quality of life. A mobbing behaviour may be a long-term hostile behaviour detected in employees at workplaces. A total of 373 female employees who work in five-star hotels in Turkey participated in this study. First, correlation analysis was performed between manager mobbing behaviour and female employees’ quality of working life, and overall quality of life. The results of the study revealed that there was a negative correlation between manager mobbing behaviour and female employees ‘quality of life. Second, the structural equation model was applied to analyse the relationship among these three constructs. The results of this analysis showed that managers’ mobbing behaviour has a significant negative effect on female employees ‘quality of working life and overall quality of life. In addition, employees’ quality of working life influences their overall quality of life.     

Modelling roles of task‐technology fit and self‐efficacy in hotel employees' usage behaviours of hotel information systems

The purpose of this study was to examine the relationship between hotel information system (HIS) users' personal perceptions and beliefs of the given system and their daily routine usage intention via the technology acceptance model (TAM), considering the two external variables (motivational variables) of the model — ‘task‐technology fit’ (extrinsic motivation; system feature) and ‘self‐efficacy’ (intrinsic motivation; personal feature). Data were collected from hotel employees of 13 upscale hotels in Jeju, South Korea, and path analysis was utilised to test structural model and hypotheses. The results provided empirical support for an extended TAM, and verified its robustness in predicting hotel employees' intention to use a HIS. Copyright © 2010 John Wiley & Sons, Ltd.     

The antecedents and consequences of job stress of flight attendants – Evidence from Taiwan

This study investigates the relationships between the antecedents of job stress, such as work-to-family and family-to-work conflicts, and consequences, such as job satisfaction, organizational commitment and turnover intentions, of flight attendants who are typically characterized as undertaking ‘emotional labor’. Using a sample of flight attendants collected from Taiwanese airline companies, the study reveals evidence of the following linkages; family-work conflict → job stress → job satisfaction → organizational commitment → turnover intention.     

The moderating effect of safety image on Guests' perceived risk and revisit intentions in luxury hotels

This study explores the relationship between perceived risk and intention to revisit, based on four core dimensions of the subjectively perceived risk of luxury hotel guests to hotel safety image. In particular, this study innovatively uses the four dimensions of hotel safety image as moderating variables to explore how the relationship between perceived risk and intention to revisit is affected. The results from the 573 valid questionnaires show that perceived risk has significant negative effects on revisit intention, hygiene control significantly and negatively moderates the negative relationship between perceived risk and revisit intention, and self-service technology significantly and positively moderates the negative relationship between perceived risk and revisit intention. These results complement the application of customer perceived risk and hotel safety image in luxury hotels in the context of natural disasters and provide hotel managers with new perspectives on marketing and decision making and how to improve competitiveness.     

Organisational commitment with respect to gender variable in hospitality: a Turkish case study

This study examines differences in organisational commitment with respect to gender in five-star hotels in Ankara, Turkey. The study was conducted on 397 employees: 234 males and 163 females. The study indicated that the ‘Attitudinal Commitment’ factor as part of the organisational commitment scale was not statistically significant between female and male employees. However, the study also found that there are significant differences between female and male employees with respect to the ‘Behavioural Commitment’ factor of the scale; males reported higher levels in their behavioural commitment than their female counterparts did. This finding is also consistent with the results obtained from multivariate analysis of variance (MANOVA) in which the independent variable was gender and the two delineated factors were dependent variables. Gender differences in the ‘Behavioural Commitment’ factor remained significant with multivariate analysis of co-variance analysis while controlling for such variables as age, marital status, monthly income level, educational level, type of department, length of time in this organisation, length of time in the tourism sector, and frequency of job changes. However, the significance was mostly attributed to the moderating role of ‘monthly income’.     

Job Embeddedness as a Moderator of the Impact of Organisational Justice on Turnover Intentions: a Study in Iran

The purpose of this study was to examine job embeddedness as a moderator of the effects of distributive, procedural and interactional justice on turnover intentions. This study also investigated the relationship between the aforementioned justice dimensions and turnover intentions. Data were gathered from a sample of full‐time frontline hotel employees with a time lag of 2 weeks in Iran. The results demonstrated that the negative effects of distributive, procedural and interactional justice on turnover intentions were stronger among frontline employees with high levels of job embeddedness. The results further revealed that these justice dimensions had negative relationships with turnover intentions. Copyright © 2012 John Wiley & Sons, Ltd.     

Long-run causality between customer satisfaction and financial performance: the case of Marriott

Prior research that examines the relationship between customer satisfaction and financial performance (FP) in the hotel sector assumes that changes in customer satisfaction lead to changes in the FP of hotels. This research note aims to bridge the gap by looking into the possibility that FP of hotels may lead to increase in customer satisfaction with the annual data of Marriott from 1995 to 2016. To study the existence of long-run interactions between customer satisfaction and FP with firm size that is proxied by number of employees as the control variable under small sample size condition, the presence of cointegration among these variables with different appropriate dependent variable is investigated with the bounds testing approach. The obtained results suggest that there is a positive long-run causality from FP to customer satisfaction, and customer satisfaction has no effect on FP in the long-run. This study also finds that firm size has no impact on customer satisfaction. Explanation on each of these findings is provided in the conclusion. The selected sample and availability of data limit the generalisability of the findings of this study. Different hotel brands, measurements and analysis techniques will further the understanding in this field.     

The negative effects of travel friction among road warrior salespeople

Dubbed as road warriors in the popular press, there is a select group of business traveling dealmakers that take at least four trips by commercial airline and stay in hotels at least thirty-five nights in a given year. These high value employees have often been subjected to cost-focused travel policies potentially to the detriment of their well-being. From a theoretical viewpoint, the boundaries of the existing sales literature are expanded to show how this unique group of salespeople, road warriors, face stressors and how these relate to major sales focused outcomes (job satisfaction, organizational commitment, and turnover intentions). Further, this study adds an additional construct, travel friction, into the literature, yielding support for the importance of developing our understanding of this construct. Travel friction is found as a significant antecedent to both work-family conflict and emotional exhaustion. Moreover, through emotional exhaustion both travel friction and work-family conflict ultimately manifest in reduced job satisfaction, diminished organizational commitment, and increased attrition risk. The lack of business travel in the short-term due to the global pandemic offers corporate travel managers a unique opportunity to pause and recalibrate their travel policies to focus more on traveler well-being. Practical suggestions from travel experts that can potentially help to mitigate travel friction among road warriors are offered.     

Employee Turnover Intention Among Newcomers in Travel Industry

The continual high turnover rate in the tourism and hospitality industry is the most problematic managerial topic. Using a sample of 304 travel agency employees, this research aims to identify differences in turnover antecedents between newcomers from graduate school or other industries and newcomers from the same industry. The results suggest several differences in both newcomer groups. Supervisor support is an antecedent for veterans, whereas personnel management, prospects and job‐related factors are only significant for neophytes. External causes were revealed as the most significant antecedents in both groups, whereas co‐worker support was not significant for turnover intention in either group. Copyright © 2012 John Wiley & Sons, Ltd.     

Islamic Work Ethic,innovative work behaviour,and adaptive performance: the mediating mechanism and an interacting effect

This study’s focus is on the relationship between Islamic Work Ethic (IWE) and adaptive performance with the mediating role of innovative work behaviour (IWB) and moderating role of ethical leadership among hospitality sector employees in Pakistan. Data were collected using questionnaires from 257 employees working in various hotels across Pakistan. Results indicate that IWE significantly predicts adaptive performance both directly and indirectly through IWB. In addition, results also confirm the moderating role of ethical leadership between IWE and IWB. Theoretical and practical implications are discussed.     

The impact of abusive supervision and co-worker support on hospitality and tourism student employees’ turnover intentions in Ecuador

Ram (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) posits that violence and harassment are areas of concern within the hospitality industry, and scholarly interest in abusive supervision in the workplace has grown since the last decade. This study extends Ram's (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) assertion by examining the effect of abusive supervision experiences on student employees’ turnover intentions in a hospitality and tourism context in a high power distance culture, Ecuador. The results showed that abusive supervision was positively related to turnover intentions, and its effect was stronger than co-worker support, with the abusive supervision–turnover intentions relationship being fully mediated by perceived organizational support (POS). In addition, co-worker emotional support was found to attenuate the negative effects of abusive supervision on POS. All in all, the findings highlight the roles of POS in explaining the relation between abusive supervision and turnover intentions and co-worker emotional support in buffering the negative effect of abusive supervision. The important role of culture is discussed.     

Investigating the selected consequences of boreout among cabin crew

Boreout threatens service workers' well-being and performance at work. However, empirical research about the consequences of boreout among cabin crew is silent. With this realization, our study tests reading of passenger needs and work engagement (WENG) as the two parallel multiple mediators between boreout and service-oriented organizational citizenship behaviors (SOOCBs). Data came from employees in the aviation industry in South Korea. The results from structural equation modeling reveal that cabin crew's perceptions of boreout mitigate their reading of passenger needs, WENG, and SOOCBs. In addition to these findings, both reading of passenger needs and WENG partly mediate the relationship between boreout and SOOCBs. The findings based on the use of the phantom variables suggest that WENG is a more proximal variable to SOOCBs than reading of passenger needs in the association between boreout and SOOCBs. In view of the abovementioned findings, our study offers implications for practice within the penultimate part of the paper.     

The effects of perceived crowding,emotional dissonance,and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry

Using Conservation of Resources (COR) theory and Stressor–Strain–Outcome (SSO) model as the theoretical underpinnings, this study proposes and tests a research model that examines emotional exhaustion as a mediator of the impact of emotional dissonance on service recovery performance, turnover intentions, and absenteeism. The model also investigates the mediating role of emotional dissonance in the relationship between perceived crowding and emotional exhaustion. Data obtained from ground staff in the low cost airline industry in Turkey were used to gauge these relationships. The results from structural equation modeling suggest that passenger crowding as perceived by ground staff results in emotional dissonance that in turn heightens emotional exhaustion. The results further suggest that emotional exhaustion fully mediates the effect of emotional dissonance on turnover intentions and absenteeism. Interestingly, the results suggest that the impact of emotional dissonance on service recovery performance, mediated by emotional exhaustion, is positive. Theoretical and management implications based on the aforesaid findings are discussed in the paper.     

Perceived organizational support as the mediator of the relationships between high-performance work practices and counter-productive work behavior: Evidence from airline industry

In light of Signaling theory, this study investigates the mediating role of perceived organizational support (POS) in the relationship between high-performance work practices (HPWPs) and counterproductive work behavior (CWB). Judgmental sample of flight attendants in Iran was used to asses this relationship. The results of multiple regression analysis indicate that empowerment, reward and promotion as indicators of HPWPs are negatively related to CWB. Further, the results support the mediating role of POS in this relationship. Specifically, results indicate that POS acts as the partial mediator in the relationships between empowerment, reward and CWB. Moreover, results support full mediating role of POS in the relationships between promotion and CWB. This study advances our understanding of organizational level antecedents of CWB and mediating role of POS as the social mechanism through which HPWPs predict employees’ behavioral outcomes.     

Organizational trust and safety operation behavior in airline pilots: The mediating effects of organizational identification and organizational commitment

As an important issue for the sustainable development of a country, aviation security is important for either the development of aviation enterprises or the stability and orderliness of the whole society. Therefore, the main purpose of this study was to explore the roles of organizational trust, organizational identification, and organizational commitment in safety operation behavior (SOB) for one hundred forty-three airline pilots. Correlation analysis indicated that organizational trust, organizational identification, organizational commitment, and SOB were significantly correlated with each other. Bootstrap analysis showed that airline pilots' organizational identification and organizational commitment mediated the relationship between their organizational trust and SOB in aviation. Implications for research and instructions for how to improve airline pilots’ SOB in aviation are discussed.     

Do global airline alliances influence the passenger's purchase decision?

This study examines the influences of airline global alliances on the purchase intention of international air passengers in Taiwan. The findings indicate positive relationships between global airline alliances, brand equity, brand preference and purchase intention with a moderation effect of involvement impacting on the relationship between global airline alliances and brand equity, and the relationship between brand preferences and purchase intention. In particular, for highly involved passengers, the effect of global airline alliances on brand equity, and brand preference on purchase intention, is significant.     

Impact of ethical leadership on creativity: the role of psychological empowerment

This study examines the relationship between ethical leadership and employee creativity with mediating role of psychological empowerment. Data were collected from 183 supervisor–subordinate dyads in different hotels across Pakistan. Confirmatory factor analysis confirmed the distinctiveness of variables used in our study. The results also confirmed that ethical leadership promotes creativity at workplace, while psychological empowerment mediates the effect of ethical leadership on creativity. The cognitive evaluation theory was used to support findings. Implications are also discussed.     

Driving holistic innovation to heighten hotel customer loyalty

Innovative offerings facilitate hotels to expand the segment of loyal customers, who display stronger re-patronage intention and recommendation willingness. Innovation performance is essential for enhancing hotel management performance. According to the holistic innovation paradigm, successful innovation should be holistic in nature and comprise novel, utilitarian and experiential value dimensions. Empirical findings also attest to the conduciveness of holistic innovation to heightening customer loyalty. However, the antecedents and outcome of holistic innovation are still unclear in the hotel context. The current study validates a theoretical framework via surveys administered on the chief executive officers and customers of 112 five-star hotels. As the research result suggests, ambidextrous innovation orientation and value co-creation capabilities are primary drivers of holistic innovation. In turn, the three value dimensions of holistic innovation relate positively to customer loyalty with variant effect sizes. The research result contributes to hotel management both academically and practically.     

Influence of perceived service fairness on relationship quality and switching intention: an empirical study of restaurant experiences

Restaurants and dining out are an important part of the tourism industry and are a major business in their own right. The purpose of this study was to examine the relationship between perceived service fairness, relationship quality, and switching intention in fine dining restaurants. Data were collected through a convenience sampling method from 164 customers from only fine dining restaurants in the northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). Unlike all previous studies which have focused exclusively on the role of justice in service failure and recovery, this study considers all-inclusive service delivery contexts. The results of this study showed that all the dimensions of perceived service fairness have a significant relationship with switching intention. In addition, perceived service fairness has a positive relationship with trust in all dimensions except for outcome fairness. Moreover, the results found that among the perceived service fairness dimensions, only procedural fairness and interactional fairness had a positive relationship with commitment and price fairness; outcome fairness was not related to commitment. Finally, the results confirmed the negative and significant relationship between relationship quality (trust and commitment) on switching intention. Managerial implications of these findings are briefly discussed.     

Institutional factors influencing business models: The case of Turkish Airlines

The aim of this study is to explain the evolution of the business model of Turkish Airlines, which has been operating in the air passenger transportation organizational field in Turkey since 1933. In line with this aim, a pool of senior executives were interviewed through semi-structured interviews drawing on the new institutional theory assumptions. The data obtained from the participants were supplemented with a set of secondary data from many other sources. The MAXQDA program was used to analyze the data obtained. The findings revealed that the business model of Turkish Airlines has evolved over time, and this evolution can be explained by the new institutional theory assumptions.