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.     

The impact of CSR on relationship quality and relationship outcomes: A perspective of service employees

Corporate social responsibility (CSR) has gained increasing attention over the past decade. While many studies examined an impact of CSR on consumers, only dearth of research is found that attempts to understand the impact of CSR on employees from the relationship marketing perspective. The purpose of this study is to investigate the role of CSR in predicting relationship quality and relationship outcomes. The four dimensions of CSR used in the study include economic, legal, ethical, and philanthropic aspects. Data were collected via survey from employees of franchised foodservice enterprises located in South Korea. The findings of the study show that not all dimensions of CSR have the same effect on relationship quality. While economic and philanthropic dimensions have a significant influence on organizational trust, only ethical dimension has a positive effect on job satisfaction. As expected, relationship quality has a significant impact on relationship outcomes.     

U.S. tourist destinations: A history of desirability

This study supplies a ranking of the most desirable tourist destinations for US travelers from 1907 through 1980, as gauged from a content analysis of travel-related advertisements appearing in two national magazines; Harper's Monthly and National Geographic. The amount of advertising space that features each destination is calculated, and from these totals the rankings of desirable destinations are derived. Maps and accompanying narrative give external validity to the content analysis, while use of consistent coding forms provides reliability. Listings of frequently visited areas accompany each map and narrative, and these in turn generally agree with those developed from the advertisements.     

A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis

As tourism took off in Macau, more luxury hotels were constructed to satisfy demand, many of them located in leisure resort complexes. This study uses the case of luxury hotels in Macau to examine the importance of specific characteristics in leisure resorts using a 3-dimensional importance-performance analysis (3-D IPA) approach that integrates the IPA approach with the three-factor theory. A new service quality measurement scale was developed and a total of 299 visitors staying overnight in the luxury hotels in Macau were surveyed. The results reveal the types (basic, excitement, and performance) of 45 service attributes in the 3-D IPA cube for stand-alone and resort-based luxury hotels. This study indicates a variation of types of three factors for service attributes may occur in different market segments. This study contributes a new service measurement scale for luxury hotels and 3-D IPA approach for researchers to conduct future studies.     

The profitability impact of REIT requirements: A comparative analysis of hotel REITS and hotel C-Corporations

Under the influence of regulatory requirements, REITs have evolved into entities that have distinct financial and organizational characteristics from their C-Corporation counterparts. This study aims to investigate whether hotel REITs are more profitable than hotel C-Corps and how REIT regulations contribute to this difference. The results indicate that despite the differences in tax obligation, operating expense, and dividend policy, hotel REITs and hotel C-Corporations are not significantly different in profitability. However, the analysis suggests that hotel C-Corps have advantage over hotel REITs in improving profitability through dividend payout increases. The findings also suggest a possible non-linear relationship between profitability and dividend payout, presenting an opportunity to extend Jensen's (1986) agency cost theory.     

Antecedents and consequences of Franchisee satisfaction in the U.S. restaurant industry

This study surveyed 3,177 franchisees from 58 restaurant brands with the purpose of examining the antecedents and consequences of franchisee satisfaction in the U.S. food service sector. Findings indicate that a high level of franchisee income and franchisor care and trust are associated with a high level of franchisee satisfaction. Education had a negative impact on franchisees' satisfaction, suggesting that the higher the level of franchisee education, the less franchisees were satisfied with the franchise. Furthermore, the higher the franchisees' satisfaction was, the stronger the franchisees' intention to remain in the franchise system was, and the higher the likelihood of recommending the franchise to others.     

Motivation and satisfaction of Chinese and U.S. tourists in restaurants: A cross-cultural text mining of online reviews

Tourists with dissimilar cultural backgrounds think and behave differently. Precisely capturing and correctly understanding the cultural difference will help tourism managers generate greater customer satisfaction and increased business revenue. To this end, this paper uncovers and compares the motivation and satisfaction of restaurant tourist customers coming from China and U.S. by investigating their online ratings and reviews. From two major online review communities, customer ratings and reviews have been retrieved, quantified, text-mined, compared, and interpreted using statistics, latent Dirichlet allocation, and frequency analysis. Results suggest that Chinese tourists are less inclined to assign lower ratings to restaurants, and are more strongly fascinated by the food offered, whereas U.S. tourists are more apt to be fun-seeking, and are less uncomfortable with crowdedness.     

Board diversity and firm performance in the U.S. tourism sector: The effect of institutional ownership

This study examines the relationship between board diversity and firm performance in the U.S. tourism sector by using institutional ownership as a contingency that moderates this relationship. The study's sample includes publicly-traded companies from the U.S. restaurant, hotel and airline industries. The hypotheses are tested via two-way fixed-effects regression, and the findings of the study indicate that board diversity is positively associated with financial performance (Tobin's Q), and the effect of board diversity on performance is contingent on the degree of institutional ownership. More precisely, the study finds that board diversity has a larger effect on financial performance when institutional ownership is low on a tourism firm's ownership structure. Overall, the findings suggest that boards' internal control and monitoring on management is important to derive higher financial performance, and even yet it is more important when external monitoring by institutional owners, proxied by percentage of institutional ownership, is weak.     

Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?

This study investigates American customers’ perceptions of Chinese restaurants in the U.S., using the Importance–Performance Analysis (IPA) approach. This study also examines which attributes of Chinese restaurants influence American customers’ satisfaction and behavioral intentions. The IPA shows that environmental cleanliness and attentive service are two important areas where Chinese restaurateurs can make improvements. In addition, food taste and service reliability appear to be key attributes for Chinese restaurants’ success. Overall, this study indicates that food quality, service reliability and environmental cleanliness are three pivotal attributes to create satisfied customers and positive post-dining behavioral intentions. Chinese restaurant managers should reasonably allocate their limited resources to restaurant attributes based on their contributions to customer satisfaction and behavioral intentions.