酒店员工知识共享对服务创新的影响研究

随着知识经济时代的到来,酒店为推动服务创新,越来越强调知识共享.本文以长沙市高星级酒店为例,研究知识共享对服务创新的影响,发现利他主义和利益追求动机对知识共享行为有正向影响,利他主义的影响较强,利益追求的影响较弱;知识共享行为对创新环境优化、员工创新意识、员工创新表现均有强烈正向影响,对员工创新意识的影响最强,对员工创新行为的影响次之,对创新环境优化的影响较弱.     

从顾客知识到新产品开发:基于旅游企业组织设计的实证研究

该研究旨在回答旅游企业如何利用组织设计将顾客知识转化为新产品开发绩效这一问题.研究构建了顾客知识获取、组织设计和新产品开发绩效的结构模型,从组织设计的视角分析旅游企业如何通过组织分权、知识激励和组织沟通三大机制,将外部的顾客知识转化为新产品开发绩效.基于浙江省内127家旅游企业问卷调查的数据,采用结构方程模型的方法,同时考察组织分权、知识激励、组织沟通对顾客知识获取和新产品开发绩效之间关系的中介作用和路径.研究结果强调了组织设计对转化顾客知识提升旅游企业新产品开发绩效的重要性生.通过分散决策权、提供知识搜索和知识共享的制度激励、鼓励纵横结合的内部沟通等措施,旅游企业能够更好地将顾客知识转化为新产品和新服务,从而为旅游企业构建系统高效的顾客协同创新体系提供有益的启示.     

组织气候对组织学习能力的影响研究——以广州市星级酒店为例

组织气候是组织个性的关键因素,是组织成员行为的动力来源.而组织学习能力是组织生存和发展所必须掌握的核心能力和动态能力,但组织气候是否以及如何影响组织学习能力?目前国内外学术界缺乏对两者关系全面而系统的实证研究结果.本文以广州市星级酒店为调查对象,以实证数据为基础,运用结构方程等方法对组织气候如何影响组织学习能力进行了探索性的研究.结果表明:(1)人际关系气候、内在程序气候、开放系统气候影响了组织知识储备;(2)人际关系气候、开放系统气候和合理目标气候影响了组织知识转移;(3)组织知识储备与知识转移相互具有正相关关系;(4)管理层与非管理层对组织气候影响组织学习能力的反应存在差异.研究结论对于组织获取核心竞争优势有重要的理论与实践意义.     

员工感知价值对离职意愿影响机制的实证研究——以饭店新生代员工为例

目前新生代员工已经成为我国饭店业员工队伍的主力,研究饭店新生代员工离职问题具有重要的现实意义.文章在理论研究的基础上,对员工感知价值及感知利得、感知利失构面与组织承诺、家庭支持、离职意愿之间的关系进行理论假设,构建了员工感知价值对离职意愿的影响机制模型;运用实证研究方法,对中国10个省(直辖市)的83家饭店的1807名新生代员工进行问卷调查,并对调研数据进行数理统计分析.结果表明:饭店新生代员工感知价值及其感知利得、感知利失构面显著影响离职意愿;在饭店新生代员工感知价值与离职意愿之间,组织承诺起部分中介作用;在饭店新生代员工感知价值与离职意愿之间,家庭支持起调节作用.最后,从优化员工感知价值视角提出防控饭店新生代员工离职的建议.     

外部学习能力与企业竞争优势——基于珠三角地区酒店业的实证研究

基于知识观和组织学习理论,通过对珠三角地区110家酒店企业的问卷调查,运用SPSS12.0以及LISREL8.72等统计软件,本文就以下问题展开分析:其一,探讨外部学习能力与酒店竞争优势之间的关系;其二,将知识资源视为影响外部学习能力与酒店绩效之间关系的中介变量,考察外部学习能力、知识资源以及绩效三者之间的关系.研究结果发现:外部学习能力与组织知识之间存在着显著的正相关关系;知识资源在外部学习能力与酒店绩效之间扮演着完全中介作用.因此,酒店企业应该注重通过建立学习型战略联盟、外部顾客内部化、标杆学习等方式来获取外部知识资源,进而提升其核心竞争力.     

标准化与原真性悖论：饭店集团的扩展方式

旅游者既希望获得个性化的旅游产品和创新的服务过程,又需要这些旅游产品和服务具有较高的性价比特征。但对供应者而言,保持原真性和追求标准化从来都是一对矛盾,旅游企业的成功经营有赖于对二者关系的有效把握。本文构建原真性—标准化的理论分析框架,并将饭店集团的扩展方式分为4类：原真标准化、原真性联盟、标准化连锁和追随市场扩张。采用不同扩展方式获得成功的饭店集团具有不同的核心能力。本文的研究结论将为饭店集团获取可持续竞争优势、进行规模化扩展提供理论参考。     

我国饭店业地区运行效率评价与提升途径

饭店业与地区社会经济状况和自然环境有着密切的关系,因此立足于区域实际情况对饭店运行效率做出评价具有重要意义.文章从饭店自身投入与建设水平、旅游地吸引力和目的地接待和服务能力以及水平3个方面分析了饭店业与地区发展耦合机制,并相应地运用数据包络方法(data envelopment analysis,DEA)和超效率DEA对我国31个省区2012年饭店业运行效率进行了评价,超效率DEA解决了最优评价单元排序问题.结果表明,当前饭店自身投入主要影响饭店技术效率,而旅游地吸引力和目的地接待和服务能力则会影响饭店运营的规模效率和综合效率.对很多省区来说,协调饭店业与其他行业部门之间的发展关系比饭店自身管理和投入更为普遍和重要.在投入方面,人员投入是影响饭店业运营效率进一步提高的主要因素.另外,有些省份面临饭店业规模报酬递减问题,需要慎重考虑地区的饭店业建设规模.     

共享住宿平台房东信任建立机制研究

信任是连接共享住宿房源供给方和需求方并促成交易达成的关键因素。文章基于信任建立模型，尝试探究供给方——共享住宿平台房东的信任建立机制，考察影响房东信任建立的主要因素及房东信任对其持续使用共享住宿平台这一行为意愿的影响。研究结果表明：平台因素中的安全保障、隐私保护、平台服务、感知易用性、感知有用性显著正向影响房东对平台的信任；房东因素中的熟悉度并未显著影响房东对平台的信任；房客因素中的互动性和房客的声誉显著正向影响房东对房客的信任；房东对平台的信任可转移到对房客的信任；房东对平台的信任和对房客的信任显著正向影响房东持续使用平台的意愿；信任中介了信任影响因素（制度因素、技术因素、认知因素、情感因素）与房东持续使用平台意愿之间的关系。文章在理论上深化和拓展了共享住宿房东信任研究，并为共享住宿平台管理提供了启示。     

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.     

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.     

Factors affecting the knowledge sharing attitude of hotel service personnel

The accumulation and sharing of knowledge is an important managerial approach to attracting customers and increasing customer satisfaction. However, knowledge sharing is not an automatic behavior. The primary purpose of this study is to understand the organizational and personal factors motivating employees to share knowledge. Personnel in international tourist hotels in Taipei who provide front-line services for travelers were surveyed. This study shows that internal marketing and organizational culture influence knowledge-sharing attitudes and perceived behavioral control. In addition, perceived behavioral control influences the relations among internal marketing, organizational culture, and knowledge-sharing attitudes. This research suggests that to develop knowledge-sharing attitudes among personnel that benefit customer service, it is important for managers to model supportive attitudes, give actual support in forms such as bonuses and resources, and develop a culture that encourages personnel to attempt innovation.     

Antecedents and consequences of knowledge sharing in international tourist hotels

The purpose of this empirical study is to investigate factors which influence knowledge sharing, organizational learning and effectiveness. Of self-completed questionnaires collected from international tourist hotels in Taiwan, 615 were usable for data analysis. The structural equation modeling results showed that leaders played the roles of mentor, facilitator and innovator, and nurtured a supportive environment at the levels of workgroup, immediate superior and organization. In addition, employees had a positive attitude towards learning and to sharing. All of these contributions facilitate transformation of collective individual knowledge to organizational knowledge, resulting in the advancement of organizational learning, and thus, greater organizational effectiveness.     

Promoting innovation in hospitality companies through human resource management practices

In this study, we investigate how hospitality companies can promote incremental and radical innovation through human resource management practices (i.e., selection and training). Data from 196 independent hotels and restaurants operating in the People's Republic of China show that hiring multi-skilled core customer-contact employees and training core customer-contact employees for multiple skills both have significant and positive effects on incremental and radical innovation among hotel and restaurant companies. The two human resource management practices are also found to have a negative joint impact on incremental but not radical innovation. The implications for promoting innovation in hospitality companies are discussed.     

Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior

Goals are central to understanding motivated behavior, with each discipline emphasizing its consequences, levels, and types of goals. Because knowledge sharing is not mandatory in all organizations, individual personal motivation is critical for voluntary and active engagement in knowledge sharing. This study investigates the structural relationships among two distinctive forms of goal orientations as personal intrinsic motivators (learning goal orientation and performance goal orientation), two distinctive types of knowledge-sharing behaviors (knowledge collecting and knowledge donating), and employee service innovative behavior. The data were derived from 418 respondents working in five-star hotels in Busan, Korea. The positive relationship between learning goal orientation and knowledge collecting was stronger than that of the relationship between learning goal orientation and knowledge donating. The negative relationship between performance goal orientation and knowledge donating was stronger than the relationship between performance goal orientation and knowledge collecting. In addition, the positive relationship between knowledge collecting and employee service innovative behavior was stronger than the positive relationship between knowledge donating and employee service innovative behavior. The study concludes with discussions of the empirical findings, managerial implications, and strengths and limitations. Future research avenues are also offered.     

Drivers of environmental innovation in Majorcan hotels

Using a database of Majorcan hotels, this paper examines several previously untested determinants of environmental innovations in hotels derived from the Porter hypothesis and from the specifics of knowledge transfer in the tourism industry. The empirical analysis is original in that it distinguishes between eight types of environmental innovations. The results show that hotels’ general predisposition to implement innovations, manager remuneration based on environmental performance, staff satisfaction, environmental accounting, and trainings are important determinants of the overall environmental innovation activity of Majorcan hotels. Moreover, the use of environmental management systems is associated with innovations with cost-saving potential, whereas the hotel star category is associated with innovations that contribute to hotel quality, such as wastewater treatment, noise reduction, noise isolation, and visual impact improvements. Furthermore, high levels of staff satisfaction are related to the implementation of water-saving and noise reduction innovations, as such innovations require staff participation, whereas the role of information sources in explaining innovation adoption varies based on the technical complexity of innovations. The paper concludes with policy implications for sustainable tourism development, recommendations for the hoteliers, and directions for future research.     

Knowledge transfer effects of clustering in dual configuration MNEs

‘Clustering’ is widely held to positively influence workgroup identity, which in turn, is widely held to positively affect knowledge sharing behaviours and outcomes for an organisation. This paper does not dispute these findings, indeed in many ways, it supports them but it also opens an anomaly, or contradiction to the mainstream perceptions in terms of the value that a strong cluster identity may produce for organisational knowledge sharing. Situated within a hospitality multinational hotel company, the research finds that where hotels are clustered, organisational identity becomes second to cluster identity. Cluster identity is therefore seen to drive an institutional deficiency whereby organisational knowledge in terms of innovative or value added knowledge is most unlikely to be shared with the organisation even where defined knowledge management strategies exist. Drawing data from 32 interviews with managers, this paper enriches understanding of organisational learning by introducing the role of ‘cluster identity’ in a dual configuration multinational hotel organisation.     

Exploring the business feasibility of childcare provision in hotels

In light of continuous growth of family tourism hotels should consider providing childcare to family guests. Very few hotels have however embraced this market opportunity and the determinants of childcare provision in hotels remain poorly understood. This paper contributes to knowledge by exploring the business feasibility of providing childcare in hotels. Semi-structured interviews with key stakeholders, i.e. family guests (n = 20) and managers (n = 9), in UK hotels establish the numerous benefits of childcare provision. They also reveal such barriers of implementation as increased operational costs, lack of adequate staffing, children’s safety considerations and seasonality of family tourism demand. To enhance feasibility of childcare provision, hotels should collaborate with each other, but also with local nurseries, to resolve the issues of fluctuated demand and staffing. Hotels should further consider extending childcare provision to their own employees and local residents. Policy interventions can facilitate this by offering dedicated financial and training support.     

Propensity to trust and knowledge sharing behavior: An evaluation of importance-performance analysis among Nigerian restaurant employees

Drawing from knowledge management theory, this study examines the relationships between employee's propensity to trust, organic organizational structure, knowledge sharing behavior, and service innovation in a multivariate nexus in restaurants. Data from 180 restaurants with a total of 453 employees were used to test the research hypotheses via partial least square structural equation modelling. As expected, the results of the empirical analysis revealed that propensity to trust is positively related to knowledge sharing behavior, organic organizational structure and service innovation; and knowledge sharing behavior is positively related to organic organizational structure and service innovation. Further, this study established that both knowledge sharing behavior and organic organizational structure serially mediates the positive effect of propensity to trust on service innovation. The result of importance-performance analysis highlights propensity to trust as the highest important predictor of service innovation while knowledge sharing is the best performance factor for service innovation in restaurants.     

Making innovation happen through building social capital and scanning environment

Both new service development and existing service improvement are critical tools for hotels to gain competitive advantages, but pursuing new services while simultaneously improving existing services is difficult for hotel managers. The success of highly proactive hotel managers has been credited to their ability to change the environment effectively, and such managers may be able to lead hotels to resolve the trade-off dilemma and deliver better services. To elucidate the contributions of proactive managers in making innovation happen, this study explored two key activities that hotels may undertake when prompted by the proactive managers, namely, environmental scanning and social capital building. The process involved in developing new services and improving current services was examined using empirical data collected from the general managers of 226 hotels in Taiwan. The results confirm that environmental scanning and social capital fully mediate the relationship between proactive personality of managers and capacity for service innovation as well as service improvement of hotels, indicating that hotel managers with a proactive personality are helpful at implementing innovation.     

Are innovations relevant for consumers in the hospitality industry? A hedonic approach for Cuban hotels

This paper evaluates the impact of innovative activity in the hotel industry on the willingness to pay by consumers. To this end, we estimate a hedonic price function where innovation is identified indirectly through certain attributes that previous literature has linked with hotel innovativeness. The test is performed on a representative sample of Cuban hotels, considering a large number of attributes of hotels and rooms. To solve the usual problems of collinearity, a million alternative models are estimated by choosing the variables included in a random manner and obtaining the final coefficients by means of an internal meta-analysis. The results are completed with a variance decomposition analysis. The results highlight the importance of the attributes linked to innovation and internationalization on the determination of room prices in Cuban hotels: membership of international hotel chains, high quality offers, diversified rooms, and adaptability to specific needs of each client.