Psychological contract fulfillment in the hotel workplace: Empowering leadership,knowledge exchange,and service performance

This study developed and tested a group-level model involving empowering leadership, psychological contract fulfillment, knowledge exchange, and service performance. In 28 Taiwan's tourism hotels, data stem from 56 hotel departments and comprise 258 employees was used to test the research hypotheses through structural equation model. We found that, as anticipated, empowering leadership was positively related to psychological contract fulfillment and knowledge exchange; psychological contract fulfillment was positively related to knowledge exchange and service performance; and knowledge exchange was positively related to service performance. This study highlighted that psychological contract fulfillment partially mediated the relationship between empowering leadership and knowledge exchange; knowledge exchange fully mediated the relationship between psychological contract fulfillment and service performance. Theoretical and practice implications, limitations, and suggestions for future were presented.     

Can newcomers perform better at hotels? Examining the roles of transformational leadership,supervisor-triggered positive affect,and perceived supervisor support

Tourism literature has presented the effects of leadership style on staff efficiency yet few have examined the causal relationship between leadership style and newcomer outcomes at the hotel workplace context. This study examined the underlying mechanism regarding how transformational leadership can facilitate hotel newcomers to exhibit better performance and retention. Using the structural equation model, this study tested research hypotheses using valid data collected from 234 hotel newcomers with their supervisors from 63 tourist hotels rated above four-star in Taiwan. Based on emotion in feedback system theory, this study noted that hotel newcomers displayed higher supervisor-triggered positive affect due to the transformational leadership of their supervisors. In turn, this led to newcomers' high performance and motivation to continue working. Adapting social exchange theory, this study found that transformational leadership has led to the development of a higher perceived supervisor support, which facilitated better performance among newcomers at hotel organizations.     

The effects of ethical leadership on manager job satisfaction,commitment, behavioral outcomes,and firm performance

This study investigates the effects of ethical leadership on a hotel middle manager's job satisfaction and affective commitment, which in turn influence that manager's behavioral outcomes (e.g., extra effort and turnover intention) that can also impact the hotel's performance. Mail surveys were distributed to 30 U.S. hotels, representing more than 8 different national and international brands, and 324 middle managers participated in the survey. This study demonstrates that executives’ ethical leadership is positively related to their middle managers’ job satisfaction and their affective organizational commitment. Middle managers’ job satisfaction is positively related to organizational commitment, but job satisfaction does not necessarily lead to their willingness to exert extra effort. The positive linkage between middle managers’ extra effort and the hotel's competitive performance is also confirmed.     

Investigating employees' deviant work behavior in the hotel industry during COVID-19: Empirical evidence from an emerging country

Employees in the hotel industry are among the most vulnerable groups that have been severely affected by the COVID-19 pandemic. Anchored on the general strain theory, transactional theory of stress and coping, and theory of justice, this study investigates the mechanism through which hotel employees' perceived job insecurity affects their deviant work behavior during the COVID-19 pandemic. A survey method was used to collect three-wave sample data from 988 hotel employees in popular tourist destinations in Vietnam. Multivariate data analysis reveals a positive relationship between perceived job insecurity and deviant work behavior, and this relationship is mediated by psychological distress. Furthermore, abusive supervision positively moderates the association between psychological distress–deviant work behavior and the indirect influence of perceived job insecurity on deviant work behavior through psychological distress. These findings are useful for hotel managers seeking to manage and develop employees in a global health crisis such as COVID-19.     

How virtual reality moderates daily negative mood spillover among hotel frontline employees: A within-person field experiment

This study explores how virtual reality (VR) interventions mitigate daily negative mood spillover among hotel frontline employees through a daily dairy study. A within-subject field experiment was conducted to collect data from 87 hotel employees over ten consecutive workdays (846 daily responses). The multilevel analysis supports daily negative mood spillover by revealing positive relationships between negative moods before work and midday negative moods, and between midday negative moods and turnover intentions. Exposure to virtual natural scenes alleviates these daily positive relationships. Employees with high (vs. low) levels of trait mindfulness are less likely to be influenced by their negative moods before work when exposed to the VR intervention. This study advances our knowledge by integrating spillover theory, stress recovery theory, and mindfulness through a multilevel framework of employees’ daily emotional fluctuations moderated by VR interventions. The study findings provide hotel professionals with meaningful information regarding workplace stress management.     

Mindfulness and pro-environmental hotel preference

This research investigates the effect of mindfulness on pro-environmental hotel preference. The results of six studies demonstrate that both trait mindfulness and temporary states of mindfulness increase tourists' preferences for pro-environmental hotels. Further, we show that the effect of mindfulness on the preference for a pro-environmental hotel is due to a reduction in the influence of materialism. Mindful tourists are less materialistic, which makes them more likely to choose pro-environmental hotel options. Our study offers important insights regarding the role of mindfulness within tourists' preferences for environmentally friendly options.     

Ethical leadership and its impact on service innovative behavior: The role of LMX and job autonomy

This study examined the effect of ethical leadership on service innovative behavior of employees at small and medium sized tourist hotels in Uttarakhand, India. It has forwarded an integrated model that highlights the relationship between ethical leadership and employees' service innovative behavior while interacting through leader-member exchange and job autonomy. Using a sample of 468 customer contact employees and their 117 supervisors, hierarchical regression was conducted to establish the relationship. Findings of the study revealed that ethical leadership promoted service innovative behavior of the hotel employees mediated through leader-member exchanges. Further, it was also found that the level of service innovative behavior was commensurate to the perception of employee job autonomy. Based on the study findings, implications for theory and practice are discussed.     

Can innovative behavior be led by management? A study from the lodging business

This study examined the effects of hotel management leadership on employee innovative behavior in Chinese hotel organizations. Using a dyadic sample of 164 hotel supervisors and 603 service employees at 23 four-star and five-star hotels in 11 Chinese cities, we investigated whether organizational commitment mediated the effects of leadership on employee innovative behavior. We also examined how organizational tenure moderated leadership and innovative behavior through organizational commitment. Findings from our moderated-mediation model revealed that organizational commitment mediated the relationship between leadership and innovative behavior. Similarly, organizational tenure moderated the relationship between leadership and organizational commitment: there was a stronger relationship for long-tenured employees and a weaker relationship for short-tenured employees. However, the effect of higher leadership on organizational commitment was stronger for short-tenured employees than long-tenured employees. Our results spotlight the importance of fostering organizational commitment, which directly affects innovative behavior and through which supervisors can influence individual innovative behavior.     

Servant leadership,social exchange relationships,and follower's helping behavior: Positive reciprocity belief matters

This study examined how leader-member exchange (LMX) and team-member exchange (TMX) mediate the relationship between servant leadership and helping behavior. The bootstrapping results involving 300 five-star hotel employees and their 80 immediate supervisors revealed that (1) LMX and TMX respectively mediated the relationship between servant leadership and helping behavior, (2) positive reciprocity belief moderated the relationship between servant leadership and LMX, (3) positive reciprocity belief moderated the relationship between servant leadership and TMX. Furthermore, moderated mediation analysis demonstrates that (4) the mediated relationship linking servant leadership with helping behavior via LMX is stronger when positive reciprocity belief is high, and (5) the mediated relationship linking servant leadership with helping behavior via TMX is stronger when positive reciprocity belief is high. We discuss theoretical and practical implications and recommend future research.     

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.     

Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes

In this study, we examine how the high-performance work system (HPWS) can be used to promote positive employee behavior leading to higher organizational service performance in the hotel industry. Specifically, we suggest that the collective organizational citizenship behavior (OCB) of employees links the HPWS to organizational service performance, and a stronger procedural-justice climate of a hotel strengthens the relationship between the HPWS and the collective OCB. Using multi-source data drawn from 5290 employees across 180 independent franchise hotels in North America and customer feedback on each surveyed hotel, we found that the collective OCB mediates the relationship between the HPWS and organizational service performance, and when hotels have a stronger procedural-justice climate, the mediating effect is more salient. The implications of these findings for tourism researchers and practitioners are discussed.     

Philanthropic giving of China’s hotel firms: The roles of state ownership,corporate misconduct and executive remuneration

This study utilizes value enhancement theory, agency cost theory and crisis management theory to scrutinize the philanthropic giving (PG) of China’s listed hotel companies from 2003 to 2018. The results of dynamic panel regression tests reveal that state ownership (company character), corporate misconduct (crisis management determinant) and executive remuneration (agency cost determinant) are influential factors in hotel firms’ PG, but none of the value enhancement determinants can explain PG. Specifically, state ownership is negatively correlated with PG, reflecting low PG in government dominated hotel firms in China. PG is negatively associated with executive remuneration, indicating that hotel managers care more about self-interest than social responsibility. PG is also positively related to corporate misconduct, suggesting that hotel firms use philanthropy to manage a crisis. Finally, the lagged PG has a positive effect on PG, implying that PG is intended to avoid damage to social image and reputation of China’s hotel firms.     

Sense of belonging to a lesbian,gay, bisexual,and transgender event: the examination of affective bond and collective self-esteem

ABSTRACT

This study examined behavioral intentions of sexual minority attendees at an event from a sense-of-belonging perspective. Based on social identity theory, attendees’ social representations are examined via affective bond at the event level and collective self-esteem at the community level. A survey was conducted with 261 respondents from the sexual minority community at a large, annual lesbian, gay, bisexual, and transgender (LGBT) event. Findings revealed that affective bond positively impacts satisfaction and behavioral intentions. In addition, collective self-esteem also had a positive influence on behavioral intentions. Theoretical and managerial implications for event managers and destination managers are provided.     

How human resources management best practice influence employee satisfaction and job retention in the Thai hotel industry

Human resources management (HRM) practices are hotel management tools that contribute to organizational success. The purpose of this study was to evaluate how soft HRM practices in the Thai hotel industry affect job satisfaction and job retention. This study focuses on soft HRM practices, which draws on theories of commitment and motivation. Soft HRM refers to human relations between staff and the hotel organization. A quantitative approach was employed using multiple regression technique with a stepwise method for data analysis. It was found that employee satisfaction is not fostered by increasing remuneration, but is more related to the quality of working life, good leadership style, regular training, employment security, the hotel's brand image, and employees' personal traits, a most important aspect. The findings from this study provide a comprehensive framework for both academic and managerial responses to resolve the labor and skill shortage crises. Equally important is the extrinsic and intrinsic motivation and personal attitude theory that underpins employee job satisfaction in this study.     

Being ignored at work: Understanding how and when spiritual leadership curbs workplace ostracism in the hospitality industry

Drawing on the conservation of resources theory, the present study theorizes that spiritual leadership is negatively related to workplace ostracism, both directly and indirectly via job social support and that employees’ justice orientation moderates the negative relationship between spiritual leadership and workplace ostracism. Based on time-lagged (three waves, two months apart) survey data collected from 252 hospitality employees, our findings reveal that spiritual leadership is negatively associated with workplace ostracism, both directly and indirectly via job social support. We also find that justice orientation strengthens the negative relationship between spiritual leadership and workplace ostracism. These findings not only highlight core theoretical contributions towards the existing literature on spiritual leadership, job social support, justice orientation, and workplace ostracism but also offer useful practical implications for hotel managers concerned about the repercussions of workplace ostracism for employees’ and organizations’ outcomes.     

Transformational leadership style,market competition and departmental performance: Evidence from luxury hotels in Australia

This study examined the relationship between hotel departments’ financial and non-financial performance, market competition, and transformational leadership style. A self-administered postal survey was used to collect the data. Completed and usable questionnaires were received from rooms and food and beverage department managers of 56 hotels and resorts. The transformational leadership style, market competition, and departmental performance were measured using instruments adapted from previous studies [Bass, B., Avolio, B., 1994. Improving organisational effectiveness through transformational leadership. Sage Publication, Thousand Oaks, CA; Gupta, A., Govindarajan, V., 1984. Business unit strategy, managerial characteristics and business unit effectiveness at strategy implementation. Academy of Management Journal, 27 (1), 25–41; Khandwalla, P., 1972. The effects of different types of competition on the use of management control. Journal of Accounting Research, Autumn, 275–285]. The results of the study indicated that transformational leadership style was positively associated with the non-financial performance, which, in turn, was positively associated with the financial performance of the departments. However, no such relationship was found between market competition and the non-financial, and financial performance.     

TOURISM INVOLVEMENT,WORK ENGAGEMENT AND JOB SATISFACTION AMONG FRONTLINE HOTEL EMPLOYEES

This study examined the relationship among tourism involvement, work engagement and job satisfaction in the hotel industry. Data was gathered from 336 frontline employees of 20 international hotels in Taiwan and was analyzed via structural equation modeling. Findings show that tourism involvement is positively related to work engagement, while both tourism involvement and work engagement are positively related to job satisfaction. Work engagement was found to partially mediate the relationship between tourism involvement and job satisfaction. Implications for hotel managers, limitations and future research directions are discussed.     

Leadership styles,motivating language,and work engagement: An empirical investigation of the hotel industry

This study examines the relationship between leadership style (servant and transformational leadership), motivating language and work engagement. A sample of 391 lower and mid-level Bangladeshi hotel employees, selected via simple random sampling, participated in a cross-sectional survey. The mediating effects of motivating language regarding the association between the two leadership styles and work engagement were examined using partial least square-structural equation modelling. Both leadership styles and three types of motivating language have positive relationships with work engagement. Even though all three types of motivating languages mediate the link between servant leadership and work engagement, the link between transformational leadership and work engagement is only mediated by direction-giving and empathetic language. This study is novel in its application of the speech act theory to the investigation of the mediating effects of motivating language on the relationship between the two leadership styles and work engagement. Practical and theoretical contributions are also discussed.     

Activity outsourcing and competitive strategy in the hotel industry. The moderator role of asset specificity

This paper analyzes hotel outsourcing from the perspective of the competitive strategy and asset specificity. A comprehensive model is developed to establish the relationships among the competitive strategy (cost leadership and differentiation strategies), asset specificity and activity outsourcing. Asset specificity is used as a moderator variable in the relationship between the competitive strategy and activity outsourcing. A specificity-outsourcing matrix is developed to classify the activities by their level of asset specificity and outsourcing. The main hotel activities are investigated in a representative sample of hotels in Taiwan. The findings indicate that the cost leadership strategy positively and partially influences outsourcing, while the differentiation strategy has a negative impact on outsourcing an activity. The results confirm the negative relationship between asset specificity and the level of activity outsourcing. Moreover, they show that asset specificity positively moderates the relationship between the competitive strategy and outsourcing.     

Green human resource practices and organizational citizenship behavior for the environment: the roles of collective green crafting and environmentally specific servant leadership

Green behavior among employees can contribute to the green performance of organizations. Regardless of the salience of human resource (HR) practices in translating organizational strategy into employee behaviors, this role of green HR practices in shaping employee green behavior has been under-explored. Through surveys of the participants from tour operators in Ho Chi Minh City, Vietnam, our study seeks to investigate how green HR practices impact organizational citizenship behavior for the environment (OCBE) at team and individual levels as well as the mechanisms underlying such effects. The results demonstrated the positive relationships between green HR practices and collective as well as individual OCBE. Collective green crafting was found to mediate these relationships. Besides, environmentally specific servant leadership served as a moderator to strengthen the effects of green HR practices on collective green crafting as well as OCBE at team and individual levels. We anticipate our research to solicit further investigations into mechanisms underlying the nexus between green HR practices and employee green behavior. Discussion on the implications for tourism practitioners is presented.