Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons

The goals of this study were (1) to identify the optimal facets of communication style for customer-oriented service employees and (2) to examine the ways in which the customer-oriented service employee (COSE) induces luxury restaurant patrons’ dedicational behaviors. Customer dedicational behaviors are defined as ‘a set of active and positive customer voluntary behaviors towards a business induced by high relationship quality’. Based on the existing body of communication literature, nine types of communication styles were derived. Theoretical relationships between the nine communication styles and the COSE also were developed via literature review, and causal relationships between the COSE and three different types of consumer dedicational behavior styles were subsequently suggested. By integrating the derived theoretical hypotheses, a conceptual model was proposed and then tested utilizing data collected from 527 luxury restaurant patrons. The results of data analysis revealed that five types of communication styles (attentive, friendly, impression leaving, open, and relaxed) bear a positive impact on COSE, while one communication style (contentious) bears a negative impact. It was also found that the customer-oriented service employee plays a critical role in inducing three types of dedicational behaviors in consumers: enhancement, cooperation, and advocacy. The key theoretical and managerial implications of these findings are discussed in the latter part of this article.     

专用性人力资本投资与饭店业基层员工低薪酬现象成因解释

我国饭店业正逐步演变为典型的低薪酬行业,主要表现为固定工资合约逐渐成为主导性薪酬契约,且固定工资基数水平不断下降。文章运用专用性人力资本理论,解释了在隐性知识管理机制缺失的条件下,饭店业主为什么会放弃对专用性人力资本投资收益的追求而选择固定工资合约,并进一步分析了固定工资合约的实际支付水平为什么会逐步下降,直至最终形成接近法定最低工资标准的全行业统一价格。     

国有企业员工参与公司治理问题研究

本文分析了国有企业员工参与公司治理的理论依据,比较评价了世界各国员工参与公司治理的方式和途径,在此基础上,构建了我国国有企业员工参与公司治理的模式,即职工持股下的员工共决制。     

Fairness,legal compliance,and organizational commitment

Attribution theory is used to hypothesize a positive relationship between one's perception that a fairness motive underlies personnel/human resource management activities and one's organizational commitment. The hypothesis is tested via a survey of 48 operating managers in a Midwestern department store chain. Using hierarchical regression to control for job satisfaction and length of service, a significant positive relationship exists between commitment and the perception that a fairness motive underlies personnel/human resource management activities. Commitment is not significantly related to the perception that a legal compliance motive underlies the activities.     

Hospitality aesthetic labor management: Consumers’ and prospective employees’ perspectives of hospitality brands

This research addresses a critical phenomenon in the global hospitality industry: aesthetic labor management. The study examines how frontline service employees’ managed display of aesthetics influences consumers’ (Study 1) and prospective employees’ (Study 2) brand evaluations along with other behavioral responses. Study 1 revealed that consumers’ perceived aesthetic labor fit regarding employees’ static appearance and performative mannerisms can lead to positive brand evaluations and customer-based brand equity via the mechanism of conceptual fluency. Study 2 found, via the same mechanism, that prospective employees’ perceived aesthetic labor fit of performative mannerisms—but not static appearance—can lead to positive brand evaluations, perceived value fit with the organization, and intentions to join the organization. Theoretical implications, practical recommendations, study limitations, and suggestions for future research are provided on the basis of these findings.     

职场抱怨源对知识型员工创新绩效的影响机制研究

知识型员工的创新绩效是移动互联时代企业获取竞争优势的关键要素。本研究探讨了组织环境中的职场抱怨源对知识型员工创新绩效的影响效应和作用机制。研究发现：职场抱怨源的“与同事关系”、“管理规范化因素”和“物理环境”维度通过负向影响员工建言,而抑制创新绩效;另外,“工作负荷”维度正向影响创新绩效。研究还揭示,相比自我隐藏倾向低的员工,与同事关系不和谐对高自我隐藏倾向知识型员工的建言和创新绩效有更显著的负向影响。最后讨论了研究的理论价值和实践启示。     

系统动力学视角下的旅行社导游员引进分析

旅行社是劳动密集型和智力密集型企业,其业务是一项复杂的组织工作和人对人、面对面的服务工作。可以说,人是旅行社的核心,是整个企业的精髓和支柱,也是企业中唯一的能动要素,是最积极和基本的要素。旅行社的发展壮大,离不开人员的引进。同时,旅行社的规模也影响着人才引进的数量,文中在系统动力学视角下,对这一问题进行分析。     

星级酒店员工流失分析及应对措施——基于人力资源管理的视角

随着我国酒店业的迅猛发展,酒店业内竞争的加剧,酒店业人力资源的频繁流动问题日益凸显,人员的高流失率也成为困扰酒店管理者的难题。文章立足江苏酒店行业,抽样调研了江苏省星级酒店员工流失的情况,从人力资源管理的视角分析研究酒店员工高流失率的原因,有针对性地提出了防止员工流失的措施。     

The antecedents of direct management communication to employees in Mauritius

We measure whether, in a developing country, existence of a ‘hard’ strategic human resource management (SHRM) strategy developed at high organizational levels or one designed to enhance employee knowledge inputs and thereby promote employer–employee interdependence (EEIN) is a stronger antecedent of direct communication to employees. We use data from a comprehensive survey of HR practices in Mauritius, one of Africa's most open and successful economies. We find that both SHRM and EEIN are antecedents, but that the latter is stronger in public organizations and in smaller and older companies. We conclude that EEIN is a significant analytic category for explaining management practices especially in a historic sense in this and possibly other developing country contexts.     

The impact of corporate governance on employment relations in South Korea: the shareholder versus stakeholder perspectives

This study empirically examined the impact of corporate governance on employment relations outcomes utilizing a comprehensive data set drawn from 214 Korean firms. The study contrasted the stakeholder and shareholder perspectives of corporate governance in investigating the impact of corporate governance on employment relations outcomes. The results showed that the stakeholder corporate governance orientation (as compared to the shareholder orientation) had positive relationships with education/training expense, the level of average employee tenure and industrial relations climate, and had a negative association with number of strikes. Overall, the results implied that the stakeholder orientation of firms led to more beneficial effects for employees and more consensual relations with labor unions than the shareholder orientation did.