Dimensions of Chinese culture values in relation to service provision in hospitality and tourism industry

Factor and reliability analyses were employed in this exploratory attempt to investigate and refine the structure and dimensions of Chinese cultural values (CCVs) in relation to service provision. Based on the results of factor analysis, CCVs could best be conceptualized as a five-component construct that influences the attitude or behavior of employees in providing service. These five factors were identified as follows: Integration 1 (attitude towards work); Integration 2 (attitude towards people); moral discipline; status and relationships; and moderation. The identification of these dimensions has two major implications to human resource development and service management practice in the hospitality and tourism industry. First, Chinese cultural values play a critical role in determining specific interventions, challenges and barriers in service organizational management. Second, given the profound influence of Chinese cultural values on service provision, international tourism and hotel managers, particularly in human resource development, should realize the importance of ensuring that Western management practices are adopted critically in Chinese organizations. Given the limited amount of research on this topic, the findings generated from this study are very important in guiding future research and providing insights into an area that deserves more academic attention.     

Factors affecting hotel human resource demand in Taiwan

This study explores the factors affecting hotel human resource (HR) demand and focusing on the organizational, industrial and macroeconomic factors of the hospitality industry. A prediction model was built with eight independent variables and four dummy variables. Secondary data was collected via a governmental statistic database, and regression analysis was performed using the Generalized Least Squares (GLS) method. The results show that the HR demand of international tourist hotels is more likely to be affected by industrial factors and macroeconomic factors, while the HR demand of standard tourist hotels is less complex, and is mainly affected by organizational factors.     

Thirty years of research on tourism and hospitality management in China: A review and analysis of journal publications

The tourism industry in China has undergone rapid development since 1978 and is foreseen as being the world's largest tourism market by 2020. However, no comprehensive review of literature in this context has been completed, and international academics have little understanding of China tourism research. This paper aims to provide an overview of 119 articles selected from six leading English language academic journals published from 1978 to 2008. Content analysis points to the evolving trend in Asian universities in terms of journal contributions. Consumer behavior has gained popularity as a research topic, and will likely remain as a prevalent research theme in the near future. A tendency toward multiple-authorship, rather than single authorship, and more sophisticated methodological procedures has also been found. Future analysis may focus on including other forms of publications and Chinese language journals to capture the full picture of China tourism.     

A review of the business case for CSR in the hospitality industry

Despite prolific research on corporate social responsibility (CSR) in its various forms in the hospitality industry, there is no consensus regarding the business case for CSR initiatives. Using a stakeholder lens, we review the research on CSR and its rationale by analyzing its impact on the environment, employees, customers, community, and investors in the hospitality industry. Our review analyzes 170 articles published between 1990 and 2017 covering different conceptual frameworks, measures, and samples to evaluate the current state of the field, integrate findings, identify gaps, and suggest avenues for future research. Our review calls for a) more studies that examine hospitality-specific CSR initiatives to examine impact on firm performance, b) greater theory-driven research, and c) expansion of contexts both in terms of different sectors of the industry and geographical locations, than is covered by existing studies. Future research directions are provided.     

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.     

Excess capacity,production technology and technical inefficiency in hospitality sector

This article examines the effects of excess capacity on the production cost and technical inefficiency of hotels and restaurants in Norway. The dataset includes a daily unbalanced panel of 94 hotels and restaurants from 2003 to 2014. To accommodate inefficiency, we use an input distance function (IDF). Inefficiency in the IDF means that if inputs are overused by k% then production cost is also increased by k%. We also allow inefficiency to differ across locations and regions by using them as determinants. The results indicate that excess capacity considerably affects the cost and increases inefficiency. The marginal effect on cost increases with excess capacity, but the effect on inefficiency sets in when it exceeds 50 percent. Furthermore, we find less overuse of inputs by firms in small metro towns and the Northern region causing them to be more efficient [except for the Southern and Western regions] than their counterparts.     

Value co-creation among hotels and disabled customers: An exploratory study

This study examines how service supplier and buyer value co-creation influences buyers' attitudes toward service providers. Service-dominant logic is a prevalent concept in the services industry, providing an important marketing theory in which intangible resources, co-creation of value, and relationships are the keys to determining marketing exchanges. This research describes a model for analyzing value co-creation management in the hotel industry, focusing on the specific market segment of disabled customers. This framework helps foster value co-creation to increase the benefits for participants during each stage of their relationship. The paper also presents the managerial implications of the research findings.     

Designing a medicalized wellness service: balancing hospitality and hospital features

Medicalized environments around the world are challenged with making trade-offs between the clinical nature of the service and the customer service elements needed to deliver the service. Many medicalized wellness services have yet to achieve an effective balance between their hospitality and hospital features to generate loyalty (repeat patronage). We present a case study of a blood service organization in a developed country that, at the time of data collection (2011), was working to resolve tension between clinical goals and expectations of Millennial donors. The results identified seven principles: ‘control over booking and service interactions’; ‘build social connections’; ‘offer a luxury, indulgent experience’; ‘build relationship with customer beyond the “medical” procedure’. The three remaining principles related to hospital-like features: ‘hide the functional/medical features of the service experience’; ‘demystify the “hidden” processes’; ‘ability for the physical service environment to be modified by the customer’.     

Hospitality Programs in Korean Graduate Schools

ABSTRACT

This study compared student, academy, and industry views of graduate school-level curriculum issues in hospitality programs. Research findings revealed that with regard to reasons for student's entry into graduate programs, the academy placed higher importance on raising the academic background through the obtaining of a master's degree than did students and industry groups while students put higher emphasis on networking with industry people than the other two groups. However, students expressed less interest in the “benefit of promotion in the workplace” variable than did the other two groups. With respect to competencies needed by graduate students, industry placed higher importance on leadership, company loyalty, and service-mindedness than did the other two groups. This study concludes with a discussion of the implications of these findings for graduate curriculum development.