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1
Gitau, John Kahuthu, Vincent Nyamari Maranga, and Rosemarie Ayuma Khayiya. "Socio-demographic Factors Associated with Job Burnout among Frontline Employees: A Cross-sectional Study of Classified Hotels in Nairobi City County, Kenya." International Journal of Advanced Engineering and Management Research 08, no. 03 (2023): 131–56. http://dx.doi.org/10.51505/ijaemr.2023.8310.
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In today’s highly competitive business environment, providing exceptional customer service is the primary goal of any hospitality organisation. Hotel frontline employees play a vital part in the service delivery process to achieve this. However, job burnout is a persistent problem in the hotel sector due to the demanding nature of the work (for example, working long hours and rotating shifts). Hotel frontline employees have to deal with the challenging nature of their job. As a result, they are prone to job burnout, lowering their productivity. Therefore, it is essential to establish possible job burnout interventions among this important group of hotel staff. Nairobi City County has a well-established hospitality sector home to most of Kenya’s classified hotels. As a beginning point in pursuit of job burnout interventions, this study sought to compare job burnout levels in different populations of frontline employees defined by socio-demographic characteristics in all (from 2-star to 5-star) classified hotels using a cross-sectional online survey approach to test the model on 309 frontline employees. Data were analysed using descriptive statistics and the one-way analysis of variance. The prevalence rate of job burnout among frontline employees was 30.7%. Female and unmarried frontline employees exhibited higher levels of job burnout. Frontline employees with lower education reported higher feelings of job burnout and its facets. Frontline employees working in highly rated hotels, with less work experience and tenure, were prone to job burnout and its aspects. Frontline employees working in the restaurant department were more susceptible to burnout and its elements. The current study recommends that owners, managers, and operators of classified hotels in Nairobi City County design interventions anchored on various socio-demographic characteristics to address job burnout among frontline employees.
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Andriani, Rian, and Disman Disman. "Marital Status dan Gender: Investigasi Kepuasan Kerja Karyawan Hotel." JURNAL ILMU MANAJEMEN DAN BISNIS 10, no. 1 (March 25, 2019): 101–6. http://dx.doi.org/10.17509/jimb.v10i1.16120.
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Abstract. For employees in the hospitality industry, employee job satisfaction is an important factor because it will affect customer perceptions of service. Job satisfaction is an interesting topic to discuss, favoring companies in the field of research services at the front line. Companies must improve and enhance job satisfaction, through control variables that can increase job satisfaction such as marital status (single or married) and gender differences (male or female). This study discusses analyzing any indicators that give high priority to the satisfaction of hotel frontline employees. This study discusses differences in marital status and gender that affect job satisfaction in employees at hotels. The study uses a survey conducted on 152 frontline employees at three hotels in the city of Bandung. Presentation of data in table form or frequency distribution and cross tabulation (crosstab) with an analysis of trend trends in research, both those included in the low, medium or high categories. The results of this study provide evidence that frontline employees in hotels have the desire to achieve success in work (achievement), have responsibility in work, have a good working relationship between employees (interpersonal relations) and company policies and administration to get satisfaction in the category high.Keywords: Gender; Frontline Hotel employees; Job Satisfaction; Marital Status Abstrak. Pada karyawan di industri perhotelan, kepuasan kerja karyawan adalah faktor penting karena akan mempengaruhi persepsi pelanggan mengenai layanan. Kepuasan kerja merupakan topik yang selalu menarik untuk diteliti, dengan penekanan pada perusahaan di sektor jasa terutama penelitian pada karyawan frontline. Perusahaan harus memelihara dan meningkatkan kepuasan kerja karyawan, melalui control variable yang dapat mempengaruhi kepuasan kerja seperti marital status (lajang atau menikah) dan perbedaan gender (pria atau wanita). Penelitian ini bertujuan untuk menganalisis indikator apa saja yang memberikan pengaruh tinggi pada kepuasan kerja karyawan frontline hotel. Penelitian ini meneliti apakah perbedaan marital status dan gender mempengaruhi kepuasan kerja terutama pada karyawan frontline di hotel. Penelitian dengan menggunakan survei dilakukan terhadap 152 karyawan frontline pada lima hotel di Kota Bandung. Penyajian data dalam bentuk tabel atau distribusi frekuensi dan tabulasi silang (crosstab) dengan analisis ini akan diketahui tren dalam temuan penelitian, baik yang termasuk dalam kategori rendah, sedang atau tinggi. Hasil Penelitian ini memberikan bukti empiris bahwa karyawan frontline di hotel memiliki keinginan untuk mencapai kesuksesan dalam pekerjaan (prestasi), memiliki tanggung jawab dalam pekerjaan, memiliki hubungan kerja yang baik antara karyawan (hubungan interpersonal) dan kebijakan dan administrasi perusahaan untuk mencapai kepuasan kerja dalam kategori tinggi.Kata Kunci: Gender; Karyawan Frontline Hotel ;Kepuasan Kerja; Marital Satus
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Hu, Feng, Rohit Trivedi, and Thorsten Teichert. "Using hotel reviews to assess hotel frontline employees’ roles and performances." International Journal of Contemporary Hospitality Management 34, no. 5 (February 17, 2022): 1796–822. http://dx.doi.org/10.1108/ijchm-04-2021-0491.
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Purpose This study aims to explore how marketers can use text mining to analyze actors, actions and performance effects of service encounters by building on the role theory. This enables hotel managers to use introduced methodology to measure and monitor frontline employees’ role behavior and optimize their service. Design/methodology/approach The authors’ approach links text mining and importance-performance analysis with role theory’s conceptual foundations taking into account the hotel industry’s specifics to assess the effect of frontline hotel employees’ actions on consumer satisfaction and to derive specific management implications for the hospitality sector. Findings This study identifies different actors involved in hotel frontline interactions revealing distinct role behaviors that characterize consumers’ perspectives of service encounters with different role types associated with front-office employees. This research also identifies role performance related to role behavior to improve service encounters. Practical implications Customer–employee interactions can be assessed by user-generated contents (UGC). Performance evaluations relate to frontline employee roles associated with distinct role scripts, whereby different hotel segments require tailored role designs. Insights of this study can be used for service optimization, market positioning as well as for improving human resource management practices in the hotel industry. Originality/value This study contributes to the service encounter literature by applying role theory in the text mining of UGC to assess frontline employees as actors and the effects of their actions on service quality delivery.
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SUMANEEVA, Ksenia A., Kayode Kolawole ELUWOLE, and Turgay AVCI. "Cross-Functional Training of Front-Line Hotel Employees, In-Role and Extra-Role Job Performance, Customer Satisfaction, and Customer Loyalty: A conceptual Model Proposal." Journal of Environmental Management and Tourism 9, no. 6 (February 1, 2019): 1183. http://dx.doi.org/10.14505//jemt.v9.6(30).07.
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The purpose of this paper is to develop the theoretical conceptual model regarding benefits of cross-functional training of frontline hotel employees from interrelated departments of hospitality organizations for further investigation. This study aims to review the hospitality management literature and provide the conceptual model of cross-functional training and its connection to customer loyalty via the mediating role of individual job performance (e.g., in-role and extra-role employees’ job performance) and customer satisfaction in the hotel context.
This paper identifies the gap within existing studies regarding consequences of frontline hotel employees’ cross-functional training and proposes the new conceptual model for the further investigation through extensive literature review of relevant literature.
Hotel managers implement training programs to develop frontline hotel employees’ skills, motivate them to perform better and provide high-quality service to the customers. This paper proposes that cross-functional training of frontline hotel employees can be used to build strong coordination and integration between frontline hotel employees from interrelated hotel departments (e.g., front office, housekeeping, room service, F and B), increase employees’ awareness regarding other departments’ procedures, what, in turn, may significantly improve their individual job performance (e.g., in-role and extra-role performance), increase customer satisfaction and customers loyalty.
This study attempts to fill the existing gaps in the literature regarding the benefits of cross-functional training by suggesting the new conceptual model regarding frontline hotel employees’ cross-functional training, and its link to frontline hotel employees’ in-role and extra-role job performance, customer satisfaction, and customer loyalty for the further investigation. This proposed conceptual model integrates contribution of three main parties of the hotel organization (e.g., supervisors, frontline hotel employees, and customers) as the proposed variables should be investigated by collecting data from different sources.
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Arasli, Huseyin, Boshra Hejraty Namin, and A. Mohammed Abubakar. "Workplace incivility as a moderator of the relationships between polychronicity and job outcomes." International Journal of Contemporary Hospitality Management 30, no. 3 (March 19, 2018): 1245–72. http://dx.doi.org/10.1108/ijchm-12-2016-0655.
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Purpose On the basis of person–job fit theory and conservation of resource theory, this study aims to develop and test a model to examine the impact of polychronicity on frontline employees’ job performance in hotel industry and simultaneously, investigate the moderating effects of supervisor, coworker and customer incivility as stressors in the relationship between polychronicity and employees’ job performance. Design/methodology/approach Data are obtained in North Cyprus from 262 frontline employees working in four- and five-star hotels. Findings The results suggest that polychronicity refers to employees’ performance. Customer incivility negatively and significantly influences job performance, but coworker and supervisor incivilities do not. Unlike coworker incivility, both customer and supervisor incivilities moderate the relationship between polychronicity and job performance; that is, high customer and/or supervisor incivility weaken the positive relationship between polychronicity and job performance. Practical implications Regarding the critical role of polychronic frontline employees, hotel management should recruit the right candidates and endeavor to retain such employees by offering monetary and non-monetary incentives, training and empowering. They may implement a zero-tolerance policy that simultaneously supports both parties (customers and employees). Originality/value The association between employee quality (i.e. polychronicity), job performance and incivility is often overlooked in the hospitality research. This study is the first attempt to consider the joint moderating effect of important social stressors (customer, coworker and supervisor incivility) in the hotel industry.
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Choy, Monica, Justin Cheng, and Karl Yu. "Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China." Tourism Critiques: Practice and Theory 2, no. 1 (May 5, 2021): 115–32. http://dx.doi.org/10.1108/trc-01-2021-0001.
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Purpose The purpose of this paper is to use the case of an international luxury hotel chain in Hong Kong to illustrate general environmentally-friendly practices in housekeeping. Six in-depth interviews were conducted with the housekeeping department staff to evaluate the effectiveness of the Hotel’s environmental sustainability practices by analysing their benefits and limitations. Results reveal that all informants acknowledged the environmental sustainability strategies adopted by the Hotel, which can benefit stakeholders. Despite multiple green practices in hotel housekeeping, several strategies may not be as significant as expected with misaligned expectations from the management and the actual practices may create excessive workload for frontline room attendants with a lack of policy enforcement and supportive policies. Therefore, hotels should keep a mutual communication between the management and frontline employees prior to conducting environmentally- and employee-friendly practices. Given the labour-intensive nature of the hotel industry, the housekeeping department should ensure employment equality policy is in place with adequate environmentally friendly support for employees.
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Omelan, Aneta Anna, and Marek Raczkowski. "Unethical Consumer Practices in the Perception of Hospitality Industry Employees." Polish Journal of Sport and Tourism 27, no. 3 (September 1, 2020): 34–39. http://dx.doi.org/10.2478/pjst-2020-0018.
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Abstract Introduction. Unethical consumer practices in the hotel industry pose a global problem. They are encountered in countries and regions with a rapidly developing tourism sector and a growing number of tourists. Demanding or even impolite customers pose a challenge for hotel employees. These problems are also encountered in Poland. Materials and Methods. In the presented case study, a mixed method model combining qualitative and quantitative analyses was applied to investigate unethical tourist practices in Polish hotels. Five four-star hotels belonging to the same capital group in north-eastern Poland were analyzed. Results. The study demonstrated that hotel staff members, in particular frontline employees, are confronted with unethical customer behaviors. Five types of unethical practices that are most often encountered by hotel employees, in particular young staff members, have been identified. Conclusions. The ability to deal with difficult customers is one of the most highly valued skills in frontline employees. Hotel employees should have an opportunity to participate in regular training programs on hospitality ethics and strategies for coping with difficult situations. These skills will play a pivotal role after the SARS-CoV-2 pandemic when hotels will be struggling to bring back clients. However, excessive leniency towards guests in difficult times could have adverse consequences when businesses resume normal operations.
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Gom, Daria, Tek Yew Lew, Mary Monica Jiony, Geoffrey Harvey Tanakinjal, and Stephen Sondoh. "The Role of Transformational Leadership and Psychological Capital in the Hotel Industry: A Sustainable Approach to Reducing Turnover Intention." Sustainability 13, no. 19 (September 28, 2021): 10799. http://dx.doi.org/10.3390/su131910799.
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With the high level of importance placed on service delivery and the elevated turnover rate experienced in the hotel industry, this study was conducted to explore the influences of perceived transformational leadership on the cross-cultural psychological capital and turnover intentions of frontline employees working in four- and five-star hotels in Sabah, Malaysia. Data were collected from 162 frontline employees using the purposive sampling method. Partial least squares structural equation modeling (PLS-SEM) was performed to test the hypothesized relationships. The findings clearly demonstrate that transformational leadership positively affects cross-cultural psychological capital and negatively influences turnover intention. Cross-cultural psychological capital, on the other hand, has no substantial link with turnover intention and does not act as a mediator between transformative leadership and turnover intention. This study extends the hospitality literature by offering a new conceptual model representing the perceptions of frontline employees toward transformational leadership and cross-cultural psychological capital that influence the turnover intention of these employees based on the job demands–resources and conservation of resources theories. These findings have implications for the advancement of transformational leadership and cross-cultural psychological capital toward a sustainable approach to reducing employee turnover in the hotel industry.
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Meira, Jessica Vieira de Souza, Murat Hancer, Sara Joana Gadotti dos Anjos, and Anita Eves. "Human resources practices and employee motivation in the hospitality industry: A cross-cultural research." Tourism and hospitality management 29, no. 2 (2023): 157–67. http://dx.doi.org/10.20867/thm.29.2.1.
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Purpose –This study conducted a comparative analysis between hotels located in Brazil and England on human resource practices and employee motivation, using the cultural dimensions developed by Hofstede (1980) and the conservation of resources theory. Design/Methodology/Approach – Questionnaires were completed by 154 hotels, 96 and 58 dyads of human resources managers and frontline employees from Brazil and England, respectively, corresponding to a total of 308 respondents. Importance-performance analysis was used to examine the data collected through independent t-tests. Findings – The results showed that Brazilian managers considered training as the most important human resources practice, while information sharing had the best performance in their hotels. English managers ranked employment security with the highest importance and performance ratings. Brazilian frontline employees ranked intrinsic motivation with the highest importance and performance ratings, while English frontline employees ranked extrinsic motivation with the highest importance and performance ratings. Originality of the research – This research extended previous studies using the conservation of resources theory and also developed competitive strategies targeted to specific cultures. Another contribution was the comparative study between hotel employees (managers and frontline) from two countries (Brazil and England), applying the importance-performance analysis.
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Goh, Edmund, and Sandra Kong. "Theft in the hotel workplace: Exploring frontline employees’ perceptions towards hotel employee theft." Tourism and Hospitality Research 18, no. 4 (December 12, 2016): 442–55. http://dx.doi.org/10.1177/1467358416683770.
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A plethora of studies has investigated theft in the workplace in various industries. However, few studies investigated the motivations behind hotel employee theft especially among Generation Z undergraduates working full time as part of their internship. This targeted sample group is pivotal to the hotel industry as they are the future generation of hotel leaders. These reasons can be attitudinal such as excitement, influenced by fellow colleagues and perceived ease of committing the theft. To address this research gap, this study utilised the established theory of planned behaviour to investigate underlying motivations of employee theft behaviour in the hotel industry. Personal interviews were conducted with 29 hotel management undergraduates who were doing their internships as full-time hotel employees in various frontline jobs in food and beverage, housekeeping and front office. Results revealed the adrenaline feeling when committing hotel employee theft as the key motivator. The most influential social group was colleagues in the same department. The main perceived difficulty was the grey area of defiant behaviour and what actually constitutes as employee theft.
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Maqableh, Omar, Abdullah Helalat, and Che Supian Mohammad Nor. "Exploring the mediating influence of job satisfaction on the relationship between job security and turnover intention: A case study of the hospitality industry of Jordan." Problems and Perspectives in Management 21, no. 1 (March 22, 2023): 384–95. http://dx.doi.org/10.21511/ppm.21(1).2023.33.
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This study aims to examine the mediation influence of job satisfaction on job security and turnover intention among employees working at the frontline of Jordanian hotels. A quantitative empirical investigation is based on a self-administered electronic questionnaire; the data were collected from 170 frontline employees of 20 five-star hotels in Amman. The paper used Smart-PLS 4 software and statistical techniques to test the research hypotheses and analyze the obtained results. The study confirms the mediating role of job satisfaction in the relationship between job security and employee turnover intention. The results also found a significant negative impact of job security on turnover intention and a positive impact of job security on achieving employee job satisfaction. The paper highlights the need for senior management and human resources departments working in the hotel sector of Jordan to ensure employees’ job security and provide requirements that achieve employees’ job satisfaction, as these factors are essential in retaining employees.
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Park, Sun-Young, and Stuart E. Levy. "Corporate social responsibility: perspectives of hotel frontline employees." International Journal of Contemporary Hospitality Management 26, no. 3 (April 8, 2014): 332–48. http://dx.doi.org/10.1108/ijchm-01-2013-0034.
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Purpose – The aim of this paper is to examine hotel frontline employees' perceptions of corporate social responsibility (CSR) activities at the hotel they currently work, and how their perceptions influence their level of organizational identification, an indicator of their relationship quality with the hotel. Design/methodology/approach – This study uses 575 responses of hotel frontline employees in the US, collected through a national online survey. Findings – Results show that hotel employees' perceptions of CSR activities encompass the host community, colleagues, and customers, beyond green practices. Moreover, their perceptions of CSR activities positively and significantly influence the level of organizational identification. Research limitations/implications – The results of this exploratory study should not be generalized to all frontline employees in the US hotel industry. Future studies should extend this study to examine potential relationships among other variables relevant to organizational identification, and in other hospitality industry contexts. Also, this study does not seek to question the merits of CSR per se, as it takes a managerial perspective to assist hoteliers' understanding of and decision-making on CSR. Practical implications – As CSR activities often represent company values and norms, frontline employees' perceptions of them can influence how they identify with the company, which is an impetus for their attitudinal and behavioral support to help achieve the company's goals. Accordingly, CSR activities can be a critical tool in engaging frontline employees to achieve better performance and derive more meaning in their careers, and in attracting good quality employees. Originality/value – This study is a first attempt to empirically examine how CSR activities can benefit hotel employees, based on various literatures on service-profit-chain, CSR, and social identity theory.
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Amissah, Eunice Fay. "Stakeholders’ perceptions of service quality in hotels." Oguaa Journal of Social Sciences 8, no. 1 (May 1, 2017): 19–36. http://dx.doi.org/10.47963/joss.v8i1.306.
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Ghana is said to have the distinctive peculiarity of delivering poor service and anecdotal evidence suggests that hotel customers, both domestic and international guests have in one way or the other experienced shortfalls in the quality of services offered. Guests have expressed varied needs and expectations during their stay but hotels have not responded adequately. This study explored the perceptual interface between guests and service providers. The study gathered cross-sectional data using questionnaires from 172 hotel guests, 197 frontline employees and 125 management staff. The findings of the study reveal that there were significant differences between guests and service providers’ perceptions of service quality. It is therefore recommended that managers of hotels put in extra effort to minimize the gaps between guests and frontline staff’s perceptions by training employees and treating them as internal clients so that they understand and appreciate how the hotel works in order to satisfy and motivate employees to satisfy customers.
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Jung, Hyo Sun, and Hye Hyun Yoon. "The effects of social undermining on employee voice and silence and on organizational deviant behaviors in the hotel industry." Journal of Service Theory and Practice 29, no. 2 (August 21, 2019): 213–31. http://dx.doi.org/10.1108/jstp-06-2018-0131.
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Purpose Drawing on social identity theory, the purpose of this paper is to examine whether social undermining significantly influences employee voice (or silence) and organizational deviant behavior in the hotel industry regarding three types of social undermining: by supervisor, coworker and customer. Design/methodology/approach The study provided a self-administered questionnaire to 344 five-star hotel employees in South Korea. SPSS (version 22.0) and AMOS (version 20.0) were used to analyze the data. Findings Being undermined by customers negatively affects employee voice and positively affects employee silence. Supervisor and coworker undermining also negatively affects employee voice and positively affects employee silence. Employee voice does not significantly affect organizational deviant behavior, but employee silence significantly affects deviant employee behavior. This was also verified by the potential mediating effect of supervisor undermining on silence as a form of deviant employee behavior. Originality/value This study contributes to the development of long-term manager-centered measures to combat the effect of social undermining among frontline employees in the hotel industry. It can be difficult to differentiate clearly between the conflicts and stress experienced by employees at the service frontline and the social undermining they experience during diverse social interactions. In confirming the effects of social undermining on employees at a five-star hotel, the study also found no clear organizational provisions or legal recourse for victims. The findings suggest that hotel employees are easily exposed to social undermining as a result of the industry culture and socialization process.
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Chung, Hyunah, Wei Quan, Bonhak Koo, Antonio Ariza-Montes, Alejandro Vega-Muñoz, Gabriele Giorgi, and Heesup Han. "A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?" International Journal of Environmental Research and Public Health 18, no. 12 (June 19, 2021): 6616. http://dx.doi.org/10.3390/ijerph18126616.
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The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the employees’ desires to leave their organization. It also showed that perceived supervisor support mitigates employee turnover, and there were significant correlations between turnover intention with the employees’ marital status and job position. Gender and years of service did not affect the employees’ thinking of quitting their job. Our findings help hotel entrepreneurs better understand how to deal with customer incivility and employee job stress, and better comprehend the factors that minimize employees’ negative behaviors for the organization.
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Santhanam, Nivethitha, Kamalanabhan T.J., Lata Dyaram, and Hans Ziegler. "Impact of human resource management practices on employee turnover intentions." Journal of Indian Business Research 9, no. 3 (August 21, 2017): 212–28. http://dx.doi.org/10.1108/jibr-10-2016-0116.
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Purpose This paper aims to explore the relationship between human resource management practices, breach of psychological contract and employee turnover intentions among hotel frontline employees, considering the scant research attention to frontline employee’s perspectives in Indian hospitality industry. Design/methodology/approach A survey design was used to collect responses from 294 frontline employees (front-office and food and beverage services). Multiple regression analyses have been used to test the hypothesized relationships. Findings Selection, training and compensation practices were found to influence employee’s turnover intentions. In addition, psychological contract breach was found to enhance employee’s turnover intentions, despite the implementation of effective human resource management practices. Originality/value This study examines the role of psychological contract breach as a moderator in the relationship between human resource management practices and turnover intentions in a highly labour-intensive context, the hospitality industry.
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Bellou, Victoria, Nikolaos Stylos, and Roya Rahimi. "Predicting hotel attractiveness via personality traits of applicants." International Journal of Contemporary Hospitality Management 30, no. 10 (October 8, 2018): 3135–55. http://dx.doi.org/10.1108/ijchm-06-2017-0369.
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Purpose Despite the fact that hotels rely heavily upon frontline employees, extant evidence on what makes a hotel attractive in the eyes of job applicants is scarce. Thus, this paper aims to incorporate the Big Five personality traits model to identify what potential hotel job applicants are likely to seek in their prospective employers. Design/methodology/approach Applicants for non-managerial, frontline posts at upscale hotels were approached via three branches of a career agency located in England, UK; their responses were gathered via a self-administered questionnaire. The 522 usable responses were used in a covariance-based, multi-group structural equation modeling scheme to investigate three main research propositions with regards to the applicants’ personality traits’ influence on their perceptions of a hotel’s attractiveness as a potential employer. Findings Analysis of responses indicates significant differences regarding the impact of extraversion, conscientiousness and openness on perceived facets of employer attractiveness. Additionally, findings suggest that high self-esteem does make applicants more demanding, while work experience also influences their preferences regarding the hotels’ profiles as an employer. Research limitations/implications The results of this study are limited to applicants for non-managerial, frontline job positions in upscale hotels in the UK. Practical implications Practically, this study offers practitioners valuable feedback regarding the potential applicant’s personality profile that grants the best fit with an upscale hotel. Originality/value While different studies tried to identify the organizations’ attributes that attract potential applicants, evidence on what attracts individuals to a hotel is very limited. Hence, the present study tries to address this gap and link potential applicants’ personality profiles with that of hotels as employers.
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Lee, Kyoung-Joo. "Sense of calling and career satisfaction of hotel frontline employees." International Journal of Contemporary Hospitality Management 28, no. 2 (February 8, 2016): 346–65. http://dx.doi.org/10.1108/ijchm-01-2014-0026.
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Purpose – The purpose of this study is to investigate the relationship between sense of calling and career satisfaction of hotel frontline employees and to analyze the mediation role of knowledge sharing with organizational members given the rapidly growing academic interest in the meaning of work. Design/methodology/approach – Based on a survey of 357 frontline employees in 12 super-deluxe hotels in Korea, this study performed confirmatory factor analysis and structural equation modeling analysis to test the hypothesis of causal relationships in the research model. Findings – Drawing on self-determination theory (SDT), this study shows that sense of calling has a positive and significant effect on the career satisfaction of hotel frontline employees and that the relationship was mediated by active participation in knowledge sharing with supervisors and coworkers. Practical implications – The research result highlights the significance of service providers’ calling orientation on career satisfaction and their pursuit of skills and knowledge for higher personal development and performance to achieve career success. Originality/value – Based on SDT, this study deepens our understanding on the process of how calling orientation leads to career satisfaction and knowledge sharing behavior in organizations.
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Pascual-Fernández, Primitiva, María Leticia Santos-Vijande, and José Ángel López-Sánchez. "Harnessing innovation success in hotels: the interplay among key drivers of new service performance." International Journal of Contemporary Hospitality Management 32, no. 9 (July 29, 2020): 2757–76. http://dx.doi.org/10.1108/ijchm-12-2019-0988.
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Purpose This study aims to examine the interplay among three key drivers of service innovation success in the hospitality industry. Specifically, how internal marketing practices in hotels influence frontline employee involvement, training and empowerment for the new service provision (frontline employee ITE) and new service advantage. The study also analyzes how success factors affect new service internal and external performance. Design/methodology/approach Using data collected from managers of 256 hotels located in Spain, the model is tested through structural equation modeling data analysis. Findings Internal marketing practices have a positive and direct effect on frontline employee ITE, which, in turn, strengthens new service advantage. Frontline employee ITE also has a positive effect on the employees’ satisfaction and motivation (new service employee outcomes). New service employee outcomes and new service advantage reinforce the new service customer outcomes in terms of customer’s loyalty, improved hotel image and perceived leadership. Both new service employee and customer outcomes benefit new service market outcomes. Research limitations/implications The findings are obtained from a cross-sectional study. Hotel managers must pay particular attention to internal marketing practices, as they foster key drivers of new service success that ultimately improve new service internal and external performance. Originality/value This study extends the literature on service innovation success providing for the first time a study of the interrelationships among organizational and project-level new service success factors in the hospitality context.
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Chang, Song, Sean A. Way, and Derek H. K. Cheng. "The Elicitation of Frontline, Customer-Contact, Hotel Employee Innovative Behavior: Illuminating the Central Roles of Readiness for Change and Absorptive Capacity." Cornell Hospitality Quarterly 59, no. 3 (October 11, 2017): 228–38. http://dx.doi.org/10.1177/1938965517734940.
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Although service innovations have been recognized to be important for the long-term strategic success of hospitality firms, to date, the elicitation of innovative behavior has received little attention in the extant hospitality research literature. In the current study, we used a matched set of responses from 294 frontline, customer-contact, hotel employees and their direct supervisors to address this lack. Consistent with extant human resource management (HRM) studies that have advocated the agent-centered perspective, this study’s results illuminate a causal chain through which employee self-reported (Time 1, Source 1) perceived high-investment human resource practices (HIHRP) augments individual frontline, customer-contact, hotel employee supervisor-rated (Time 2, Source 2) innovative behavior. This study contributes to the extant hospitality and HRM research literatures by elucidating individual hotel employee self-reported perceived HIHRP as a key proximal determinant and individual hotel employee supervisor-rated innovative behavior as a key proximal consequence of two positive organizationally relevant individual-level psychological outcomes: that is, frontline, customer-contact, hotel employee self-reported readiness for change and absorptive capacity. Findings, implications, and limitations as well as avenues for future research are discussed.
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Yue, Liu Yue, and Sandeep Basnyat. "Managing Employee Emotions at the Workplace in the Hospitality Industry." Nepalese Journal of Hospitality and Tourism Management 3, no. 1 (November 2, 2022): 14–24. http://dx.doi.org/10.3126/njhtm.v3i1.49180.
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This paper explores frontline employees’ experience of managing emotions at their workplaces. The data for this study were collected using semi-structured interviews with fifteen hotel employees in Macao who were either working or had worked previously as frontline staff. The findings of this study reveal the nature and sources of emotional disturbances for hotel employees as well as strategies used by them to manage their emotions at their workplaces. The study also highlights the impacts of repeated controlling of emotions on employees, and the need for policy makers, including the hotel managers and government agencies that regulate hospitality employment, to develop regulations that emphasise these issues.
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Arasli, Huseyin, Hasan Evrim Arici, and Ezel Kole. "Constructive Leadership and Employee Innovative Behaviors: A Serial Mediation Model." Sustainability 12, no. 7 (March 25, 2020): 2592. http://dx.doi.org/10.3390/su12072592.
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This study aims to examine the influence of constructive leadership practices on the service innovative behaviors of hotel employees by a serial mediation system that treats employee psychological safety and employee creativity as mediators. Empirical data were collected from full-time frontline hotel employees in Antalya, Turkey. By using both convenience and judgmental sampling methods, this study included 357 hotel employees. The results provide empirical evidence for all suggested hypothesized associations. In particular, the findings display that psychological safety and engagement in creative work tasks play intervening roles (in the form of a chain) in the indirect influence of constructive leadership on employee perceptions regarding their service innovative culture. The current work provides practical contributions for hotel industry professionals who are in the treatment of implementing psychological safety and employee creativity, in order to establish innovative service culture in the hotel setting. The paper is among the first studies to investigate a serial mediation model to analyze which constructive leadership practices influence their innovative service culture.
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Daskin, Mustafa. "Linking polychronicity to hotel frontline employees’ job outcomes." EuroMed Journal of Business 11, no. 2 (July 4, 2016): 162–80. http://dx.doi.org/10.1108/emjb-04-2015-0022.
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Purpose – The purpose of this paper is to investigate the impact of polychronicity on frontline employees’ (FLEs) service recovery performance, perceived role overload, and work stress in a hotel work setting. Design/methodology/approach – In this survey, a total number of 267 usable questionnaires were personally retrieved from a sample of full-time FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis. Findings – Results based on hierarchical regression analysis reveal that polychronicity had positive impact on service recovery performance and negative impact on role overload and work stress. Significantly, while education was found to be positively related to service recovery performance, on the other hand, age, education, and job tenure were found to be negatively related to role overload and work stress. Practical implications – This paper provides implications for managers in terms of minimizing FLEs role overload and work stress and maximizing their service recovery performance. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within a hotel work setting. Originality/value – Theoretically, the current study by examining the untried effects and relationships such as the effect of polychronicity on FLEs’ service recovery performance and work stress lends further contribution to the tourism and hospitality management literature.
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Soni, Swati. "Workplace Emotions: A Study of Frontline Hotel Employees." Management and Labour Studies 42, no. 3 (August 2017): 237–52. http://dx.doi.org/10.1177/0258042x17718735.
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The study examines the phenomenon of emotional labour, with a special reference to the frontline hotel employees. Deep acting and surface acting have been discussed as emotion regulation processes. The study hypothesized that emotional labour results in emotional exhaustion and co-worker support acts as a moderator in the relationship between emotional exhaustion and emotional labour. Responses of 140 frontline hotel employees were measured using a self-administered questionnaire to obtain data on emotional labour, consequent emotional exhaustion and moderating role of co-worker support in the proposed relationship. The findings suggest that emotional labour leads to emotional exhaustion, and surface acting was positively related to emotional exhaustion and deep acting was negatively related to emotional exhaustion. Male and female employees, in similar profiles, showed differences in their emotional experiences and emotion regulation processes. Co-worker support was found to have a ‘reverse buffering’ effect suggesting that high level of co-worker support may result in decrease in job satisfaction as emotional labour increases. This was indeed an interesting observation. The article discusses the managerial implications of these findings.
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Darvishmotevali, Mahlagha, Huseyin Arasli, and Hasan Kilic. "Effect of job insecurity on frontline employee’s performance." International Journal of Contemporary Hospitality Management 29, no. 6 (June 12, 2017): 1724–44. http://dx.doi.org/10.1108/ijchm-12-2015-0683.
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Purpose The aim of this paper is to extend the knowledge of the link between job insecurity and job performance by exploring potential mediating mechanism of psychological strains and moderation role of psychological advantages on the mentioned relationship in the hospitality industry. Design/methodology/approach A sample of 288 frontline employees from five and four star hotels in north Cyprus was selected through judgmental sampling. Structural equation modeling was used to investigate the research model, and hierarchal multiple regression was used to test forwarded hypotheses. Findings The results showed that Job Insecurity mitigates Job Performance. The results further suggested that anxiety, as a psychological strain, mediates the effect of job insecurity on job performance. Additionally, psychological advantages (supervisor support and intrinsic motivation) play a crucial role as a delimiter against the negative effect of job insecurity on job performance. Research limitations/implications Hotel managers need to establish and communicate transparent human resource polices including, win-win-based employee contracts, fair selection, placement, appraisal, compensation, reward and similar human resource systems within hotels. Empowering and developing relations skills between supervisors and employees by providing continued training programs are vital for minimizing organizational stress and anxiety from job insecurity. Keeping in mind high employee turnover rates in the industry and its considerable costs, especially intrinsically motivated employees willing to work long hours should be selected in those organizations. Additionally, buddy-buddy approach in mentoring can be used by well-selected senior employees to help new employees socialize, improve their performance via social support and retain them in the end. By implication, lacking time lag is considered as the limitation. Originality/value Empirical research relating to the psychological strains and leverages of job insecurity is sparse in the hospitality industry. Based on job demand-resource and conservation of resource theories, the present research aimed to fill this gap.
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Li, Min, Ziyu Zhao, and Lijuan Cui. "Emotional labor strategies mediate the relationship between psychological empowerment and burnout of frontline hotel employees." Social Behavior and Personality: an international journal 49, no. 4 (April 7, 2021): 1–10. http://dx.doi.org/10.2224/sbp.10053.
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We examined the relationships among psychological empowerment, emotional labor strategies, and job burnout of frontline hotel employees with reference to conservation of resources theory and the job demands–resources model. A sample of 414 employees from a Chinese chain hotel was recruited to take part in this study. There was a significant negative correlation between psychological empowerment and job burnout for these frontline hotel employees. Furthermore, the emotional labor strategies of deep acting and automatic regulation played partial mediating roles in the relationship between psychological empowerment and job burnout, which has implications for the development of intervention mechanisms and work practices for addressing burnout.
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Golubovskaya, Maria, Richard N. S. Robinson, and David Solnet. "The meaning of hospitality: do employees understand?" International Journal of Contemporary Hospitality Management 29, no. 5 (May 8, 2017): 1282–304. http://dx.doi.org/10.1108/ijchm-11-2015-0667.
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Purpose This paper explores how hospitality frontline employees understand, interpret and practice “hospitality” in a hotel industry context. Design/methodology/approach Framed by interpretivist and phenomenological approaches a dual-stage semi-structured interview study design was conducted. A sample was drawn from hotel employees in Australia. Findings Findings support the proposition that the hospitality workforce tends to favor service management and service processes as the guiding paradigm. The essence of what it means to be hospitable, and the host-guest model, appears to be largely absent in practice. Research limitations/implications This paper contributes to a scarcity of literature exploring the understanding of hospitality, and how this understanding can translate into hospitable behavior, from the employee perspective. Our main implication is that service management terminology colonizes hospitality within a commercial context, while the essence of hospitality and the “hospitality” lexicon is concomitantly diminishing. The authors advocate for developing an inter-paradigmatic view of hospitality management. Practical implications While the study revealed that the majority of frontline hotel employees struggle with grasping and verbalizing their understandings and perceptions of the hospitality construct, although some acknowledged the importance of hospitality as being an integral component to service delivery. We identified consistent organizational practices and intrinsic employee traits that either enabled or obstructed hospitable behavior in hotel settings. Originality/value The study reveals tensions between the hospitality and service paradigms in hospitality literature and practice. We uncover hotel management practices that may help to conserve and foster the essence of hospitality in hospitality organizations.
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Ohunakin, Folakemi, Anthonia Adeniji, and Olumuyiwa Oludayo. "PERCEPTION OF FRONTLINE EMPLOYEES TOWARDS CAREER GROWTH OPPORTUNITIES: IMPLICATIONS ON TURNOVER INTENTION." Business: Theory and Practice 19 (November 20, 2018): 278–87. http://dx.doi.org/10.3846/btp.2018.28.
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Retaining talented employees has become a major challenge confronting the management in hospitality industry. Researchers from different climes have advocated for adequate retention strategies such as career growth opportunities, for overcoming the alarming rate of employees’ turnover in hotel organisations. However, there is paucity of empirical study on career growth opportunities and employees’ turnover intention. To fill this gap, quantitative data were gathered with 327 copies of questionnaire, administered to the frontline employees working in twenty-two 5-star hotels in Nigeria. Structural equation modelling (SEM) was used to test the hypotheses, with descriptive statistics, path analysis, maximum likelihood estimates and goodness of fit indices. The results revealed that all the parameters for career growth opportunities used in this study, inversely interact with turnover intention among the respondents. The findings indicate that organisations should pay adequate attention to career goal progress, professional ability development, promotion speed and remuneration growth of their talented employees. It implies that, these factors are pivotal for saving the cost of hiring new entrants, reduce the rate of turnover intention/actual turnover, and retain experienced high performers in hotel industry. This research established the effects of career growth opportunities on turnover intention in Nigerian context.
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Al-Hawari, Mohd Ahmad, Shaker Bani-Melhem, and Faridahwati Mohd. Shamsudin. "Does employee willingness to take risks affect customer loyalty? A moderated mediation examination of innovative behaviors and decentralization." International Journal of Contemporary Hospitality Management 33, no. 5 (May 31, 2021): 1746–67. http://dx.doi.org/10.1108/ijchm-08-2020-0802.
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Purpose This study aims to build on the trait activation and interactionist perspective theories to investigate the effect of frontline employees’ (FLEs) willingness to take risks on hotel guest loyalty by assessing the mediating role of their innovative behaviors. It also examines whether decentralization strengthens the positive impact of willingness to take risks on innovative behavior and, subsequently, customer loyalty. Design/methodology/approach The authors collected multilevel data from various sources – hotel FLEs (n = 183), hotel operation managers (n = 46) and hotel guests/customers (n = 266) – from five-star hotels operating in Dubai. Structural equation modeling and PROCESS macro (version 3.5) were used to analyze the data. Findings The findings showed that willingness to take risks indirectly (via innovative behaviors) affects guest/customer loyalty positively. This effect is strengthened when the hotel is decentralized. Practical implications This study provides insight into how hotel managers can foster customer loyalty. More specifically, they can do so by establishing employees’ innovative behaviors triggered by employees’ positive personality traits and by giving employees more autonomy. Originality/value The present study addresses recent calls to investigate the positive impact of FLEs’ personality traits, attitudes and behaviors on customer loyalty.
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Freire, Carla, Joana Gonçalves, and Maria Rita Carvalho. "Corporate Social Responsibility: The Impact of Employees’ Perceptions on Organizational Citizenship Behavior through Organizational Identification." Administrative Sciences 12, no. 3 (September 19, 2022): 120. http://dx.doi.org/10.3390/admsci12030120.
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The impact of the employees’ perceptions of CSR activities on the employee-organization relationship has been little explored in the literature. This study aims to analyze the impact of corporate social responsibility (CSR) perceptions (Environment-related CSR; Employee-related CSR, Customer-related CSR) on organizational citizenship behavior through the mediating role of the organizational identification of employees in the hotel sector. A questionnaire was applied to a sample of 214 frontline employees who work in four- and five-star hotels. Using Model 4 of the PROCESS macro, a mediation model was designed to test the hypotheses. The results indicate that there is a mediation model that uses the effect of organizational identification in the relationship between perceptions of CSR and organizational citizenship behavior. This study concludes that an increase in identification with the organization based on environmental-related activities, employee-related activities, or customer-related activities impact on OCB. The results of this study represent contributions to the literature in the CSR field, as well as to the case of human resources managers who wish to enhance organizational citizenship behavior and identification among hotel staff.
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Chen, Chien-Yu. "Does work engagement mediate the influence of job resourcefulness on job crafting?" International Journal of Contemporary Hospitality Management 31, no. 4 (April 8, 2019): 1684–701. http://dx.doi.org/10.1108/ijchm-05-2018-0365.
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PurposeResearchers and practitioners have remarked the critical nature of job crafting for employee and organizational effectiveness in the hotel industry. However, few studies have investigated the determinants of job crafting, especially the role of personality traits. Hence, this study aims to address this research gap by exploring how job resourcefulness influences job crafting and by clarifying the mediating role of work engagement.Design/methodology/approachThe sample of the present study comprised 433 Taiwanese frontline hotel employees. The hypothesized relationships were tested using structural equation modeling.FindingsThe results reveal that job-resourceful employees tend to engage themselves at work. Engaged employees tend to craft their jobs individually and collaboratively. That is, work engagement is a mediator between job resourcefulness and job crafting. Finally, the job resourcefulness–work engagement–individual crafting relationship is closer than the job resourcefulness–work engagement–collaborative crafting relationship.Research limitations/implicationsThe findings suggest that job resourcefulness can be considered as a criterion in selecting and retaining employees. Work engagement may serve as a mechanism for interpreting the relationship between job resourcefulness and job crafting. This study provides crucial insights to help hotel managers seek and aid employees who can actively reshape their work conditions. However, the sample comprises only frontline hotel employees and the generalization can be considered in the future studies.Originality/valueThis research is the first to examine the psychological process that mediates the connection between job resourcefulness and job crafting. The findings of this study contribute to the theory of the relationship between personality traits and job crafting and may serve as a reference in related practices.
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Han, Heesup, Wansoo Kim, and Chul Jeong. "Workplace fun for better team performance: focus on frontline hotel employees." International Journal of Contemporary Hospitality Management 28, no. 7 (July 11, 2016): 1391–416. http://dx.doi.org/10.1108/ijchm-11-2014-0555.
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Purpose The aim of this study is to reveal how workplace fun promotes team performance in the hotel business context. Design/methodology/approach The conceptual model of this study was tested based on responses from 271 frontline hotel employees (including managers) in the USA, who had full-time work tenure of more than three months in a three-star or above-rated hotel. Findings This study revealed that workplace fun activities enhance team performance by promoting employees’ workplace fun experience and by facilitating interpersonal trust and group cohesion, which, in turn, reduce intra-group conflict and stimulates interpersonal citizenship behaviors, respectively. Research limitations/implications First, this study adopted subjective team performance measures. Although it can be exaggerated unconsciously, the literature suggests that how team members perceive their team’ performance is also an important indicator of team effectiveness. Second, the conceptual model of this study was tested in the US context. So, in a more collectivistic culture, the model might generate somewhat different results from those of this study. Practical implications The findings of this study indicate that workplace fun initiatives by the management are an effective means to promote the performance of frontline work teams at a hotel. Discussions are extended to incorporating fun elements into existing organizational cultures. Originality/value By adopting the input–process–outcome framework, this study shows how workplace fun, as a critical input, creates positive group processes and, thereby, promotes positive group outcomes in the hotel business context.
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Srisakun, Chakrit, and Wanny Oentoro. "The Moderating Role of Passion for Service in The Hospitality Industry: Burnout Model." Suranaree Journal of Social Science 16, no. 2 (March 10, 2022): 1–15. http://dx.doi.org/10.55766/aasd6482.
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The objective of this research was to study the moderating effect of passion for service toward the relationship between burnout and intention to leave among the frontline employees who work in a hotel chains in Bangkok, the targeted population includes 63 hotel-chains in Bangkok, and 554 frontline employees contained suitable data and the moderated multiple regression analysis. The result indicates that passion for service performed the role to reduce the impact of emotional exhaustion and depersonalization on the intention to leave significantly. Based on these finding, the suggestion can be made that the recruiting and retaining the passionate frontline employees who have a passion to work, especially passion to provide service to customers need to be considered as the important factor to reduce the intention to leave which can eventually lead to reduce turnover rate.
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Hu, Bing, Jing Liu, and Xiang Zhang. "The impact of employees’ perceived CSR on customer orientation: an integrated perspective of generalized exchange and social identity theory." International Journal of Contemporary Hospitality Management 32, no. 7 (May 18, 2020): 2345–64. http://dx.doi.org/10.1108/ijchm-10-2019-0822.
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Purpose Prior marketing and hospitality studies have largely ignored the role of corporate social responsibility (CSR) in shaping frontline employees’ customer orientation. This study aims to investigate the impacts of employee perceived CSRs on customer orientation in hotel industry. Design/methodology/approach Through an onsite data collection from 642 frontline employees of 14 hotels in China, the moderated mediation model that links frontline employees’ perceptions of internal and external CSR to person-organization fit, work engagement and customer orientation were validated with the bootstrapping procedures. Findings The results reveal that a higher degree of perceived internal and external CSR leads to greater customer orientation through work engagement, and these indirect effects will be stronger with comparatively higher person-organization fit levels. Practical implications By clarifying the connection between perceived CSR initiatives and customer-oriented behaviors, this study offers inspiration for hospitality managers to devise, allocate and leverage CSR investments, strategies and practices. Originality/value To the best of the authors’ knowledge, this study is the first to verify a moderated mediation model that investigates the impacts of perceived CSRs (i.e. internal vs external) on customer orientation, which not only uncovers some neglected antecedents of customer orientation but also provides a more nuanced insight into perceived CSR-customer orientation linkages.
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Khetjenkarn, Siriporn, and Charoenchai Agmapisarn. "The effects of emotional labour on the outcomes of the job and the organization: Do the differences in age and the manager’s emotional intelligence have any impact in the hotel business?" European Journal of Tourism Research 25 (May 1, 2020): 2504. http://dx.doi.org/10.54055/ejtr.v25i.419.
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In the high competition of the hospitality and service industry, hotels are in the process of intensely managing their employees’ behaviour and emotions, and this can have a detrimental impact on frontline employees’ work attitudes, job performance, and behaviour within the organization. In Thailand, there are still pressing questions regarding these issues. The objectives of this study were to examine the relationships among emotional labour, burnout, job satisfaction, turnover intention, and organizational commitment, and to compare the moderating roles of the employee’s age and manager emotional intelligence affecting emotional labour concerning the job satisfaction and burnout of hotel frontline employees in Thailand. A total of 509 subjects were investigated. With the structural equation modelling (SEM) and multiple group analysis technique used in this study, the positive and negative significant effects of emotional labour concerning job and organizational outcomes, and the moderating roles of age and manager emotional intelligence, were determined. The managerial implications from the results of the study can have beneficial outcomes for the hospitality and service industry, particularly regarding the human resource management process in terms of dealing and custom treat with employees’ emotional labour.
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Robinson, Richard N. S., Anna Kralj, David J. Solnet, Edmund Goh, and Victor J. Callan. "Attitudinal similarities and differences of hotel frontline occupations." International Journal of Contemporary Hospitality Management 28, no. 5 (May 9, 2016): 1051–72. http://dx.doi.org/10.1108/ijchm-08-2014-0391.
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Purpose The purpose of this study is to identify across a number of workplace variables the similarities and differences in attitudes between three key frontline hotel worker groups: housekeepers, front office employees and food and beverage front-of-house staff. Design/methodology/approach A qualitative study was conducted using 25 semi-structured interviews with frontline workers employed in full-service hotels across Eastern Australia. Analysis was augmented through the Leximancer® software package to develop relational themes in the aggregation and disaggregation of the occupations. Findings Although work/life balance was a common theme across the three occupations, several distinct attitudinal differences emerged, in particular regarding perceptions of one occupational group towards another. Practical implications This study highlights the importance of hotel managers being cognisant of occupational differences and collecting data capable of assisting in the identification of these differences. Several practitioner relevant recommendations are made. Originality/value This exploratory study challenges assumptions regarding a “pan-industrial” hospitality occupational community and applies an emerging qualitative software package to highlight occupational differences and relational perceptions.
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Luoh, Hsiang-Fei, Sheng-Hshiung Tsaur, and Ya-Yun Tang. "Empowering employees: job standardization and innovative behavior." International Journal of Contemporary Hospitality Management 26, no. 7 (October 7, 2014): 1100–1117. http://dx.doi.org/10.1108/ijchm-03-2013-0153.
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Purpose – This study aims to explore the relationship between job standardization and employee innovative behavior, as well as the mediating and moderating effects of employee psychological empowerment. Little research has been focused on the conflicting concepts of job standardization and employee innovative behavior. Design/methodology/approach – Respondents chosen from frontline services in tourist hotels in Taiwan were used to examine the mediating and moderating roles of psychological empowerment on the established relationships between job standardization and employee innovative behavior. The results were analyzed using hierarchical regression models. Findings – The results show that job standardization had a negative effect on employee innovative behavior. In addition, employee psychological empowerment mediated the effect of job standardization on innovative behavior. Subsequently, employee psychological empowerment played a buffering role and moderated the job standardization–innovative behavior relationship. Practical implications – Hotel management needs to use both training and work process review to help employees innovate while still understanding the meaning of their work, enhancing self-efficacy, self-determination and the impact of decision-making. Originality/value – This study gives both theoretical and empirical evidence to clarify the effect of psychological empowerment on the importance of job standardization and innovative behavior in organizations. This is the only study that has investigated this topic in the hospitality field and therefore makes significant strides in understanding the impact of psychological empowerment on hotel employees’ innovative behavior.
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Freire, Carla, and Joana Gonçalves. "The Relationship between Responsible Leadership and Organizational Citizenship Behavior in the Hospitality Industry." Sustainability 13, no. 9 (April 22, 2021): 4705. http://dx.doi.org/10.3390/su13094705.
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The purpose of this study is to explore the mediating role of the perception of social responsibility, and organizational identification, in the relationship between responsible leadership and organizational citizenship behavior in the hospitality industry. A questionnaire was answered by 214 frontline employees of four and five-star hotels, in the north of Portugal. Results indicate that there is a mediation model, which uses the effect of the perception of social responsibility and organizational identification in the relationship between responsible leadership and organizational citizenship behaviors. This study is a first attempt to propose a parallel multiple mediator model that explores the effect of hotel frontline employees’ perceptions of the importance of social responsibility, as well as the effect of employees’ identification with the organization, both of which act as mediators in the relationship between responsible leadership and OCB in the hospitality industry.
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Datta, Amit. "Measuring the influence of hospitality organizational climate on employee turnover tendency." TQM Journal 32, no. 6 (May 21, 2020): 1307–26. http://dx.doi.org/10.1108/tqm-08-2019-0198.
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PurposeThis study aims to identify the underlying dimensions of hospitality organizational climate and then measure the influence of it on employee turnover tendency.Design/methodology/approachData were obtained from 504 employees across 18 upscale hotels in India. Factor analysis was adopted to identify the organizational climate dimensions and its influence on turnover tendency was measured by SEM. One-way ANOVA tested the hypothesis related to the perceived differences among the employees regarding turnover intention.FindingsResult supports the hypothesized relationship between the constructs that the identified organizational climate structure have strong inverse relationship with employee turnover tendency and its dimension “leaders facilitation and support” was found to influence turnover intention the most, followed by “cohesion, clarity and objectivity of system,” “esprit of profession, organization and workgroup” and “job challenge, variety and feedback.” Results also determined differences among the hotel employees of different job levels and gender regarding turnover tendency.Practical implicationsStudy reveals that employee turnover tendency is predominantly influenced by the identified factors of organizational climate and more among the male frontline employees and attrition reduces with age and position. This knowledge will help the hotel's management in designing strategic HRM to control attrition.Originality/valueThis study is the first to establish an organizational climate measure of hotel industry in India and opens scope for future research. It also draws attention to the relationship of organizational climate with turnover tendency.
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Wong Chak Keung, Simon. "Tourists’ perceptions of hotel frontline employees’ questionable job-related behaviour." Tourism Management 21, no. 2 (April 2000): 121–34. http://dx.doi.org/10.1016/s0261-5177(99)00042-4.
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Xiang, Ling, and Yi-Chun Yang. "Factors influencing green organizational citizenship behavior." Social Behavior and Personality: an international journal 48, no. 9 (September 2, 2020): 1–12. http://dx.doi.org/10.2224/sbp.8754.
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We examined the relationships between green human resource management practices, organizational identification, and green citizenship behaviors in the hotel industry. Our framework comprised 5 dimensions of green human resource management practices: green recruitment, green training, green performance management, green reward, and green involvement. We predicted that each dimension would positively influence frontline employees' organizational identification, and, in turn, their green organizational citizenship behaviors of eco-initiatives, eco-civic engagement, and eco-helping. Participants were 426 frontline employees working in Taiwanese hotels. Consistent with our predictions, each of the 5 green human resource management practices had a positive influence on organizational identification, which then positively affected green organizational citizenship behavior. Moreover, green human resource management practices enhanced employees' green organizational citizenship behavior, and organizational identification was an effective mediator of the relationship between green human resource management practices and green organizational citizenship behavior. Practical and theoretical implications of the findings are discussed.
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Elbaz, Ahmed Mohamed, Islam Elbayoumi Salem, Adah-Kole Onjewu, and Mohammad Nabil Shaaban. "Hearing employee voice and handling grievance: Views from frontline hotel and travel agency employees." International Journal of Hospitality Management 107 (October 2022): 103311. http://dx.doi.org/10.1016/j.ijhm.2022.103311.
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Peng, Jia-Min, Xin-Hua Guan, and Tzung-Cheng Huan. "Not always co-creating brand: effects of perceived justice on employee brand sabotage behaviours in the hotel industry." International Journal of Contemporary Hospitality Management 33, no. 3 (February 10, 2021): 973–93. http://dx.doi.org/10.1108/ijchm-09-2020-0991.
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Purpose This study aims to explore the concept of frontline employee’s brand sabotage behaviour (BSB) and the influencing factors of BSB in the hotels and their partner travel agencies from the perspective of perceived justice and establishes a moderating mechanism based on emotional resource supplementation. Design/methodology/approach This paper developed a measurement scale of BSB through interviews with hotel employees and multiple rounds of questionnaire surveys in Study 1 and tested the research model and hypotheses using a structural equation model analysis in Study 2. Findings The results of multiple rounds of surveys indicate that a positive perception of procedural justice helps to restrain employees from implementing BSB but the employee’s perceived customer injustice can directly stimulate not only the BSB but also reduce employees’ perception of the level of procedural justice. However, when employees’ self-efficacy for emotional regulation is higher, the positive relationship between customer injustice and BSB and the negative impact on procedural justice is weakened. Practical implications The findings suggest that managers should implement practices to suppress BSB by actively managing the service interaction process and reduce the instances of unjust customer behaviours, while preventing employees from sabotaging brands at both organizational and employee levels by promoting organizational procedural justice and employees’ self-efficacy for emotional regulation. Originality/value The research results enrich the discussion on the integration of resources in the process of value co-creation and the common sabotage of brand value caused by resource abuse. Further, this study also supplements and perfects the theory of service brand management.
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Shi, Xiaolin (Crystal), and Xingyu Wang. "Daily spillover from home to work: the role of workplace mindfulness and daily customer mistreatment." International Journal of Contemporary Hospitality Management 34, no. 8 (March 25, 2022): 3008–28. http://dx.doi.org/10.1108/ijchm-10-2021-1281.
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Purpose This daily diary study aims to examine the influences of daily poor sleep quality on employees’ emotional exhaustion at work via negative affect at home. Additionally, this study examines the moderating effects of day-level customer mistreatment and person-level workplace mindfulness in hotel frontline employees’ daily spillover from the nonwork domain to the work domain. Design/methodology/approach An experience sampling method was applied, and the survey data were collected from 98 frontline service employees in the hotel industry in China. This study included a one-time initial survey and a ten-day daily diary study. Findings This study reveals that frontline service employees’ poor sleep quality of the previous night influences their emotional exhaustion after work through negative affect at home. On days when employees perceived a low level of customer mistreatment, the daily positive association between negative affect at home and emotional exhaustion after work would be attenuated. Moreover, employees with a higher level of workplace mindfulness are less likely to be influenced by the negative affect at home. Practical implications This study suggests that hospitality organizations should extend their focus on caring about employees’ nonwork life quality, such as improving daily sleep quality and providing workplace mindfulness trainings. Originality/value This study adds to the current literature on work and nonwork spillover by considering the spillover process from employees’ nonwork domains to work domains by taking a dynamic and multilevel perspective.
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Afsar, Bilal, Asad Shahjehan, and Syed Imad Shah. "Frontline employees’ high-performance work practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality industry." International Journal of Contemporary Hospitality Management 30, no. 3 (March 19, 2018): 1436–52. http://dx.doi.org/10.1108/ijchm-11-2016-0633.
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Purpose The purpose of this study is to investigate the mediating effect of job embeddedness on the relationships between high-performance work practices, trust in supervisor and turnover intentions of frontline employees in the hospitality industry. Design/methodology/approach Data were collected from 343 frontline employees working in four- and five-star hotels of Thailand. Partial least squares was used for analysis because it is considered as the best method to analyze the data containing both reflective and formative indicators. Findings Results suggest that job embeddedness fully mediates the effects of high-performance work practices and trust in supervisor on turnover intentions and turnover intention positively affects the actual voluntary turnover. Practical implications The study confirms that high-performance work practices (empowerment, training and rewards) and trust in supervisor affect turnover intentions through on-the-job embeddedness. Hence, high-performance work practices embed hotel employees in their jobs, and they are unlikely to display turnover intentions. Furthermore, low level of trust in supervisor must be addressed to maintain a healthy environment where employees are able to develop their job embeddedness. Originality/value This study contributes to the body of research on the theoretical explanation of the consequences of trust in supervisor in hospitality industry, as well as to the growing body of research on turnover intentions in frontline employees.
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Lee, Jin-Soo, Ki-Joon Back, and Eric S. W. Chan. "Quality of work life and job satisfaction among frontline hotel employees." International Journal of Contemporary Hospitality Management 27, no. 5 (July 13, 2015): 768–89. http://dx.doi.org/10.1108/ijchm-11-2013-0530.
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Purpose – The purpose of this paper is to achieve three objectives: to investigate perceived quality of work life (QWL) need attributes among frontline employees in the lodging industry, to assess the asymmetric relationships between QWL attributes and job satisfaction (JS) and to prioritize QWL attributes for the effective management of JS. Design/methodology/approach – Data were analyzed using exploratory factor analysis, impact range-performance analysis and impact-asymmetry analysis. Findings – Each QWL attribute showed significant and various asymmetric or linear impacts on JS or job dissatisfaction (JDS). Practical implications – Study results provided critical information for hotel managers to prioritize several attributes, such as safe work place, fair pay, empowerment and effective training, to enhance JS and reduce JDS for frontline personnel. Originality/value – This study sheds light for identifying the underlying structure of QWL and further investigate the asymmetric relationship between QWL attributes and JS/JDS using need satisfaction, self-determination and three-factor theory in the lodging industry.
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Liu, Xiaofen. "Emotional Labor Strategy of Hotel Frontline Employees: The Antecedents and Consequences." Journal of Service Science and Management 10, no. 05 (2017): 425–36. http://dx.doi.org/10.4236/jssm.2017.105034.
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Wireko-Gyebi, Sampson, George Kwame Adu-Frimpong, and Rejoice Selorm Ametepeh. "Work-related stress: coping strategies of frontline hotel employees in Ghana." Anatolia 28, no. 2 (February 16, 2017): 197–208. http://dx.doi.org/10.1080/13032917.2017.1289965.
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