Abundant literature has examined resident reactions to tourism by their perceptions of perceived impacts, overlooking individual emotional responses that might be elicited by psychological causes t...

Beyond cost–benefit analysis: resident emotions, appraisals and support toward tourism performing arts developments

This paper investigates how different human mobilities negotiate public space and with which results. The case in point is that of cruise tourism in Barcelona, a city where the relentless growth of...

Whose is that square? Cruise tourists’ mobilities and negotiation for public space in Barcelona

Developments in households’ net financial wealth may be a better determinant of tourism demand flows than income This study investigates the effect of cycles of US households’ net financial positi

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Households’ Net Financial Wealth as a Determinant of Tourism Demand Cycles: Evidence from US Travel to Selected Caribbean Destinations:

Health tourism is a booming billion-dollar business, which has attracted the attention of academia and industry. Most of the research conducted on health tourism has been conceptual or has mainly f...

Health tourism in a developed country with a dominant tourism market: the case of the United States’ travellers to Canada

With the rapid development of the experience economy and sharing economy, bed and breakfast (B&B) accommodation, favoured by more and more tourists, has become an indispensable component of tourism...

Exploring the dimensions of bed and breakfast (B&B) visitors’ experiences

Practical Tourism Research

Customer contact service employees in hospitality organisations have a critical role to play in satisfying customers’ expectations. However, it is recognised that hospitality service jobs are often associated with low pay, long and anti-social hours, unstable and seasonal employment, low job status, a lack of career opportunities and poor levels of benefits. In the light of factors such as these, which are likely to militate against high levels of motivation - and consequently to reduce the quality of customer service - addressing hospitality customer service employees’ motivation can be viewed as a priority for hospitality management. Inspirational, motivational leaders can motivate employees to ‘perform beyond expectations’ and previous studies of leadership in hospitality have demonstrated a number of positive outcomes related to the presence of inspirational leaders. No studies have been identified, however, that have measured the specific influence of motivational leadership on hospitality service employees’ job performance. To evaluate the contribution of motivational leadership to employee work motivation, work motivation was measured using both employee attitudes and job performance. Data were collected from a sample of non-supervisory waiting staff in hotel businesses in the UK. In total, two hundred and thirteen usable survey forms were returned from twenty seven UK hotels with table service restaurants. All of the participating organisations were rated as three or four stars and the mean number of non-supervisory waiting staff in these hotels was twenty three. The study finds that motivational leadership, alongside employee perceptions of empowerment and employees’ work orientations, contributes positively to both work attitudes and job performance. The research also finds that motivational leadership enhances employees’ work meaning and understanding of organisational goals (mission clarity). In addition to its empirical dimensions, the research contributes to hospitality studies theory by critically appraising the leadership-related hospitality literature and making recommendations for the future progress of hospitality leadership studies.

Stevan Boyne

Papers

Practical Tourism Research

Leadership and motivation in hospitality