Showing papers in "International Journal of Contemporary Hospitality Management in 2012"
TL;DR: In this article, the authors proposed an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.
Abstract: Purpose – The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.Design/methodology/approach – Data were collected from customers at an authentic upscale Chinese restaurant located in a Southeastern state in the USA via a self‐administered questionnaire. Anderson and Gerbing's two‐step approach was used to assess the measurement and structural models.Findings – Structural equation modeling shows that the quality of the physical environment, food, and service were significant determinants of restaurant image. Also, the quality of the physical environment and food were significant predictors of customer perceived value. The restaurant image was also found to be a significant antecedent of customer perceived value. In addition, the results reinforced that customer perceived value is indeed a ...
991 citations
Abstract: Purpose – This study aims to explore generational differences in the psychological contract of hospitality employees and work outcomes such as commitment and turnover intention.Design/methodology/approach – Data were collected in 20 hotels (n=359) from a four‐star hotel chain in The Netherlands using a self‐administered questionnaire. Data were analysed using MANOVA and post‐hoc analysis.Findings – Findings suggest that opportunities for development and challenge, variation and responsibility are more important to younger generations of hospitality workers. Generation X placed high value on work‐life balance, autonomy and job security. No differences were found for work atmosphere, salary and task description. Significantly lower commitment and higher turnover intention was also found for Generation Y.Practical implications – The findings provide insight into generational differences in expectations that hospitality workers have of their employers. This helps managers in developing management styles as we...
207 citations
TL;DR: In this paper, the authors analyzed the environmental management policies and practices of the top 50 hotel companies as disclosed on their corporate web sites and identified 12 major environmental focus areas in which the sample hotel companies engaged.
Abstract: Purpose – The purpose of this paper is to analyze the environmental management policies and practices of the top 50 hotel companies as disclosed on their corporate web sites.Design/methodology/approach – This study employed content analysis to review the web sites of the top 50 hotel companies as defined herein.Findings – Only 46 per cent of the selected hotel companies used web pages to post information related to environmental issues on their public web sites. The web pages of Wyndham, IHG, Accor, Whitbread, Hyatt, Rezidor, Sol Melia, TUI, and Scandic featured more revealing environmental information than that posted by other companies, which indicated their environmental commitment and engagement. The results of content analysis identified 12 major environmental focus areas in which the sample hotel companies engaged.Research limitations/implications – The findings on environmental policies and practices are limited to the environmental information featured on the web sites of the top 50 hotel companie...
195 citations
TL;DR: In this article, the authors developed and tested a research model that examines career satisfaction as a mediator of the effect of perceived organizational support on service recovery performance and job performance, and the results suggested that the fully mediated model had a better fit to the data when compared to the partially mediated model.
Abstract: Purpose – The purpose of this study is to develop and test a research model that examines career satisfaction as a mediator of the effect of perceived organizational support on service recovery performance and job performance.Design/methodology/approach – Based on data obtained from frontline hotel employees with a time lag of one month and their immediate supervisors in Cameroon, the hypothesized relationships were tested using LISREL 8.30 through structural equation modeling.Findings – The results suggested that the fully mediated model had a better fit to the data when compared to the partially mediated model. As hypothesized, perceived organizational support influenced service recovery performance and job performance only via career satisfaction.Research limitations/implications – Investigating the study relationships over a longer period of time than was done in this study would be useful for making causal inferences conclusively. Replication studies with larger sample sizes in different hospitality ...
169 citations
TL;DR: In this paper, the role of customers' contributions in social networks for NSD purposes was investigated, which revealed that online customers' interactions and dialogues enable customers to share and understand the context of using services, which in turn triggers emotions and cognition that help customers to generate and further enhance ideas for new services.
Abstract: Purpose – The study aims to use netnography to investigate the role of customers' contributions in social networks for NSD purposes.Design/methodology/approach – The study adopted an exploratory case study methodology to conduct a content analysis of customers' contributions in a social network, namely www.mystarbucksidea.com. Netnography was used for data analysis and interpretation.Findings – The findings reveal that online customers' interactions and dialogues enable customers to share and understand the context of using services, which in turn triggers emotions and cognition that help customers to generate and further enhance ideas for new services. Thus, the variety of customers and the sharing of their diverse roles have a positive influence on enabling participants of online social networks to generate new service ideas.Research limitations/implications – The findings are applicable to the study's context, but future research should try to triangulate and enhance them by conducting studies in other...
158 citations
TL;DR: In this paper, the authors investigate the influence of competitive strategies and organizational structure on hotel performance and explore whether organizational structure has a moderating effect on the relationship between competitive strategies, organizational structure, and hotel performance.
Abstract: Purpose – The purpose of this paper is to investigate the influence of competitive strategies and organizational structure on hotel performance and to explore whether organizational structure has a moderating effect on the relationship between competitive strategies and hotel performance.Design/methodology/approach – This study employed a causal and descriptive research design to determine the cause‐and‐effect relationships among competitive strategies, organizational structure, and hotel performance based on previous studies. A 28‐question self‐administered questionnaire comprising three sections was employed. The target population for this study was US hotel owners and general and executive managers whose e‐mail addresses were listed on a publicly available database. A census survey was carried out and e‐mails were sent to all of the hoteliers listed in the database.Findings – The results show a competitive human resources (HR) strategy to have a direct impact on a hotel's behavioral performance, and a ...
150 citations
TL;DR: In this paper, the authors investigate the impact of information security breaches on hotel guests' perceived service quality, satisfaction, likelihood of recommending a hotel and revisit intentions, and reveal a significant impact of the treatments on three of the four outcome variables.
Abstract: Purpose – The primary purpose of this study is to investigate the impact of information security breaches on hotel guests' perceived service quality, satisfaction, likelihood of recommending a hotel and revisit intentions.Design/methodology/approach – Five‐hundred seventy‐four US travelers participated in this experimental study. The respondents were exposed to one of three different scenarios: “negative”, where an information security breach happened in the hotel where a person stayed last and guest information was compromised; “neutral”, where an information security breach happened and guest information remained safe; and “positive”, where participants were told that the hotel where they last stayed successfully passed a comprehensive security audit, meaning that their guest information is properly handled and secured.Findings – The results of the study revealed a significant impact of the treatments on three of the four outcome variables: satisfaction, likelihood of recommending a hotel, and revisit i...
139 citations
TL;DR: In this article, the authors examined the impacts of emotional intelligence on the relationships among emotional labor acting strategies, emotional exhaustion (EE), and service recovery performance (SRP) in the hotel industry.
Abstract: Purpose – The study aimed to test the antecedents and consequences of emotional labor (EL) acting strategies in the hotel industry. More specifically, the purpose of this study was to examine the impacts of emotional intelligence (EI) on the relationships among EL acting strategies, emotional exhaustion (EE) and service recovery performance (SRP).Design/methodology/approach – The survey was administered in five‐star hotels in Korea. Frontline employees of the hotels participated in the survey and a total of 353 returned questionnaires were used for data analysis.Findings – The research confirmed the importance of EI in the context of EL. The paper provided empirical evidence that EI affected the EL acting strategies and their consequential behavioral outcomes.Practical implications – The study suggests that hospitality managers must find ways to elevate employees' EI level. Performance management processes should incorporate identification and positive reinforcement of EL acting strategies that enhance SR...
131 citations
TL;DR: In this paper, the authors investigated the predictive effect of work family conflict and family facilitation on job satisfaction in the Korean hotel industry and found that job satisfaction may be improved by limiting work to family conflicts and evaluating the nature of facilitating from family to work.
Abstract: Purpose – The present study aims to investigate the predictive effect of work‐family conflict and work‐family facilitation on job satisfaction in the Korean hotel industry In addition, this study seeks to examine if there is a significant effect of job satisfaction on job performanceDesign/methodology/approach – The data were obtained from full‐time frontline staff in ten five‐star hotels in Seoul Confirmatory factor analysis and path analysis through AMOS 40 were performed to demonstrate relationships among variables In addition, frequent analysis to investigate sample characteristics and correlation analysis to determine relationships between each of the two constructs were conducted using SPSS 100Findings – The results show that job satisfaction may be improved by limiting “work to family conflicts” and evaluating the nature of “facilitation from family to work” An additional finding is that job satisfaction may enhance job performance Unexpectedly, “family to work conflict” significantly and
121 citations
TL;DR: In this paper, the authors examined the relationship between four types of the hotel owner's corporate level strategies and the hotel property financial performance and found that hotel owners' expertise in implementing superior strategies regarding segment, brand, operator, and location are critical to hotel unit financial performance.
Abstract: Purpose – The purpose of this paper is to examine corporate strategic effects on hotel unit performance. Taking a hotel owner's perspective, the relationship between four types of the owner's corporate level strategies and the hotel property financial performance are examined.Design/methodology/approach – This study is built on a secondary data set provided by Smith Travel Research. A total of 2,012 hotels across the USA were analyzed for the period between 2003‐2005.Findings – The findings support the existence of corporate effects in the US lodging industry. It is revealed that a hotel owner's corporate strategies do influence hotel property level financial performance. Specifically, a hotel owner's expertise in implementing superior strategies regarding segment, brand, operator, and location (i.e. state) are critical to hotel unit financial performance.Research limitations/implications – The main limitations of this study include the limited number of years with available data, lack of knowledge on the...
108 citations
TL;DR: In this article, the authors investigated the structural relationships between chain restaurant patrons' brand attitude, utilitarian value, hedonic value, well-being perception, and behavioral intentions with the moderating role of involvement.
Abstract: Purpose – The purpose of this research was to investigate the structural relationships between chain restaurant patrons' brand attitude, utilitarian value, hedonic value, well‐being perception, and behavioral intentions with the moderating role of involvement.Design/methodology/approach – A review of the current literature in these areas revealed ten theoretical hypotheses, from which the authors derived a structural model. The model was tested utilizing data collected from 433 chain restaurant patrons. Confirmatory factor analysis and structural equation modeling were utilized to test the proposed theoretical relationships.Findings – Data analysis indicates that brand attitude and hedonic value bear a positive impact on patrons' well‐being perception. However, it was revealed that utilitarian value does not have significant impact on patrons' well‐being perception. It was also found that well‐being perception is the most powerful determinant of patrons' positive behavioral intentions. More importantly, w...
TL;DR: In this paper, an analysis of opinions from a sample of residents in Aragon, an important wine-producing region of Spain, established the main groups of existing incentives and barriers, and a model of structural equations was considered, to establish what effect the previously obtained incentives and different existing barriers have on the intention to generate wine tourism.
Abstract: Purpose – Wine tourism is emerging as a lucrative industrial sector, capable of generating considerable economic development, and there are numerous wine‐producing regions that would like to become new tourist destinations. To do so the agents involved must know the incentives for and barriers to (the participation of) potential tourists, as well as the significance of those incentives and barriers. This paper seeks to address these issues.Design/methodology/approach – An analysis of opinions from a sample of residents in Aragon, an important wine‐producing region of Spain, established the main groups of existing incentives. Subsequently, a model of structural equations was considered, to establish what effect the previously‐obtained incentives and different existing barriers have on the intention to generate wine tourism.Findings – The results indicate that the services offered by wineries and the appeal of the destination are the key incentives. Moreover, personal barriers constitute the main impediment...
TL;DR: In this article, the authors investigate the impact of crowding in the effective control of the waiting environment and examine the mediating role of emotion and the moderating role in the relationship between crowding and approach-avoidance responses.
Abstract: Purpose – Recognizing that crowding in a restaurant waiting area forms a first impression of service and sets service expectations, the purpose of this study is to investigate the impact of crowding in the effective control of the waiting environment. The study seeks to examine the impact of crowding on customers' emotions and approach‐avoidance responses and to examine the mediating role of emotion and the moderating role of desired privacy in the relationship between crowding and approach‐avoidance responses.Design/methodology/approach – Using real‐scale, interactive virtual reality (VR) technology that allows high‐fidelity representations of real environments, the authors created a navigable, photo‐realistic three‐dimensional model of a restaurant waiting area. Through an experimental study which manipulated crowding levels in the VR restaurant, they surveyed the subjects' responses toward crowding conditions.Findings – The study found significant effects of crowding on emotions including arousal and d...
TL;DR: In this paper, a qualitative case study was conducted by conducting 15 open interviews in a South Tyrolean destination and analyzed with the aid of the GABEK technique, concluding that structural and procedural conditions are relatively more critical to the promotion of interorganizational coop...
Abstract: Purpose – While it is possible to classify the previously suggested conditions to the promotion of interorganizational cooperation as either referring to strategic interdependence or to structural and procedural conditions, it is unclear which approach is more critical to the promotion of local and regional cooperation in the hospitality industry at the network level. Therefore, the purpose of this paper is twofold: to inductively develop propositions regarding the promotion of such cooperation in order to evaluate the relative importance of the two conflicting positions, and to demonstrate the suitability of GABEK to the development of these propositions.Design/methodology/approach – Following a qualitative case study design, data were gathered by conducting 15 open interviews in a South Tyrolean destination and analyzed with the aid of the GABEK technique.Findings – The results suggest that the structural and procedural conditions are relatively more critical to the promotion of interorganizational coop...
TL;DR: In this article, the authors identify that both work values and burnout are important predictors for promoting organizational citizenship behaviors (OCBs) Moreover, they also seek to investigate the moderating impact of burnout on the relationships between work value and OCBs.
Abstract: Purpose – The purpose of this research is to identify that both work values and burnout are important predictors for promoting organizational citizenship behaviors (OCBs) Moreover, this research also seeks to investigate the moderating impact of burnout on the relationships between work values and OCBsDesign/methodology/approach – A total of 310 employee‐supervisor dyads of hotel front‐line service employees in Taiwan were selected as the research participants The employees were asked to provide information on the items about work values and burnout, and their supervisors were asked to complete items concerning the OCBs of their subordinates A confirmatory factor analysis was conducted to investigate measurement reliability and validity All hypothesized relationships and moderating effects were tested using hierarchical regression equationsFindings – It was found that both work values and burnout are important factors to consider for promoting OCBs In addition, the study also proves that burnout as
TL;DR: In this paper, a phenomenological research process was used to elucidate the nature of creativity and innovation in haute cuisine in five European countries, including the UK, Spain, France, Austria and Germany.
Abstract: Purpose – This paper aims to present and reflect on a phenomenological research process used to elucidate the nature of creativity and innovation in haute cuisine.Design/methodology/approach – In‐depth unstructured interviews and field notes capturing subjective experiences were employed to elucidate the experiences of 18 top chefs from the UK, Spain, France, Austria and Germany with regards to creativity and innovation.Findings – The findings are twofold: first, an empirical sample finding is presented in order to contextualize the type of findings obtained; second, key methodological findings are presented explaining the process of elucidating the nature of creativity and innovation through iterative learning from the descriptions of the interviewees and the subjective experiences gathered.Research limitations/implications – The underlying phenomenological study is limited to male haute cuisine chefs in five European countries. Future research is planned including female and male chefs from other countr...
TL;DR: In this article, the authors examined gender differences while controlling for select variables on job satisfaction using data collected from employees in the hospitality industry and found that significant gender differences exist with regard to the "using ability in the job" dimension of job satisfaction.
Abstract: Purpose – The purpose of this research is to examine gender differences while controlling for select variables on job satisfaction using data collected from employees in the hospitality industry.Design/methodology/approach – The study was conducted on 397 employees (234 males and 163 females) in five‐star hotels in Ankara, Turkey.Findings – The level of job satisfaction is determined by four factors: “management conditions”, “personal fulfillment”, “using ability in the job”, and “job conditions”. The study results show that significant gender differences exist with regard to the “using ability in the job” dimension of job satisfaction. After controlling such variables as age, marital status, monthly income level, education, type of department, position held, length of time in the organization, length of time in the tourism sector, and frequency of job change, most gender differences remained significant.Research limitations/implications – The use of hotel employees solely representing five‐star hotels ma...
TL;DR: In this article, the authors present the challenges encountered when conducting qualitative research in foodservice operations and discuss the strategies to overcome the identified challenges, such as institutional review board approvals, managements' willingness to participate, and organizational and cultural barriers.
Abstract: Purpose – The purpose of this paper is to present the challenges encountered when conducting qualitative research in foodservice operations and to discuss the strategies to overcome the identified challenges.Design/methodology/approach – The researchers conducted food safety observations, interviews, and focus groups with more than 600 foodservice employees and managers. The researchers encountered multiple challenges including institutional review board approvals, managements' willingness to participate, and organizational and cultural barriers.Findings – Obtaining in‐depth, credible information through observations, interviews, and focus groups adds depth and breadth to hospitality studies. However, given high industry turnover, recruitment and retention throughout a study is problematic. Moreover, researchers encounter many barriers as they obtain data, such as establishing authenticity and overcoming Hawthorne and halo effects.Originality/value – Strategies to increase participation and thereby improv...
TL;DR: In this article, the authors examined the reliability and validity of the lodging quality index (LQI) and assessed the relative importance of the five dimensions of the LQI in the Canadian hotel context.
Abstract: Purpose – The purposes of this study are: to examine the reliability and validity of the lodging quality index (LQI); and to assess the relative importance of the five dimensions of the LQI in the Canadian hotel context. The LQI was developed by Getty and Getty and published in 2003 in the International Journal of Contemporary Hospitality Management.Design/methodology/approach – Data are collected from 200 Canadian respondents who had stayed in a hotel in Canada within the preceding three months. Data are examined using confirmatory factor analysis and regression analysis.Findings – The findings support the reliability and the validity of the LQI's structure of five dimensions. The scale is shown to be a reliable instrument for measuring overall service quality and for predicting the satisfaction and behavioral intentions of hotel guests. In terms of the importance of the five dimensions, the study finds that “tangibility” and “communication” are the most important.Originality/value – This is the first in...
TL;DR: In this article, a study of service failure issues for disabled tourists has been conducted by analyzing disabled travelers' complaints reported through online customer complaint websites, where a total of 316 customer complaints were collected and analyzed utilizing a modified procedure of the Critical Incident Technique (CIT).
Abstract: Purpose – While the topical areas of service failure and complaints have been systematically investigated for the general traveling public, service failure issues for disabled tourists have been widely ignored. This exploratory study attempts to provide some insights into this phenomenon by analyzing disabled travelers' complaints reported through online customer complaint websites.Design/methodology/approach – A total of 316 customer complaints were collected and analyzed utilizing a modified procedure of the Critical Incident Technique (CIT). Differences in service failure dimensions in industry sector and recovery type were investigated through the correspondence analysis.Findings – Critical incidents of disabled travelers were classified into three dimensions of service failures including service delivery failure, unfulfilled special requests, and unsolicited employee conduct. Significant relationships in service failure dimensions were identified in the industry sectors and types of recovery.Research...
TL;DR: In this article, the authors introduce the notion of investigative research on the internet (IRI) and conceptualise its processes through the principle of streaming, and discuss the similarities and differences between IRI and netnography.
Abstract: Purpose – This paper aims to introduce the notion of investigative research on the internet (IRI) and conceptualise its processes through the principle of streaming. It seeks to discuss the similarities and differences between IRI and netnography and considers various aspects of the IRI process, including site selection, sampling, data collection and analysis.Design/methodology/approach – Investigative internet‐based research uses the techniques of ethnography and netnography, including variations of participant observation and analysis of visual and textual material. Three international empirical cases are used to illustrate the application of IRI and streaming in research on international workers, consumer cultures and on emerging business phenomena.Findings – IRI has a number of potential applications for hospitality management academics and practitioners. Streaming can help to understand the processes involved in conducting netnographic research, and streaming is a more appropriate way to conceptualis...
TL;DR: In this paper, the authors review the use of Delphi techniques in qualitative research and explore through a detailed example how PolicyDelphi can be used by hospitality researchers as an alternative to the more widely usedNormative Delphi.
Abstract: Purpose To critically review the use of Delphi techniques in qualitative research
for utilising ‘expert’ opinions and to explore through a detailed example, how Policy
Delphi can be used by hospitality researchers as an alternative to the more widely used
Normative Delphi.
Design/methodology/approach This paper reflects on the research methodology of
a project that explored organisational crisis signals detection using Policy Delphi with a
criterion sample comprising 16 senior hotel executives involved in crisis management.
Findings The main methodological concerns regarding Delphi are the definition of
consensus, the expertise of the panel, its lack of scientific rigour, and -due to its lack of
uniformity- reliability and validity of findings. Policy Delphi by default addresses the
first since it does not seek consensus and can, through its design and execution, address
the remaining concerns.
Research limitations/implications Carefully designed Policy Delphi can offer a
powerful research tool for exploratory research in hospitality, particularly for
development of policies and strategies within an organisation. Unlike Normative Delphi,
it is not intended as a decision making tool, but rather as a tool to generate options and
suggest alternative courses of action for consideration.
Originality/value The paper presents a valuable research tool that has evaded the
attention of many hospitality researchers offering an illustrative example of its use in
exploratory research to deliver credible, transferable and confirmable findings.
TL;DR: In this article, a self-administered survey was distributed to restaurant customers who had experienced service recovery in the previous six months, and an integrative model was developed and tested to explore the structural relationships among perceived justice, service recovery satisfaction, post-recovery customer relationships, and post-recovery customer partnerships.
Abstract: Purpose – The purpose of this study is to develop and test an integrative model that explores the structural relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post‐recovery customer partnerships.Design/methodology/approach – The self‐administered survey was distributed to restaurant customers who had experienced service recovery in the previous six months. Path analysis was performed to estimate the research model and to test the research hypotheses.Findings – The study findings advance the understanding of the beneficial effects of effective service recovery on long‐term relationships and on partnership building with the customers.Research limitations/implications – This study examines post‐recovery customer relationships and post‐recovery customer partnerships as outcome variables of service recovery satisfaction. Future research should be followed to deepen the understanding of the two consequence variables in different contexts of the hospi...
TL;DR: In this article, a two-phase qualitative research method was employed, whereby 30 semi-structured interviews were conducted with OHP operators/administrators who were identified as being "innovative" by four industry executives.
Abstract: Purpose – Traditional innovation typologies within the extant literature are not compatible with the innovation levels found within the Australian outdoor hospitality parks (OHP) sector, given its tourism and small business characteristics. This paper seeks to introduce an innovation typology specific to the Australian OHP sector.Design/methodology/approach – A two‐phase qualitative research method was employed, whereby 30 semi‐structured interviews were conducted with OHP operators/administrators who were identified as being “innovative” by four industry executives. Based on the 30 interviews carried out in Phase 1, six industry individuals who demonstrated a wider and deeper approach to innovation than the others were further interviewed in Phase 2.Findings – A small percentage of Australian OHP industry operators and executive officers showcase a level of innovation that is beyond incremental in character, but is not radical, revolutionary or disruptive. This group of “strategic innovators” are the fir...
TL;DR: In this article, the authors assess the evolution of restaurant locations in the city of Hamilton over a 12-year period (1996 to 2008) using GIS techniques and identify the most popular restaurants.
Abstract: Purpose: The purpose of this study is to assess the evolution of restaurant locations in the city of Hamilton over a 12-year period (1996 to 2008) using GIS techniques. Retail theories such as cent ...
TL;DR: The paper presents two qualitative hospitality research case studies in which the classical Delphi is successfully modified to overcome its limitations.
Abstract: Purpose – The Delphi technique is used to achieve consensus among experts and/or gain judgment on complex matters. This paper aims to discuss the classical Delphi and its advantages and disadvantages in qualitative research, particularly in hospitality.Design/methodology/approach – The classical Delphi is characterized by the involvement of experts and its iterative nature. In an industry with high turnover and limited pools of specialist expertise this can lead to problems of attrition and management of the process. The paper presents two qualitative hospitality research case studies in which the classical Delphi is successfully modified to overcome its limitations.Findings – Identifying potential problems early in the research process enables critical design decisions to be made. Case one used a parallel expert group with similar experience to develop a research instrument for a limited number of prestigious experts well‐acquainted with one another who might have reached specious consensus through chann...
TL;DR: In this paper, the authors explored how the performance of hotels in terms of various criteria influenced loyalty behavior of customers, and found that the criterion related to marketing management (Value for money) was the most important criterion influencing loyalty behavior in UK hotels.
Abstract: Purpose – Using data from online guest ratings, the purpose of this paper is to explore how the performance of hotels in terms of various criteria influences loyalty behavior of customers.Design/methodology/approach – Ratings of 333 hotels in the UK were collected from the web site www.laterooms.com and statistical analysis performed.Findings – The criterion related to marketing management (Value for money) was found to be the most important criterion influencing loyalty behavior of customers in UK hotels. Further, it was found that good performance of hotels in terms of physical‐product management can significantly influence the intentions of business guests to stay again, whereas leisure guests expect good performance both in terms of physical‐product management and people and process management. While guests of independent hotels value performance in terms of people and process management, guests of chain hotels value both physical‐product management and people and process management. Finally, it was f...
TL;DR: Wang et al. as discussed by the authors studied the patterns and effects of managerial ties among state-owned, domestic private, and foreign firms and found that managers in different ownership types use different network tie combinations and differ in the extent to which they can benefit from managerial ties.
Abstract: Purpose – This study aims to discover how the patterns and effects of managerial ties differ among state‐owned, domestic private, and foreign firms.Design/methodology/approach – Data were collected through in‐depth interviews with 15 top executives of economy hotel chains headquartered in five cities in China. The typical qualitative data analysis procedures, such as voice‐recording, transcribing, coding, and pattern‐matching, were strictly followed.Findings – Results indicate that managers in firms of different ownership types use different network tie combinations and differ in the extent to which they can benefit from managerial ties. For example, entrepreneurs in state‐owned enterprises thought strong ties were more important than weak ties and political ties were more important than business ties, while those in domestic private firms and firms founded by Chinese using foreign funding benefited more from business ties.Originality/value – The study contributes to both entrepreneurship and social netwo...
TL;DR: In this paper, the authors investigate the messages delivered by transformational leaders to front-line employees to build an organizational brand climate and encourage employees' branding behaviors, to attain better company performance within the Taiwanese hotel industry.
Abstract: Purpose – The purpose of this paper is to investigate the messages delivered by transformational leaders to front‐line employees to build an organizational brand climate and encourage employees' branding behaviors, to attain better company performance within the Taiwanese hotel industry.Design/methodology/approach – Survey data were obtained from 34 human resource managers and 326 customer contact employees working in Taiwanese hotels.Findings – Transformational leadership was found to have both direct and indirect positive influences on the development of organizational brand climate and employees' branding behavior.Practical implications – Results suggest that transformational leaders may facilitate employees' branding behaviors by developing an organizational brand climate to distinguish the organization from its competitors and develop long‐term customer relationships.Originality/value – This study advances the knowledge of antecedents and outcomes of the organizational brand climate by applying a mul...