Showing papers in "Journal of Human Resources in Hospitality & Tourism in 2013"
TL;DR: In this article, the importance of soft skill competencies found in literature and to determine the relative importance of the seven categories of soft skills competencies were investigated. But, the authors did not identify the most important soft skills.
Abstract: The identification of competencies needed by hospitality managers has been investigated since the 1980s. In all of the competency research related to management, essential competencies include skills that can be classified as soft skills. The purpose of this project was to have human resource professionals rate the importance of soft skill competencies found in literature and to determine the relative importance of the seven categories of soft skill competencies. The study combined new data with existing data to complete an exploratory factor analysis. This exploratory study found a five-component tool that had similarities to other models found in the literature review but also had unique differences to the prior research.
72 citations
TL;DR: In this article, the authors investigated the association between emotional intelligence and job satisfaction and found that emotional intelligence components (Intrapersonal, General Mood, and Stress Management) are predictors of some job satisfaction categories (Nature of Work, Communication, Contingent Rewards, and Coworkers).
Abstract: This study investigates the association between emotional intelligence and job satisfaction as well as between emotional intelligence and job tenure (company and hotel industry). Data were collected from supervisory and managerial employees of one hotel company located in the Midwest of the United States. Results show that several emotional intelligence components (Intrapersonal, General Mood, and Stress Management) are predictors of some job satisfaction categories (Nature of Work, Communication, Contingent Rewards, and Coworkers), and that the Interpersonal component of emotional intelligence is a predictor of longevity in the hotel industry but not longevity with the company. Based on study results, implications are provided for practitioners.
64 citations
TL;DR: In this paper, the authors investigated work engagement as a mediating variable in the relationship between polychronicity and performance outcomes in the Turkish Republic of Northern Cyprus, and the results from structural equation modeling reveal that the impact of poly-chronity on job performance and extra-role customer service is fully mediated by work engagement.
Abstract: The present study investigates work engagement as a mediating variable in the relationship between polychronicity and performance outcomes. Respondents were full-time frontline employees in the five-star hotels in the Turkish Republic of Northern Cyprus. The results from structural equation modeling reveal that the impact of polychronicity on job performance and extra-role customer service is fully mediated by work engagement. Theoretical and practical implications of the results are presented in the study.
61 citations
TL;DR: In this article, a qualitative analysis of data from a previous study of gaming venue employees, the authors investigated stressors in gambling workplaces and found that employment conditions, shift work, demanding work roles, emotional labor, patron interactions, uncertainty and lack of control, legal responsibilities, ethical concerns, and super-charged environments are key stressors for employees in gametracking workplaces.
Abstract: Employee stress has harmful effects for employees, organizations, families and society. However, employee stress, and the workplace stressors that create it, go largely unaddressed by organizations. Hospitality workplaces, including gaming venues, appear especially conducive environments for employee stress, although little research has focused on stressors in gaming venues. Through qualitative analysis of data from a previous study of gaming venue employees, the authors of this study investigated stressors in gambling workplaces. The analysis revealed that employment conditions, shift work, demanding work roles, emotional labor, patron interactions, uncertainty and lack of control, legal responsibilities, ethical concerns, and super-charged environments are key stressors for employees in gambling workplaces. In this regard, gaming venue employees may face additional stressors to hospitality employees more generally. Policy and practical implications for human resource managers are discussed.
53 citations
TL;DR: In this paper, the authors explored the barriers that could lead to the glass ceiling for women in the U.S. hospitality industry and found that women have played an integral role in the workforce throughout history; however, they have been dramatically underrepresented in upper management.
Abstract: Women have played an integral role in the workforce throughout history; however, they have been dramatically underrepresented in upper management. The hospitality industry is recognized for its importance to many national economies, including that of the United States. In recent years, the increased number of women in the U.S. hospitality industry and their underrepresentation in top management positions has made their status in the industry a great concern. What is limiting women from breaking the glass ceiling effect in the hospitality industry? This study explores the barriers that could lead to the glass ceiling for women in the U.S. hospitality industry.
47 citations
TL;DR: In this paper, the authors explored the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry in India.
Abstract: The present research explores the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry in India. Data were collected from 204 frontline hotel employees representing different departments. The results of the study demonstrate that surface acting is positively related with emotional exhaustion and turnover intentions and negatively related to affective organizational commitment. Moreover, deep acting was observed to have a negative influence on emotional exhaustion. The findings of the study indicate that frequent use of surface acting may have detrimental consequences for employees as well as for the organization. Managerial implications of the study are discussed.
37 citations
TL;DR: In this article, the authors illustrate short-term and long-term methods which have been identified for dealing with labor issues and identify possible benefits realized from Incumbent Worker Training Programs (e.g., reduced training costs, reduced payroll taxes, higher employee retention, and engagement).
Abstract: The purpose of this study was to illustrate short-term and long-term methods which have been identified for dealing with labor issues. The hospitality and tourism industry is plagued with high turnover, which has both direct costs (e.g., recruitment, hiring, and training) and indirect costs (e.g., overtime, reduced customer satisfaction). This article identifies possible benefits realized from Incumbent Worker Training Programs (e.g., reduced training costs, reduced payroll taxes, higher employee retention, and engagement) which should encourage hospitality and tourism entities to become committed to a long-term strategy in human resource management.
37 citations
TL;DR: In this paper, the authors examined the relationship between perceptions of environmental management and employee job attitudes and found that green procurement, organizational system/control, and external relationships positively relate to organizational commitment.
Abstract: The trend in the tourism industry has been to focus on environmental concerns and efficient use of energy. However, there has been relatively little work that addresses the employees’ job attitudes towards environmental management practices in the hospitality industry. The purpose of this study is to examine the relationship between perceptions of environmental management and employee job attitudes. Survey data from 312 employees of in the hotel industry in Taiwan indicate that energy management, green procurement, organizational system/control, and external relationships positively relate to employees’ job satisfaction. Energy management, organizational system/control, and external relationships positively relate to organizational commitment. Implications of these findings as well as future research directions are subsequently discussed.
35 citations
TL;DR: In this article, the authors analyzed stereotypical views about older workers in the New Zealand hotel industry to determine their likely influence on labor shortages, and found that respondents were, at best, 80% or less confident in older workers' skills, attitudes, and abilities, and at least 42% confident.
Abstract: In this article, the authors analyze stereotypical views about older workers in the New Zealand hotel industry to determine their likely influence on labor shortages. Data were collected from senior hotel managers using postal and online questionnaires. Overall, respondents were, at best, 80% or less confident in older workers’ skills, attitudes, and abilities, and at least 42% confident. Results show the tendency to hold stereotypical views, which may limit the recruitment of older workers. Recommendations for overcoming labor shortages include the need to shift from the paradigmatic view of youth as the main labor source, to appointing staff on the basis of individual skills and attributes.
23 citations
TL;DR: In this paper, a conceptual model that identifies contemporary challenges facing HR planning in tourism and hospitality organizations, and discusses the influence of the challenges and their interrelations to the planning process is presented.
Abstract: Human Resource (HR) planning is crucial to the success of tourism and hospitality organizations yet is not widely applied. Such limited use of HR planning is due to the suspension of its results. Upon review, it was found that there was a gap in research regarding reasons for the unreliable results of HR planning, and this topic is still not entirely explored. To fill this gap, this article presents reasons, proposes a conceptual model that identifies contemporary challenges facing HR planning in tourism and hospitality organizations, and discusses the influence of the challenges and their interrelations to the planning process.
20 citations
TL;DR: The authors investigated the career decisions and expectations of culinary graduates and their job-search behaviors using career-oriented resources on campus and found that the availability of the new labor force for entry and mid-level positions appears to be lower than the growth of student enrollment.
Abstract: This study investigated the career decisions and expectations of culinary graduates and their job-search behaviors using career-oriented resources on campus. Research findings suggest that the availability of the new labor force for entry and mid-level positions appears to be lower than the growth of student enrollment. Additionally, influential factors such as the familiarity and willingness to accept job offers were assessed. The results indicate that culinary graduates do not take full advantage of available career-oriented resources on campus when they search for positions in the industry. Managerial implications are discussed and recommendations for recruiters and higher education institutions are presented for better recruitment.
TL;DR: In this paper, the authors investigate the relationships between three components of organizational commitment and word-of-mouth intentions among the staff employed in two hotels located in mainland China and find that there are direct correlations between these three components and word ofmouth intentions.
Abstract: The purpose of this article is to investigate the relationships between three components of organizational commitment and word-of-mouth intentions among the staff employed in two hotels located in mainland China. A total of 120 hotel employees participated in a questionnaire survey. The results indicate that there are direct correlations between the three components of organizational commitment and word-of-mouth intentions. The effects of normative commitment in predicting the amount of word-of-mouth intentions is especially significant. Implications for the industry and directions for future research are presented.
TL;DR: In this paper, the authors explored the obstacles of employing environmental practices in green hotels as perceived by Egyptian maintenance engineers, and depicted several obstacles related to implementing the environmental and financial burden, human resources knowledge and skills, and guests' attitude.
Abstract: This study attempts to explore the obstacles of employing environmental practices in green hotels as perceived by Egyptian maintenance engineers. In pursuing the study objectives, a survey instrument was developed and administered to 18 maintenance engineers at Egyptian green hotels so as to generate data for investigating the research objectives. The study depicted several obstacles related to implementing the environmental and financial burden, human resources knowledge and skills, and guests’ attitude. Egyptian hotel managers can benefit from a deeper understanding of the issues related to those obstacles. This study is considered a primary stride in understanding the situation of Egyptian green hotels.
TL;DR: In this article, the authors investigated the relationship among creativity support, diversity management, and employees' perceptions of service quality through collecting data by using questionnaires from four and five-star hotel employees of Hurghada city in Egypt.
Abstract: This research investigated the relationship among creativity support, diversity management, and employees’ perceptions of service quality through collecting data by using questionnaires from four and five-star hotel employees of Hurghada city in Egypt. Results indicated that experienced management of creativity and diversity will have a positive impact on employees’ perceptions of service quality in hotels. To date, this is one of the few studies that has investigated this topic and therefore makes a significant contribution towards the understanding of the mutual effect between the three variables in the area of human resources management in the hospitality industry.
TL;DR: In this article, the authors analyzed the relationship between global human resource management systems and organizational performance within a sample of Spanish hotels and found that the fit between the Human Resource Management system and the firm's strategic orientation in hotels exerts a positive impact on organizational performance.
Abstract: This research study's main purpose is to analyze the relationship between global Human Resource Management systems and organizational performance within a sample of Spanish hotels. The aim is to test whether: (a) the “human capital” or make Human Resource Management system has a positive effect on productivity, worker satisfaction, client satisfaction, and owner/shareholder satisfaction; and (b) the fit between the Human Resource Management system and the firm's strategic orientation in hotels exerts a positive impact on organizational performance. The make approach has been shown to produce positive results on several outcome measures; the contingency approach was not tested, though.
TL;DR: In this article, the authors examined gender interaction effects in employees' use of upward influence tactics in a Dutch hotel and found that assertiveness was used the least by female employees on male supervisors, and coalition was used by male employees on female supervisors.
Abstract: This study examined gender interaction effects in employees’ use of upward influence tactics. Employee and supervisor genders were paired up in a 2 × 2 design containing four cells. Data were collected from 108 employees in a Dutch hotel. Hypotheses were tested using both the traditional ANOVAs and the more robust Orthogonal Contrasts Approach. Results showed gender interaction effects existed in hard influence tactics. Specifically, assertiveness was used the least by female employees on male supervisors, and coalition was used the most by male employees on female supervisors. Theoretical and practical implications of the findings were discussed.
TL;DR: In this paper, the New Zealand hotel industry's first measurement of OSC level is presented, which is the initial stage within a longitudinal study to understand how OSC impacts productivity.
Abstract: Hotels, like other organizations, are constantly seeking to increase productivity; however, achieving this can be more challenging for service sectors organizations. Developing and maintaining a positive level of Organizational Social Capital (OSC)—an organizations soft asset—is said to be a productivity enhancement strategy; therefore, measuring and monitoring OSC is important. This research presents the New Zealand hotel industry's first measurement of OSC level. This is the initial stage within a longitudinal study to understand how OSC impacts productivity. A total of 509 employees from 31 hotels participated in this research, with the major finding and concern being the low level of OSC.
TL;DR: This article examined recruiters' perceptions of their own organization's Corporate Social Responsibility values and activities, in addition to the importance recruiters place on social responsibility as a selection factor when interviewing college-level applicants.
Abstract: Many organizations practice Corporate Social Responsibility even though debates about its definitions, implementation, measurement, and outcomes persist. The present study examined recruiters’ perceptions of their own organization's Corporate Social Responsibility values and activities, in addition to the importance recruiters place on social responsibility as a selection factor when interviewing college-level applicants. The research was conducted through an online survey administered to college recruiters, using a modified snowball approach. Analysis of the data indicated that, while hospitality industry recruiters place importance on college-level applicants’ socially-responsible values, they do not necessarily place importance on socially-responsible activities of college-level applicants as a selection factor.
TL;DR: In this article, the profile of cellar door personnel working in two wine districts in Australia, the Yarra Valley, Victoria, and the McLaren Vale, South Australia, was investigated. And the study findings provided an insight into who is employed in these regions, while contributing to a better understanding of human resource patterns of wine tourism personnel.
Abstract: This exploratory study investigated the profile of cellar door personnel working in two wine districts in Australia, the Yarra Valley, Victoria, and the McLaren Vale, South Australia. The project examined the demographic profile, employment relationships, career mobility, and the perceived skills and knowledge essential for cellar door or tasting room personnel. The study findings provide an insight into who is employed in these regions, while contributing to a better understanding of human resource patterns of wine tourism personnel. A richer understanding of current human resource patterns will assist in reducing the complexity associated with attracting, training, and retaining quality personnel in the wine tourism sector.
TL;DR: In this paper, the authors examined applicants' perceived validity and fairness of general mental ability (GMA)- and personality-based selection tests, and found that personality was perceived as more valid for selection purposes than GMA, but not fairer.
Abstract: The purpose of the current study was to examine applicants’ perceived validity and fairness of general mental ability (GMA)- and personality-based selection tests. Graduating students in a hospitality program were given examples of the measures of the big five personality test and examples of a GMA test, and they rated the validity and fairness of the tests. The results showed that personality was perceived as more valid for selection purposes than GMA, but not fairer. However, these findings were qualified by the job level. In particular, the test of GMA was perceived as more valid and fairer for management-level positions than for hourly, non-management positions, whereas personality was perceived as equally valid and fair for both management and hourly, non-management job positions. The implications of these findings are discussed.