Abstract
This study examines the impact of hospitality students’ cognitive diversity style on service quality and performance standards in seasonal hotels. A survey research method approach was implemented through a quantitative examination of a purposeful sample, collected from three-, four-, and five-star seasonal hotels in Cyprus. The survey was administered face-to-face to 316 students and 93 managers. For hypotheses testing, the Cognitive Style Inventory was adapted. Study results reveal students’ educational preparedness, professional reliability, and the positive impact of their cognitive diversity style on service quality and organizational performance standards in seasonal hotels. While students offer a diversified pool of potential candidates to successfully fulfil qualified and skilful required vacancies, a twofold requirement emerges. First is the introversion requirement related to the curriculum design of hospitality educational institutions. Second is the extroversion requirement, which sees the responsibility of seasonal hotel managers, as future employers, to be linked and guided on students’ cognitive style development via an intuitive collaboration with local hospitality educational institutions.
Highlights
The globalized business arena, intense labour mobility, and immigrant flows have led to workforce diversity's emerging reality (Young & Tackett, 2018)
The effect of hospitality students’ cognitive style on service quality and organisational performance standards via summer internships was tested using the ‘product coefficient’ approach suggested by MacKinno, Lockwood and Williams (2004; Table 3)
The current study empirically improves the qualitative fulfilment of job vacancies in seasonal hotels
Summary
The globalized business arena, intense labour mobility, and immigrant flows have led to workforce diversity's emerging reality (Young & Tackett, 2018). The second concerns the deep-level or cognitive diversity style that includes individuals’ variations in terms of skills and competencies, knowledge, cognitive styles, beliefs, and values (Shin, Kim, Lee, & Bian, 2012). Both levels have been found as performance and creativity drivers, the majority of the findings from empirical research in the hotel management literature remain limited with respect to surface-level workforce diversity. This major gap in the literature was observed due to the direct applicability of the concept of cognitive diversity style to hotels’ multi-task working environment, making imperative the need for further investigation in order to understand its contribution to service quality and performance in seasonal hotels
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