Five-star Hotel Employees Research Articles

Role of network capability, structural flexibility and management commitment in defining strategic performance in hospitality industry

PurposeThis study aims to present an empirical model related to strategic performance (SP) of the hospitality industry. It focuses on the role of network capability (NC) in defining SP through the mediating role of structural flexibility (SF). Furthermore, the interaction effect of NC and top management commitment to strategic performance (MCSP) on SP is also tested.Design/methodology/approachA sample of 279 managerial-level employees of four-star and five-star hotels has been used to confirm the proposed hypotheses by using the technique of structural equation modeling.FindingsThe results reveal that NC positively affects SP. Moreover, the mediating role of SF in defining the nexus of NC and SP has also been confirmed. Results of moderation analysis reveal that MCSP strengthens the relationship between NC and SP.Research limitations/implicationsThis study used a cross-sectional design for data collection, which prevents strong causal inferences. The authors recommend scholars to explicitly test for causal effect. This study used a cross-sectional design for data collection, which prevents strong causal inferences. The authors recommend scholars to explicitly test for causal effect among all these variables by using a longitudinal study in the future.Practical implicationsIn developing countries, it has been observed that the hospitality industry pays less attention to its strategic targets. Operating in a network or adapting flexible structures is also not on their priority list. This study presents a pragmatic approach based on strong theoretical grounds to attain the goals of SP in the hospitality industry through NC and SF. Therefore, this study suggests that organization operating in the tourism and hospitality industry should pay greater attention toward synergies and business networks to achieve SP.Originality/valueThis research enriches the prevailing knowledge by testing a mediating role of SF between NC-SP link and, therefore, makes an important addition to the existing knowledge on tourism and hospitality industry by concentrating on the relationship between NC, SF, MCSP and SP.

호텔 종사원의 직장 내 괴롭힘이 조직시민행동에 미치는 영향에 관한 연구 : 심리적 계약위반의 매개효과를 중심으로

The aim of the following study is to determine the effect of hotel employees' workplace bullying on psychological contract violation and organizational citizenship behavior. The study also aims to verify the mediated effect of psychological contract violation in the relationship between workplace bullying and organizational citizenship behavior. The survey is conducted with four and five-star hotel employees, and the data of 298 participants are analyzed. The results of this study are as follows. First, workplace bullying has a negative effect on organizational citizenship behavior. Second, workplace bullying increases the perceived psychological contract violation. Third, psychological contract violation decreases organizational citizenship behavior. Fourth, psychological contract violation has a mediated effect in the relationship between workplace bullying and organizational citizenship behavior. The results of the study are meaningful as they verify the effect of workplace bullying on organizational citizenship behavior. They also allow a more in-depth understanding of how workplace bullying affects organizational citizenship behavior.

5성급 호텔 직원의 일과 삶의 균형에 의한 직원의 행동연구 : 심리적 안녕감의 매개효과를 중심으로

5성급 호텔 직원의 일과 삶의 균형에 의한 직원의 행동연구 : 심리적 안녕감의 매개효과를 중심으로

Factors affecting hotel employees’ attrition and turnover: Application of pull-push-mooring framework

This study aims to investigate the turnover intentions of hotel employees in the short-, medium-, and long-term using the pull-push-mooring framework. An extensive review of the literature resulted in eight push, five pull, and one mooring factors. A total of 308 five-star hotel employees participated in this research endeavor. The authors collected data using a survey questionnaire from five-star hotel employees in the Kuala Lumpur region. The researchers used PLS-SEM to empirically test the proposed hypotheses. Among the eight push factors identified, six factors were supported overall, and three factors were supported in short-, medium-, and long-term turnover intention. Among the five pull factors identified, two factors were supported in short-, medium-, and long-term turnover intention. The moderation effect was significant only in the medium-term. The discussions and implications include how the results are useful to hospitality HR managers and professionals for improving employee retention. The authors also discuss the limitations and directions for future research.

호텔 종사원의 BIG 5 성격유형이 직무적합성, 스트레스, 감정소진 및 직무만족에 미치는 영향 : 서울 소재 5성급 호텔 종사원을 중심으로

호텔 종사원의 BIG 5 성격유형이 직무적합성, 스트레스, 감정소진 및 직무만족에 미치는 영향 : 서울 소재 5성급 호텔 종사원을 중심으로

유니폼의 디자인 구성요소가 자기효능감, 직무태도, 직무만족 및 조직몰입에 미치는 영향 : 서울 소재 5성급 호텔 종사원들을 중심으로

본 연구는 서울 소재 5성급 호텔 종사원들의 유니폼 디자인 구성요소가 자기효능감, 직무태도, 직무만족 및 조직몰입에 미치는 영향에 대하여 분석하였다. 데이터 수집은 서울 소재 5성급 호텔 네 곳의 종사원들을 대상으로 약 1달간 실시하였고, 약 300부의 설문을 배포하였다. 이중 불성실한 응답을 제외한 270부가 최종 분석에 사용되었다. 통계 분석은 SPSS프로그램의 빈도분석, 신뢰도분석, AMOS프로그램의 확인적 요인분석, 구조방정식 모형분석을 실시하였다. 분석 결과, 첫째, 호텔 종사원의 유니폼 디자인 구성요소 중, 심미성과 기능성은 자기효능감에 정(+)의 영향을 주었고, 상징성은 유의한 영향을 미치지 못하는 것으로 나타났다. 둘째, 자기효능감은 직무태도와 직무만족 각각에 긍정적으로 유의한 영향을 주었으며, 직무태도는 직무만족과 조직몰입 각각에 정(+)의 영향을 주는 것으로 확인되었다. 마지막으로, 직무만족도 조직몰입에 긍정적 영향을 주는 것으로 분석되었다. 본 연구는 고객의 관점이 아닌, 종사원 관점에서의 유니폼 디자인에 대해 분석하였다는 점에 의의가 있겠으며, 본 연구의 결과는 호텔산업의 경영인들에게 다양한 이론적, 실무적 시사점을 제공할 것으로 사료된다. 그러나, 본 연구는 서울 소재 네 곳의 5성급 호텔 종사원들만을 대상으로 하였기 때문에 결과를 일반화하기엔 한계가 있다. 또한, 종사원의 직급이나 고용형태, 근속연수 등에 따라서도 연구결과는 달라질 것인데, 본 연구에서는 이러한 부분을 반영하지 못하였다.

The association of psychological capital, career adaptability and career competency among hotel frontline employees

Referring to career construction theory, this study tried to examine the association between psychological capital, career adaptability and career competency. Data were collected from 193 frontline employees in five-star hotels in North Cyprus in three different waves through a two-week time lag. The results clearly proved that there is a significant relationship between psychological capital and career adaptability. Additionally, career adaptability has a positive impact on career competency. In this relation, career adaptability mediates the relationship between psychological capital and career competency. Implications for practitioners and managers, study limitations and future research direction are discussed in this study.

The impact of leader–member exchange on lodging employees’ dynamic capacities: The mediating role of job satisfaction

Firms take precautions with their dynamic capacities in response to rapidly changing and volatile conditions. Leader–member exchange refers to the importance of supervisors’ role in shaping employees’ work attitudes and job satisfaction. Previous researches on the relation between leader–member exchange and dynamic capabilities obtained mixed results; a call has been made for an examination of dynamic capabilities of lodging firms from the perspective of leader–member exchange. This research predicts that leader–member exchange is associated with dynamic capabilities and higher level of job satisfaction. Thus, this study examines the impact of five-star hotel employees’ leader–member exchange on the dynamic capabilities of a hospitality organization and the mediation role of job satisfaction between leader–member exchange and dynamic capabilities. Results from five hotel teams in Istanbul with 390 employees show that job satisfaction has a meaningful and positive impact on dynamic capabilities. Leader–member exchange has a statistically significant impact on dynamic capabilities and job satisfaction partially mediating the relationship between leader–member exchange and dynamic capabilities. This study also provides valuable recommendations on how to assess the service quality of lodging firms by assessing their dynamic capabilities. Specifically, Istanbul’s lodging firms should focus on job satisfaction to improve the dynamic capability of their employees.

The relationship between free time activities, emotional intelligence and job involvement of frontline hotel employees

This study investigated the interrelationship among free time activities, emotional intelligence and job involvement. Data was derived from 209 frontline employees of five-star hotels in Taiwan. Results demonstrate that different free time activities had different effects on emotional intelligence and job involvement. Emotional intelligence had positive influence on job involvement, while the relationship between most free time activities and job involvement was mediated by emotional intelligence. Results of this study can enrich the literature on human resource management, organizational behavior and tourism management with practical solutions to improve emotional intelligence and job involvement.

Perceived supervisor support and turnover intention: moderating effect of authentic leadership

PurposeThe purpose of this paper is to investigate the moderating role of authentic leadership (AL) on the relationship between seasonal employee’s perception of supervisor support and turnover intention (TI) in the hospitality industry.Design/methodology/approachThe data on perceived supervisor support (PSS), AL and TI were gathered from 305 seasonal employees of five-star hotels in Antalya, Turkey with a time lag of one month. Hierarchical linear regression and hierarchical linear modeling were performed to test the multi-level data.FindingsThe findings revealed direct significant effects of both supervisor support and AL on TI. In addition, AL moderated the negative influence of PSS on TI.Research limitations/implicationsThis multi-level research highlights the significance of AL for comprehending the link between seasonal hotel employees’ PSS and their TI. Directions for future research include a cross-cultural study examining the validity of the conceptual framework. Confirmatory factor analysis was performed to check the common method variance.Practical implicationsAL through strengthening PSS works as a catalyst for keeping seasonal employees in the organization for the next season. Thus, practitioners should develop supervisors’ AL skills and they should encourage supervisors to be more efficient in improving themselves as a main source of support.Originality/valueThe research investigates the little-researched area of AL at the group level in relation to PSS and TI.

호텔종사원의 일과 삶의 균형이 직무몰입과 조직몰입에 미치는 영향연구 : 사회적지지의 조절효과

Hotel industry is a representative labor-intensive industry and human resource management is a very important factor. Human resource management can make an improvement for customer satisfaction and productivity. Job attitude of employees is a essential indicator for organizational performance and organizational commitment which is committed to achieve organizational objectives has significant positive influence on performance. The result of this study showed most of five-star hotel employees kept a good balance between work and life. It was analyzed that the work-family balance affected organizational commitment, the work-leisure balance had a negative impact on organizational commitment and the work-growth balance also had a negative impact on organizational participation. The work-life balance was found to affect organizational commitment rather than job commitment. Lastly, colleague support was found to influence organizational commitment and job commitment rather than superior support. It showed that social support and feedback exchange with colleague would be easier and more useful than with superior.

The moderating effects of gender and income between leadership and quality of work life (QWL)

PurposeThe purpose of this study is to explore the moderating effects of gender and income on the relationship between leadership style and quality of work life (QWL). This study provides meaningful implications for the hospitality industry in terms of gender and income between leadership and QWL.Design/methodology/approachData are collected from five-star hotel employees (n = 443) in Turkey. The hypotheses are tested using hierarchical linear regression. The independent and dependent variables used to test the hypotheses involving the dependent variable of QWL are centered prior to the empirical analysis to avoid potential multicollinearity.FindingsTransformational and transactional leadership styles were significant predictors of QWL, controlling for the demographic variables (i.e. age, employment statistics and education level), but gender and income were not significant antecedents of QWL. When it comes to the interaction effect of leadership styles and gender, gender showed a statistically significant moderating effect between transformational leadership and QWL, but not between transactional leadership and QWL. Income had a statistically significant moderating effect between both leadership styles and QWL.Practical implicationsThe findings of the study potentially affect hotel management by identifying the moderating effect of gender and income of the employees and demonstrating how quality of life of the employees can be improved by leadership styles of managers.Originality/valuePrevious literature has addressed the issue of leadership and its outcomes. However, there has been limited research on examining the relationship among gender, income, leadership style and QWL in the case of hospitality management.

The relationship between customer orientation, emotional labour and job burnout

PurposeDrawing on the conservation of resources theory, this study aims to apply the emotional labour concept to illustrate about the relationship between customer orientation (CO) and job burnout, further demonstrating how the relationship is established in the hospitality industry. This study intends to find that emotional intelligence moderates the relationship between CO and emotional labour.Design/methodology/approachThe study uses descriptive statistical analysis and reliability analysis. Then, the study uses confirmatory factor analyses to ensure the model fit and discriminant validity of the measures. Finally, the hypothesised relationship model is tested and analysed via regression analysis.FindingsThe study finds three dimensions of emotional labour all partially mediated the relationship between CO and job burnout. Meanwhile, the study finds that emotional intelligence would moderate the relationship between CO and three dimensions of emotional labour.Research limitations/implicationsFirst, the respondents in this study come from five-star hotels in Beijing, China. As the results of this study are based on a sample of Chinese five-star hotel employees, the selection of a single service setting and a single country may raise concerns for the issue of generalisability. Thus, the findings of this study may not generalise to other hospitality contexts, other cultures or other times; research in other settings, geographical areas or times might yield different results.Practical implicationsHigh employee job burnout is a thorny problem in the hospitality industry, so it is a great challenge for hospitality management to solve high employee job burnout. As a personality resource, CO will decrease job burnout. Emotional labour is a common issue in hospitality. The study intends to explore the lived experiences of the frontline employees in hospitality industry to explain the role of CO directives on employee job burnout in an emotional labour perspective. The results give suggestions for the hospitality management.Social implicationsAfter reviewing of relevant literature, two research gaps are found. First, despite the amount of research showing a negative relationship between CO and job burnout, remarkably little is known about how these relationships are established. Second, a more important gap lies in overlooking the emotional nature of hospitality service work. The results of the study can fill the theoretical gap.Originality/valueFirst, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should teach and train the employees about the proper control of emotional labour. Third, the recruitment and selection of frontline employees should incorporate an assessment of the level of emotional intelligence; meanwhile, it is necessary to strengthen the emotional intelligence training.

Perceived organizational support, work-family/family-work conflict and presenteeism in hotel industry

PurposeThe purpose of this paper is to examine the relationships between perceived organizational support, work-family conflict, family-work conflict and presenteeism in the context of hotel industry.Design/methodology/approachData were collected via survey administered to 402 employees of five-star hotels in Antalya, Turkey. Data were analyzed using SPSS package program.FindingsThe results showed that there was a significant and negative relationship between perceived organizational support and presenteeism and a significant and positive relationship between work-family/family-work conflict and presenteeism. Moreover, perceived organizational support had no significant effect on presenteeism, while work-family/family-work conflict had a significant effect on presenteeism.Practical implicationsHotels need a healthy and productive workforce to ensure customer satisfaction and increase the quality of service. Reducing work-family/family-work conflict and increasing organizations’ support to employees is critical for protecting employee health and eliminating presenteeism behavior.Originality/valueThis study provides organizations with practical and theoretical implications to improve employee health and productivity.

호텔종사원의 경제적 직무만족이 이직의도에 미치는 영향

This research studies the effect of economic job satisfaction factors such as cash worth, compensation worth, and future worth on turnover intention. To fulfil this research goal, three research hypothesis were established: H1) According to the demographic variables of employees, the level of economic job satisfaction will be different. H2) The level of economic job satisfaction will be different depending on the job environment of the employee. H3) The economic job satisfaction of employees will affect their turnover intention. 244 questionnaires were distributed to Hotel employees in five-star hotels. The research identified a significant relationship between an employee’s economic job satisfaction and their subsequent turnover intention. Unsatisfied cash worth and unsatisfied compensation worth affected the employee’s turnover intention. This indicates that it is material rewards such as payroll or incentives that determine turnover intention rather than subjective factors. Even in situations of low job security and economic downturn, it is likely that hotel employees who do not believe they are receiving the proper compensation for their work could change jobs. For effective personnel management, hotel executives should introduce a personnel management system that is suited to each individual employee rather than a single compensation and promotion system for all hotel employees. Managers need to pay close attention to minimizing the stress that results from clashes between hotel employees and supervisors of job performance or from excessive overtime. Apart from unidirectional personnel management, it is essential that the company diversify their compensation system not just in terms of payroll but also in terms of job performance. This should be done according to the company management style and the company size. Therefore, hotels must find a measure that could prevent turnover intention by securing cash worth and compensation worth for hotel employees that can be applied to current hotels.

The impact of five-star hotel employees’ emotional labor on job burnout and organizational commitment

본 연구에서는 5성급 호텔 종사원의 스트레스는 고객을 직접 접하는 종사원일수록 감정통제의 빈도가 높으며, 종사원이 느끼고 있는 감성을 억누르고 회사에서 요구하는 감정을 반복적으로 표현할 때 이에 따른 스트레스가 발생하여 감정노동과 소진현상으로 이어지게 된다. 상황을 효과적으로 극복할 수 있는 인지적, 행동적 대처 기술들은 종사원이 지녀야 할 필수적인 요인임을 감안할 때, 5성급 호텔 종사원의 감정노동 차원을 통해 소진을 파악하고, 소진이 조직몰입의 관계를 분석하고자 한다. 또한 오픈주방 종사원의 감정노동 수준을 파악하여, 감정노동에 따른 소진을 효율적으로 관리하는 방안을 제시하고자 한다. 또한 이론적⋅실무적인 시사점을 제공함으로써 결과적으로 호텔 종사원에 대한 인력관리 방안을 제공하는데 그 목적이 있다. 본 연구의 결과를 요약하면 다음과 같다. 가설 1의 분석결과는 감정노동 요인 중 ‘내면화 행위’는 ‘직무소진’에 부(-)의 영향을 미치는 것으로 나타났으며, ‘표면행위’는 ‘직무소진’에 정(+)의 영향을 미치는 것으로 나타났다. 가설 2의 분석결과, 직무소진은 조직몰입에 부(-)의 영향을 미치는 것으로 나타났다. 가설 3의 분석결과, 감정노동 요인 중 ‘내면화 행위’는 ‘조직몰입’에 부(-)의 영향을 미치는 것으로 나타났으며, ‘표면행위’는 ‘조직몰입’에 정(+)의 영향을 미치는 것으로 나타났다. 이와 같은 결과는 5성급 호텔에서 근무하는 종사원들의 감정노동과 직무소진과 조직몰입의 인과관계를 종합적으로 분석하여 연구의 영역을 넓힌 것에 의의가 있다. 또한 5성급 호텔 종사원의 인적관리 측면에서 볼 때, 감정노동이 직무소진에 미치는 영향과 직무소진이 조직몰입에 미치는 영향에 대한 연구결과는 추후 5성급 호텔 인사담당자들의 종사원 채용 시 중요한 방향을 제시하였다는 점에 의의가 있다.

How Does the Work Status Affect Employees’ Job Attitude and Behavior in the Hotel Industry?

The study focuses on how work status impacts employees’ perception of job satisfaction, organizational commitment, and job performance in the hotel industry. Also, it explores whether supervisors perceive employees’ job attitudes and behavior in the same way as they perceive. Data were collected from a self-administered survey for five-star hotel employees and supervisors in Seoul, South Korea. A total of 335 valid responses were collected from 280 employees and 65 supervisors and analyzed by using structural equation modeling. The results of the study indicated that nonstandard employees expressed higher job satisfaction and higher organizational commitment but perceived lower job performance than standard employees did. Work status had no significant moderating effect on the relationships between job satisfaction, organizational commitment, and job performance; however, the results of this study indicated that supervisors’ perceptions of nonstandard employees’ job satisfaction, organizational commitment, and job performance were quite different from those of the nonstandard employees themselves. This study suggests that hotel operators should develop strategies to fully utilize nonstandard employees who reveal potential for quality service to guests.

Investigating the Effects of Employee Empowerment on Job Satisfaction and Performance: A Case Study of Front Office Employees in Egyptian Hotels

Several elements could affect human performance in hospitality organizations; one of these elements is empowerment. Empowerment is the process of enabling employees in many forms and ways including delegating, training and development, job rotation, and fair promotion opportunities. Hospitality organizations need to empower their employees to go extra miles to meet customer expectations. Using data gathered from front office employees in three-star and five-star hotels, this study investigated the effects of employee empowerment on employee job satisfaction and employee performance. The study employed a self-administered questionnaire consisted of 29 items. The items divided into five groups as job involvement (JI), organizational commitment (OC), psychological empowerment (PE), job satisfaction (JS), and job performance (JP). Confirmatory factor analysis (CFA) and Structural equation modeling (SEM) were conducted to test a hypothesized model. Findings revealed that empowerment through involvement, empowerment through commitment and psychological empowerment significantly impact employee job satisfaction, in the five-star hotels. However, only empowerment through commitment and psychological empowerment significantly impact employee job satisfaction, in the three-star hotels. Moreover, results showed that employee job satisfaction has positive effects on employee performance, in both the three-star and five-star hotels.

The effects of the perceived external prestige of the organization on employee deviant workplace behavior

Purpose– This paper aims to examine the effects of perceived external prestige (PEP) on deviant workplace behavior (DWB) and the mediating role of job satisfaction (JS).Design/methodology/approach– The relationship was tested via hierarchical regression analyses. The study used data drawn from 401 employees of five-star hotels located in the Turkish cities of Ankara and Antalya.Findings– The study findings suggest that there is a negative correlation between JS and organizational deviant work behaviors. Employees’ satisfaction leads to workplace harmony and brings employees closer to the purpose of the organization. Additionally, the study shows that positive PEP reflects positively on JS and vice versa. JS plays a mediating role between PEP and DWB.Research limitations/implications– The first limitation of the study is that the sample involves a specific area and, therefore, may not be generalizable. Additionally, the study contains only five-star hotels. Therefore, future researchers could replicate the findings with a heterogeneous population sample comprising employees of various hotels’ levels.Originality/value– The external reputation of an organization (image) is an important subject for researchers, as it fosters organizational members’ JS, and higher PEP decreases members’ deviant work behavior. This empirical study focuses on hospitality employees because this group has not received attention from researchers, despite their importance as the top contributors to the high-level service industry.

Servant leadership, social exchange relationships, and follower's helping behavior: Positive reciprocity belief matters

This study examined how leader-member exchange (LMX) and team-member exchange (TMX) mediate the relationship between servant leadership and helping behavior. The bootstrapping results involving 300 five-star hotel employees and their 80 immediate supervisors revealed that (1) LMX and TMX respectively mediated the relationship between servant leadership and helping behavior, (2) positive reciprocity belief moderated the relationship between servant leadership and LMX, (3) positive reciprocity belief moderated the relationship between servant leadership and TMX. Furthermore, moderated mediation analysis demonstrates that (4) the mediated relationship linking servant leadership with helping behavior via LMX is stronger when positive reciprocity belief is high, and (5) the mediated relationship linking servant leadership with helping behavior via TMX is stronger when positive reciprocity belief is high. We discuss theoretical and practical implications and recommend future research.