Five-star Hotel Employees Research Articles

Transformational leadership: Relationship to job stress and job burnout in five-star hotels

Due to the significance of transformational leadership in the hospitality industry, and the imperative need of managers to communicate effectively with all employees in the work environment, this study aims to (1) shed light on the importance of transformational leadership in the hospitality industry; (2) study the implementation of transformational leadership for guest and non-guest contact employees in five-star hotels in Egypt, and (3) scrutinize the perception of transformational leadership and its effect on job stress and burnout. To our knowledge, this is the only study that has investigated this topic both in guest and non-guest contact departments in five-star hotels (113 hotels). A total of 327 valid questionnaires from 500 questionnaire distributed were used to conduct the data analysis (155 questionnaire represented guest contact department and 172 questionnaire represented non-guest contact department), giving a response rate of 65.4%. The findings revealed the perception of transformational leadership does not have significant variance, whether in guest contact department or in non-guest contact department. Although employees in guest contact department showed that their direct managers “often” implement transformational leadership, in non-guest contact department, they showed that their direct managers “sometimes” implement transformational leadership. The findings also revealed a significant and negative correlation between transformational leadership and job stress in five-star hotels. However, this negative relationship between transformational leadership and job stress is higher among guest contact employees than non-guest contact employees. Likewise, the statistical test revealed a significant and negative correlation between transformational leadership and job burnout in five-star hotels. But this negative relationship between transformational leadership and job stress is higher among guest contact employees than non-guest contact employees. The outcomes of this study raised major critical recommendations that have to be directed to top managerial level in the hospitality industry.

Understanding regulatory focuses

Purpose – The aim of the study was to examine whether five-star hotel employees’ promotion focus significantly influences their task-coping style, and whether their prevention focus has a significant effect on their emotion- and avoidance-coping styles. This study also investigates the moderating impact of employees’ tenure on the relationships between stress-coping styles and turnover intent. Design/methodology/approach – A total of 342 five-star hotel employees in South Korea participated in the study using a self-administered questionnaire. Confirmatory factor analysis and structural equation modeling were used to examine the hypothesized relationships between the constructs. Findings – Hotel employees’ turnover intent decreases when they are motivated by strategies corresponding to their regulatory focus. This study found that hotel employees’ promotion focus had a significant positive effect on their task-coping style, whereas prevention focus had a significant negative effect on the emotion- and avoidance-coping style. In addition, employees’ task-coping style negatively affected their intent to leave the organization, while their emotion-coping and avoidance-coping styles positively affected turnover intent. Finally, moderating effects were related to tenure in the causal relationships among stress-coping styles and turnover intent. Thus, one can infer that the emotion-coping style has a greater effect on turnover intent in employees with a relatively short tenure than in those with a long tenure. Practical implications – This study verified that hotel employees’ regulatory focus plays an important role in employee behavior within organizations just as individual characteristics such as personality or values do. Thus, a substantial application plan for employees’ regulatory focus was proposed for the organizational dimension. In addition, diverse plans were presented for employees’ flexible coping with stress, based on differing turnover intent, depending on employees’ stress-coping styles. Through this, a plan for reducing employee turnover intent was pursued. Originality/value – This study associated employees’ stress-coping styles, which had been dealt with in the human resources management area, with their regulatory focus and showed that different stress-coping styles might be derived using such regulatory focus; the resulting turnover intent might also be different. The study results can provide a theoretical basis for understanding relationships among regulatory focus, stress-copying styles and turnover intent as such research is relatively lacking. Finally, this study is meaningful in that it applied the regulatory focus theory centered on customer behaviors to employees and verified the moderating effect of employees’ tenure between stress-coping styles and turnover intent.

The Effects Of Ethical Climate Types on Job Satisfaction: The Case of Tourism Industry

This research aims to analyse the relationship between ethical climate types and job satisfaction in tourism industry. To achive this objective, an empirical study was conducted on 165 hotel business employees in four-star and five-star hotels licensed by the Culture and Tourism Ministry in the city of Nevsehir, Turkey. Results show that caring positively and significantly correlated with job satisfaction. According to correlation analysis, no significant relationships were found between other four dimensions of ethical climate such as law and code, rules, instrumental, and independence and job satisfaction. Regression analysis results showed that caring could explain differences in job satisfaction. Implications of the findings are discussed and avenues for future research are offered.

External job satisfaction factors improving the overall job satisfaction of selected five-star hotel employees

One of the 2011 South African National Tourism Sector Strategy objectives is to "provide excellent people development and decent work within the tourism sector". The hospitality industry is, however, not regarded as a provider of decent work and a close link exists between decent work and job satisfaction. External job satisfaction can be defined as satisfaction relating to the work environment of employees. The purpose of this study was to identify the external job satisfaction factors which contribute to overall job satisfaction of employees in selected five-star hotels. The instrument used to gather the quantitative data was a newly developed index based on the literature review conducted. The empirical study was conducted among 124 employees of four five-star hotels in the Western Cape. All three factors identified (supervision, work environment and work itself) were found to be significantly and positively correlated with overall job satisfaction in five-star hotels in the Western Cape.

Transformational leadership and psychological empowerment

Purpose– The purpose of this paper is to understand various antecedents of organizational citizenship behavior (OCB). Transformational leadership and psychological empowerment were two independent variables chosen for the study.Design/methodology/approach– Standard questionnaires were used to collect data. The sample of 319 employees of different five-star hotels formed the source of data. Frontline employees having two to three subordinates and were from hotels which were in operation at least since last two years, took part in the study.Findings– The effect of transformational leadership on OCB has been found to be significant and positive. The moderating effect of psychological empowerment on OCB was also found significant.Research limitations/implications– The theoretical development from this paper will contribute toward understanding the antecedents of OCB. The moderating effect of psychological empowerment will reinforce the importance of psychological empowerment.Practical implications– It can develop practices to enhance the feeling of psychological empowerment through several training program. Leaders at the top positions shall emphasize on OCB by bringing cultural change.Originality/value– This paper probes the OCB's antecedents. It also studied the moderating effect of psychological empowerment on the relationship of transformational leadership and OCB.

Effects of Creativity Support and Diversity Management on Employees Perception of Service Quality in Hotels

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.

The analysis of the relationship among emotional intelligence, organizational deviance, quality of work life and turnover intentions in hospitality business

Goal and objectives of the dissertationGoalThe main goals of the research are 1) to analyze the relationship between emotional intelligence, organizational deviance, and quality of work life, and 2) to determine their effects on turnover intentions. In order to reach these goals, first, a conceptual model has been determined. The first factor, emotional intelligence, represents the external variables, but organizational deviance, quality of work life, and turnover intentions represent internal variables.ObjectivesThere are three objectives of this dissertation. The first is to understand the direct relationship between emotional intelligence and internal variables. The second objective is related to analysis between relationship three variables (emotional intelligence, organizational deviance, and quality of work life) and turnover intention without mediating role. The third is to analyze quality of work life moderates the effect of emotional intelligence on turnover intention.MethodologyThis research has four different dimensional structures and the measures are developed from prior research in different models. Questionnaire of all dimensions has 43 items to measure respondents' attitudes in four parts. Emotional intelligence is measured by twelve-items from the scale developed by MSCEIT, EQ-I, and ECI models which are based on one used by Mayer, Salovey & Caruso (2004), Bar-On (2005; 2003) and Goleman (1998). Organizational deviance is measured by twelve-items from the scale developed by Hollinger & Clark (1982), Robinson & Bennett (1995), and Lawrence & Robinson (2007). Quality of work life is measured by twelve-items from the scale developed by Walton (1975), B. Gilbert (1989), and Sirgy, Efraty, Siegel & Lee (2001). Turnover intention is measured by four-items from the scale developed by Arnold & Davey (1999), and Tutuncu & Demir (2002). The scale is adapted into Turkish and respondents answered on a five-point Likert type scale (ranging from 1=strongly disagree to 5=strongly agree). Through conducting a face-to-face interview with the employees of five-star hotels in south-west coast of Turkey, of the 596 responses received, 563 provided answers to all questions. LISREL 8.80 is used to analyze the relationship among emotional intelligence, organizational deviance, quality of work life, and turnover intention for research hypotheses within structural equation modelling.ResultsThe findings indicate a significant relationship between internal and external factors. In this context, emotional intelligence, as an external factor, has a significant positive influence on decreasing employees' deviant behaviour. It means that this factor is negatively associated with organizational deviance. While this factor has a significant and positive influence on quality of work life, on the other hand, it has a significant negative influence on turnover intention. Thus, hypothesis related to emotional intelligence are supported. The findings indicate that there is a relationship between quality of work life and organizational deviance as well as turnover intention. The perceived quality of work life has a negative effect on organizational deviance as increasing employees' quality of working and social life. This research shows that this factor has a strong negative association with employees' deviant behaviour and high correlations are found between these two variables. Similarly, quality of work life has a significant and negative influence on turnover intention. As a result, hypothesis related to quality of work life are supported. Finally, organizational deviance is strong and positively associated with turnover intention. The results indicate that organizational deviance has a significant influence on turnover intention. Hypothesis related to organizational deviance is supported.Theoretical conclusionsThe recent researches show that the emotional intelligence has a crucial role with associated various organizational behaviour issues and it is increasingly relevant to organizational development and employees' standard of living. …

Implementation of internal marketing on a sample of Egyptian five-star hotels

Internal marketing has been discussed in management and academic literature. Yet, it remains poorly operationalized. This article tends to develop a clear understanding of the concept based on the academic literature, develop an instrument to measure it, and finally assess the empirical evidence of its impact on performance. The current conceptualization of internal marketing is explored in a survey among frontline employees of five-star hotels in Egypt. The classic four dimensions of the internal marketing concept will be examined and assessed. In the final analysis, hospitality managers could benefit from the findings of the study by adapting and implementing internal marketing strategies that engage and retain effective, devoted, and satisfied employees. Moreover, the greater the allocation of resources towards internal marketing implementation, the higher will be the probability of the organization's success.

Personal Needs Assessment Approach in Strategic Training and Affective Commitment

This paper aims at determining the relationships between psychological contracts, job involvement, affectivecommitment, and three dimensions of personal needs assessment in strategic training (i.e. motivation to learn,perceived support, and training attitudes) in the Iranian hospitality industries. A questionnaire survey wasconducted among the full-time administrative employees of five-star hotels in the Isfahan region, which is animportant tourism destination especially for Europeans and Russians in Iran. This study highlights theimportance of strategic need assessment in training employees in order to foster their affective commitment.These findings have important practical and theoretical implications. Firstly, managers will not be able to fosteraffective commitment through human resource practices unless they recognize and appreciate which needs arevalued by employees. Secondly, managers must have a clear understanding of both the quantity and quality ofinformation desired by employees if they are to design high-commitment of strategic human resourcemanagement practices that meet the information needs of employees. Finally, the results provide evidence infavor of managerial interventions aimed at enhancing organizational commitment and, consequently, minimizingthe negative effects of an actual turnover in the hospitality industry.

What are the Effects of Dyadic Relationships on Organizational Commitment?

The purpose of the study is to investigate the quality of the relationship between leader-member exchange (LMX) theory and subordinates' organizational commitment. It aims to maximize organizational success by establishing positive interactions between subordinates and managers. A survey was completed by 147 full-time employees in five-star hotels in the region of Kundu, Antalya, Turkey. Collected data were entered in SPSS 11.0 in order to perform statistical analysis. Factor, ANOVA, and correlation analysis were carried out. The study suggests that improving the quality of LMX will increase subordinates' sense of commitment. Development and maintenance of a mature dyadic relationship will benefit not only supervisors and subordinates but also the organization as a whole in the achievement of organizational growth and success. The results are limited within the sampled subordinates' views in five-star hotels. Due to the low season, time and budget constraints, and implementation of questionnaires to certain departments might be evaluated in the limitations of the study. This study examined LMX quality measurement in the tourism industry. Moreover, it encompasses an attempt to measure organizational commitment of subordinates spontaneously. By doing so, it is the first application that handles these two topics together in Turkey.