Five-star Hotels In Jordan Research Articles

The Impact of Strategic Management Application on Entrepreneurial Orientation in Five-Star Hotels in Jordan

The Impact of Strategic Management Application on Entrepreneurial Orientation in Five-Star Hotels in Jordan

The Impact of Digital Marketing on the Market Share of Tourism Firms in Jordan

This study aimed to demonstrate the impact of digital marketing and evaluate the level of use through its strategies of search engine optimisation, search engine marketing, marketing content creation, social media marketing, mobile marketing, and email marketing on the market share of five-star hotels in Jordan. The current study focuses on the importance of digital marketing in the tourism industry. Both current and potential tourists depend on digital communication tools to obtain information about services, products, promotions and other related details online. Digital marketing allows for personalised communications and offers, but it is necessary to understand its types and value in tourism activities. As the industry becomes more complex and competitive, traditional marketing methods may no longer be sufficient. Therefore, tourism companies rely heavily on information and communications technology and work with global digital networks to distribute and sell their products. Effective digital marketing strategies are essential for increasing online exposure and attracting potential customers. The study adopted the descriptive and analytical field approach to collect data from the study sample of marketing managers, reservations and sales managers, and other participants in the marketing process. Moreover, the population consisted of all leadership and supervisory positions in twenty-one five-star hotels in Jordan, withapproximately 500 employees. The sample selected was 222 employees. The author also used the PLS‒SEM technique to analyse the data. This finding revealed that dimensions such as email marketing have a significant and positive effect on the market share of five-star hotels in Jordan. Similarly, mobile marketing, search engine marketing and social media marketing also have significant positive effects on the market share of the hotels studied. On the other hand, the results did not show that marketing content creation and search engine optimisation had no noticeable effect on market share. Furthermore, more studies on search engine optimisationand the creation and promotion of attractive marketing content are recommended, given the inability of the current study to prove its impact on market share. It also recommends that hotels strengthen their digital strategy to keep pace with rapid developments and the strength of competition across networks.

Enhancing Innovation Performance in the Hotel Industry: The Role of Employee Empowerment and Quality Management Practices

This research investigates employee empowerment’s role in the relationship between quality management practices (QMPs) and innovation performance at five-star hotels in Jordan. A total of 400 workers who work in five-star hotels in Jordan were given a questionnaire with 29 questions that measured QMPs, employee empowerment, and innovation performance. The obtained data were analyzed by PLS-SEM. The results show that quality policy (QP) has an insignificant influence on employee empowerment and innovation performance, while quality commitment (QC) and quality education and training (QET) have a positive and significant influence on employee empowerment and innovation performance. The results also reveal that employee empowerment has a positive influence on innovation performance. Finally, employee empowerment as a mediator variable was not working on the relationship between QP and innovation performance but showed a significant role as a partial mediator between QC and innovation performance as well as QET and innovation performance. Discussion, theoretical and managerial implications for future research, and limitations are presented.

Marketing Intelligence Dimensions As an Innovative Approach for Customer Retention through the Intermediate Role of Customer Experience

This study aims to investigate the effect of marketing intelligence-dimensions (market intelligence, competitor intelligence, customer intelligence and product intelligence) on customer retention through the intermediating role of customer experience. A quantitative approach was used to collect data from four -and five-star hotels in Jordan using a questionnaire designed to achieve the study objectives. A simple random sampling methodology was used for this purpose, where a total of (307) questionnaires were valid for analysis out of (350) questionnaires distributed randomly. SPSS v23 and Smart-PLS 3.2.7 were used to answer the study questions and test the study hypotheses. The study results revealed that there is a significant positive direct effect of marketing-intelligence dimensions on customer experience and a significant positive effect of customer experience on customer retention. In addition, there is a significant positive indirect effect of marketing-intelligence dimensions on customer retention through customer experience. The study concludes that four -and five- star hotels have to utilize innovative tools to acquire information about the external environment, including the market, competitors, customers and products to survive in the competitive market environment.

The impact of digital content of marketing mix on marketing performance: An experimental study at five-star hotels in Jordan

The study aimed to examine the impact of the marketing mix for digital content on the marketing performance of five-star hotels in Jordan. The dimensions of the marketing mix for digital content were (digital marketing database, social media platforms, digital pricing, and digital advertising), while the dimensions of marketing performance were (customer loyalty, customer satisfaction, and attracting new customers). The study population represented five-star hotel customers in Jordan, where an appropriate sample of (294) customers was used. The data of the study were analyzed using the Structural Equation Modeling (SEM) technique. The study concluded that all dimensions of the marketing mix for digital content had a positive impact on the marketing performance of five-star hotels in Jordan. Accordingly, the study recommended managers in these hotels pay more attention to promoting through digital means by publishing advertisements that include images and videos related to the quality of services available.

The effects of influencer marketing on overall brand equity through brand awareness and customer brand engagement

This paper focuses on five-star hotels in Jordan to investigate the impact of influencer marketing on overall brand equity. The mediating role played by brand awareness and customer brand engagement between influencer marketing and overall brand equity is tested. The survey method is employed to conduct this research, and data is collected from 300 respondents. The proposed hypotheses are tested using structural equation modeling. The results indicate that influencer marketing directly influenced overall brand equity, brand awareness and customer brand engagement partially mediate the relationship between influencer marketing and overall brand equity.

The impact of marketing agility on crisis management stages at five and four-star hotels in Jordan

This paper aims to examine the impact of marketing agility on decision-making during crisis management stages in five-star and four-star hotels in Jordan. The study included 71 top management staff members from Jordan’s five- and four-star hotels. A questionnaire was designed and utilized to collect the data on marketing agility and crisis management at four and five-star hotels in Jordan. A total of 213 questionnaires were distributed, and 187 useable responses were returned, which resulted in an 86% response rate. Results show that marketing agility plays a significant role in decision-making during crisis management stages. The analysis revealed that marketing agility affected the five stages of crisis management with mixed levels. The findings show that accessibility, decisiveness, swiftness, and flexibility have an immense impact on crisis management stages, while the alertness dimension result shows a weak impact on crisis management stages except for containment. Hotel managers are recommended to emphasize enhancing coordination and integration internally with different managerial levels and units and with external partners to boost information exchange. In addition, it will help promote learning orientation amongst hotel staff to handle the fast-changing environment.

ACHIEVING SERVICE RECOVERY THROUGH SERVICE INNOVATION: THE CRITICAL ROLE OF EMPLOYEE EMPOWERMENT

Research in service recovery and service innovation has attracted significant attention in recent years but few studies have focused on achieving service recovery through service innovation. The current study aims to bridge this gap in research – to investigate the effect of service innovation on service recovery. Additional emphasis is also given to examining whether employee empowerment serves as a mediator between service innovation and service recovery in the hotel industry. A quantitative survey method was applied by using a 60-item questionnaire and data collected from a sample of 381 employees from five-star hotels in Jordan. The findings confirmed the hypotheses, revealing a direct effect of service innovation on employee empowerment which, in turn, had a significant influence on service recovery. Additionally, this study proposed a model of influence of service innovation in service recovery, whereby employee empowerment fully mediates this relationship. The current study contributes to the existing literature on service innovation and service recovery as it identifies the role of service innovation in enhancing service recovery performance in hotels.

Crisis Management Strategies in Jordanian Hotel Industry

The aim of the current study is to identify the crisis management strategies in five-star hotels in Jordan. The most world wild crisis management strategies in hotel industry were synthesized from the literature. Data for this study were collected from 50 managers in five-star hotels in Amman. Self-administrated questionnaires were distributed to the targeted sample. SPSS was used to analyse the data and test the hypotheses. The findings showed that the strategies used to manage crises are coping and response strategies; furthermore, the most common strategy is the changing path strategy. This study offers some new insights about crisis management in Jordanian hotels. So, it aims to contribute to this growing area of research in developing countries.

The implementation of Total Quality Management (TQM) in the hotel industry

This study sets out to explore the Critical Success Factors (CSFs) necessary for Total Quality Management (TQM) implementation in hotels. It also aims to classify participating hotels into groups based on their TQM adoption by using cluster analysis. A quantitative survey method was applied. Data were collected from a sample of managers from four- and five-star hotels in Jordan, 170 questionnaires were distributed to managers and 104 usable questionnaires were returned. The findings revealed that TQM is existed and implemented in the hotel industry. The researcher then confirmed that four- and five-star hotels can be classified into two groups, namely, “high TQM adopters” and “low TQM adopters”.

Evaluating organizational citizenship behaviors at some Jordanian hotels

Organizational citizenship behaviors help to make effective communication within the organizations, save organizational resources, and eliminate the need for more formal and costly control methods. Also, organizational citizenship behaviors benefit both the organization and the employees as well, by reducing the rate of turnover of employees, and raising the quality and efficiency of services. Therefore, the research aims to identify the extent to which some four- and five-star hotels in Jordan are applying the dimensions of organizational citizenship behaviors. The research found that there is no difference among the employees about the importance of organizational citizenship behaviors regarding (departments, age group, educational level, number of years of experience), and the research recommends hotels to provide the requirements and steps necessary to apply organizational citizenship behaviors, provide sufficient information about it in hotels and take into account the different capacities of employees.

The Influence of HRIS Usage on Employee Performance and Mediating Effects of Employee Engagement in Five Stars Hotels in Jordan

The purpose of this study is to evaluate the role of employee engagement with their work as a mediating factor in the relationship between utilisation of a human resource information system (HRIS) and employee performance in five-star hotels in Jordan. A conceptual framework based on social exchange theory and content analysis of similar previous studies was developed. A quantitative approach and simple random sampling were used to obtain data via questionnaires completed by 221 human resources (HR) employees working at 21 five-star hotels in Jordan. The response rate was 71%. Structural equation modelling (SEM) was used to analyse and verify the study variables. The findings revealed that use of a HRIS had a significant positive influence on both employee performance and work engagement, while the latter acted as a partial mediator between HRIS utilisation and employee performance.

EFFECT OF JOB SATISFACTION ON JOB PERFORMANCE, WITH QUALITY OF WORK LIFE AS MODERATING AMONG JORDANIAN HOTELS: A PILOT STUDY

Employees in the hotel industry are the key personnel who contribute to giving guests the satisfactory experience they expect. Therefore, it is important that every employee strives to improve his/her job. The purpose of this study is to examine the influence of job satisfaction, leadership style, and organisational structure on job performance, with the moderating role of quality of work-life among employees working in Jordanian hotels. The study explores the perceptions of employees working in five-star hotels in Jordan in order to verify the validity and reliability of the study instrument. The study was applied to a small sample, and SPSS analysis software was used. The study validated the reliability of the instrument in conducting a preliminary study, obtaining reasonable normality and highly reliable coefficients of measures (0.927-0.986). The study validated the effectiveness of the instrument that examined different specific antecedents of job performance.

Factors affecting job performance: the case of Jordanian hotels' kitchen staff

This paper aims at investigating the effects of work pressure, duties and responsibilities, career advancement opportunities, and the physical work environment on job performance of the hotels' kitchen staff. A structured questionnaire was used to collect information from the employees working in five-star hotels in Jordan. Multiple regression analysis was conducted to test the research hypotheses. Results of the current study revealed that there is a significant impact of work pressure and career advancement opportunities on job performance, whereas duties and responsibilities, and the physical work environment have not significant impact on it. Results of T-test and ANOVA showed that there is no significant difference in the impact of job performance that can be attributed to gender, age, educational level, personal income, marital status, job position, and position experience. The findings of this study will contribute a better understanding of the best work environment that could enhance the performance of the staff and increase guests' satisfactions.

Customer retention in five-star hotels in Jordan: The mediating role of hotel perceived value

Customer retention in five-star hotels in Jordan: The mediating role of hotel perceived value

Examining the Impact of Strategic Agility on Strategic Renewal

This study aims to examine the impact of strategic agility dimensions (strategic sensitivity, strategic response and collective capacities) on the dimensions of strategic renewal (exploitative strategic renewal and explorative strategic renewal) at five-star hotels in Jordan. This study is based on the applied quantitative methodology to examine the causal relationship between the variables of the study; the study sample was selected according to simple random sample which includes 196 hotel managers. The most important findings of the study indicate that there is a significant statistic impact of strategic agility dimensions on strategic renewal dimensions. In addition to that, the results have shown the importance of each strategic agility dimension. The study recommends concentrating on focused on strategic agility dimensions, in addition to applying the variables of this study in organisations in other business sectors.

Understanding the Impact of Empowerment on Employees Innovation Performance: Evidence from the Jordanian Hotel Industry

This research aimed to measure the impact of empowerment on employees’ innovation performance at five-star hotels in Jordan. The research applied the two main perspectives of empowerment (i.e., structural empowerment and psychological empowerment). A 35-item questionnaire, measuring empowerment and innovation performance, was distributed to 400 employees working in 12 five-star hotels in Jordan with a 63.5 response rate. Principle component analysis was utilized to determine the factor structure for both empowerment and innovation performance and regression analysis to determine the impact of empowerment on innovation performance. The results reveal that both forms of empowerment have a positive and significant impact on innovation performance. However, structural empowerment has a stronger impact on innovation performance than psychological empowerment. The results also show that integrating the two perspectives of empowerment together has clearly a higher level of impact on innovation performance than structural and psychological empowerment does when both taken separately. This research provides new insights into the existing literature, implications and directions for future research. Keywords: employee empowerment, structural / psychological empowerment, innovation performance, hotels, and Jordan DOI : 10.7176/JTHS/44-02 Publication date :October 31 st 2019

Leaders’ Emotional Intelligence and Employee Retention: Mediation of Job Satisfaction in the Hospitality Industry

The present study has catered to one of the major issues faced by organizations across the globe, employee retention. Therein, the study attempted to examine the relationship of leaders’ emotional intelligence with employee retention. In parallel, the study also tested to underline if job satisfaction could mediate this relationship. Through targeting non-managerial employees working in the four- and five-star hotels in Jordan, the present study sampled 380 employees from the 56 hotels. Through using structural equation modelling approach via Smart PLS 2.0 M3, the present study found significant relationship between leaders’ emotional intelligence and employee retention hence suggesting that leaders’ emotional awareness and management of employees whilst enriching their emotional expression and skills can significantly help boost employee retention. Accordingly, the study also reported significant mediation of job satisfaction in the relationship between leaders’ emotional intelligence and employee retention. The study has reported that leaders’ emotional intelligence can induce sense of belongingness leading to enhance job satisfaction which further results in harnessing employee retention. The study forwards notable implications for practice and scope for future studies in light of the findings.

The Effect of Re-engineering of Administrative Processes in Achieving the Competitive Advantage of Sustainable in Five-Star Hotels in Jordan - Field Study

The main aim of the research was to identify the effect of Re-engineering of Administration Processes in Achieving the competitive Advantage of Sustainable in Five Star Hotels in Jordan. To achieve the objective of this study, a questionnaire distributed on 120 persons in Five Star Hotels in Jordan. 90 returned with a rate of 75%. The results of the study showed that there is a significant statistical effect at the level of significance of α ≤ 0.05 for the re - engineering of administrative processes in achieving sustainable competitive advantage in five - star hotels in Jordan in the following dimensions:* - Leadership * - Ability to analyze * - Advanced design * - Organizational communication * - Continuous improvementStrategic Planning. The total score of the mean of the study instrument was 4.43 and with a standard deviation of 0.35 and 88.6% at a very high degree.The results of the statistical analysis revealed the realization of the sample of the study in the investigated hotels, the extent of the effect of re-engineering the administrative processes in all its dimensions in achieving the competitive advantage.Based on the results of hypotheses tested, the six null hypotheses of the study were rejected. In the light of the findings, the researcher recommended that:1- The need to convince the management of hotels and hotel staff the importance of the application of re-engineering of administrative processes to achieve competitive advantage sustainable2- Utilizing the potential of graduates of new universities from the faculties of economics, administrative sciences and information technology.

Factors Affecting Job Performance: The Case of Jordanian Hotels Kitchen Staff

This paper aims at investigating the effects of work pressure, duties and responsibilities, career advancement opportunities, and the physical work environment on job performance of the hotels' kitchen staff. A structured questionnaire was used to collect information from the employees working in five-star hotels in Jordan. Multiple regression analysis was conducted to test the research hypotheses. Results of the current study revealed that there is a significant impact of work pressure and career advancement opportunities on job performance, whereas duties and responsibilities, and the physical work environment have not significant impact on it. Results of T-test and ANOVA showed that there is no significant difference in the impact of job performance that can be attributed to gender, age, educational level, personal income, marital status, job position, and position experience. The findings of this study will contribute a better understanding of the best work environment that could enhance the performance of the staff and increase guests' satisfactions.