Hospitality Industry Research Articles

The effects of perceived corporate social responsibility (CSR) on thriving at work in the hospitality industry

Despite the proliferation of corporate social responsibility (CSR) studies, it is accruing academic interest since there still remains a lot to be further explored. The purpose of the study is to examine whether/how CSR perception affect employee/intern thriving at work and its mediator through perceived external prestige in the hospitality industry. Data from 501 hospitality industry employees and interns in China were collected using a quantitative survey consisting of 35 questions. Statistical findings showed that CSR perception and thriving at work were positively related. Additionally, perceived external prestige partially mediated the connection between CSR perception and thriving at work. Furthermore, the study found that hotel interns generally exhibited lower levels of CSR perception and thriving at work compared with frontline or managerial staff. The study underscores the importance of collaborative efforts between hotel practitioners and university educators to enhance CSR perception and promote thriving among hotel interns. By prioritizing the improvement of CSR perception and thriving at work, the hotel sector can potentially mitigate workforce shortages and reduce high turnover rates.

Developing Conceptual Framework for Life Skills: The Employability Requisite in the Hospitality Industry

New generation needs fundamental life skills in order to achieve their full potential. Life skills also known as psychosocial competencies are considered essential for employability, social inclusion, and individual growth. This study has a twofold objective, firstly it makes a distinction between the terms skills, life skills, soft skills and competencies as these terms often overlap in the literature reviewed; secondly, the study also explores whether life skills are required by graduates for employability in the hotel/hospitality industry. A critical review of the extant literature on soft skills, employability skills, competencies and employer’s expectations with an emphasis on soft skills, from different sources, was conducted. A psychosocial competency framework was established. It was determined that the three domains of psychosocial competencies – the personal, social and cognitive domains impact job performance. Finally, a framework for life skills for employability was conceptualized for the hotel industry. This study contributes to the existing knowledge by developing a strong foundation of life skills. Individuals will be able to develop employability skills needed for the job. The study also gives the scope for an academia – industry interface for developing a life skills customer centric curriculum as it is a futuristic requirement for enhancing employability. Key Words: Life skills, Soft skills, Competencies, Employability, Hotel Industry, Conceptual frame work.

Inclusive leadership, service innovation, and knowledge sharing: the roles of intrinsic motivation and sleep quality

ABSTRACT This research aims to study the associations between inclusive leadership, employee service innovation, and knowledge-sharing behaviours in the hospitality industry. We further examined the mediating role of intrinsic motivation and the moderating role of employee sleep quality. Applying a convenience sampling technique, we conducted an online research survey in three phases to collect data from 329 respondents. Our findings showed that managers’ inclusive leadership style is positively associated with workers’ intrinsic motivation, which in turn leads to employee service innovation behaviour and knowledge-sharing behaviour. Moreover, intrinsic motivation has been found as the mediating mechanism in the association between inclusive leadership and employee work outcomes. We further found that workers’ sleep quality moderates the association between inclusive leadership and employee outcomes such that poor sleep quality weakens this association. Our study offers substantial implications for the practitioners and scholars in the areas of sleep, leadership, and innovation and knowledge sharing behaviours in organizations.

The Impact of Robotic Gastronomic Experiences on Customer Value, Delight and Loyalty in Service-Robot Restaurants

This study examines the impact of robotic gastronomic experiences (RGE) on customer emotional and functional value, delight, and loyalty in service robot restaurants. Using validated scales from prior research, a 5-point Likert scale survey was conducted with 302 participants via Amazon Mechanical Turk, targeting individuals with experience in such establishments. The analysis, performed with SmartPLS 4.0, utilized partial least squares-path modelling (PLS-PM) to test the hypothesized relationships. Results show that RGE, characterized by competence and coolness, positively affects emotional and functional values, which significantly influence delight and loyalty. Methodological measures were implemented to address common method variance (CMV), confirming the robustness of the findings. This research underscores the potential of service robots to enhance customer satisfaction and loyalty through efficient and engaging service delivery, providing valuable insights for integrating advanced robotics in the hospitality industry.

Effective Communication Skills for Housekeeping Staff: Improving Guest Interaction in English

Practical language skills are essential in the hospitality industry, especially for housekeeping staff interacting directly with international guests. This study aims to identify and evaluate effective English training strategies to improve the communication skills of housekeeping staff at Duta Syariah Hotel Palembang. This study uses a mixed-methods approach involving ten housekeeping staff selected through purposive sampling. The quantitative method was conducted with pre-tests and post-tests to measure the improvement of English proficiency. In contrast, the qualitative method involved in-depth interviews and questionnaire analysis to gain insight into the staff's perception of the training received. 77.4. This indicates that, in general, housekeeping staff is at a moderate level of ability. However, there is considerable variation among them. The highest score obtained was 89 (SH), while the lowest score was 58 (RR). The average score of all staff was 77.4, which indicates that overall, the staff's speaking ability was at a moderate level. The English training program developed and implemented in this study effectively improves the English skills of housekeeping staff, improving professional competence and guest satisfaction. The study recommends implementing similar training strategies in other hospitality industry sectors to improve the quality of global service and communication.

Corporate social responsibility needs base philosophy: An integrative multidimensional approach to hospitality employees’ green innovative behaviors

This study addresses a critical research gap in understanding the mechanisms through which corporate social responsibility (CSR) influences green innovative behaviors (GIBs) among hospitality industry employees. Despite increasing recognition of the importance of sustainability, little is known about how CSR initiatives can effectively motivate employees to engage in GIBs. This research aims to explore the conditions under which instrumental CSR (ICSR) and volunteer CSR (VCSR) foster GIBs, with a focus on the mediating roles of meaningfulness (MGF) and positive emotions (PE) and the moderating effect of perceived sustainability policy (PSP). Utilizing a survey method, data were collected from 430 hotel employees to test the proposed multi-level model. The findings reveal that MGF and PE partially mediate the impact of both ICSR and VCSR on GIBs. Furthermore, PSP was found to significantly enhance the effectiveness of CSR initiatives, particularly when initial levels of ICSR, VCSR, MGF, and PE were low. The study offers theoretical implications by integrating self-determination and need satisfaction theories with CSR research, and practical implications by providing a roadmap for hospitality organizations to strategically leverage CSR for sustainability. Future research should consider longitudinal studies and explore the role of cultural factors in CSR-GIB dynamics.

Going green, going strong: maximising restaurant performance with sustainable practices

ABSTRACT The food and services sector contributes to global carbon emissions, impacting climate change. This study, organised in a developing country, aims to explore how restaurants in the hospitality industry can enhance their environmental and financial performance through corporate social responsibility (CSR), green orientation, green innovation and environmental strategies. Using partial least squares structural equation modelling, data from 283 restaurant employees were examined. The findings show that CSR and green orientation directly enrich both environmental and financial performance. Moreover, green innovation mediates the association with CSR, green orientation and performance outcomes, with the influence of green innovation on performance further moderated by environmental strategies. These results show that incorporating CSR, green orientation, green innovation and environmental strategies can substantially benefit restaurant performance. This study offers constructive insights into the distinctive challenges and opportunities for sustainability in the food and services industry in the context of a developing country, where short-term economic pressures often dominate long-term sustainability goals.

The Influence of Situational Leadership on Organizational Performance Through Organizational Change in the Hospitality Industry in Southern Kalimantan

The Influence of Situational Leadership on Organizational Performance Through Organizational Change in the Hospitality Industry in Southern Kalimantan

Human–Robot interaction research in hospitality and tourism: trends and future directions

Purpose This paper aims to synthesize the evolving research of human–robot interaction (HRI) in the hospitality and tourism industry, identifying gaps and setting directions for future research. Design/methodology/approach Using a mixed-method approach, the study combines inductive co-citation analysis with deductive theory-context-characteristics-methodology analysis. Findings The findings trace the progression of HRI knowledge from initial feasibility and acceptance studies to advanced post-adoption experience management. The analysis identifies prevalent theories such as anthropomorphism theory, specific contexts like hotel environments, diverse robot types (e.g. embodied robots), outcome measures (e.g. use intention) and methodologies predominantly comprising survey-based analyses and experimental approaches. The analysis not only illuminates areas of research attention but also uncovers under-explored topics, offering a roadmap for future inquiry in tourism and HRI research. Originality/value The paper contributes to the literature by providing a structured framework that not only maps the intellectual structure of HRI research in tourism but also proposes a cohesive integration of disparate theories and methodologies, addressing both practical and academic gaps.

Entrepreneurial resources and the well-being of women entrepreneurs in the hospitality industry of Uganda

Purpose The purpose of this study is to establish whether all the dimensions of entrepreneurial resources matter in fostering the well-being of women entrepreneurs. Design/methodology/approach An explanatory research design was used to collect data through a questionnaire survey of 283 women entrepreneurs who benefited from the Uganda Women Entrepreneurship Programme (UWEP). This study used Statistical Package for Social Sciences to analyze the data. Findings Study results show that social and human capital matter unlike financial capital in boosting the well-being of women entrepreneurs. Originality/value This study provides maiden empirical evidence on contribution of entrepreneurial resource dimensions in fostering the well-being of women entrepreneurs, unlike extant studies that mostly focused on entrepreneurial resources as a global variable. This was done using evidence from Uganda, a developing context where the government and other stakeholders are still grappling with improving the well-being of women as a pathway for social-economic development.

AI service robots in a 4-star hotel: enhancing guest and employee experiences

ABSTRACT: Artificial intelligence (AI) has recently become a vital technology affecting several sectors, including hospitality. The expanding use of AI robots in functions previously performed by humans raises important issues — which are currently unknown — regarding how AI robotics may affect personnel and guests. This study examined guests’ and staff’s experiences with service robots in a 4-star southern Dutch hotel. The report offers the hospitality industry AI robot implementation advice. In-depth staff interviews and 4-star hotel guest surveys were completed. Data from customers and staff showed a need for service robots at the front office. This demand highlights the need for service robots at the front desk to serve leisure and business clients and to aid staff. However, both quantitative and qualitative studies imply that a tangible human welcome is still necessary, especially for leisure tourists. This study found that customers and personnel at the front office want service robots, with leisure and business guests preferring something different. These demographics perceive human connections as essential for a good visitor experience, emphasising the complexities of AI in hospitality.

Use of Blockchain Technology for Management of Guest Room Keys

Purpose of the study: The hospitality industry is undergoing a transformation with the advent of blockchain technology, especially in hotel keys management. This chapter explores the use of blockchain to manage hotel guest room keys, focusing on its applications, benefits, and future ramifications. Methodology: The chapter begins by clarifying the basic concepts of blockchain, outlining its functionality as a decentralized distributed ledger system and then explores the challenges of traditional core system design and introduces blockchain-based key management solutions. This solution uses cryptographic encryption and decentralized access control mechanisms, integrating smart contracts to automate processes. Main Findings: Blockchain-based key management systems generate and distribute secure digital keys to guest smartphones, protecting it from unauthorized access and tampering blockchain’s immutable recordkeeping for a tamper-proof audit trail, enhancing security and accountability. Hotel networks allow guests to use digital keys in multiple ways, and connecting IoT devices allows for remote control and personalized experiences. Applications of the study: Blockchain technology provides a robust alternative to traditional hotel key management systems, improving security, transparency, and operational efficiency. Future trends, including artificial intelligence and machine learning, promise new innovations. A strategic and collaborative approach is recommended to maximize the benefits of blockchain in the hospitality industry. Novelty/Originality of the study: This chapter provides valuable insights for practitioners and researchers aiming to harness the transformative power of blockchain.

The Impact of Meaningful Influencer Collaborations on Hospitality Businesses

Influencer marketing has become a significant concept in the hospitality sector, transforming traditional marketing and customer engagement methods. This research paper aims to investigate the impact of meaningful collaborations among the stakeholders within the hospitality industry. Additionally, it focuses on its impact on brand awareness, customer collaboration, and booking rates. By analyzing a range of social media influencers, this study aims to explore effective strategies and outcomes for marketing campaigns. The insights gained will provide a deeper understanding of how strategic partnerships can be leveraged to optimize investments and foster growth in the hospitality industry. The study is exploratory in nature with elements of primary and secondary data with a qualitative approach. A stratified sampling was used to ensure representation of different hospitality establishments (hotels, restaurants, etc.), influencer categories (mega, macro, micro, nano influencers) and the other stakeholders of the industry. The findings of this research will contribute to a deeper understanding of influencer marketing within the hotel industry and offer practical recommendations for hotel managers and marketing professionals seeking to leverage these strategies to enhance their brand and market presence.

The Role of Commercial Hospitality on Customers’ Behavioral Intention: An Empirical Model for Restaurant Revisit Intention Among Brazilian Patrons

ABSTRACT This study presents a commercial hospitality model, examining the relationship between word-of-mouth, Loyalty, Patronage, and revisit intention. Our analysis of responses from 213 customers using Structural Equation Modeling (PLS-SEM) revealed that commercial hospitality has a positive influence on word-of-mouth, Loyalty, and Patronage. These factors, in turn, shape customers’ intention to revisit the restaurant. The practical implications of our findings are significant. We contribute to the fields of hospitality and customer behavior by integrating these constructs and proposing an empirical model of behavioral intentions. Furthermore, our study provides a valuable tool for managing commercial hospitality in restaurants and other businesses within the hospitality industry.

The Influence of Strategic Human Resource Practices and Ethical Leadership on Organizational Performance of Star Hotels: Mediated by Intellectual Capital and Sustainable Competitive Advantage

The study aims to analyze the influence of strategic human resource practices and ethical leadership on organizational performance in star-rated hotels in Jakarta, mediated by intellectual capital and sustainable competitive advantage. It addresses gaps in previous studies by examining both factors simultaneously and introducing decision making based on HR metrics. A quantitative method was employed, collecting data from HR supervisor level in star-rated hotels in Jakarta, with 255 respondents. Hypotheses were tested using PLS-SEM analysis. Results indicate that strategic human resource practices and ethical leadership positively impact organizational performance. Intellectual capital and sustainable competitive advantage mediate this effect. These findings underscore the importance of investing in intellectual capital and sustainable competitive advantage to enhance hotel performance. The study provides a reference for hotel management to develop effective HR and leadership strategies, emphasizing the importance of intellectual capital and competitive advantage. Regular monitoring and evaluation of these strategies are recommended to ensure alignment and positive impacts on hotel performance. Future research should consider adding variables such as technological readiness and innovation capability, given the rapid technological advancements and intense competition in the hospitality industry, which affect hotel performance and competitive advantage.

The relationship between communication education and communication skill and their impact on creating job opportunities in the hospitality industry in the Kurdistan region of Iraq

The relationship between communication education and communication skill and their impact on creating job opportunities in the hospitality industry in the Kurdistan region of Iraq

EXPRESS: From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

EXPRESS: From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

Person-Organization Fit and Organizational Commitment: Mediating Role Between Performance Appraisal Effectiveness and Employee Turnover Intention

Due to the harmful consequences of turnover in the context of hospitality industry, the current study aims at proposing a moderating mediated model through which turnover intention may be reduced. Person-organization fit, and organizational commitment were proposed to aid performance appraisal in lowering turnover intention. The study’s purposes are threefold. Firstly, to assess the direct effect of performance appraisal effectiveness on employee turnover intention. Secondly, to evaluate the indirect effect of performance appraisal effectiveness on turnover intention through organizational commitment. Finally, it examines the moderating effect of person-organization fit between performance appraisal effectiveness and organizational commitment. Research data were collected through a questionnaire form designed and distributed to a sample of employees of five-star hotels in Riyadh, Saudi Arabia. Four hundred forms were distributed, and 289 were returned. Data were analyzed using Smart PLS. It was revealed that performance appraisal effectiveness significantly negatively affects turnover intention. Moreover, organizational commitment mediates the relationship between performance appraisal effectiveness and turnover intention. Finally, person-organization fit could moderate the effect of performance appraisal effectiveness on organizational commitment. The study recommends that performance appraisal effectiveness is enhanced through achieving equity in the appraisal process and providing trust and effective communication between appraiser and appraisee. This requires conveying appraisal criteria in advance to the appraisee and conducting appropriate appraisal interviews where the appraisee can freely discuss the appraisal results with their appraiser. Fostering person-organization fit via appropriate selection and socialization can support performance appraisal effectiveness by preparing employees for their understanding of organizational policies and practices.

Exploring Management Practices in the Hospitality Industry: A Comprehensive Employee Perspective

This study explores management practices within the hospitality industry from the perspective of employees, focusing on various aspects of management effectiveness and employee engagement. A questionnaire survey was conducted among employees from different hospitality establishments, revealing a significant gender disparity in representation, with 75.4% male and 26.6% female respondents. Key findings indicate a strong consensus among participants regarding the importance of quality management practices, with a majority supporting new management styles aimed at enhancing quality across departments. Senior executives were generally perceived as effective communicators of company policies, with 53% of respondents expressing agreement on this matter. Furthermore, a notable percentage (76.1%) of employees acknowledged the responsibility of top management in ensuring quality performance. Leadership capability among managers was deemed essential, with 51.5% of participants strongly agreeing on its significance. Continuous self-improvement among managers received substantial support (44.8% agreement), alongside recognition of the necessity for information sharing among departmental managers. The results also highlighted a prevailing focus on quality strategies within hotels, with 47.8% of respondents agreeing that their establishments prioritize quality over quantity.

Job Satisfaction in Kathmandu's Hospitality Industry: Exploring Work Environment, Compensation, and Employee Retention

The paper discusses the job satisfaction of employees in the hospitality industry, relating to star-rated hotels and high-quality restaurants in Kathmandu. In this sector, which faces long hours of work, high labor turnover, and heavy workloads, the present research study has tried to assess the satisfaction of the employees concerning the work environment, compensation, workload, benefits, job security, and professional development opportunities. Data for this descriptive quantitative research design were obtained from 144 employees from various departments, mainly food and beverage service and food production. The findings showed that workers were satisfied with their remuneration and work-life balance, as well as working conditions in general: 87.5% were adequately compensated, and more than 90% considered work in a positive light. However, a few respondents were not satisfied with how workload is managed and adequate benefits. The study concludes by stating that job satisfaction has a pivotal role in minimizing turnover of workers, improving productivity, and increasing commitment among workers, which thus gives the management a legitimate reason to make it a priority in the industry.