Hospitality Industry In Taiwan Research Articles

Corporate social responsibility authenticity as an antecedent to customer citizenship behavior: evidence from hospitality industry in Taiwan

ABSTRACT Although corporate social responsibility (CSR) authenticity and customer citizenship behavior (CCB) are of great importance to the long-term success of businesses in the hospitality sector, the linkage between them has been an under-researched aspect. Based on social exchange theory and cognitive appraisal theory, a research model is developed to examine whether and how perceived CSR authenticity promotes customer citizenship behavior (CCB). The data was collected from 313 customers of the fast food restaurants in Taiwan and analyzed using PLS-SEM. The findings reveal that perceived CSR authenticity positively and directly impacts CCB. Further, this relationship is mediated by emotional attachment and feelings of gratitude and is positively moderated by altruism. This study contributes to the extant literature by uncovering the mechanisms through which CSR authenticity impacts CCB and provides crucial implications that help hospitality firms formulate more effective CSR strategies based on the perceived authenticity of their CSR activities.

The Influence of Responsible Leadership on Strategic Agility: Cases from the Taiwan Hospitality Industry

The COVID-19 pandemic has taken business uncertainty to an unprecedented level and put business agility and leadership under harsh tests, confronting a diverse and complicated stakeholder reality. Through original interview data and case studies from the hospitality industry in Taiwan collected and compiled since the beginning of the COVID-19 pandemic in 2020, the present research explores how strategic agility can be built, fostered, and enhanced through responsible leadership and CSR initiatives during a time of grand challenges in the hospitality industry. We also discuss and highlight the role played by one stakeholder, namely, the local government, in contributing to strategic agility through reinforcing and possibly enabling responsible leadership during hardships. This paper sheds light both empirically and theoretically on the roles played by business leaders in contributing to strategic agility, which, in turn, helps to build a more socially responsible organization.

Examine the relationships between health-related quality of life, achievement motivation and job performance: the case of Taiwan hospitality industry

BackgroundEmployees are considered as one of the most important assets in many organizations, and their health well-being is critical to help achieve a sustainable and motivated workforce that is committed to delivering quality hospitality services through enhanced performance and productivity. Given the extent of the challenges and impact presented by the COVID-19 pandemic to the hospitality industry, it is timely to gain further insights on employees’ health well-being. The key purpose of this study is to examine the relationships between health-related quality of life, achievement motivation and job performance in the Taiwan hospitality industry, to acquire a better understanding of their relationships through the job performance pathway models.MethodsThis study has used a purposeful sampling technique to select the 10 highest-earning hospitality companies in Taiwan. A total of 292 questionnaires were collected from the employees of these hospitality companies. Based on the multi-dimensional concept of health-related quality of life (HRQoL), the relationships between the five key dimensions (i.e. psychological health, physical health, social health, achievement motivation, and job performance) were examined. To measure these dimensions, the survey questions were adapted from previous research such as the World Health Organization’s WHOQOL-BREF scale, Minnesota Satisfaction Questionnaire. Partial least squares - Structural Equation Modeling method was used to explore these dimensions, and two job performance pathway models (for manager and staff) were subsequently developed.Results and conclusionsFindings showed that psychological health directly affected the manager’s job performance and physical health had a similar effect through social health. While psychological health had not affected the staff’s job performance, but it could affect achievement motivation through both direct and indirect effects of social health. The pathway models that were developed indicated that the manager’s job performance was mainly affected by psychological health and social health, whereas the key dimension that had affected the staff’s job performance was achievement motivation.

COVID-19 Public Health Strategy Implementation for the Hospitality Industry in Taiwan

COVID-19 Public Health Strategy Implementation for the Hospitality Industry in Taiwan

Are employee assistance programs helpful? A look at the consequences of abusive supervision on employee affective organizational commitment and general health

PurposeAbusive supervision has been a prevalent issue in the workplace. This study aims to explore the consequences of abusive supervision on employee affective organizational commitment and general health in the hospitality industry and further explores the boundary conditions of employee assistance programs (EAPs).Design/methodology/approachThe participants of this study were 231 frontline employees from the hospitality industry in Taiwan. Quantitative data was collected using questionnaires from two time periods separated by a two-week interval. The data was analyzed using PROCESS macro for SPSS.FindingsThe findings from this study suggested that abusive supervision have negative impacts on both subordinates’ affective organizational commitment and general health. As expected, perceived effectiveness of EAPs moderated the relationship between perceived abusive supervision and affective organizational commitment, whereas the moderating effect of perceived effectiveness of EAPs on the relationship between abusive supervision and employee general health was not significant.Practical implicationsThe results of this study showed that EAP practices can mitigate the negative effects of abusive supervision. It is expected to encourage managers in the hospitality industry to minimize or even prevent abusive supervision. Further, the authors suggest organizations implement specific strategies in their EAPs to assist employees in coping with the negative emotions accompanying abusive supervision.Originality/valueThis study offers empirical evidence that illustrates the importance of EAPs and how they may reduce the negative impacts of abusive supervision.

Would Organizational Climate and Job Stress Affect Wellness? An Empirical Study on the Hospitality Industry in Taiwan during COVID-19.

During the COVID-19 pandemic, hospitality employees face a tremendous amount of job stress due to the decline in revenue and close contact with people. This study has three aims: first, to analyse the status quo of organizational-climate job stress on employee wellness in the hospitality industry during COVID-19; second, to discuss the correlation between organizational-climate job stress and employee wellness in the hospitality industry; and third, to analyze the associations between of personal background and organizational climate on job stress and wellness in the hospitality industry. This research uses a survey method to examine these issues. Participants were employees of franchise hotel branches in Taipei City, which yielded 295 effective sample sizes from five chain hotels. The personal background factor questionnaire, organizational climate questionnaire, job stress questionnaire, and wellness questionnaire served as the main research tools. In this study, Factor analysis, Pearson Correlation and Multiple Regression Analysis were used for sample analysis. The results revealed a significant relationship between organizational-climate job stress with wellness. Personal background factors, organizational climate, and job stress would affect the wellness of employees. As a result, the present research provides empirical evidence for the impact of organizational climate and job stress on employee wellness in the hospitality industry in Taiwan during COVID-19. The study’s findings, as well as its theoretical and practical implications, are discussed. The main contribution of this study is that the results serve as a reference for hospitality business owners to design better organizational environments for their employees, plan human-resource-related strategies, and provide training for their employees during a pandemic.

Individual-level absorptive capacity and multidimensional work behavior in tourism

PurposeThis study aimed to advance the understanding of employees' individual-level absorptive capacity by examining the mechanisms of three dimensions of their work outcomes: contextual performance, citizenship behaviors toward customers and service sabotage. Drawing on the theory of psychological ownership, the author theorized and assessed how employees' individual-level absorptive capacity predicts different facets of employees' work outcomes through psychological ownership.Design/methodology/approachMultisource data were collected from 334 subordinates from the hospitality industry in Taiwan over two time periods. The hypotheses were tested using structural equation modeling, the results of which indicated that employees' individual-level absorptive capacity was positively related to psychological ownership.FindingsPsychological ownership positively predicted contextual performance and citizenship behaviors toward customers; however, it was negatively associated with service sabotage. Finally, it was found to mediate the effects of employees' individual-level absorptive capacity on contextual performance, citizenship behaviors toward customers and service sabotage.Originality/valueThis study contributed to understanding the relationship between individual-level absorptive capacity and shaping perceptions of service workers and provided several theoretical implications for absorptive capacity and tourism literature.

The influences of abusive supervision on job satisfaction and mental health: the path through emotional labor

PurposeThe purpose of the study is to empirically test and explore the influences of abusive supervision on subordinates' job satisfaction and mental health. Specifically, the authors focus on the mediation effects of emotional labor and compare the discrepancies between surface acting and deep acting.Design/methodology/approachTime-lagged data were obtained from 239 employees in the hospitality industry in Taiwan. The hypothesized model was tested using structural equation modeling with Mplus 7.4.FindingsResults showed that abusive supervision is not only negatively related to employees' job satisfaction and mental health but also positively associated with employee surface acting and negatively associated with deep acting. For mediating effects, surface acting mediates the relationships between abusive supervision and employee job satisfaction, while deep acting mediates the relationship between abusive supervision and mental health.Practical implicationsAbusive supervision is detrimental; it should be reduced in the workplace. Also, frontline employees can be provided with training programs to improve their deep acting strategies, which lead to better job satisfaction and mental health.Originality/valueThis research is among the first to examine the link between abusive supervision and both employee job satisfaction and mental health in the hospitality industry and extends the authors’ knowledge by demonstrating the mediating effects of surface acting and deep acting.

Work–leisure conflict and its consequences: Do generational differences matter?

Work–leisure conflict in employees’ personal lives causes negative attitudes and behaviors. However, few studies have concentrated on the consequences of work–leisure conflict. This research investigated leisure satisfaction, psychological well-being, and job satisfaction as they related to such conflict. The moderating influences of generational differences on the associations between work–leisure conflict and these three consequences were also examined. Survey data were collected from 363 employees of the tourism and hospitality industry in Taiwan. The findings demonstrated that work-to-leisure conflict negatively affects leisure satisfaction, psychological well-being, and job satisfaction. Leisure-to-work conflict is negatively related to job satisfaction. Furthermore, generational differences moderate the relationships of work-to-leisure conflict–leisure satisfaction, work-to-leisure conflict–psychological well-being, work-to-leisure conflict–job satisfaction, and leisure-to-work conflict–job satisfaction. Implications for management and future research are discussed.

Do good looks matter when applying for jobs in the hospitality industry?

This research aims to understand whether there is any difference in interview opportunities within the Taiwan hospitality industry due to physical attractiveness. The resume audit method was utilized to design fictitious resumes, and then they were sent to numerous job openings. The status of callbacks for interviews was observed, and the results showed that the attractiveness of job candidates is an important factor affecting the rate of interview callback in the Taiwan hospitality industry. For male candidates the “appearance effect” is particularly significant, though it is not as noteworthy for female candidates. Also, different types of job openings vary in the degree to which good looks affect a callback: the most important appearance effect exists for front desk receptionists; the second is for food servers at restaurants within a hotel. For other types of job openings such as housekeeping attendants, kitchen staff, and management trainees, there is no appearance effect.

The Foreign Exchange Exposures and Enterprise Risk Management: Evidence from Hospitality Industry in Taiwan

This paper adopts ARIMA model to explore the relationship between business performance and the fluctuation of exchange rate. The empirical results show that the impacts of the fluctuation of foreign exchange rate on the business performance of hotels are significant and different across currencies and the size of a hotel. Furthermore, based on the framework of Kim (2013), a modern portfolio theory proposed by Markowitz (1952) gives an optimal allocation of foreign exchange for a hotel’s decision-makers, who would avoid exchange rate risk exposure and complete the construction of enterprise risk management system (ERM) to reduce losses.

Investigating an innovative service with hospitality robots

PurposeThe purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in Taiwan.Design/methodology/approachA mixed-methods approach, combining an expert panel and semi-structured interviews using a SMART SWOT ranking survey, was applied to understand the perspectives of hotel owners and robotics experts.FindingsFifty-three items were collected regarding the demand side of the hospitality market, showing that the Taiwan hospitality industry has good potential to implement service robots. Sixty-one items on the supply side of business were collected, showing that this robotics service can help hotels handle seasonal employment and labor utilization. The SWOT analysis identifies “The fun and curiosity aroused in consumers can enhance the promotion of service robots”, “Lack of talent in system integration”, “Taiwan’s aging society can increase the demand for service robots” and “China and South-east countries have aggressively poached talent in the global robotics market” as key issues.Originality/valueFew studies have investigated robotics service for hotels using the six-dimensional service innovation model. This model helps identify six factors and implies that this new service concept can position hotels to better compete by using IT and relationship marketing strategies.

The Review of Work and Family Balance among Employees in Hospitality Industry in Taiwan

The research evaluated the effectiveness of flextime in achieving and sustaining work-family balance among male and female hospitality workers in Taiwan. Flextime’s effectiveness in supporting work-family balance has implications on the achievement of organizational outcomes, particularly employee commitment and turnover intention. The study applied quantitative research design to test three major hypotheses and sub-hypotheses by using evidence obtained from a survey of managers and employees of hospitality firms in Taiwan. The evidence confirmed all the hypotheses. Flextime is effective in achieving and sustaining work-family balance. Work-life balance enhances employee commitment and dissuades turnover intention. Hospitality firms in Taiwan need to consider flextime as a long-term or continuous strategy as well as consider improvements relative to changes in the condition and needs of employees.

Understanding corporate philanthropy in the hospitality industry

This study makes a unique contribution to the corporate social responsibility literature, both from a theoretical perspective and corporate philanthropy (CP) perspective that has been under-researched so far. Specifically, it extends the investigation of the motives of CP to the hospitality industry in the emerging country of Taiwan and is the first examination of the determinants of CP in the hospitality industry based on the value enhancement (VE) and agency cost (AC) theories. Previous studies found that either AC or VE determinants, not both, play a major role in making philanthropy decisions. This study reveal new and interesting findings using the data from 13 publicly traded hospitality companies in Taiwan collected between 1996 and 2011. Panel regression test results show that both VE determinants (labor intensity and profitability) and AC determinants (board size and the ratio of independent directors to total directors) were found to be significant factors in explaining the discretionary behavior of CP in the hospitality industry. Furthermore, the lagged philanthropy-to-sale ratio was also significantly related to CP decisions in the hospitality industry in Taiwan, suggesting that the behavior of CP in the Taiwanese hospitality industry is persistent. The possible explanation is that changing philanthropy pattern may lead to market-adverse expectations and reactions and damage the reputation of companies.

Driving factors of the hospitality industry cycle

This study applies a Markov regime-switching model to examine Taiwan's hospitality industry based on the gross domestic product data of the hospitality industry from 1982Q1 to 2012Q2. On understanding the characteristics of Taiwan's hospitality industry, the study performs Granger causality tests to identify the driving factors of Taiwan's hospitality industry cycle. Two regimes of the hospitality industry cycle – a high-growth regime (HGR) and a low-growth regime (LGR) – are detected. Specifically, the average growth rate of HGR (LGR) is 3.01% (2.17%) and the standard deviation of HGR (LGR) is 0.69% (0.19%). The probability of the hospitality industry staying in HGR (LGR) is 98.25% (97.52%) and the expected duration of HGR (LGR) is about 57 (40) quarters. Further, the inbound tourism market growth is found to be a significant driving factor that can cause the hospitality industry to remain in the HGR. Valuable information and policy implications are provided to guide hospitality business managers and tourism policy-makers.

Role of hospitality management department of Taiwan universities in addressing the talent needs of Taiwan’s hospitality industry

Taiwan’s hospitality industry is experiencing labor and talent shortage because of the lower entry of new graduates relative to demand and the low retention especially of entry-level employees. Hospitality education plays an important role in matching and bridging the needs and expectations of hospitality students and firms by enabling students to meet the qualification needs of firms and influencing employment decisions of graduates. The study considered the effectiveness of role fulfillment by interviewing department chiefs and experienced teachers. The results showed the significant entry of graduates in hospitality firms but with room for increasing entry rate. The curriculum offered by universities sufficiently prepares students for work but motivating students to actually work in hospitality firms requires improvement. Research to keep track of industry needs, consultation with students over their employment concerns, and motivation to develop positive attitudes towards hospitality work especially for entry level jobs are for improvement. Key words: Labor needs in hospitality industry, human resource management, hospitality management education, Taiwan hospitality industry, matching theory, bridging role of hospitality education, responsiveness of hospitality management education.

The Analysis of Satisfaction and Future Business Impact for Hospitality Industry in Taiwan

The Analysis of Satisfaction and Future Business Impact for Hospitality Industry in Taiwan

Competitive Marketing Strategies Decision-Making Based on Marketing Resources and Capabilities: Evidence from the Hospitality Industry in Taiwan

This study attempts to identify specific resources and capabilities of tourist hotel by developing an evaluation framework of marketing strategy on the grounds of the resource-based view (RBV) and competitive advantage. Due to the complexity and difficulty of allocated specific resources and capabilities, selecting a competitive marketing strategy is a kind of multiple criteria decision-making (MCDM) problem. The analytic network process (ANP) method is a relatively new MCDM approach to overcoming the independent restrictions in traditional MCDM methods. This empirical study affirms that the differentiation strategy is the best competitive marketing strategy because it focuses on the allocation of specific and limited resources and capabilities toward sustainable competitive advantage. The results of this study also suggest that practitioners increase their ability to concentrate on different aspects in their decision-making process to capture synergy.