Hospitality Industry Research Articles

Empowering leadership, employee organizational commitment and organizational citizenship behavior: the roles of leader authenticity and trust

PurposeDrawing on the leader–member exchange (LMX) theory, we examine the role of empowering leadership in employee organizational commitment and the organizational citizenship behavior. Furthermore, we examine if these relationships are explained by factors such as follower trust in the leader and leader authenticity.Design/methodology/approachWe draw on survey data from 153 individuals serving the hospitality industry sector. The data are analyzed using structural equation modeling.FindingsResults show that trust in a leader positively mediates the relationship between empowering leadership and organizational citizenship behavior as well as organizational commitment. We also find a direct association between empowering leadership and the two organizational outcomes. However, we do not find evidence of the moderating role of leader authenticity in empowering leadership and trust in leader–leader relationship.Originality/valueThis paper brings to light the significance of empowering leadership, especially for hospitality workers who often operate in stressful and deeply hierarchical organizational environments. Our study findings provide a pathway for how supervisors should follow an empowering form of leadership annculcate trust in employees for better organizational outcomes. The findings indicate significant theoretical and practical implications and offer recommendations for future research.

Customer incivility's antecedents and outcomes: a case study of Vietnamese restaurants and hotels

PurposeCustomer incivility is a crucial issue that has multiple negative effects on organizations, especially in the hospitality industry. This study identified the antecedents of customer incivility and investigated its outcomes on frontline employees (FLEs) in the emerging market of Vietnam.Design/methodology/approachThis study used a quantitative methodology featuring interviews with 476 FLEs who frequently experienced customer incivility in Vietnamese restaurants and hotels. The data were analyzed using structural equation modeling.FindingsThe findings demonstrated four antecedents of customer incivility (training/knowledge, FLE incivility, service orientation, and environment) and three outcomes (revenge motivation, service sabotage, and turnover intention), as well as the mediating role of revenge motivation.Practical implicationsManagers can establish and upgrade training lessons with different syllabi for numerous FLE groups to improve staff perceptions and enhance the organization’s service orientation and environment, which can support the minimization of revenge motivation, service sabotage, and turnover intention among frontline staff members.Originality/valueThis study highlights how impactful customer incivility is and how to eliminate it by clarifying its origins and effects in Vietnamese hotel and restaurant organizations.

THE IMPACT OF INTERACTIVE HOTEL MAPPING TECHNOLOGY ON BUSINESS PROCESSES IN THE HOSPITALITY INDUSTRY

The article explores the prospects and main directions of development of interactive hotel mapping technology. Emphasis is placed on the integral nature of the application of innovative digital technologies in the context of digital-transformation of the business environment of the tourism and hospitality industry. The aim of the article is to investigate the impact of successful practices of interactive hotel mapping on increasing efficiency, improving and modifying business processes of companies operating in the tourism and hospitality industry. The following research methods were used: observation, systematization and analysis of practical activity of the subjects of the hospitality sphere, as well as logical-analytical and system-structural methods. Interactive hotel mapping is an application of virtual reality technology. The components of this technology are indoor navigation, routing and virtual tours. The most positive effect of the technology in question has if its application is combined with other innovative digital technologies and organically fits into business processes at different stages of the production cycle. The biggest impact of interactive hotel mapping technology is on business processes related to marketing, reservations and front office service. A successful practice is the integration of the technology in question with Smart Room technology. Due to the technological peculiarities of providing indoor positioning, IT-products for interactive hotel mapping tend to specialize and demonstrate a low level of unification. For OTAs (Online Travel Agencies) and other actors providing indoor services on the booking market, the most urgent problem is the problem of unification of positioning indicators. This factor should be taken into account by firms-developers of specialized software. The scientific novelty of the study consists in the clarification and systematization of successful practices in the application of interactive mapping technology; identification of the most promising areas for improving business processes under the influence of the technology under consideration. The practical value of the obtained results lies in the possibility of their use in the practical activities of both tourism and hospitality companies and companies developing specialized IT products for the tourism and hospitality industry.

Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion

PurposeThis study aims to investigate the impact of perceived subtle and overt discrimination on employees’ emotional exhaustion, along with potential mitigating factors such as social support, organizational inclusion and religiosity.Design/methodology/approachThe research is based on a sample of 359 Muslim employees working in US restaurants. The data are analyzed using fuzzy-set Qualitative Comparative Techniques.FindingsThe results reveal that high/low emotional exhaustion in tourism and hospitality sector is triggered by multiple combinations of high/low levels of subtle and overt discrimination, family and friends support and religiosity. Such findings hold important implications to both theory and practice.Research limitations/implicationsBy using fuzzy-set Qualitative Comparative Analysis, this research stands out from studies on discrimination that use conventional statistical methods. It proposes several solutions leading to a single outcome (high/low emotional exhaustion). This new approach contributes to the advancement of theory in this context.Practical implicationsThis study shows that there is no single best solution for high/low emotional exhaustion. Stated differently, multiple solutions provide several ways for firms to mitigate employees’ emotional exhaustion.Originality/valueReligious discrimination in workplaces is increasing at an alarming rate, particularly in customer facing roles, such as the tourism and hospitality industry. This is having detrimental effects on employees from minority groups, often leading to excessive levels of emotional exhaustion. Nonetheless, the extant literature has somewhat understated the consequences of this issue, creating a void that needs to be fulfilled. This study addresses this gap.

Effects of sensory cues on consumers’ wine taste perceptions and behavior: evidence from a wine-tasting experiment

PurposeThis study aims to investigate how sensory cue order, wine knowledge and visual–olfactory (V–O) congruence affect consumer’s taste perceptions of wine and their subsequent behavior.Design/methodology/approachAn experiment was performed to identify the effects of sensory cue congruence and sensory cue order on wine consumers’ perceptions of wine, affective evaluations, cognitive evaluations and purchase intentions.FindingsWine experts exhibited positive emotional responses to congruent sensory cues in the V–O order. Experts’ enjoyment of wine’s aroma, their emotional responses, their cognitive evaluations and their purchase intentions were lower in the incongruent condition. Consumers’ negative emotions elicited by the V–O sequence were also less intense than those triggered by the olfactory–visual (O–V) sequence. Wine experts demonstrated more positive emotional responses in the V–O sensory congruent condition.Research limitations/implicationsThis study highlights how visual and olfactory sensory cue order, wine knowledge and sensory cue congruence interact to clarify wine-related behavioral intention. Findings reveal the roles of these factors in shaping sensory perceptions, cognitive evaluations, affective evaluations and behavior related to wine consumption.Practical implicationsThis study holds implications for various stakeholders, including winemakers, wine businesses, restaurants and the broader hospitality industry. Wine businesses can enhance advertising effectiveness by tailoring their marketing efforts to customers’ knowledge levels and emphasizing the inherent attributes that align with individuals’ preferences. Winemakers can improve consumers’ sensory experiences by enhancing the natural color of wines. Restaurants can strive to ignite diners’ positive emotions and experiences by providing congruent information. Furthermore, sensory-driven strategies can be used in the hospitality sector to elevate customers’ positive emotions.Originality/valueThis study fills gaps in wine research by delineating how wine knowledge and related sensory cues can influence consumers’ sensory perceptions, cognitive evaluations, affective evaluations and behavior. These aspects have been largely overlooked in previous work.

Comparison of Integrated Marketing Communication (IMC) Activities of Chain Hotels Specific to Social Media

The study aims to compare the integrated marketing communication activities of leading national and international hotel chain brands in the hospitality industry by examining their social media activities. Accordingly, Türkiye's largest national (n=6) and international (n=6) hotel chains were selected as the research area, taking into account their number of rooms and geographical spread. In this study, Facebook, Twitter, Instagram and YouTube accounts were analyzed. First of all, the accounts used by hotel businesses and their usage characteristics were investigated. The contents of these social media accounts were then analyzed. According to the findings, international hotels conduct more effective Integrated Marketing Communication (IMC) activities on social media compared to national hotels. National hotels, on the other hand, mostly do not prefer YouTube channel but are active on other social media channels. In general, product or service promotion, information/news sharing and special day content are the most preferred content. Product or service promotion is the most frequently shared content. Based on the results, hotel businesses should use social media channels in an up-to-date manner for the activity of IMC activities. This is important for MIMC conditions. At the same time, businesses should provide content criteria holistically.

Influence of corporate social responsibility and ethical leadership on employees' affective commitment: Evidence from the hospitality industry in Vietnam

AbstractThis paper intends to evaluate the relationship between corporate social responsibility (CSR), ethical leadership (EL), job satisfaction (JS), and affective commitment (AC). Filtered and entered Statistical Package for the Social Sciences and Amos is a powerful structural equation modeling software helping support research and theories, the data were gathered from 432 participants in Vietnam's hospitality sector. According to study findings, CSR and EL positively impact AC and JS among employees. Moreover, JS is also a vital component that has influenced employees' AC. The study results have managerial implications for improving JS and strengthening the correlation of employees' AC.

How and when does family incivility steer employees towards work delays: implications for HR

PurposeThe purpose of this study is to investigate the negative spillover effects of family incivility on employees’ ability to meet their work-related deadlines. Furthermore, we examine emotional exhaustion as a mediator and emotional intelligence as a moderator in this process.Design/methodology/approachWe test our predictions through a multisource, time-separated data collection involving 161 employee-supervisor dyads working in various hospitality sector organizations in Pakistan – a relatively understudied context where the hospitality industry is struggling.FindingsThe findings of our study indicate that exposure to rude family behavior hinders employees’ ability to complete work tasks on time, as mediated by their emotional exhaustion. However, this harmful process can be curtailed if employees can rely on their emotional intelligence to regulate their own emotions and those of their family members.Practical implicationsThe findings of this study provide pertinent insights for HR managers and organizations to help their employees deal with family issues. Moreover, organizations can benefit from introducing training programs that improve employees’ emotional intelligence and increase the likelihood that they do not default on their work deadlines.Originality/valueThis study extends the limited existing family incivility research by investigating its spillover effects on employees’ ability to meet work deadlines, a previously unexplored relationship. In addition, we highlight the roles of two pertinent aspects: emotional intelligence and emotional exhaustion.

Sensory synergy and energy dynamics: unveiling the performance drivers of Chinese hotel frontline employees

ABSTRACT This study explores the relationship between sensory experiences and the energy levels of Chinese hotel frontline employees, examining the pathways through which their resource energy is activated and the underlying mechanisms. Specifically, it looks at how frontline employees in Asian hotels promote work integration through relational and collective energy. Set within the Asian hospitality sector, this research highlights the Asian paradigms – service philosophies and management styles embedded in Asian culture and values – that have made an impact on the global hospitality industry. Interviews with 35 hotel employees resulted in 35 narrative structure maps, revealing that sensory synergy and compensation can activate an interactive dynamic mechanism, facilitating the ongoing activation of energy in their daily tasks. This process advances the five critical nodes of energy activation at work. The study significantly contributes by focusing on the individual and collective values of frontline employees as they navigate and adapt to shifts in the Asian paradigm. It reveals the internal mechanism that regulates the integration and optimisation of hotel frontline employees’ energy, providing insights into improving employee well-being and performance in the hospitality industry.

Reducing Employee Turnover in the Hospitality Industry Through the Use of Job Design Optimization

This case study follows an employee who after working for the Quad City Golden Hotel (QCG) for several years, ultimately handed in her resignation after complaining the demands of her new position were overwhelming and offered little to no support. Like many before her, the resignation was disregarded as a typical characteristic of the dynamic employment turnover in the hospitality industry. Through the use of a job design optimization tool (JDOT), this case study explores how a balanced job design can ensure employees are provided with the most efficient tools to complete their jobs effectively. This method of strategic design can, in turn, also lead to a reduction in turnover as employees begin to feel more supported in the workplace and equipped to do their jobs.

Quitters from Hospitality Industry: Misfit or Just Looking for Better Conditions?

Quitters from Hospitality Industry: Misfit or Just Looking for Better Conditions?

Dynamics in the asymmetric effects of job attributes on employee satisfaction: A mixed-method approach using big data

Given its direct influence on customer satisfaction and firm profitability, employee satisfaction has attracted much attention from scholars in the hospitality industry. However, the moderating variables that shape the asymmetric relationship between job attributes and employee satisfaction remain largely unexplored. We aim to fill this gap by considering the influence of employee position and organizational tenure on the relationship. We reveal the asymmetric relationships between employee satisfaction and various job attributes by performing an impact-asymmetry analysis and using a hybrid approach that integrates the big textual data from online reviews written by employees. Our results highlight some differences between managers and non-managers, with the former giving priority to organizational culture and work environment and the latter setting high expectations on employee benefits. These results also underscore the dynamic effect of organizational tenure on the aforementioned asymmetric relationships. Our empirical findings can guide managers in the hospitality industry in designing targeted strategies that can effectively maximize the satisfaction of their employees.

The Nexus between Green Transformational Leadership, Employee Behavior, and Organizational Support in the Hospitality Industry

The Nexus between Green Transformational Leadership, Employee Behavior, and Organizational Support in the Hospitality Industry

Corporate social responsibility bridges in the context of tourism service providers

This research focuses on the corporate social responsibility (CSR) practices of tourism service providers (TSPs – tour operators, travel agencies, tourism transportation agencies, among others). We analyse TSP’s collaborative efforts through CSR practices and their social, economic and environmental dimensions. Building on a qualitative framework, we conducted structured personal interviews with fifteen representatives of Jordanian TSPs. Several contributions are worth mentioning: the analysis allows for a broader understanding of CSR practices adopted by TSPs to serve as mutual support bridges between TSPs and stakeholders in the hospitality and tourism industry; CSR practices, benefits and barriers faced by TSPs; gender gap emerging from TSPs employment policies and intersectionality; TSPs and job and tourist opportunities for people with special needs; CSR practices, sustainability and community welfare, among others. This empirical article offers insights from Jordan’s small tourism businesses, a case previously not analysed. Limitations and implications for decision-makers are also discussed.

The ‘CSR facade’ of the hospitality industry: The importance of social responsibility in fighting sex trafficking and illegal sex purchases in hotels

Hotels are often regarded as (un)wittingly complicit in terms of sex traffickers using their facilities for illegal sex purchases. This article examines chain employees’ experiences of individual social responsibility (ISR) and corporate social responsibility (CSR) in the interaction between hotels and three stakeholder groups (online booking channels; governmental and non-governmental organizations; and nearby hotels) in the fight against sex trafficking and illegal sex purchases. Employee perspectives were gathered through semi-structured interviews in Sweden and the Netherlands, two countries with distinctive prostitution legislation. The findings highlight that the hotel employees found tensions between ISR and CSR and the relationship with the external stakeholders challenging. What became apparent was that CSR is often a facade used to report back positive results to external stakeholders rather than CSR and ISR playing a proactive role in fighting sex trafficking and illegal sexual purchases. We conclude by arguing for the necessity to better understand the relationships between ISR and CSR within the hospitality industry and suggesting that there remains a need for better understandings of how CSR can work across industry stakeholders and within academic research in order to ensure actionable outcomes that make a difference.

Image Classification of Room Tidiness Using VGGNet with Data Augmentation

Tidiness becomes an essential aspect that everyone should maintain. Tidiness encompasses various elements, and one of the aspects closely related to it is the tidiness of a room. The tidiness of a room creates a comfortable and clean environment. The tidiness of a room is particularly crucial for individuals involved in businesses such as the hospitality industry. Therefore, a solution is needed to address this issue, and one of the approaches is to utilize Deep Learning for automatic room tidiness classification. One popular deep learning method for implementing image classification of room tidiness is the convolutional neural network (CNN), which creates a well-performing model for image classification with data augmentation. This research aims to develop an image classification model using CNN with the VGGNet architecture and data augmentation. This study is a reference for further development, with potential applications in the hospitality industry. The research results in a model that achieves an accuracy of 98.44% with a data proportion of 90% for training and validation, while the remaining 10% is used for testing purposes. The conclusion drawn from this study is that the CNN method, combined with data augmentation, can be utilized for image classification of room tidiness.

Content Analysis Of Textbook Evaluation: Assessing Everyday English For Hospitality Professionals

This study conducts a comprehensive content analysis of the textbook titled "Everyday English for Hospitality Professionals". Through the lens of textbook evaluation, the research aims to assess the effectiveness and suitability of the content in meeting the learning needs of professionals in the hospitality industry. Utilizing established criteria, the analysis scrutinizes the relevance, clarity, and practicality of the material, particularly in facilitating language skill development tailored to the demands of the hospitality profession. The findings of this study offer valuable insights for curriculum development and instructional material selection, contributing to the enhancement of English language learning experiences for hospitality professionals.

Greening the hospitality industry: examining institutional influences and perceived benefits of EMS in Malaysian SME hotels

PurposeThe majority of Malaysian firms are small and medium-sized enterprises (SMEs), and the hospitality industry is no exception. However, a study on environmental management systems (EMS) reveals that relatively few studies have observed EMS implementation in small and medium-sized enterprises hotels (SMEHs). Hence, this study aims to determine the link between institutional influences and mediating effects of top managers' perceived benefits toward EMS implementation by Malaysian SMEHs.Design/methodology/approachThe results of a questionnaire survey of 252 SMEHs managerial-level professionals using Smart-PLS software provide some explanation for the marginal action taken by these SMEHs to improve their environmental performance.FindingsBased on the findings, five variables might stimulate the implementation of an EMS: regulatory influences, customer influences, competitor influences, employee influences and manager attributes influences.Research limitations/implicationsThis study significantly advances understanding of EMS and SMEHs, offering a replicable research framework applicable across industries and countries. Scholars can leverage the framework for further exploration, while managers should recognize institutional influences on EMS implementation.Originality/valueGiven that this study is one of the few that investigates the institutional influences and perceived benefits of EMS implementation, it may provide valuable information for future research on the hospitality industry and the SMEHs among researchers and practitioners.

“Doing it for my family”: examining when and how family motivation hinders creativity of hospitality employees by shaping job-perception

PurposeThis study explores the relationship between family motivation and employee creativity. It examines the way family motivation shapes employees' job perceptions, specifically examining the mediating roles of job instrumentality and job meaningfulness detachment. Additionally, the study explores the moderating effect of family financial pressure.Design/methodology/approachThe data were collected in three waves over six months from 382 employees in the Turkish hospitality industry. The Warp PLS 7.0 software was utilized for data analysis using partial least squares structural equation modeling (PLS-SEM).FindingsThe results indicate that family motivation significantly influences job instrumentality and job meaningfulness detachment, which subsequently reduce employee creativity. Moreover, family financial pressure moderates the relationship between family motivation and job perception, thereby amplifying its effects.Research limitations/implicationsThis study highlights that organizations should minimize ambiguity and complexity, create a psychologically safe environment, align incentives with creativity, address conflicts between short-term gains and long-term projects and support work-life balance in the hospitality industry. This can enhance employee creativity, satisfaction and retention.Originality/valueThis study is an early attempt to investigate when and how family motivation (re)shapes hospitality workers’ job perceptions and influences their propensity to engage in creative endeavors.

Driving metaverse adoption in the hospitality industry: an upper echelon perspective

Purpose The purpose of this study is to explore how past and future temporal focus of CEOs in the hospitality industry influence their intention to invest in metaverse technology and the underlying mechanism under boundary conditions of perceived competitive pressure. Design/methodology/approach This multi-informant study collected data over three waves from a sample of 235 CEOs and their subordinates in India’s hospitality industry. A PLS-SEM was applied to the study data. Further, the study also used phenomenological interviews to capture CEOs’ perspectives on the study’s conceptual model. Findings Findings suggest that the past temporal focus of CEOs decreases technology orientation, and future temporal focus increases the technology orientation of firms, consequently impacting the intention to invest in the metaverse. CEOs’ perceived competitive pressure moderates the mediating relationship, such that the negative impact of past temporal focus on technology orientation is decreased and that of future temporal focus on the CEO is increased. Research limitations/implications By exploring the role of a CEO’s past and future temporal focus on influencing technology orientation and, hence, adoption of new technology, the study extends upper-echelon theory to the field of metaverse adoption in the hospitality industry and responds to scholars’ calls to explore the industry’s technology adoption from the lens of the upper echelon. Practical implications The study has significant implications for the success of the adoption of metaverse technology in the hospitality industry. Findings imply that the board members should encourage CEOs to have future temporal focus. Originality/value The study provides novel insights into the adoption of metaverse technology by the hospitality industry, where CEO attributes such as their temporal focus influence intention to invest in metaverse.