Hotels In China Research Articles

How does leaders’ narcissistic rivalry impact employees’ service outcomes in the hospitality industry? A conservation of resources perspective

PurposeThis study examines how leaders’ narcissistic rivalry (LNR) affects the in-role performance (IRP) and proactive customer service performance (PCSP) of employees in the hospitality industry. Specifically, this study investigates the mediating role of psychological distress and the moderating role of locus of control (LOC) in the aforementioned relationships.Design/methodology/approachThis study administered a multi-wave, multi-source questionnaire survey with 323 employees working in 11 full-service hotels in China. Statistical analyses were performed using the PROCESS macro in SPSS 26 software and structural equation modeling using Mplus 8.3 software.FindingsThe authors' results suggest that LNR can negatively affect hospitality employees’ IRP and PCSP and that these relationships are mediated by psychological distress. Additionally, the impact of LNR on psychological distress can be lessened by internal LOC.Originality/valueThis study contributes to the literature on leader narcissism by investigating how LNR affects IRP and PCSP among hospitality employees. Drawing on conservation of resources theory, this study also identifies a novel mediating mechanism (psychological distress) connecting LNR to hospitality employees’ service outcomes. Furthermore, this study reveals the moderating role of LOC in the relationship between LNR and psychological distress.

Spatial correlation network structure of operational efficiency and its driving factors: A case study of star-rated hotels in China.

Accurately grasping the spatial network correlation structure of operational efficiency in star-rated hotels and its influencing factors is of great significance for promoting high-quality coordinated development of star-rated hotels and the regional tourism reception industry. Using a comprehensive approach integrating the Super-DEA model, modified gravity model, and social network analysis to explore the evolving characteristics of spatial network structure in operational efficiency of provincial star-rated hotels in China from 2013 to 2022, and their underlying mechanisms. The results indicate that: (1) During the study period, the average operational efficiency of star-rated hotels in China was 0.618, with spatial efficiency values showing a distribution pattern of "Eastern > Central > Western > Northeastern". (2) The spatial correlation network of operational efficiency among provincial star-rated hotels in China overall exhibits characteristics of densification, hierarchical structure, and reinforcement. Provinces such as Beijing, Tianjin, Shanghai, and Jiangsu in the eastern region play central roles as "central actors" in the network, while provinces in the western and northeastern regions such as Heilongjiang, Tibet, and Xinjiang play roles as "passive actors" in the spatial network. (3) Members of the "Net benefit" and "Two-way spillover" are primarily from the eastern and some central provinces, while members of the "Net overflow" are mainly from the northeastern and western provinces. (4) Factors such as economic development level, residents' consumption level, and distance from provincial capital cities collectively drive the evolution and optimization of the spatial network structure of operational efficiency among provincial star-rated hotels in China. This study not only enriches the research findings on hotel operational efficiency but also provides a reference for constructing a cross-regional collaborative mechanism to enhance the operational efficiency of star-rated hotels.

Analysis of Chinese Hotel Social Media Strategies and Effectiveness on Xiaohongshu

Social media has played a crucial role in the era of Web3.0, and the past few years witness a rapid growth and development of Xiaohongshu app in China, which is a platform for sharing various information including fashion, travel, education, etc. While little research has been conducted in Xiaohongshu marketing of hotels in China, the purpose of this paper is to apply the Uses and Gratifications theory to explore current marketing strategies that frequently employed by hotels in China on Xiaohongshu, investigate the weaknesses and make recommendations. The study results have identified three commonly used marketing strategies, which are knowledge and photo sharing, lucky draw, and KOL and brand collaboration. The major drawback for Chinese hotels on Xiaohongshu is their replication of marketing materials on other platforms, not in line with the style of Xiaohongshu, and thus gain very low exposure. This study suggests hotels that leverages Xiaohongshu to conduct social media marketing to customize the content, follow the trending topics recommended by the official channel and enhance user engagement.

Antecedents of Self-Efficacy and Task Performance in Hotel Services: The Case of Internship Students in China

ABSTRACT Focusing on self-efficacy and social learning theories, this study investigates the mechanic of hotel student interns’ self-efficacy and task performance. Since student interns are one of the main human resources in hotels in China, their performance is crucial for hotels, while the mechanic of student interns task performance was less investigated, especially the role of self-efficacy. For this study, 300 student interns were selected from 10 four- and five-star hotels in Beijing, China, and 233 valid responses were received. The study findings show that training and tacit knowledge sharing have significant impacts on self-efficacy but no direct impact on task performance. Self-efficacy has a strong impact on task performance. In addition, self-efficacy mediates the impacts of training and tacit knowledge sharing on task performance. Results suggest that students’ self-efficacy is important for hospitality education and the hotel industry, while training and tacit knowledge sharing are key to improve self-efficacy.

How does despotic leadership thwart frontline employees’ role-related service behaviors? A psychological empowerment perspective

Frontline employees’ role-related service behaviors, including in-role service behaviors and extra-role service behaviors, are crucial for ensuring customer satisfaction and enhancing hospitality performance. Drawing upon the theoretical literature on psychological empowerment, we aim to elucidate how and when despotic leadership is associated with frontline employees’ role-related service behaviors. The data was collected from 241 frontline employees and their immediate supervisors across 6 sizable hotels in China. The results demonstrated that despotic leadership undermines both in-role service behaviors and extra-role service behaviors of frontline employees, and frontline employees’ psychological empowerment mediates such relationships. Our findings also demonstrated that individual traditionality, as a boundary condition, could mitigate the destructive effect of despotic leadership on frontline employees’ psychological empowerment. We also discussed the theoretical implications for scholars and practical implications for managers in the hospitality industry.

The impact of quantitative and qualitative job insecurity on employees’ mental health and critical work-related performance: Exploring the role of employability and gender differences

Further investigation is necessary due to the limited research on the long-term effects of job insecurity resulting from the COVID-19 pandemic. Therefore, this research employs the Self-regulation and JD-R theories to investigate the role of mental health (MH) in mediating the impact of quantitative job insecurity (QNJI) and qualitative JI (QLJI) on employees' task, creative, and pro-environmental performance, while also exploring the potential of perceived employability, considering gender differences, to aid employees in managing JI and mitigating its adverse effects on their MH. Data were collected from employees working in deluxe hotels in China. The findings indicate that individuals' perception of their employability influences the impact of QNJI on MH. However, there is no interaction between QLJI and employability on MH. This study represents one of the initial investigations on QLJI and QNJI and indicates that managers must comprehensively understand JI's impact on employees' productivity, particularly in times of crisis.

The Factors of Live Streaming Strategies and Sales Performance Between Customer Retention and Shopping Experience: A Study on Hot Springs Hotel in China

The Factors of Live Streaming Strategies and Sales Performance Between Customer Retention and Shopping Experience: A Study on Hot Springs Hotel in China

How family motivation affects Chinese hotel employees' extra-role behaviors: A serial mediation model from an instrumental perspective

Hospitality management research pays much attention to how work-related factors affect employees’ extra-role behaviors, while the potential role of work-family factors seems to be neglected. Using a sample of employees and their direct supervisors from several five-star hotels in China, a three-wave survey study was conducted to explore the effects of family motivation on employees' organizational citizenship behaviors (OCBs) and voice behaviors, as well as to clarify the underlying mechanisms. The results show that family motivation stimulates employees to see their jobs as a means to obtain financial rewards to support their families (i.e., job instrumentality) and then to be more concerned about their jobs’ security. Further, job security concern would enhance employees’ impression management motives, leading to more OCBs toward different targets while inhibiting voice behaviors. Implications for family motivation and extra-role behaviors research and practice are discussed.

The impact of green human resource management on hospitality employees’ quitting intention: A dual perspective study

Green human resource management (GHRM) is being increasingly adopted by hospitality industry to help hotels achieve environmental goals and cater to the green focus of customers. The existing studies mostly focus on the impact of GHRM on green-related outcome variables, and few studies have explored the relationship between GHRM and non-green-related outcome variables. At the same time, the entire hospitality industry is facing the problems of high employee liquidity and a high turnover rate. Therefore, this study aims to explore the relationship between GHRM and employees' quitting intention in the hospitality industry through the mediating role of job embeddedness and the moderating role of servant leadership and employees' individual green values. Participants were 437 frontline employees from of 31 hotels in mainland China, and data were collected through conditional sampling and analyzed using structural equation modeling techniques. It was found that GHRM can increase employees' job embeddedness, which in turn suppresses employees' quitting intentions. In this process, the level of employees' individual green value and the degree of servant leadership among management both have positive moderating effects. In terms of theoretical contributions, the path of influence of GHRM practices on employees' quitting intention is explored, which broadens the scope of GHRM research. The introduction of two moderating variables, servant leadership and individual green value, provides a new idea for subsequent research to explore the issue from the dual perspectives of both leadership and employees. In terms of practical implications, this study reveals to hospitality managers how GHRM can help reduce employee turnover and suggests ways of optimizing the effect by improving the level of employees' individual green value and promoting servant leadership among management.

Design and development trend of hotel management system based on Web technology

In the rapid development of modern society, how to build and promote the integration of guest rooms, catering, business culture and other various service facilities for the consumption of places, is the main issue that the domestic and foreign hotel industry actively explore. Nowadays, China's hotels have a large organization, provide more service items, and collect a large amount of information. In order to further improve the level of labor production, control costs, and improve service quality, it is necessary to achieve information management and control with the help of computers. Therefore, after understanding the current research status and development trend of hotel management system, this paper mainly studies the design of hotel management system based on Web technology according to system demand analysis and system function analysis, and puts forward effective measures from the perspective of long-term development of the industry.

Pragmatic Functions of Move Structures in Online Chinese Hotel Complaint Responses

The paper employs genre analysis to investigate the pragmatic functions of complaint responses of five-star hotels in China. The study first summarizes the move structures of complaint responses at the macro level and then explores the realization process of the main moves on the communicative purpose. Based on previous studies and data analysis, there are four moves and fourteen sub-moves in complaint responses. Grounding the theoretical framework of rapport management, the study identifies the relation-oriented, task-oriented, and promotion-oriented functions of moves in Chinese hotel complaint responses. Besides, this paper compares the differences between various functions to summarize the response strategies suitable for Chinese hotels. Overall, the present study sets up a more comprehensive move framework of online business complaint responses, which can help to strengthen the interpretation of consumer complaints and provide references for enhancing customer satisfaction and maintaining a harmonious relationship with customers.

Going beyond the role: How employees' perception of corporate social responsibility fuels proactive customer service performance

Corporate social responsibility (CSR) and employees' proactive performance are essential in the hospitality industry, given their positive impact on corporate performance. However, little focus has been given to the influence of CSR on employees' proactive performance. This study utilizes the social information processing theory and proactive motivation model to examine the impact of employees' perceived CSR on their proactive customer service performance. We also investigate the employees' motivational states as mediators, including employees' organization-based self-esteem, felt obligation, and experienced meaningfulness. Empirical evidence is from 438 frontline employees in boutique hotels in China. Results indicate that employees' perceived CSR significantly influences their proactive customer service performance. Specifically, felt obligation and experienced meaningfulness play the mediating roles between employees' perceived CSR and their proactive customer service performance, while organization-based self-esteem does not. This study contributes to the growing body of literature on CSR and employee proactivity, offering practical implications for managers and policymakers who aim to improve employee performance through CSR programs.

Try to discuss the management problems and countermeasures in the development of high-end hotel in our country

Under the development trend of economic globalization, facing the opportunities and challenges brought by the development of the domestic and foreign market economy, the high-end hotel in our country is the important pillar of the tertiary industry, whether it is the business demand or the intensity of competition. By understanding the current development status of high-end hotels in China, understanding the management problems faced by reform and innovation, and putting forward effective solutions as soon as possible, it can lay the foundation for the sustainable development of high-end hotel industry in various regions. Therefore, this paper mainly studies the management problems and countermeasures in the development of high-end hotels in China.

How does the usage of robots in hotels affect employees’ turnover intention? A double-edged sword study

The purpose of this paper is to examine the double-edged sword effect of the usage of robots on hotel employees' turnover intention. We also examined the mediating role of work autonomy and job insecurity, as well as the moderating role of conscientiousness. Based on conservation of resources theory, we used a time-lagged method to select a sample of 370 employees from 18 hotels in China. We performed statistical analyses using SPSS 23.0 and Mplus 7.4. We found that the usage of robots reduces turnover intention through work autonomy and increases turnover intention through job insecurity. Conscientiousness moderated the effects of the usage of robots on work autonomy and job insecurity, as well as the indirect effects of work autonomy and job insecurity. Our study enriches the research on the usage of robots in the hospitality industry and expands scholars' exploration of conscientiousness. Our findings change previous scholars' perceptions of employee’ conscientiousness. It is crucial for hotel managers to acknowledge that the usage of robots is a double-edged sword. Hotel managers need to recruit employees who use robots from a complementary perspective and do not always have to recruit employees with high conscientiousness.

Adapting and Validating the Organizational Embeddedness Scale: An Empirical Study in the China's Hotel Industry

Adapting and Validating the Organizational Embeddedness Scale: An Empirical Study in the China's Hotel Industry

Analysis of Management Strategies for Urban Hotels in China Under the Sustainable Development Goals of Low-Carbon Tourism

Purpose: The objective of this study is to seek out common problems and improvement strategies in the management of urban hotels in China under the Sustainable Development Goals of low-carbon tourism. As significant contributors to carbon emissions in the tourism industry, urban hotels in China face various challenges in their operations. It is worth exploring the specific problems they encounter and how to enhance the management of urban hotels, along with strategies for improvement. Theoretical framework: Recent literature indicate that carbon emissions from urban hotels are more pronounced compared to other components of tourism activities. Design/methodology/approach: This paper adopts a qualitative research approach and draws upon literature and relevant theories to propose the "4R+1C" principle for urban hotel management. Subsequently, it summarizes the existing problems in the management of urban hotels in China and finds out common issues through text analysis. Finally, based on the Sustainable Development Goals of low-carbon tourism and relevant theories, improvement suggestions are provided. Findings: Low-carbon tourism is not only a requirement of Sustainable Development Goals but also a crucial means of addressing economic and environmental conflicts, which is also a trend in the development of urban hotels. As the second-largest source of carbon emissions in the tourism industry, it is imperative for hotels to implement energy-saving and emission reduction measures. Research, Practical & Social implications: It is recommended that future research focuses more on the Sustainable Development Goals of low-carbon tourism and encourages the hotels to actively engage in low-carbon practices in their operations. Originality/value: The results indicate that urban hotels lack a strong awareness of low-carbon tourism in their operations, which deviates from the Sustainable Development Goals. Low-carbon management can enhance hotel management capabilities, improve competitiveness, and promote high-quality and sustainable development in the hotel industry.

How employees perceive and (dis)engage with ‘green’ practices in luxury hotels

The success of implementation of ‘green’ practices in hotels depends on employees. Many studies assume that hotel employees perceive ‘green’ practices positively and, therefore, engage with environmental conservation. Employees can, however, feel negative towards ‘green’ practices and disengage with their implementation. By interviewing 28 frontline employees in luxury hotels in China, this study explores their perceptions of ‘green’ practices and related behavioural response. The study finds that employee perceptions can be categorised as positive, neutral, and negative falling into four types: value creation; image building; control system; formalism. These perceptions trigger five patterns of behavioural response ranging from positive (pro-active support), via neutral (passive compliance; indifference) to negative (informal protest; avoidance). The study enables preliminary conceptualisation of complex employee response to environmental sustainability interventions in luxury hotels in China and beyond. The study outlines measures for hotel administrations to facilitate positive staff attitudes to environmental conservation.

The influence of inclusive leadership on hospitality employees' green innovative service behavior: A multilevel study

Does inclusive leadership facilitate hospitality employees? If so, what are the underlying mechanisms involved? Researchers have identified that inclusive leadership is crucial in the hospitality industry. The current study explores organizational services climate and green knowledge sharing has cross-level moderated mediation effects on the relationship between inclusive leadership and green innovative service behavior. The data was collected from full-time employees and team leaders working in hotels in China and analyzed through a multilevel analysis. The results demonstrated that inclusive leadership positively relates to green innovative service behavior and mediates via green knowledge sharing among hotel employees. The findings further showed that the green organizational services climate moderates the influence of inclusive leadership on knowledge sharing and consequent green innovative service behavior. This study provides theoretical insights, practical applications, and recommendations for managers in the hospitality sector.

The Impact of Customer Incivility on Employee Cheating Behavior: An Explanation of Conservation of Resources Theory

Previous studies have focused on the internal factors of employee cheating behavior, but neglected the external factors, such as customer attitudes and behavior. Based on the conservation of resources theory, this study explores how customer incivility affects employee cheating behavior through harmonious passion and discusses the moderating role of employee rumination in the relationship between customer incivility and harmonious passion. Data was collected from 298 supervisor-subordinate dyads of 4- and 5-star hotels in China. The results show that customer incivility indirectly affects employee cheating behavior, while harmonious passion intermediates the process. Rumination moderates the relationship between customer incivility and harmonious passion, as well as the intermediary role of harmonious passion in the relationship between customer incivility and employee cheating. Theoretical and practical implications are discussed.

Relationship between ESG strategies and financial performance of hotel industry in China: An empirical study

Purpose: This study examines the impact of ESG strategies on the financial performance of international hotels in China. Design/Methodology/Approach: Data was collected from 348 valid responses out of 353 surveyed hotels to analyze the relationships between ESG dimensions and financial performance. Findings: The study reveals significant and complementary relationships among the environmental, social, and corporate governance dimensions of ESG in international hotels in China. Conclusion: Implementing ESG strategies positively influences the financial performance of international hotels in China. Research Limitations and Implications: Limitations include the focus on a specific region and the use of self-reported survey data. Future research should consider broader industry and geographical contexts as well as alternative data sources. Practical Implications: The findings emphasize the value of ESG practices for hotel managers in improving financial outcomes. Contribution to Literature: This study provides empirical evidence on the positive financial impact of ESG strategies in the hotel industry, specifically in the context of China, contributing to the existing literature on ESG and financial performance.