International Tourist Hotels Research Articles

Rooms versus F&B: How changes in operations contribute to hotel productivity

This study investigates how different operational responses impact hotel productivity change, specifically investigating the importance of F&B operations in comparison to room operations and applying the case of the Taiwanese hotel industry, conducting 93 international tourist hotels from April 2012 to March 2021. Using regression discontinuity design analysis, first, the study finds a significant causal impact of COVID-19 travel restrictions on hotel operations. Second, using the control function methods, findings show that F&B operation is a more efficient strategy compared to rooms to recover hotel productivity from crises. This research provides insights into how hotels can reallocate their operational resources in response to crises and offers an alternative measure of productivity for the hotel industry.

A COMPARATIVE STUDY OF HOTELS OF THE JET AGE IN PAKISTAN AND INDIA: THE INTERCONTINENTAL IN KARACHI AND THE OBEROI INTERCONTINENTAL IN NEW DELHI

This paper focuses on the architecture, interior design, and promotion of new United States-financed international business and tourist hotels of the 1960s in Karachi and New Delhi, analysing these as transcultural spaces of modernity during the early jet age. In part, these and many other US-financed hotels in locations relatively close to the Soviet sphere of influence in Asia, North Africa and Europe were political symbols, promoting the the American way of life, but they were also symbolic of the aspirations of mainly post-colonial nations to project images of progress and national development. The research builds upon other recent scholarship on the manifestations and experiences of modernism in architecture, planning and travel in the Indian Subcontinent in the post-Second World War era and how modern architecture and post-colonial political framework went hand in hand with each other. Keywords: Post Colonial Architecture, Nationalism, Modern Architecture, Hotels, Subcontinent

Examination of Operational Strategy of International Tourist Hotels

To gain a competitive edge in the dynamic landscape of the global tourist hotel industry, strategic development is important. Thus, we scrutinized the strategic management plans to diversify hotel business models, focusing on the role of Chief Executive Officers (CEOs). We conducted qualitative research with a snowball sampling method and interviewed ten experienced CEOs who were engaged in the industry. All interviewees possessed a minimum of 14 years of expertise and experienced a minimum of two types of business models. They experienced the industry as entry-level employees and various tasks such as room or food and beverage (F&B) management. Four used to work for six hotels and four for globally franchised hotels. The research result revealed that CEOs must have self-learning and a proclivity to undertake challenges in diverse regions and distinct systems. Moreover, CEOs need to align their operational strategies with the eight indices specified by the Tourism Bureau. The business model of the global hotel franchise is attributed to its cost-effectiveness, profitability, and autonomous decision-making capabilities. The management team with industry expertise is advantageous for the hotel. Eight operational strategies were proposed to mitigate potential damages arising from external factors. Franchise hotels exhibited commendable accommodation rates and profitability compared to their independent counterparts. To alleviate interdepartmental conflicts, well-organized supporting systems must be implemented.

Do Social Exchange Relationships Influence Total-Quality-Management Involvement? Evidence from Frontline Employees of International Hotels.

This study delves into the assessment of the quality of social exchange relationships in the workplace, specifically focusing on leader-member exchange (LMX) and team-member exchange (TMX), to forecast employee Total Quality Management (TQM) involvement within the hospitality industry. Employing Structural Equation Modeling (SEM), the study evaluates multiple hypotheses, utilizing data collected from 811 frontline employees in international tourist hotels located in Taiwan. The findings demonstrate that both LMX and TMX exhibit direct positive influences on employee TQM involvement. Moreover, through mediated path analyses, it is evident that both LMX and TMX exert indirect positive impacts on employee TQM involvement, by means of self-efficacy and job satisfaction. These results elucidate a clear causal chain mechanism underlying the behavior of employee TQM involvement within such social relationships. The study's revelations carry significant implications for the hospitality industry, shedding light on the nuanced dynamics of these social relationships and their impact on employee behavior concerning TQM involvement. The discussions encompassing the implications of these findings in the realm of hospitality are thoroughly explored and detailed.

How to Reduce Hotel Employees’ Workplace Deviant Behavior? The Roles of Paternalistic Leadership and Regulatory Foci

This study investigated the impact of paternalistic leadership on workplace deviant behavior among employees in five-star international tourist hotels in six municipalities under the Central Government of Taiwan. In addition, it examined whether employees’ regulatory foci mediate this relationship. The data were collected through purposive sampling, targeting individuals knowledgeable about deviant behaviors. A total of 600 questionnaires (one supervisor per 10 employees) were distributed, resulting in 374 valid matched responses (374 employees and 52 supervisors), with a valid response rate of 62.33%. The findings indicate that paternalistic leadership significantly reduces workplace deviant behavior in employees. Furthermore, regulatory foci were found to partially mediate the relationship between paternalistic leadership and workplace deviant behavior. The article concludes with management implications and research recommendations.

Preparing for a future crisis: using DEA-based performance analysis to assess initial pandemic responses in the Taiwanese hotel industry

PurposeTaiwan’s hotel industry was adversely impacted by the COVID-19 pandemic. This study aims to examine the effect of strategic choices by Taiwanese international tourist hotels before and during the pandemic environments.Design/methodology/approachA data envelopment analysis (DEA)-based Malmquist methodology is used in this study to provide a mechanism to assess Taiwanese hotel strategy performance. Changes in the productivity and performance of Taiwanese international tourist hotels were analyzed in the periods before and during the pandemic to uncover insights useful should a similar crisis occur in the future. Panel data were obtained from the annual report of international tourist hotels published by the Taiwan Tourism Bureau from 2017–2020. Two groups of hotels were analyzed in this study: city hotels and scenic hotels.FindingsThe findings of this study reveal that chain hotels tended to perform better than independent hotels in both city and scenic areas during the global pandemic. Specifically, the crisis caused a substantial decline in productivity and profitability for international tourist hotels in Taipei City during the COVID-19 period. Compared to city hotels, findings also indicate that most international tourist hotels in scenic areas were able to maintain better productivity, including larger-sized scenic hotels.Originality/valueThe DEA-based analysis provides unique and valuable insights for hotel firm leaders on how to better identify and make strategic choices when responding to future crises.

Exploring the Mechanisms Linking Transformational Leadership, Perceived Organizational Support, Creativity, and Performance in Hospitality: The Mediating Role of Affective Organizational Commitment.

Integrating leadership and creativity theories, this study proposed and examined a model linking transformational leadership, perceived organizational support, affective organizational commitment, creativity, and performance. Structural equation modeling was thus performed using 362 employee–supervisor dyads from the international tourist hotels in Taiwan. The results indicated that both transformational leadership and perceived organizational support were significantly and positively related to employee affective organizational commitment, creativity, and performance, while affective organizational commitment had significantly positive influences on creativity and performance. Support was also found for the significant and positive mediating relationships between affective organizational commitment and the influences of both transformational leadership and perceived organizational support on creativity and performance. The theoretical and practical implications of these findings for hospitality are also discussed.

Information asymmetry evaluation in hotel E-commerce market: Dynamics and pricing strategy under pandemic

Information asymmetry in different service products is lacking research. Tourism e-commerce as a dynamic financial market driven by advanced information technology deepens the concern for asymmetry brought to hotel consumers. COVID-19 provides a natural intervention on market asymmetry in the hotel price information, which effects are worth evaluating. This study therefore evaluates the degree of information asymmetry in terms of the lodging price of international tourist hotels (ITHs). Through applying the concept of stochastic frontier approach (SFA), this study estimates the degree of information asymmetry and the inefficiencies. The estimation results indicate that the hotel location, traveler type, operation type may cause different information asymmetry. By comparing with the asymmetry before the pandemic, it is found that the asymmetry in lodging price information decreased since the outbreak of the COVID-19 pandemic. Among the six regions studied, the mean range of information equity degree increased from the original 0.634-0.832 to 0.7633-0.866. It indicates that the outbreak of COVID-19 changed the structure of the consumer groups in hotel operations and then affect the hotelier's pricing strategy.

Developing an Economy-Hotel Service Quality Scale in a Non-smoking Environment

Objectives: Sustainability of the non-smoking environments remain a challenge, as the effect declines over time due to inadequate regulations and incomplete law enforcement. The hotel industry is even more obliged to promote non-smoking environment policies. Numerous studies have explored the dimensions of hotel service quality; however, most of them have been conducted for international tourist hotels. Studies on the service quality of economy-hotel are scarce. The present study developed a reliable and valid scale for measuring service quality for business travelers. The components of the economy-hotel service quality (EHSQ) scale were reconstructed according to theoretical definitions and a literature review, in which the variables representing EHSQ characteristics were adopted. This study administered a survey among hotel business travelers to ensure the validity of this scale, which yielded 472 valid responses. Following factor analysis, item-to-response, and correlation analysis, 5 dimensions with 24 items were extracted, namely reliability, facility, empathy, pleasantness, and rooms and dining. In conclusion, this developed scale is a valid service quality measurement in the economy-hotel industry. Finally, economy-hotels are very competitive in providing better service quality and a non-smoking environment.

Customer mistreatment and employee customer-focused voice: the bright and dark sides of felt trust

PurposeThis study aims to assess a moderated-mediation model to account for the relationship between customer mistreatment and frontline hotel employees’ customer-focused voice, where their organization-based self-esteem (OBSE) served as a mediator and their felt trust (reliance and disclosure) by supervisors served as a moderator.Design/methodology/approachThe data were collected through paper-based questionnaires in a cross-sectional survey, consisting of 319 valid supervisor-employee-paired responses from 33 international tourist hotels in Taiwan. Regression analyses were used for hypothesis testing.FindingsOBSE mediates the negative effect of customer mistreatment on customer-focused voice. Employee felt reliance intensifies the negative impact of customer mistreatment on OBSE, and this interaction effect, in turn, reduces customer-focused voice through OBSE. The employee felt disclosure marginally significantly buffers the effect of customer mistreatment on OBSE.Practical implicationsGiven the adverse effect of customer mistreatment on customer-focused voice through OBSE, hotels should strengthen employees’ service mindset and value their suggestions. The double-edged effects of felt trust suggest that managers should form a trusting relationship with their subordinates and reassure them that isolated incidents of customer mistreatment will not jeopardize their reputation.Originality/valueThis study integrated sociometer and self-consistency theories to examine OBSE as a psychological mechanism to explain the mistreatment-voice process. Besides assessing felt trust’s two-dimensional effects, this research is possibly the first attempt to examine felt trust as an enabling force or a threat to OBSE in the context of customer mistreatment.

Work engagement and job burnout? Roles of regulatory foci, supervisors’ organizational embodiment and psychological ownership

The study explores the impact of promotion focus/prevention focus on the work engagement/job burnout of international tourist hotel employees, and in the meantime compare the influence of promotion focus and prevention focus. Moreover, the study explores as well whether supervisors’ organizational embodiment and psychological ownership serves as moderators in the relationship between promotion focus/prevention focus and work engagement/job burnout of international tourist hotel employees. Based on an analysis of 716 employees of international tourist hotel, this study found promotion focus and prevention focus were positively related to work engagement and job burnout; promotion focus and prevention focus were negatively related to work engagement and job burnout. Moreover, prevention focus accounted for more variance in work engagement and job burnout than did that of promotion focus. Psychological ownership moderates the relationship between regulatory foci and work engagement. Psychological ownership also moderates the relationship between regulatory foci and job burnout.

Exploring hotel employees’ regulatory foci and voice behavior: the moderating role of leader-member exchange

PurposeDrawing on leader-member exchange theory and regulatory focus theory, the purpose of this study is to explore the effects of hotel employees’ regulatory foci on their voice behavior and the moderating role of leader-member exchange.Design/methodology/approachThe questionnaire includes demographics, regulatory foci, leader-member exchange and voice behavior sections. The data was collected via a survey of 10 international tourist hotels in Taiwan and 479 valid questionnaires were completed. Confirmatory factor analysis and path analysis were used to test the composite reliability, discriminant validity and convergent validity. Multiple regression analysis was used to test the hypotheses.FindingsThe outcome of this study indicates that both promotion focus and prevention focus can benefit employees’ voice behavior; however, prevention-focused employees have more positive voice behavior than promotion-focused employees. In addition, the leader-member exchange can moderate the relationship between regulatory foci and voice behavior.Originality/valueThis is an empirical study in the hotel field to examine the moderating effects of leader-member exchange on the relationships between regulatory foci and voice behavior. This research is contributed toward human resource management literature in the hospitality and tourism domain. Practices for managers and suggestions for future research are discussed.

Work engagement or job burnout? Psychological ownership amongst the employees of international tourist hotels

Purpose The purpose of this study is to explore the impact of psychological ownership on work engagement and job burnout within international tourist hotel employees, and simultaneously examine the moderating role of regulatory foci. Design/methodology/approach This research collected questionnaire samples from the employees of international tourist hotels in the cities of Taiwan (Taipei, Taichung and Kaohsiung) and China (Xiamen and Quanzhou). Purposive sampling was adopted. In total, 300 questionnaires were distributed to each hotel, and the total number of questionnaires finally distributed reached 1,500. Findings This research applies social identity theory and regulatory theory to develop a new research framework with the sample of the employees in the five-star international tourism hotel. This study found that psychological ownership has a significant and positive effect on work engagement and has a negative effect on job burnout. In addition, regulatory foci moderate the relationship between psychological ownership and work engagement as well as the relationship between psychological ownership and job burnout respectively. These analytic results fill the research gap within the literature in relation to the moderating effects of a regulatory focus on psychological ownership’s relationships to work engagement and job burnout. Originality/value This study explains how employees with high psychological ownership will develop higher work engagement and lower job burnout. In addition, this research also includes regulatory foci as a situational variable to examine the moderating relationship with psychological ownership, work engagement, and job burnout.

The ‘if-then’ rules matter more? The roles of regulatory focus and leader–member exchange

This study aimed to explore the impact of regulatory focus on employees’ effort behavior and social loafing in the context of international tourist hotels. The moderating effect of leader–member exchange on this causal relationship was also examined. Data were analyzed using a regression model of 708 valid responses obtained from frontline employees working in five-star international hotels. The results reveal that regulatory focus is positively related to effort behavior and partially supports social loafing. Leader–member exchange moderates the relationship between promotion focus and effort behavior as well as between prevention focus and effort behavior. These findings provide managerial implications for hotel managers in regard to predicting positive work behavior and minimizing negative behavior in the workplace.

The influence of aesthetic labor burden on work engagement in the hospitality industry: The moderating roles of employee attributes

Front-line employees in the hospitality industry are required to perform aesthetic labor which might lead to stress and make employees feel burdened. This study investigates the moderating role of employee attributes on the effect of aesthetic labor burden on work engagement. Using a sample of front-line employees from international tourist hotels in Taiwan, the results show that aesthetic labor burden has a negative influence on work engagement, and the employee attributes of physical attractiveness, displayed positive emotion, and helpfulness have positive influences on work engagement. In addition, physical attractiveness only plays a moderating role. Implications and suggestions are then discussed.

Factors of Social Exchange Relationships for TQM Involvement of Employees in Hotels

This study examines how the quality of social exchange relationships at work with a leader (leader-member exchange; LMX) and team members (team-member exchange; TMX) can predict employee TQM involvement in the context of hospitality. Using Structural Equation Modeling (SEM), various hypotheses are tested using data gathered from 811 frontline employees of international tourist hotels in Taiwan. The results reveal that both LMX and TMX have direct positive effects on employee TQM involvement. Further, mediated path analyses show that both LMX and TMX have indirect positive effects on employee TQM involvement via self-efficacy and job satisfaction, and these results provide a clear understanding of the causal chain mechanism about employee TQM involvement behavior operating in such social relationships. The implications of these findings in hospitality are also discussed.

Emotional Labor and Service Sabotage in the Hospitality Industry: The Mediating Role of Emotional Exhaustion

Emotional Labor and Service Sabotage in the Hospitality Industry: The Mediating Role of Emotional Exhaustion Mei-Ying Lai, Lou-Hon Sun, Hei-Lin Chu Abstract This study explored the relationships among two emotional labor types (surface acting and deep acting), emotional exhaustion, and service sabotage, and examined the mediating effect of emotional exhaustion on the emotional labor–service sabotage relationship. The proposed study model was tested using data collected from 323 frontline employees in 10 international tourist hotel restaurants in Taiwan. Structural equation modeling was used to examine our hypotheses. The empirical results indicate that (i) surface and deep acting has significant positive and negative influences on emotional exhaustion, respectively; (ii) emotional exhaustion has a positive and significant relationship with service sabotage; and (iii) emotional exhaustion has a complete mediating effect on the surface acting–service sabotage relationship but a partial mediating effect on the deep acting–service sabotage relationship. Full Text: PDF DOI: 10.15640/jthm.v8n1a13

A multilevel study of brand-specific transformational leadership: employee and customer effects

In this study, we examine the effects of brand-specific transformational leadership (TFL) on the brand-related attitudes and behaviors of employees and customers. We test relationships between brand-specific TFL and employees’ brand commitment and brand citizenship behavior and then the resulting effects on customer citizenship behavior and customer-based brand equity. Data from 18 international tourist hotels in Taiwan, including 136 supervisors, 268 employees and 221 customers, were analyzed using hierarchical linear modeling to investigate the multilevel relationships. Support is found for all hypotheses. The findings advance understanding of brand-specific TFL and the effects this leadership style can have on the brand-related attitudes and behaviors of both employees and customers.

Evaluating the Performances of Taiwan’s International Tourist Hotels: Applying the Directional Distance Function and Meta-Frontier Approach

This study employs the directional distance function in the meta-frontier model by expanding outputs, contracting inputs, and fastening quasi-fixed inputs simultaneously on a dataset of 170 observations obtained from the annual reports of international tourist hotels. Empirical results show that the meta-efficiency and technology gap (TG) of foreign-owned hotels are better than those of domestic hotels. In addition, employees of foreign-owned hotels are more productive than those of domestic hotels. The findings imply that Taiwan’s tourist hotels should structure a plan to augment their operating scales.

Managing emotional labor for service quality: A cross-level analysis among hotel employees

• This study brings together the cross-level concepts of emotional labor and service quality on the basis of JD-R theory. • Drawing upon a sample of data on 863 subordinate-supervisor dyads in 92 service teams at 46 international tourist hotels. • The positive effect of deep acting on service quality was significantly higher for the moderating effect of POS. • The negative effect of surface acting on service quality was significantly higher for the moderating effect of abusive supervision. This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement and eventually leads to a high level of service quality. Conversely, emotional surface acting is positively related to work burnout and ultimately causes a low level of service quality. In addition, this study found cross-level interactions between perceived organizational support (POS) and abusive supervision on the relationships among emotional labor, engagement, burnout, and service quality. The positive effects of deep acting on work engagement and service quality were found to be significantly higher for the moderating effects of POS. However, the negative effects of surface acting on work burnout and service quality were found to be significantly higher for the moderating effects of abusive supervision. Finally, the theoretical and practical implications of this study for the hospitality industry are also discussed.