International Tourist Hotels In Taiwan Research Articles

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.

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.

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.

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.

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.

Triggering Creative Self‐Efficacy to Increase Employee Innovation Behavior in the Hospitality Workplace

This study investigated how creative personality, psychological empowerment, and job stress affect creative self‐efficacy and innovative behavior in hospitality employees. A hypothesized moderating role of knowledge‐sharing role in the relationship between creative self‐efficacy and innovative behavior was also tested. Three hundred and thirty‐nine employees and 89 supervisors employed by International Tourist Hotels in Taiwan participated in the study. A structural equation modeling analysis indicated that creative self‐efficacy significantly mediates the effects of creative personality and psychological empowerment on innovative behavior in the hospitality industry. The positive effect of creative self‐efficacy on innovative behavior was larger in high knowledge‐sharing work environments than in low knowledge‐sharing work environments. Theoretical and practical implications are further discussed.

A study on the modular dinnerware mode in the banquet division of international tourist hotels in Taiwan

Purpose- This study aims to explore the effect of innovative modular dinnerware standard operation procedure (SOP) on the efficiency of the banquet division of international tourist hotels in Taiwan by improving the traditional practice and applying the im-proved procedure to Chinese wedding banquet. From the perspective of banquet divisions, this study designed a thorough procedure that helps hotels control service quality, cut lead times, and reduce waste. Methodology- These objectives were effectively achieved through technology management. The experiment was carried out in one of the rooms of the KK International Tourist Hotel.t Findings- The results showed that innova-tive SOP can effectively promote the efficiency of the banquet division by over 18%. In addition, the researchers also conducted interviews with directors and service personnel of the department. The interviewees all agreed that if there were enough space and dinnerware, the innovative modular dinnerware SOP could actually im-prove work efficiency. Because of the improved procedure, service personnel did not need to stay late to set the reserved tables. Conclusion- Thus, this study suggests that the banquet division of other international tourist hotels can refer to this innovative mode.

The attitudinal and behavioral impact of brand-centered human resource management

PurposeThe purpose of this paper is to investigate the effects of brand-centered human resource management (HRM) on employees’ person–brand fit, brand commitment (BC) and brand citizenship behavior (BCB). In addition, the paper tests effects of BCB on customer satisfaction and citizenship behavior.Design/methodology/approachData were collected from managers, front-line employees and customers of 22 international tourist hotels in Taiwan. Hierarchical linear modeling was used to investigate relationships between variables.FindingsMultilevel results reveal positive connections between brand-centered HRM and BCB, mediated by person–brand fit and BC. Positive relationships were also found between BC and BCB, person–brand fit and BCB; BCB and customer satisfaction; and between customer satisfaction and customer citizenship behavior.Research limitations/implicationsWhen employees’ personal values are consistent with brand values, employees will feel a closer connection to the brand and be more willing to dedicate themselves to brand-related activity. The model developed here can be tested in different cultures to ascertain the generalizability of the findings to Western contexts.Practical implicationsSupport is provided for the positive effects of brand-centered HRM when employees internalize brand values as their own personal values. Hotel managers should ensure that employees are highly committed to the brand values and willing to deliver services to customers accordingly.Originality/valueThe paper provides measurement developments for person–brand fit and BC and deeper understanding of how brand-centered HRM can lead to positive changes in customer behavior.

Two social exchanges and service personnel’s internal service behavioural intention at international tourism hotels

AbstractHospitality is a service industry in which team cooperation and assistance among the co-workers is necessary. Scholars have found that salary or benefits by themselves are not sufficient to motivate employees’ internal service intention and attitude. The norm of reciprocity in which the individuals’ intention results in active behaviour that is driven by the desire to obtain rewards has rarely been applied in the field of hotel internal service. In this study, we used the theory of planned behaviour (TPB) to investigate the effects of leader-member exchange (LMX) and co-worker exchange on internal service behavioural intention and its causes, that is, attitude, subjective norms, and perceived behavioural control. In this study, we chose frontline professional service personnel from 30 international tourist hotels in Taiwan as research subjects and collected 684 valid questionnaires for statistical analysis. The results showed that LMX and co-worker exchange significantly affected the internal service behavioural intention and were significantly correlated with the causes of internal service behaviour intention, that is, attitude, subjective norms, and perceived behavioural control. The results of this study should provide practical and theoretical assistance guidance for the rapidly growing domestic hospitality industry, in terms of increasing service competitiveness and facilitating the strategic planning of human resource management.

Supervisory support climate and service-oriented organizational citizenship behavior in hospitality

PurposeThis paper aims to examine the effect of a supervisory support climate on frontline employees’ service-oriented organizational citizenship behavior (OCB) using a multilevel conceptual model. A positive group affective tone – a meaningful construct – is introduced to investigate the mediating and moderating roles in this relationship in the context of hospitality.Design/methodology/approachData were collected from 41 international tourist hotels in Taiwan. A total of 476 valid questionnaires from frontline employees were received for data analysis. The results were analyzed by using hierarchical linear modeling (HLM).FindingsThese results not only indicate that a supervisory support climate has a positive effect on service-oriented OCB but also reveal that a positive group affective tone partially mediates and notably interacts with the relationship between the supervisory support climate and service-oriented OCB.Practical implicationsBased on the results, this study recommends that hotels train their managers to build a supervisory support climate, because this is the key source of service-oriented OCB in frontline employees. In addition, hotel managers need to exert a positive group affective tone to reinforce the effect of a supervisory support climate on service-oriented OCB.Originality/valueThis study contributes to the current hospitality literature by verifying the effect of a supervisory support climate on service-oriented OCB from a multilevel perspective. It also extends the understanding of the mechanism and interaction effect of the positive group affective tone in this multilevel relationship.

Facilitating the chain of market orientation to value co-creation: The mediating role of e-marketing adoption

Abstract Although the direct link between market orientation (MO) and firm value has been considered, few studies have examined the benefits of MO on co-creation of value. Therefore, a new perspective for determining how MO can facilitate the link between co-creation and customers and sellers is presented. Specifically, this study examines a chain of MO to value co-creation, and describes how to adopt e-marketing systems to facilitate this chain. The results of a survey of 166 international tourist hotels in Taiwan confirmed that the seller's integrated MO is critical to their adoption of e-marketing systems, which consequently facilitates the co-creation of value for sellers and their customers. The findings also show that both legal contracts and trust between partners are crucial governance mechanisms that facilitate the relationship between e-marketing adoption and value co-creation. Adopting e-marketing systems provides practical insights into business opportunities for destination marketers.

Operating Efficiency of International Tourist Hotels in Taiwan by Taking Into Account Congestion

ABSTRACTThis study measures the congestion efficiency of 69 international tourist hotels (ITHs) in Taiwan between 1998 and 2009. Out of 69 ITHs, 62 faced a congestion situation and the number of guest rooms and total floor spaces of the catering divisions are the main congesting factors. The distance to a mass rapid transit station, pick-up service, and established years have significantly negative effects on congestion efficiency of ITHs, while the distance to nearest airport has a significantly positive impact on efficiency. American and Japanese tourists, independent ownership, and rural location significantly help improve an ITH’s efficiency.

An environment-adjusted dynamic efficiency analysis of international tourist hotels in Taiwan

The paper is the first study to combine four-stage approach and dynamic data envelopment analysis (DEA) to investigate the efficiencies of 45 international tourist hotels in Taiwan during 2002–2011. Using the four-stage approach of Fried et al. [1999. Incorporating the operating environment into a nonparametric measure of technical efficiency. Journal of Productivity Analysis, 12(3), 249–267] and the dynamic DEA model by Tone and Tsutsui [2010. Dynamic DEA: A slacks-based measure approach. Omega, 38(3), 145–156], the study considers the effects of the external operating environments and carry-over activities between two consecutive terms, and calculates managerial efficiency of international tourism hotels in Taiwan. The empirical results show that dynamic DEA provides more stable pure managerial efficiencies than traditional DEA, reflecting the continuity of the links between terms. Then the study employs Tobit regression to estimate the effects of location, management style, and occupancy rate on input slacks. The location in resort area leads to less slacks of employee and room. The chain system helps reduce slacks in room and area of meal department. The slack of employee and room gets lower while occupancy rate gets higher. After controlling the three external environment variables, the efficiency scores of 28 hotels increase, 9 hotels fall, and other 8 hotels still sustain on the efficient frontier.

Does leader-member exchange enhance performance in the hospitality industry?

PurposeThis paper aims to integrate leader–member exchange (LMX), creativity and performance research and to develop a model to investigate the relationships among LMX, task motivation, creativity and performance in the hospitality industry.Design/methodology/approachStructural equation modeling (SEM) with bootstrap estimation was conducted with a sample of 312 leader–employee dyadic data from international tourist hotels in Taiwan.FindingsThe results revealed that LMX positively affected performance and creativity. Most important of all, task motivation was found to mediate the relationship between LMX and creativity, while both task motivation and creativity were found to mediate the relationship between LMX and performance.Research limitations/implicationsWith efforts to combine research variables into a unified theoretical model, this study is the first in the field of hospitality research which explores the two-path mediating effects of these relationships in an integrated SEM framework. More specifically, this study provides a synthesized perspective with bootstrap analyses to broaden hotel research with regard to LMX and examine its influences on employees’ creativity and performance.Practical implicationsThe results of this study suggest that human resource departments in hotel companies should provide training programs for supervisors and employees to enhance their reciprocal relationships, and establish reward mechanisms to encourage the development of more creative services at work.Originality/valueThis study added to the literature with its use of a non-Western sample, and extended the prior research in the context of the hospitality industry. Overall, the conclusions provide empirical evidence in an integrated model that task motivation can strengthen the influence of LMX on creativity and can also nourish the influence of creativity on employee performance.

Exploring the market concentration and the market dominance of international tourist hotels in Taiwan

This study primarily analyzed the market concentration and market dominance of international tourist hotels in Taiwan. The results are presented as follows: (a) Northern Taiwan was classified as a lowly concentrated market, which is similar to the fragmented industry described in Michael Porter’s Five Forces of Competitive Position theory, in which firms are extremely competent and no individual firm can become the major player in the industry. (b) Central and Eastern Taiwan were classified using the four-firm concentration ratio (CR4) as having an industrial structure of highly concentrated markets. (c) CR4 was employed to measure the industrial structure of Southern Taiwan, and a moderately concentrated market was obtained. The second part of this study involved analyzing the market dominance of leading firms. Only when the industrial structures were categorized as highly concentrated markets by using CR4 for measurements and when the firms that held the largest and second largest market shares formed strategic alliances, can the leading firms demonstrate market dominance, and their operation performance can be enhanced by employing marketing strategies.

The relationship between HRM practices and the service performance of student interns: Industry perspective

This study aims to examine the relationship between human resource management (HRM) practices and the service performance of student interns. Data were collected using a questionnaire survey that was designed to capture the perceptions of human resource managers and internship supervisors from international tourist hotels in Taiwan. The structural equation model (SEM) was used as a framework for the data analysis. The findings indicate that the service performance of student interns was greatly affected by HRM practices, including recruitment and selection, rewarding quality, and retention. The implications of this study offer preliminary insights into the industry-academia co-operation that aims to manage total quality initiatives in the hotel industry and achieve the goals of hospitality higher education. The study lays the groundwork for the development of HRM practices for student interns to cope with the changing flexible labour structure in the hotel industry.

How does demand uncertainty affect food and beverage capacity in the hotel industry?

This study investigates the effect of demand uncertainty on hotels’ food and beverage (F&B) capacity using the operation data of international tourist hotels in Taiwan. The empirical results of this study show that demand uncertainty leads to an increase in F&B capacity. Moreover, the magnitude of this effect increasingly strengthens for hotels with larger F&B scales. Our results together with other studies on room capacity collectively indicate that hotels’ overcapacity problem resulting from demand uncertainty considerably varies with hotel scales and between different hotel sectors.

Effect of internal branding on employee brand commitment and behavior in hospitality

The purpose of this study was to explore the implementation of internal branding in international tourist hotels and to investigate the impact of internal branding and employee brand commitment on employee brand behavior. Based on the results of 661 questionnaires returned from a sample of international tourist hotels in Taiwan, internal branding and employee brand commitment have a significant effect on employee brand behavior. Moreover, internal branding and employee brand commitment and behavior differ significantly according to personal variables such as age and work experience, and in different categories of tourist hotels. The results of this study imply that hoteliers could shape employee attitudes and behavior through internal branding, and it is therefore recommended that internal branding be added to corporate education and training. In the extant literature on the hospitality industry, the effect of internal branding on organizational performance and effectiveness is unclear; the present study contributes to academic research in clarifying this link.

Productivity Growth of Taiwanese International Tourist Hotels in a Metafrontier Framework

Due to the vigorous development of the tourism industry in Taiwan, the number of international tourist hotels has been on an upward trend. To survive in an increasingly competitive environment, it is important to seek out improvement in performance. This study measures the performance of fifty-four international tourist hotels in Taiwan from 2008 to 2011 by using the metafrontier Malmquist productivity index. This index satisfies the requirement of circularity, is immune to linear programming infeasibility, overcomes the problem of base period dependency, and considers the heterogeneity among hotels. To investigate sources of productivity change, this index can be further decomposed into within-group efficiency change, within-group technical change, and technical leadership change. The empirical results indicate that the use of different technologies by hotels affects the productivity change. Both within-group efficiency and technical changes are the main factors of productivity change. Chain hotels are technology leaders, and independent hotels are followers. By identifying each competitor’s productivity change, operators can refer to appropriate best-practice hotels to improve their operations.