Managers In Hospitality Industry Research Articles

Words meet photos: How visual content impact rating

The fit information of multi-modal user-generated content has its unique value but is understudied. This study investigated how the fit between photos and text within a hotel review influences tourist rating behavior. Employing deep learning technologies and econometric analysis shows that the fit between photos and text has an inverted U-shape effect on tourists’ ratings using online hotel review data from Qunar.com. The dispersion of ratings and the number of reviews can weaken the above effect; this is due to the varying level of cognitive resources tourists possess. Endogeneity bias from text and photos is excluded by conducting the two-stage residual analysis. The information uncertainty reduction mechanism is tested between photo-text fit and ratings. This paper provides valuable insights for practitioners regarding user-generated content management in hospitality industry.

Humble Leadership, Psychological Capital, and Service Recovery Performance: Exploring the Moderating Mechanism of Mindfulness

ABSTRACT This research adopted self-determination theory (SDT) and employed a model to verify the antecedents of service recovery performance (SRP). Specifically, the effects of humble leadership and positive psychology on SRP were examined. A total of 197 valid questionnaire responses were received from newcomers of 11 hotels in Taiwan. The analysis results revealed that PsyCap fully mediated the relationship between humble leadership and SRP. According to the analysis of the moderated mediating effect, mindfulness moderated the relationship between humble leadership and PsyCap significantly. Based on SDT theory, this research has major contributions to research on organizational psychology. Mindfulness acts as a crucial moderating mediator in the relationship among humble leadership, PsyCap, and SRP in the hospitality industry. The findings of this research provide a critical reference to hospitality industry managers for promoting positive mental states in new employees to elevate their physical and psychological health and thereby enhance their SRP.

Predicting career success in the hospitality industry of Cyprus: a competency-based approach

ABSTRACT In today’s highly disruptive business environment, the development of a new set of specific key competencies is crucial for career and organizational success. Based on a survey study carried out within the context of the hospitality industry of Cyprus, this paper proposes a novel framework for competency development, grounded in the insights of hospitality industry professionals. The study addresses the gap in existing competency frameworks in light of recent technological advancements and sectoral restructuring. The proposed model encompasses six key core competency categories: communication, operational knowledge, cultural diversity, human resource management, leadership, and information technology; each integral to organizational performance and individual career success. The resulting framework offers invaluable guidance for educators, hospitality industry managers, and government institutions in designing effective educational programs, thereby equipping hospitality management graduates with the necessary competencies for a successful career in a turbulent digital globalized economic realm.

ChatGPT: It’s Here, Whether We Want It or Not!

This Managerial Perspective considers the use of ChatGPT by hotels as a tool for replying to their property’s online consumer-generated media postings. As readers would certainly know, ChatGPT is a free artificial intelligence software program designed to assist users with tasks requiring intelligence to perform. In this brief study, test participants were provided actual posted online TripAdvisor review comments along with the responses to these that had been posted by hotel management as well as a second response created by ChatGPT, with the request that the participant indicate which response was real and which was produced by the computer. A second request asked the participant to indicate which they felt was “better.” The results suggest that ChatGPT does a relatively effective job of mimicking authentic responses. These findings, and the discussion of relevant theory, will be useful for hospitality industry managers and academics as they consider the future use of artificial intelligence software for performing this important albeit often tedious task.

Challenges and importance of food safety management in hospitality industry

Challenges and importance of food safety management in hospitality industry

Fostering organisational citizenship behaviour in the Egyptian hospitality industry: the role of internal brand management and leadership styles

PurposeThis study explores the intricate interplay between internal brand management (IBM), leadership styles, and organisational citizenship behaviour (OCB) in the dynamic Egyptian hospitality industry. The purpose is to investigate these relationships, considering the regional nuances of Southern and Northern Egypt.Design/methodology/approachA comprehensive investigation was conducted to examine the influence of IBM on OCB and the varying effects of leadership styles in this context. The study also explores the moderating role of leadership styles in the IBM–OCB relationship. The research is based on meticulous data collection and rigorous analysis.FindingsThe results affirm the central role of IBM in enhancing OCB within the Egyptian hospitality sector, irrespective of the region. Additionally, transformational leadership consistently emerges as a potent catalyst for OCB, while the direct impact of transactional leadership remains inconclusive. Transformational leadership exerts a moderating influence, strengthening the positive relationship between IBM practices and OCB.Originality/valueThis research contributes novel insights to the field by examining IBM, leadership styles, and OCB in the unique context of the Egyptian hospitality industry. The findings provide valuable implications for hotel managers and practitioners to develop strategies for enhancing employee commitment, fostering OCB, and gaining a competitive advantage in this thriving sector. The study also underscores the importance of considering regional nuances and tailoring management practices to specific contextual characteristics within the hospitality industry. This research represents an essential contribution, highlighting the significance of aligning IBM, leadership styles, and OCB to promote organisational success in the Egyptian hospitality industry.Graphical

Influence of Change in Organisational Culture on Performance of Employees in Western Circuit Hotels-Kenya

Purpose: The goal of this study was to assess the influence of change in organization culture on performance of employees in western circuit hotels- Kenya. Methodology: To collect and analyze data for this study, correlation research design survey was used together with Lewin’s model and Contingency theories of change for theoretical framework. The target population of this study was 585 staff from different levels from which a sample of 116 was drawn. Stratified random sampling was used with level of staff forming basis of strata. Data instruments were tested for validity via exposure to experts and reliability by Cronbach’s Alpha test on pilot data from 12 respondents. Reliability results indicated all three scales reliable at .801, .777 and .825. Findings: In an aim to identify the influence of change in organization culture on performance of employees within hotels in western tourist circuit Kenya, Regression results showed that change in organization culture had positive influence on employee performance (β=.323) A statistical model accounted for 26.1% of variation in employee performance respectively Contribution to theory and practice: The newly acquired insights in this study will contribute to the literature on change in organization culture and its impact on performance of employees in hotels. In addition, the results could be of help to management and stakeholders in hospitality industry being a major employer in the country, students pursuing course in hospitality, improving employee performance, loyalty and attitude towards work to realize great overall performance. The study recommends that the organizations become vigilant on activities of culture change.

The Effect of Risk Management on the Financial Performances Among Hospitality and Tourism Companies in Malaysia

Purpose: This study explores the effect of risk management on the financial performance of Malaysian hospitality and tourism companies. Theoretical framework: The agency theory and extreme value theory (EVT) were applying in this study. Design/Methodology/Approach: The study population is the public listed companies in Bursa Malaysia. The unit of analysis of this study is the Travel, Leisure & Hospitality Companies listed in Bursa Malaysia. With the purposive sampling method, 29 companies were selected which are suitable for the objective of this study. The secondary data used in this study were derived from the audited financial statements and annual. Findings: The findings indicates that there is insignificant and negative relationship between the risk management and financial performances of Hospitality and tourism Industry in Malaysia and the significantly positive relationship between company size and financial performances of Hospitality and tourism Industry in Malaysia. Research, Practical & Social implications: This study will be beneficial for future researcher and entrepreneurs to have access to this study in order to gain a better understanding of how to take pre-actions before starting a business in order to ensure their success. Policy implications include ensuring that prudential guidelines and other regulations governing the company's operations regarding loan facilities are reviewed periodically to address evolving credit risk issues. Originality/Value: The study provides valuable insight on the effect of risk management on the financial performances among hospitality and tourism companies in Malaysia.

Management of Hospitality Industry: The Indian Perspective

Abstract: India is one of the most popular travel destinations worldwide, as a result of which the Indian tourism and hospitality industry has emerged as one of the most important growth engines of the service sector in India. The tourism industry in India has significant potential as tourism is an important source of foreign exchange in India as in many other countries. Foreign exchange earnings grew at a CAGR of 7% from 2016 to 2019, but declined in 2020 due to the COVID-19 pandemic. It is widely recognized that the tourism and hospitality sector, which includes tourism and hospitality services such as hotels and restaurants, is a driver of development, a catalyst for socio-economic growth and an important source of foreign exchange earnings for many countries. India's rich and exquisite history, culture and diversity are showcased through tourism while providing important economic benefits. Consistent action by the central and state governments has helped the tourism industry recover from the shock of the COVID-19 pandemic and operate at pre-pandemic levels.

Student’s Career Expectations in the Hospitality and Tourism Industry: An Examination of Student’s MACE (Motivation, Attitude, and Career Expectation) Model

ABSTRACT Although there is a growing understanding that college students need to develop a wide range of knowledge, skills, abilities, and personal resources for career success, it is necessary to address students’ major expectations in their future careers. The primary purpose of this study is to explore students’ career expectations by examining the relationship among critical factors: i.e., motivation, attitude, and work expectation. A sample of 529 responses was collected from students at a university in the Southwestern region of the USA. The results show that there are significant relationships between all factors. The findings of this study can help the hospitality industry and human resource managers to better understand their future employees.

The gap between expectations of hospitality graduates and hotel managers after the pandemic

The purpose of this study was to examine graduates’ expectations and assess their preparedness for a career in the hospitality industry by identifying how well curricula at various hospitality educational institutions are aligned with expectations of the hospitality industry. The study is based two kinds of data: quantitative data collected in an online survey involving48 third- and fourth-year university students; and qualitative from semi-structured interviews with five hospitality industry managers, each representing a different hotel group in South Africa. Each of these groups regularly accepts students for work-integrated learning (WIL). Hotel managers were asked to describe their expectations, especially following COVID-19, and to identifystrategies that could help to close the gap between expectations of graduates and those of the industry. This is important because unrealistic expectations can have a negative effect on students’ enthusiasm for a career in hospitality. Industry managers emphasised that students need to gain work experience before and during their studies to make sure their expectations were realistic. It is also necessary to adapt curricula so that graduates are better prepared for the realities of thehospital industry.

Perceived Effectiveness of Entrepreneurship Education on the Management of the Hospitality Industry in Benue State, Nigeria

The paper investigated the impact of entrepreneurship education on hospitality industry management in Benue State, Nigeria. To cicerone, the research, three study purposes, and three research questions were developed. The study's population consists of all 2000 registered restaurants and bars in Makurdi. The random sampling technique was used, and the sample size was 200 panelists plus restaurant and bar owners. The mean rating of respondents was calculated using a five-point Likert scale. Three experts logically validated the survey, yielding a reliability index of.871. The study yielded the following results: respondents believed that entrepreneurship education would increase creativity, competition, brainstorming, and innovation in hospitality management. Three recommendations were made, including teaching entrepreneurship education as a course in a tertiary institution and teaching entrepreneurship education to hospitality industry professionals.

Human resource risk challenges in the hotel industry

PurposeThis study aims to identify and classify potential hospitality industry human resource (HR) risks in the luxury hotel context.Design/methodology/approachData has been collected from five-star hotels in Antalya, one of the most popular tourism destinations in Turkey. The study conducted focus groups to examine how hotel managers and lower-level staff perceive such risks. Using these focus group discussions, the participants' perceptions of HR risks were explored and elicited.FindingsParticipating hotel managers' and employees' perceptions were utilized to build up an outline for examining the risks associated with human resources management (HRM) practices in hotels. The evaluation shows that HR risk types in luxury hotels vary highly and that each type of risk requires close examination.Practical implicationsRecognizing HR risks play a key role for hospitality industry leaders and managers in attaining their organizations' goals and objectives, offering a practical framework in identifying and governing their HR risks, allowing them to make better strategic choices regarding their HR risk management (RM) plans.Originality/valueThis study extends the hospitality literature by exploring new ways of identifying and classifying HRM risks in luxury hotels.

Work-leisure conflict and emotional labor in hospitality: a moderated-mediation model

ABSTRACT This study examined the relationship between work-leisure conflict and emotional labor and tested the moderated-mediation effect of the need for recovery under different levels of supervisor support. It was based on a sample of 529 Taiwan front-line hospitality employees. The results indicate that work-leisure conflict is positively related to surface acting but negatively related to deep acting. The impact of work-leisure conflict on surface acting and deep acting is mediated by the need for recovery. However, this mediating effect is moderated by supervisor support. The results suggest that front-line employees’ work-leisure conflict issues are relevant to, and should be supported by, hospitality industry managers. In practical terms, these findings have significant implications for promoting inclusive and sustainable employment and decent performance for all in hospitality industry.

What Safety and Security Measures Really Matter in the Post-COVID Recovery of the Hospitality Industry? An Analysis of the Visitor’s Intention to Return in Spain

In times of COVID-19, trust in safety and security measures in the hospitality industry has become a key variable for destination management and recovery; but what are the main measures that should be applied to ensure visitors’ confidence? This paper seeks to understand and identify the main tools proving efficient in ensuring the return of visitors. With this aim, the perception of tourists visiting the Region of Murcia (Spain) during 2021 is analyzed. Main results state that the adoption of anti-COVID measures by establishments positively influences user’s satisfaction and their intention to repeat. Moreover, disinfection and hygienic measures along with capacity restrictions are identified as the preferred measures. Visitors were also asked about how new technology measures recently developed by the industry could influence their intention to return. Results show that those aimed at monitoring air quality and cleaning and disinfection of spaces are crucial. These findings contribute relevant recommendations for the hospitality industry and destination managers in a post-COVID horizon.

The Impact of Technology Acceptance on the Effectiveness of the Electronic Customer Relationship Management in Hospitality and Tourism industry: The Mediating Role of Employees’ Satisfaction

The Impact of Technology Acceptance on the Effectiveness of the Electronic Customer Relationship Management in Hospitality and Tourism industry: The Mediating Role of Employees’ Satisfaction

Hospitality and Tourism Managers’ Perceptions of Sustainable Practices in Hospitality and Tourism during the Pandemic: Implications for Education

ABSTRACT This study explored hospitality and tourism industry managers’ perceptions of sustainability in the industry, education, and training during the coronavirus pandemic. It is based on in-depth interviews with 14 managers in the United States in the state of North Carolina. The context of the project was as a Scholarship of Teaching and Learning (SoTL) study, to help inform further educational endeavors. Five themes related to education and training emerged from the interviews. These included providing consistent definitions and concepts; focusing on evidence and practice, with opportunities to learn from others’ sustainability practices that have already being implemented; learning how to engage with the community in connection with sustainability; incorporating entrepreneurial concepts and practices; and understanding more about marketing and promotion as they relate to sustainability. Implications for education and training are provided.

Environment Friendly Practices Adopted in Hotels and their Impact on Customer Satisfaction: A Critical Review of the Literature and Research Implications for the Hospitality Industry

The purpose of the study is to investigate various environment-friendly practices implemented by the hospitality industry while assessing their impact on customer satisfaction. Thirty-one papers were downloaded with keywords such as “environment friendly,” "customer satisfaction," "customer loyalty," and "sustainability" from various online research databases like Google Scholar, Science Direct, ResearchGate, and Emerald Insights from 2000 to 2020. These papers were critically analysed in terms of the different variables associated with the environmentally friendly measures used in hotels. The study will assist hospitality industry managers in developing appropriate marketing strategies that include green measures in order to achieve guest retention, which will result in increased profits and goodwill for the hotels. In addition, the study sheds light on different variables such as demographics, willingness to pay, and visit intention in relation to green practices and guest satisfaction. The findings reveal that the environment-friendly green initiatives adopted in hotels have a positive effect on customer satisfaction. Moreover, the study emphasises how green practices play a key role in achieving customer loyalty through the mediating effect of customer satisfaction. A model of the positive effects of hotel employee training on environment-friendly practices has also been proposed. The willingness to pay for the environment-friendly initiatives reflect a rather contradictory result since a majority of the guests expect hotels to bear the cost of the green initiatives implemented.

Employee perceptions of diversity management in the hospitality industry

PurposeDiversity management is of great importance in the hospitality industry, resulting in a host of constructive consequences if managed effectively. However, there is a deficiency of investigation surrounding the outcomes of diversity management on the employees' attitudes and behavior in the hospitality industry. This research sought to investigate the influence of diversity management on workers' performance and conduct in the hospitality industry.Design/methodology/approachThis quantitative study used survey data from 565 hospitality industry employees. Structural equation modeling was used to test the relationships from the research model.FindingsThis study identified a relationship between diversity management and positive workforce-related outcomes, including job performance, service innovation behavior and employee engagement in the hospitality industry.Research limitations/implicationsThe findings of this study will push the confines of diversity management scholarship and initiate new paths of academic inquiry. Hospitality industry managers can also identify the benefits of effective diversity management as a consequence of this study.Originality/valueThis research contributes to the growing literature on diversity management as an essential aspect of human resources management in promoting positive employee attitudes and behaviors.

Learn from the past and prepare for the future: A critical assessment of crisis management research in hospitality

Given the substantial impact of crisis on the hospitality industry, crisis and crisis management have drawn attention from scholars. While each study makes a significant contribution to the existing knowledge of crisis management in hospitality, the fragmented perspective of each study makes it difficult to identify the key findings and unsolved problems. This paper presents a synthesis and critical assessment of state-of-the-art crisis management research in hospitality. It categorizes articles based on a three-stage framework covering pre-crisis planning, mid-crisis management, and post-crisis recovery. Two main perspectives in the literature are identified: one from hospitality service providers and one from stakeholders. Core research topics and concepts in each stage and perspective are reviewed. In addition, this paper proposes four major directions for future research: crisis management from stakeholders’ perspectives, integrative research, causal and behavioral research, and theoretical enhancement. It discusses the theoretical and practical implications of this study.