Stakeholder Relationships Research Articles

Does aural accounting improve the stakeholder relationship capability?

PurposeThe aim of this study is to examine the effect of aural accounting (AA) on companies’ stakeholder relationship capability in the Iranian capital market.Design/methodology/approachIn terms of methodology, this study adopts a mixed approach based on both inductive and deductive foundations. The goal is to develop a comprehensive theoretical framework regarding the feasibility and practical implementation of AA and to assess its impact on the ability to interact with stakeholders. In this research, the components of AA were identified through a meta-synthesis process. Subsequently, data on these variables were collected using a researcher-made questionnaire. Additionally, a standard questionnaire was used to measure the stakeholders' interaction capability. The study used partial least squares structural equation modeling for hypothesis testing. A total of 412 participants, consisting of financial managers and heads of accounting departments of capital market companies, were involved in hypothesis testing.FindingsThe results of this study indicate that AA has a significant and positive impact on companies’ stakeholder relationship capabilities. In other words, AA establishes a bidirectional flow of information, enabling companies to demonstrate a more appropriate response to the changing needs of their stakeholders.Originality/valueTo the best of the authors’ knowledge, this study represents the first research to present a framework for AA and examine its impact on companies' interaction capabilities with stakeholders. Consequently, the findings not only contribute to the expansion of theoretical literature in accounting and financial reporting but also provide multiple practical implications for capital market policymakers and standard setters regarding the potential consequences of AA.

Business Management and Environmental, Social and Corporate Governance: The Tripod of Sustainability in Organizations

Objective: To analyze the applicability of the triple bottom line in organizations, aiming to integrate social, environmental and economic practices to promote sustainable development. Methodology: A quantitative exploratory approach was adopted to investigate managers’ perceptions about the integration of environmental, social and economic practices in organizations. Exploratory research was chosen to explore an emerging theme in the literature and business practice, identifying patterns and trends. A convenient sample of 92 managers was selected based on accessibility and relevance of experience, ensuring valuable insights. A structured questionnaire with closed questions and evaluation scales was used, developed based on a literature review and consultations with experts. Data analysis, carried out with descriptive statistics, such as means and percentages, highlighted patterns in managers’ perceptions about the implementation of the triple bottom line in companies. Results and discussions: The results reveal that there is a growing recognition of the importance of environmental practices, although they are not always absolutely prioritized. Internal resistance to change was identified as one of the main obstacles to implementing sustainable practices, along with challenges in measuring social and environmental impacts. On the other hand, the research highlighted opportunities such as strengthening corporate image, improving stakeholder relations and accessing new markets, suggesting that the effective integration of the triple bottom line is not only feasible, but crucial for long-term business success. Final considerations: The research demonstrated that the integration of the triple bottom line in organizations is not only feasible, but also fundamental to promoting sustainable development. Despite the growing recognition of the importance of environmental practices, internal resistance to change and difficulties in measuring social and environmental impacts represent significant challenges. However, the results also highlighted opportunities such as strengthening corporate image, improving stakeholder relations and accessing new markets. These findings underscore the need for business strategies that balance economic efficiency with social and environmental responsibility, aiming not only at profit, but also at long-term sustainability.

Assessing the possible influence of human activities on sediment transport in the Saskatchewan River and its delta

Sediment transport is a complex, multi-dimensional process. With the advancement in computing power and sophistication of computer applications over recent decades, it has become possible to conduct detailed analysis and simulations of soil erosion and sediment transport. The primary objective of this study was to examine and predict the potential influence of human activities on sediment transport. This was achieved by analyzing sediment transport in the Saskatchewan River beneath the E.B. Campbell Dam and in the Saskatchewan River Delta. The Hydrologic Engineering Center's-River Analysis System (HEC-RAS) was deployed to ascertain the sediment transport capacity and estimate erosion, sedimentation, and riverbed changes. Cross-sectional data, flow data, and sediment data were used in conjunction with HEC-RAS. The simulation results reveal that sediment transport below the E.B. Campbell Dam is limited, leading to notable sediment erosion. The selected study area has witnessed significant erosion during high-flow periods, particularly in the event of floods. Between 2012 and 2019, the riverbed elevation at the selected survey site decreased by approximately 0.45 m. The study findings corroborate that the Saskatchewan River and its delta have been impacted by human activities. Potential erosion and deposition below the E.B. Campbell Dam have been simulated for the selected site. The aim is to provide decision-makers or related stakeholders with insight into how dam operations can be adjusted to decrease erosion while sustaining hydrological, ecological, and environmental outcomes from human activities.

Leveraging Natural Ecosystems to Reoptimize Education and Training for Great Power Competition in the Air Force Medical Service.

Organizations today are complex, hyperdimensional, and continuously changing in response to the environment. Over the past decade, the Military Health System has seen continuous organizational change to transform healthcare delivery, and the Air Force Medical Service (AFMS) is currently transitioning to an Air Force Medical Command (AFMEDCOM) structure to best prepare for Great Power Competition and other challenges ahead. The current state of the enterprise involves decision making, resourcing, and execution of education and training that is largely decentralized in nature. To support these efforts, in February 2024, a team of diverse AFMS stakeholders gathered in Washington, D.C. to examine the future of medical education and training for the U.S. Air Force in a new way: through systems theory and ecosystem mapping. This ecosystem approach enables development of an organizational structure and process for change that considers how all stakeholders relate, what external factors threaten the desired transformation, and how the resulting enterprise could become more resilient with future uncertainty and change. This paper discusses the theory behind the ecosystem approach and how it was used to develop a transformed model for the AFMS to organize its education and training. Additionally, a dialogue is presented on how this unique methodology to understanding stakeholder relationships can be leveraged in the re-optimization efforts for Great Power Competition.

Pengaruh Penambahan Asbuton LGA 50/30 pada Campuran AC-WC dengan Inovasi Limbah Styrofoam

Indonesia’s road infrastructure requires 1.2 million tons of asphalt annually, but Pertamina can only supply 600,000 tons. This deficit compels the government and related stakeholders to seek alternatives to meet national asphalt needs and maintain road quality. This study aims to analyze the effects of adding Asbuton LGA 50/30 to Asphalt Concrete Wearing Course (AC-WC) with an innovative use of styrofoam waste. Experimental research was conducted to evaluate Marshall characteristics, including VMA (Void in Mineral Aggregate), VIM (Void in Mix), stability, VFA (Void Filled with Asphalt), and Marshall Quotient (MQ). Five styrofoam waste mix variations were tested at 2%, 4%, 6%, 8%, and 10% levels. For the 8% Asbuton mix, the highest stability was observed with 10% styrofoam, yielding a stability value of 2032.16 kg, VMA of 16.63%, VFA of 78.28%, VIM of 3.61%, flow of 2.45 mm, and MQ of 830.33 kg/mm. For the 9% Asbuton mix, the highest stability was achieved with 2% styrofoam, resulting in a stability value of 1882.35 kg, VMA of 16.21%, VFA of 80.17%, VIM of 3.24%, flow of 2.57 mm, and MQ of 735.72 kg/mm. The 10% and 2% styrofoam variations proved to be the most effective for AC-WC asphalt mixtures, as their Marshall values met the 2018 Bina Marga General Specifications, indicating that these styrofoam waste additions are optimal for AC-WC asphalt mixtures.

The evolving role of technology transfer offices in the entrepreneurial university: Go-betweens or playmakers?

AbstractTechnology transfer offices (TTOs) play an increasingly important role in universities, supporting researchers in translating science knowledge into commercially and socially valuable outcomes. However, the literature is limited regarding how TTOs support the technology transfer process. This study contributes deeper insight into the role of TTOs in facilitating knowledge transfer outcomes. A case study of life science commercialization in Australasian universities drew on depth interviews with senior TTO managers and industry experts, on longitudinal participant observation within a life science intermediary business to inform about supply side elements, and on secondary data. The findings emphasise the effects of wider institutional change on quintuple helix (5H) stakeholders, i.e., the environment, society, government, universities, and industry. Financialization and competition places growing demands on universities for commercializable intellectual property (IP) production. In response, TTOs have built competencies in translational engagement (trust and reputation building and boundary spanning) and value co-creation (service quality management and de-risking). Those competencies translate to a five-stage process of technology transfer facilitation: (1) Identifying, (2) assessing, (3) protecting, (4) promoting and (5) profiting. In the complex context of life science innovation, innovation networks benefit from investment in university outreach, stakeholder relationship building, tax credits, and fund matching with transnational corporations. To ensure optimal social and commercial outcomes independent oversight of the process should be maintained, by representatives from all 5H stakeholders.

The lived experiences of South African Black accountants within the framework of the chartered accountancy profession sector code

PurposeThis study investigates the progress of the Broad-Based Black Economic Empowerment (B-BBEE) Act 2003, and its associated Chartered Accountancy Profession Sector Code. In doing so, we explore why B-BBEE affirmative action has not yet achieved the Code's representational intentions, including systemic subtleties inhibiting this success.Design/methodology/approachUsing semi-structured interviews, we explore the lived experiences of Black aspirant Chartered Accountants (CAs) undertaking articles in global audit firms. The experiences are thematically analysed, embracing a comprehensive theoretical approach that encompasses professional and social closure, as well as boundary work, to adequately understand why affirmative transformational endeavours persistently face uphill tasks. The utilisation of multifaceted theorisation is deemed essential for a more nuanced portrayal of the intricacies inherent in the CA profession in South Africa.FindingsThe narratives presented by Black aspiring CAs unveil a complex web of exclusionary practices entrenched in institutionalised historical, professional, and social contexts. The multifaceted nature of closures, symbolised by racial, cultural, and linguistic factors, significantly impacts the experiences of Black trainees. The findings furthermore show that deliberate intervention beyond compliance with the Government’s framework is necessary for meaningful transformation.Practical implicationsThe paper brings to the fore the current lived experiences of underrepresented Black CAs in global auditing firms. In doing so, these firms are empowered with incremental knowledge of the prevailing challenges and can thus make tangible improvements towards authentic transformation. Additionally, the results help in tracking the advancements made through affirmative action, acting as a feedback loop for future developments in transformation policy.Originality/valueContributing to the critical accounting literature, our study extends scholarship on the barriers faced by CAs and the limitations in their capacity to challenge these obstacles within global audit firms. We offer practical policy-focused recommendations that, if implemented, can address the complex socio-political realities obstructing the success of affirmative action. By sharing first-hand accounts, our study aims to empower auditing firms and other related stakeholders with actionable insights, enabling them to improve genuine inclusivity and foster equitable representation in the accounting profession.

EHR Documentation and Referrals for Intimate Partner Violence and Sexual Assault.

Hospital settings provide a unique opportunity to screen for interpersonal violence (IPV) and sexual assault (SA) yet often lack health IT solutions for generating reliable and valid medico-legal documentation via forensic reports. The objective of the project was to evaluate a pilot, technology "tool" for documenting cases of IPV and SA that could support forensic nurse examiners and related stakeholders in generating high quality documentation and coordinating victim support services. The tool was a digital health intervention implemented for use among forensic nurse examiners, law enforcement, victim support organizations, and more within four counties of California. We conducted a mixed-methods pilot study that captured data around the adoption, use, and impact of having access to the newly implemented tool. The tool successfully went live in all four pilot counties at different time points with different proportions of use by county and form type: exams, referrals, addenda, risk assessments, and other. Participants were motivated to use the tool out of a perceived need for data handling functionalities that went beyond traditional manual (paper) means. Key functionalities included body mapping, data quality controls within validated forms, attaching addenda to already existing case reports, and the means to distribute data to external recipients. Further study and development are needed on functions to incorporate into body maps and forms, and understanding the information needs of law enforcement and victim support organizations. Our evaluation demonstrated the feasibility and acceptability of a health IT tool to support forensic nurse documentation of IPV and SA, and direct information to multiple legal and support-related stakeholders. Areas of future development include integrating IPV and SA-related data standards for digitized forms, enhancements to the body mapping feature, and understanding the needs of those who receive digital data from forensic nurse examiners within the tool.

Rooting firm responsibility in social-ecological systems through ancient Nahua thought: rethinking the logic model in the global reporting initiative

Purpose The logic models at the center of leading environmental, social and governance (ESG) reporting programs, such as the global reporting initiative, impose a dualistic relationship between organizations and social-ecological systems. Coupled with the lack of a real-world alternative, their dualistic approach results in widespread systems thinking-based reducibility errors in business responsibility. To help develop a nondualistic alternative, this study aims to present the idea of neltilistli or “rootedness,” as developed by the ancient Nahua indigenous peoples of Central Mexico. From the perspective of the Nahua, rootedness involves a holistic relationship with one’s body, community and the creative force called “teotl.” Design/methodology/approach The authors draw on the past to speculatively theorize an imagined future using the method of prospective theorizing to draw on a historical social context that is largely missing from current management scholarship. In doing so, the authors engage in a process of imagining a radically different future reality. Findings Integrating a rootedness approach into ESG reporting, particularly in terms of stakeholder relations, enriches it both spatially and temporally. This approach allows researchers and practitioners to replace dualistic thinking with a more holistic approach. Originality/value This paper complements the dualistic assumptions behind ESG reporting programs with a holistic approach based on the rootedness concept of ancient Nahua thought.

Significance of ESG in Farmer Producing Organizations

Farmer Producer Organizations (FPOs) hold immense potential to transform Indian agriculture. However, challenges like low farmer income, climate change, and FPO sustainability persist. This paper explores how integrating Environmental, Social, and Governance (ESG) principles can address these concerns and contribute to a more sustainable and equitable agricultural ecosystem. Despite significant growth, a large portion of FPOs fail within a few years due to factors like inadequate resources and poor leadership. ESG principles offer a solution by promoting sustainable practices, fair labor conditions, and responsible governance. This not only benefits farmers through improved livelihoods and resource efficiency but also attracts socially responsible investors and strengthens stakeholder relationships. Implementing ESG requires a multi-pronged approach. Raising awareness among board members and farmers is essential, followed by developing tailored ESG policies and building capacity in sustainable practices. Collaboration with government agencies and NGOs can provide crucial resources and expertise. By embracing ESG, FPOs can overcome sustainability challenges, enhance profitability, and contribute to a healthier planet. This integration can be a game-changer for Indian agriculture, ensuring food security for future generations. By integrating ESG, FPOs can increase their market competitiveness, attract responsible investments, and contribute to a more equitable agricultural landscape. Implementing ESG requires a comprehensive approach, including awareness building, policy development, capacity building, and strategic partnerships. Ultimately, the adoption of ESG principles can transform FPOs into sustainable and resilient entities, driving positive change in the agricultural sector

Optimization of Participatory and Collaborative Planning Methods for Accelerating the Preparation of Detailed Spatial Plans

The availability of Detailed Spatial Plans (RDTR) is crucial for supporting development implementation and ease of doing business. However, there are still problems in the preparation of RDTR, necessitating acceleration. Regarding this acceleration, it is necessary to analyze how participatory and collaborative planning methods can play a role. Participatory and collaborative approaches are important because public trust and stakeholder relationships in participatory and collaborative planning influence the implementation process and planning outcomes. This study aims to identify the relationships between implementing actors and stakeholders involved in the preparation of RDTR so that they can be optimized with a participatory and collaborative approach. The research methods used are Social Network Analysis (SNA), Organizational Network Analysis (ONA), and post-review surveys. The results show that the relationships between implementing actors and stakeholders related to RDTR preparation are not yet optimal, therefore requiring remapping and rearrangement within the legal framework. Participatory and collaborative approaches will elaborate the possibility of more effective and efficient relationships with changes in roles and media of interaction. Keywords: Collaborative, Network Analysis, Participatory, RDTR, Spatial Planning

Product market shock, stakeholder relationships, and trade credit

The COVID-19 pandemic resulted in an extremely rare instance of a shock to global product markets. Using quarterly data for a sample of 7397 firms from 54 countries over the period 2017–2020, we study the causal impact of this shock on trade credit. Employing a difference-in-difference analysis, we find that, in contrast to findings in the literature on financial market shocks, low-credit quality firms are credit-rationed by their suppliers during a shock to product markets and that for low-credit quality firms, there is no substitution of trade credit with financial credit. Importantly, however, our analysis shows that low-credit quality firms with better stakeholder relations are able to obtain more trade credit than those with weaker stakeholder relations. Our results are robust to alternative definitions of key variables, alternative methodologies that address endogeneity concerns, a placebo test, stage of market development, and various levels of controls for unobserved heterogeneity. We show that trade credit is conditional on product market conditions and is not always a generous substitute for financial credit. However, maintaining good relations with stakeholders serves as an antidote to the adverse effect of product market shocks on trade credit.

Socio-Spatial Analysis of Indigenous Cultural Tourism Sites: A Comparative Study of Kampoeng Wisata Cinangneng, Bogor, Indonesia and Tam-Awan Village, Baguio City, Philippines

Abstract The diversified image and expanded settings of tourism in cultural landscapes pose an interesting challenge in preserving their tangible and intangible aspects and strengthening their relationships and representations. The study focuses on the comparative socio-spatial analysis of two mountainous cultural tourism sites — Kampoeng Wisata Cinangneng in Bogor Regency, West Java, Indonesia, and Tam-Awan Village in Baguio City, Benguet, Philippines — with the local cultures of Sundanese and Ifugao, respectively. The study aims to understand the local cultures of Sundanese and Ifugao through their cultural activities present, to identify the natural and human-made landscape assets and their organization that reflect their cultures, and to study how these landscape assets are used by tourists. The research utilizes a descriptive qualitative approach and a comparative case study research design model through participatory observation, digital mapping, and thematic analysis. Data are translated on how each culture’s social structures are represented through the physical elements and how users act on it as representations of the culture, in return. Data shows differences in the sites’ socio-spatiality and representations. Cinangneng provides first-hand teaching and demonstration in the guided and controlled tours, while Tam-Awan offers a more flexible and self-directed learning through visual aids. The major physical difference of the sites are the topography and slopes, affecting the location of the built up structures and the pedestrian movement around them, creating Cinangneng’s passive and controlled experience and Tam-Awan’s active user experience. Understanding the socio-spatial relationships of these sites can help tourism policymakers, planners, managers, and other related stakeholders in recognizing cultural landscapes, their elements and spatial organization, and their representations in the evolving values of different cultures, especially in the Southeast Asian region.

Trust Formation in New Ventures’ Cross-Border Stakeholder Relationships - Evidence from South Africa

Trust Formation in New Ventures’ Cross-Border Stakeholder Relationships - Evidence from South Africa

Journalists in a circular economy: Stakeholders’ engagement in the media discourse on single-use plastics during the COVID-19 pandemic

The world faces an alarming plastic waste problem. The volume of plastic waste is rapidly and continuously increasing, mainly due to the single-use plastics overconsumption, whereas its recycling and utilization leave much to be desired. Despite the negative effects of plastic on the environment and public health, the COVID-19 outbreak shifted the public attention away from the environmental issues, potentially giving space for extended lobbyism by interest groups and industry to delay or even prevent legislation to combat plastic pollution.Our study aims to understand how the media discourse on single-use plastic (SUP) in particular, evolves in the course of the pandemic. How it vary across EU Member States? For this purpose, we specifically analyse plastic-related articles in major prestigious daily newspapers published between June 2019 and June 2021 in four EU Member States: Germany, France, Italy, and Poland, as countries with different levels of sustainable transition to form a representative model of an European context. Additionally, between November 2022 and January 2023, we conducted a series of interviews via Google Meet, with journalists who agreed to be asked on the plastic issues they upraised.Our analysis initially covered 1076 articles, out of which 198 articles were rejected due to non-compliance with the subject or repetition, leaving 878 articles forming the database for eventual analysis. Specifically, we outline a key impact of the COVID-19 pandemic followed by a clear evolution on the number of plastic-related articles, on related stakeholder engagement, and the focus on specific SUP items. Moreover, we address a research gap - presenting a media portrait of different types of SUP in more details and highlighting the significance based on several culturally and linguistically very different countries within a single supranational state (EU).A clear trend reversal towards an informed knowledge circulation across the circular economy model of single-use plastics is ultimately essential to develop sustainable solutions to reject the disposable culture, stop the waste of natural resources, and reduce the consumption of oil or gas for plastic production and thus protect the climate.

Understanding driving forces of food waste separation intention to enhance regional and local solid waste planning: application of PLS-SEM and multi-group analysis

This study extended the theory of planned behaviour (TPB) and applied it to analyse influencing factors of food waste separation intention (FSI) among households in central Vietnam. Partial least squares structural equation modelling (PLS-SEM) was employed to analyse the data. The heterogeneity of factors contributing to FSI in cities of three levels was examined using multi-group analysis (MGA). The results indicate that attitudes, subjective norms (SN), perceived behavioural control (PBC), awareness of benefit (AB), information publicity (IP), facility availability (FA), and trust significantly affected FSI of households. MGA results indicated the heterogeneity of impacts of PBC and attitude on FSI of households among three municipal levels. The results will serve as basic data for waste officers, solid-waste management project leaders, non-governmental organisations (NGOs), and other related stakeholders to lay the foundation of food waste management planning in terms of regional scale and local scale. This study will also aid the creation of a circular economy by providing a scientific base for enhancing food waste separation at source in central Vietnam.

Municipal supply chain performance through information sharing and stakeholder collaboration

Background: The effectiveness of information sharing between municipalities and their stakeholders remains an important area for consideration in the improvement of supply chain performance.Aim: This article responds to municipal service delivery challenges in South Africa by testing a model for improving supply chain performance (SCP) through information sharing (IS) and stakeholder collaboration in municipalities.Setting: The setting includes two metropolitan municipalities in the Eastern Cape Province of South Africa.Method: The study employed a cross-sectional survey involving 370 supply chain role players. Hypothesised relationships were tested using structural equation modelling.Results: The results revealed that information sharing is positively associated with stakeholder trust, governance and administration and stakeholder relationship continuity. Stakeholder trust, governance and administration, and stakeholder relationship continuity are positively related to the fluency of stakeholder collaboration. Full mediation between the constructs was observed for all relationships tested in the study.Conclusion: The article demonstrates the application of information sharing through, stakeholder trust, governance and administration, and stakeholder relationship continuity in predicting supply chain performance in South African municipalities. The overall outcome of the study is that information sharing and stakeholder relationships are essential drivers of municipal supply chain performance.Contribution: The study contributes to supply chain management literature by providing insights into how municipalities can utilise information to improve stakeholder relationships and enhance service delivery performance. This study could unlock some keys to overcoming municipal service delivery challenges in South Africa.

Analysis of Community and Stakeholder Relationships in the Development of Cigadung Creative Tourism Urban Village

This study examines local communities and stakeholders in the establishment of Cigadung Creative Tourism Urban Village in Bandung City. The success of Cigadung Creative Tourism Urban Village depends on effective cooperation between the local population, government, and tourism sector. This study uses qualitative descriptive research method included observation, interviews, and document analysis. The results demonstrated that local communities, especially Pokdarwis, are essential to tourism planning, management, and destination marketing. Government assistance and partnership with academics and businesses have helped this tourism urban community succeed. However, party coordination issues must be resolved by open communication and collaboration. This research sheds light on sustainable tourism development dynamics that can be used to benefit local welfare and culture.

The impact of urbanization on environmental degradation in Jakarta

Background: The urbanization discussed in this paper refers to the process of expansion in the proportion of the population living in urban areas. Urbanization is seen as one of the processes of increasing population that drives the functional change of an area, from rural to urban activities. The case discussed in this paper is urbanization occurring in Jakarta city. This paper aims to examine the relationship between urbanization and the decline in environmental quality, especially in Jakarta city. Method: In assessing environmental quality, the reference used follows that set by the Ministry of Environment and Forestry, namely the Environmental Quality Index (EQI) which consists of three elements, namely the Water Quality Index (WQI), Air Quality Index (AQI) and Land Cover Quality Index (LCQI), so the variables used are WQI, AQI and LCQI. The data collection method used in this paper is secondary data collection through literature review and official data sources from related stakeholders. The collected data is then analyzed descriptively to determine the relationship between urbanization and each of these variables. Results: Based on the literature review and the results of the LCQI data used, it appears that there is a negative correlation between population growth and land cover in Jakarta Province. This condition is marked by an increase in floods and also an increase in surface temperature. In terms of air quality, this paper found a negative correlation between urbanization and AQI. However, for the condition in 2013 - 2018, a positive correlation was found between the population and AQI. Conclusion: This indicates that an increase in population is not always followed by a decrease in environmental quality. Meanwhile, in relation to water quality, population growth from the urbanization process has a significant impact on water quality in Jakarta. Novelty/Originality of this study: The development of a sophisticated and comprehensive correlation analysis method between population growth and environmental quality indicators (IKLH, IKA, IKU), which integrates spatial and temporal data, provides a predictive tool that city governments can use to monitor, manage, and plan mitigation strategies for the impacts of urbanization on the environment more effectively and proactively, and supports data-based decision-making in sustainable urban planning.

English needs analysis of food & beverage employees: A case study of a 5-star resort in Vietnam

In light of globalization and international travel, English plays a predominant role in the tourism and hospitality industries. Hence, effective communication in English becomes a requisite skill for Food and Beverage (F&B) employees, especially in luxury resorts. Nonetheless, there has been limited research into the linguistic needs of these employees. This preliminary study explored the English language needs and problems encountered by F&B staff at a 5-star resort in Vietnam in a post-pandemic context. Data included two sets of questionnaires and semi-structured interviews of full-time F&B employees and related stakeholders. In addition, an analysis of Tripadvisor reviews was utilized to understand customers’ opinions about the employees’ English abilities. The findings showed that the F&B employees perform various tasks requiring four English skills in their daily work. Regarding problems, these employees considered listening and writing to be the most difficult skills. Also, the F&B employees expected an ESP course prioritizing speaking and listening skills to mitigate the lack of exposure to English due to the COVID-19 pandemic and its concomitant travel restrictions. Based on the findings, practical course syllabi and pedagogical implications for related ESP courses were developed.