This paper examines the links between proactive environmental strategies, organizational capabilities and competitiveness. A model is proposed and tested using a sample of 232 Spanish hotels. An ...orientation for learning and innovation are conceived not only as drivers for adopting pro-environmental policies, but also as determinants of competitiveness. Data are analyzed through the use of partial least squares. The findings confirm that a proactive environmental strategy and innovation favor organizational competitiveness. However, a learning orientation does not directly predict organizational competitiveness. The paper discusses both conceptual and practical implications for the development of successful hotel operations and management.
•Learning oriented hotels are more likely to deploy a proactive environmental strategy.•Innovative hotels are more proactive in their environmental strategies.•Proactive environmental strategy positively affects organizational competitiveness.•Innovative hotels perform better than non-innovative hotels.•Learning orientation requires complementary capabilities to influence performance.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UL, UM, UPCLJ, UPUK
Prior research examining the concept of customer experience quality (CEQ) is inconclusive and incoherent regarding the number and the nature of experiences in the context of the hotel industry. Some ...studies conceptualise CEQ based on the sensations created by and the knowledge acquired from specific encounters, while others conceptualise it based on interaction with physical and social environments. Therefore, the key objective of this paper is to theoretically identify and empirically test the key dimensions of CEQ in the hotel industry through combining the major perspectives of CEQ. An online survey was used to collect the required data from 420 customers. A structural equation model (AMOS 18) was used to analyse the data. Three findings emerge from the current study. First: this study provides sound empirical support for CEQ as a high-order construct that is comprised of seven first-order factors. Second, the current research suggests that the measurement instrument for CEQ, which consists of 33 items, is a valid and reliable using the following factors: emotional-related experiences; staff-customer interaction, customer-customer interaction; learning; lifestyle; guest security; and atmospherics. Third, the proposed measurement instrument of CEQ strongly predicts customer satisfaction, perceived value and brand loyalty. The key contribution of this study stems from developing and validating a 33-item scale that synthesises and integrates the major perspectives of CEQ.
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Robots are increasingly discussed in academic literature as well as the popular media since they are becoming more usual in industry. The increased use of robots will meet with practical issues with ...regards to adoption in industry as well as resistance from customers and those working in the industry. This work explores data from a 2016–2017 survey of Russian consumers to determine how young Russian adults perceive the use of robots in hotels, showing which service-oriented tasks that Russian consumers find to be the most agreeable to be done by robots and which ones they are more likely to want humans to continue doing. The findings reveal that those who are most supportive of having robots in hotels tend to be Muscovites, males, and those already supportive of the use of service industries in general. In addition, there are noteworthy differences in how males and females perceive of the acceptability of different types of tasks that robots may do in hotels.
•The attitudes of young Russian adults towards robots in hotels is investigated.•Robots are accepted as information providers, for transporting goods, payments, not as guards or for massages.•Men consider robots as more acceptable than women.•Robots' advantages, social skills, and robotic service experience influence positively attitudes.•Positive attitude towards service robots linked to higher acceptance of robots in hotels.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UL, UM, UPCLJ, UPUK, ZRSKP
Hotels must send the right employer positioning signals to attract the desired professionals. With the advance of online media, hotels may send different signals concerning their employer ...positioning, including references to employee benefits, allowing potential candidates to evaluate whether they fit in the company even before applying for a job.
Based on a qualitative design, the purpose of this study is to understand how global hotel chains present themselves as employers in a digital context. Results revealed the relevance of promoting a socially diverse work environment as a benefit to attracting employees in the hotel industry.
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•Organizational identification influences employees’ pro-environmental behaviors.•Perceived job performance predicts organizational identification.•Perceived job performance predicts ...pro-environmental behaviors.•Perceived job performance affects pro-environmental behaviors via organizational identification.
Employees' engagement in pro-environmental behaviors (PEBs) is crucial for greening hotels and improving hotel performance. This paper argues that we can explore employees' PEB motivations from a positive externality/spillover perspective because such voluntary behaviors benefit actors other than the employees, namely, the hotels that employ them and the surrounding natural environment. Accordingly, compensation and internalization could motivate employees' PEBs. This paper attempts to advance research on internalization by focusing on the oneness between employees and organizations and by proposing that organizational identification (OI) is an essential predictor of employees' PEBs and can be improved by increasing their perceived job performance (PJP). Additionally, this paper argues that PJP can affect employees' PEBs through OI. In the context of the positivism research philosophy, the current study utilized a survey method to collect data from employees working in Chinese hotels and performed ordinary least squares (OLS) regression analysis to test the proposed hypotheses, which were all supported empirically.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UILJ, UL, UM, UPCLJ, UPUK, ZAGLJ, ZRSKP
This study reviews and synthesizes the contemporary literature focusing on the role of corporate social responsibility (CSR) in the hotel industry over the period 2006-2015. The revision process has ...covered articles meeting two conditions: first, articles focusing exclusively on the hotel industry (not on the tourism sector as a whole) and, second, the issue of CSR is addressed from a broader perspective (economic-social-environmental) and not only environmental. A total of 48 papers have been identified and grouped in three streams of research: CSR-Practices, CSR-Reporting, and CSR-Impacts; the last one been divided into two sublines of research: one from the consumer perspective (Marketing) and the second from the company’s perspective (Firm Business-Performance). For every line, the variables and topics studied are also established. The research lines “Practices” and “Impacts” have received a similar amount of research interest although there is a growing research interest in the impacts of CSR during recent years, either internal or external. Despite this fact, consumer reactions to CSR and the link between CSR and corporate financial performance (CFP) are still important gaps regarding research on CSR in the hotel industry. It is also worth to highlight that a key CSR stakeholder for hotels, like the local community, is particularly underresearched. Additional gaps of research are identified and suggestions for future lines of research are provided.
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The COVID-19 pandemic has lead authorities from many countries to adopt crucial protective measures such as wearing face masks, lockdowns and social distancing. The purpose of the present study was ...to explore the relationships among the protective measures against virus handled by hotels with financial risk perception, customer attitude, satisfaction and behavioral intention. The study also calculates the mean comparison across the demographic variables of hotel customer satisfaction and behavioral intention. Results reported a significant contribution of the protective measures implemented by Chinese hotels against COVID-19 on financial risk perception, and a customer attitude. It also demonstrates significant and positive interaction with customer satisfaction and behavioral intention. However, financial risk perception and customer attitude did not show effects on satisfaction, while they had effects on behavioral intention. The results suggest that protective measures are an important aspect of encouraging people to visit hotels safely and continually.
•Protective measures and its role are explored in the hotel context.•Financial risk perception and attitude are considerably influenced by protective measures against COVID-19.•Demographic characteristics are of importance in explicating customer approach responses to a hotel.
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The objective of this study is to give an in-depth overview of the performance of employees after they have gone through training programs in the context of hotel management industry. More precisely, ...this research aims to study the effects of training programs on the behaviour, knowledge, attitude and loyalty of the employees after the training program is completed in the service section of food and beverages. A concrete, practical model based on improvisations to Kirkpatrick’s model, is designed and tested in a manner that it can measure the amelioration of performance in employees after the training program has been delivered. Data from different hotels in Cairo is collected and investigated to foresee the impact of these training programs. Designed questionnaires are employed to investigate the perceptions and behaviour of employees towards a training program along with the training outcomes. Key findings in this context suggest that this approach is highly beneficial for hotel managers who are keen to measure the outcomes of the training program to improve the quality of service. These are valuable results as hotel management industry is heavily reliant on the performance of human resource management function. It is evident from the proposed model in this study that if the knowledge of employees is improved with the help of effective training programs, then the overall performance metric is automatically augmented.
The purpose of this paper is to reveal the relationships among green organizational culture, green innovation and competitive advantage. These relationships were assessed using structural equation ...modeling. Data were gathered from full-time hotel employees (N: 293) and managers (N: 192) in the Antalya region of Turkey. The results indicate that green organizational culture has a positive effect on green innovation and competitive advantage. Accordingly, green organizational culture is an important determinant for green innovation and competitive advantage. In addition, green innovation acted as a full mediator of the effects of green organizational culture on competitive advantage. Specifically, green organizational culture predicted green innovation, which in turn predicted competitive advantage. Finally, considering that causal studies on green innovation in the hotel industry are limited, this study may contribute to understanding how green innovation affects competitive advantage in the hotel industry.
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40.
Effects of job attitudes on withdrawal behaviors Črnjar, Kristina; Maškarin Ribarić, Helga; Čikeš, Vedrana
Zbornik radova Ekonomskog fakulteta u Rijeci,
06/2024, Volume:
42, Issue:
1
Journal Article, Paper
Peer reviewed
Open access
The hotel industry, like other service sectors, faces significant challenge in managingwithdrawal behaviors, due to their substantial impact on performance andprofitability. This paper investigates ...the relationship between two job attitudes –organizational commitment and job involvement – and two withdrawal behaviors –absenteeism and intention to leave. The study utilized a random sample of 734 hotelemployees in Croatia. Logistic regression analysis was used to predict absenteeismand turnover intentions. Statistically significant negative relationships were foundbetween affective and normative commitment and absenteeism, as well as affective,normative and continuance commitment and turnover intentions. However, nosignificant effect was found between job involvement and absenteeism, although astrong and negative relationship exists between job involvement and turnoverintentions. Additionally, a positive relationship was identified between jobinvolvement and all components of organizational commitment. These findings canprovide a foundation for human resource management and decision-makingprocesses in the hotel industry, offering insights into employee attitudes, and can bea pushover in the creation of strategies to manage undesirable employee behaviors.
Hotelijerstvo, kao i drugi uslužni sektori, suočava se sa značajnim izazovima uupravljanju ponašanjima povlačenja s posla, zbog njihovog značajnog utjecaja naučinak i profitabilnost. Ovaj rad istražuje odnos između dva stava prema radu –odanosti organizaciji i zaokupljenosti poslom – i dva ponašanja povlačenja –apsentizma i namjere napuštanja. U istraživanju je korišten slučajni uzorak od 734zaposlenika hotela u Hrvatskoj. Logistička regresijska analiza korištena je zapredviđanje apsentizma i namjere napuštanja. Utvrđeni su statistički značajniodnosi između afektivne i normativne odanosti i apsentizma, kao i afektivne,normativne i instrumentalne odanosti i namjere napuštanja. Međutim, nijepronađen značajan učinak između zaokupljenosti poslom i apsentizma, iakopostoji jaka i negativna veza između zaokupljenosti poslom i namjere napuštanja.Dodatno, identificiran je pozitivan odnos između zaokupljenosti poslom i svihkomponenti odanosti organizaciji. Ovi rezultati mogu poslužiti kao temelj zaupravljanje ljudskim resursima i procese donošenja odluka u hotelijerstvu, nudećiuvid u stavove zaposlenika i mogu poslužiti kao poticaj u stvaranju strategija zaupravljanje nepoželjnim ponašanjem zaposlenika.
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