Purpose
The purpose of this study is to develop a theory that explains how organizations can create a more inclusive atmosphere on the individual, organizational and societal levels. The consequences ...of an inclusive environment were subsequently developed and explored.
Design/methodology/approach
Constructivist grounded theory methods were used to collect and analyze data from interviews with 20 hotel executives and their company websites.
Findings
The findings of this study produced a theoretical framework for inclusion in hotel leadership, leadership inclusion theory (LIT). The LIT states organizations must address individual differences, organizational policies and culture and societal norms to develop an inclusive environment. Equity follows inclusion as the value for individual differences makes equitable treatment easier. Finally, diversity increases through increased inclusion and equity.
Practical implications
The LIT describes steps for managers to take to develop an inclusive environment, establish equitable practices and increase diversity within an organization.
Social implications
The LIT highlights several unintended exclusion practices and generational attitudes that are common among organizations. By making conscious efforts, managers can take deliberate actions to establish a perceived environment of equality.
Originality/value
The LIT is a seminal theory-building effort grounded in hospitality. It explains the when and why of several phenomena related to inequality in the hotel industry and how to overcome such imbalances.
Although many political leaders communicate with foreign leaders and publics through social media, limited knowledge exists concerning its impact on global travel. However, signaling theory suggests ...that a political leader's social media communication signals their honest feelings regarding a country. In response, that country's residents counter signal via travel behaviors toward the country whose leader made the remarks. When a political leader's communication is positive toward a country, it is called social media diplomacy (SMD). Comparatively, negative communication is called damaging political rhetoric (ANTI-SMD). Furthermore, this study examined whether a trip's purpose moderates SMD and ANTI-SMD effects on global travel. Resultantly, SARIMAX time-series modeling found SMD had positive effects on pleasure travel flow and no impact on business or student travelers, while ANTI-SMD caused pleasure travelers to avoid a destination.
In an increasingly service-oriented economy, the importance of understanding supervisors’ impact on employees working in a fun work environment continues to grow. While researchers have learned much ...about the negative outcomes of abusive supervisors, relatively little is known about ebullient supervisors and the beneficial outcomes caused by leaders who create fun work environments for employees. The purpose of this article is to define the concept of an ebullient supervisor and develop and validate a scale to measure the construct of ebullient supervision (ES). A brief overview of the construct is presented along with its anticipated theoretical and empirical relationships with constructs that might be closely related. Construct definitions are developed and items for an ES measure are evaluated using a three-sample validation study. A combined exploratory and confirmatory factor analysis approach was used. This was followed by an analysis of the criterion-related validity. The results show that the ES has convergent validity with other supervisor support measures. One of the distinguishing factors of an ES, however, is that through the supervisor’s actions and behaviors the ebullient supervisor helps create a fun work environment for employees that may have many beneficial outcomes for organizations. Developing a measure of ES allows future researchers to add new insights to the management literature by being able to better investigate the unique benefits of this type of supervision for both organizations and employees.
This study used a 2 × 2 × 2 experimental research design to examine the influence of organizational support, supervisor support, and coworker support for error management practices on employees' ...service recovery performance and helping behaviors during service recoveries. More importantly, the current work examined the mediating role of psychological safety and learning behaviors on the proposed relationships. Two hundred eighty-four undergraduate students from a large university in the southwestern United States participated in the study and were randomly assigned to one of the eight experimental conditions. All respondents worked either full-time or part-time in various hospitality organizations, including hotels and restaurants. Results indicate that organizational support, supervisor support, and coworker support for error management had a positive effect on employees' service recovery performance and helping behaviors. Moreover, the study found the mediating effects of psychological safety and learning behaviors. The study's implications for researchers and practitioners are discussed.
Service recovery performance has been identified as a key component for positive organizational outcomes and organizational success. Therefore, it is crucial to investigate unique factors that can ...influence service recovery performance. Although scholars have studied different types of organizational climate, there is no adequate research examining the mechanism between forgiveness climate and organizational outcomes. Linking these two areas of research for the first time, this current study examines the influence of a perceived forgiveness climate on service recovery performance through psychological safety and organizational fairness as mediators. Using quantitative data collected from 431 casino employees, this study revealed that employee perceptions of forgiveness climate was significantly positively related to perceived service recovery performance. More important, the study demonstrated the underlying mechanisms linking the two concepts. Specifically, the results demonstrated the mediating effect of psychological safety and organizational fairness between perceived forgiveness climate and service recovery performance. The findings suggest that organizations should promote a climate of forgiveness to enhance employees’ service recovery performance.
This study examines circumstances under which observers might consider an organization to have responsibility for its employees’ actions, based on their reading of a scenario of sexual harassment. By ...changing the details of the scenario, we examine the influence of (a) the harasser’s organizational role (i.e., a supervisor or coworker), (b) the existence of corporate sexual harassment policies, and (c) the company’s past responses to sexual harassment complaints. The results suggested that the harasser’s organizational role is the most important factor for predicting whether an individual would consider pressing a sexual harassment claim. Respondents’ assessment that the victim should make a claim is higher when the harasser is an immediate supervisor rather than a nonsupervisory coworker. Perceived organizational responsibility is also a direct predictor of intent to make a claim. The results provide a clearer understanding of when an individual is more likely to favor making a claim in response to perceived sexual harassment. The practical implications include the following: (a) Sexual harassment training for supervisors is important because their sexual harassment is most likely to lead to a legal claim, (b) antisexual harassment policies have the effect of reducing the likelihood that a victim will perceive the organization as responsible for failing to prevent a supervisor’s action, and (c) organizations should make clear their opposition to sexual harassment both to discourage harassers and to divert a victim’s attribution for responsibility away from the organization if an incident takes place.
Sexual harassment in the workplace remains a serious problem for organizations despite numerous federal and state laws that have been enacted to combat its existence. An allegation of sexual ...harassment and legal claims stemming from those allegations can be devastating for the victim, for the transgressor, and for the organization in which the harassment has been purported. This dissertation has three papers addressing this important topic. The first paper, "Apologies: Their Psychological Bases," explores how victims perceive their employer's responses to sexual harassment claims. Specifically, it explores whether an apology by the organization is even a plausible solution considering that it may be deemed an admission of liability, and assuming that the apology is protected by law: does the apology accomplish its underlying goal of reducing the negative effects of a sexual harassment claim? The second paper, "States' Apology Laws: A Summary," summarizes states' apology laws, provides an overview of apology effectiveness, and discusses directions for future research on the use of an apology as an organizationally-relevant conflict resolution strategy. In the first two papers, apologies are posited to be effective tools in combating the negative consequences of sexual harassment claims. In the third paper, one of many important empirical issues is addressed to further consolidate our understanding of how and when to use apologies as effective conflict-resolution mechanisms. Paper three poses the question of what role attributed responsibility for harassment plays in alleged victims' reactions to the transgression. I answer this question through an empirical study using an experimental design. Paper three suggests that victims are more likely to engage in legal claiming behavior when they attribute responsibility to the organization versus the alleged transgressor.
