Purpose
This paper aims to examine whether a customer’s perceptions of hotel tablet apps serve as determinants of customers’ behavioral intention in terms of the app’s ease of use, usefulness, ...credibility and subjective norm. It also explored age and gender as moderators of the relationships between these determinants and customers’ behavioral intention as well as customers’ likelihood of using specific app functions across age and gender.
Design/methodology/approach
A research model, grounded in the technology acceptance model (TAM), used data collected from 751 hotel customers in the USA. The model was tested using confirmatory factor analysis and structural equation modeling.
Findings
The results showed that three of the four proposed determinants positively influenced customers’ behavioral intention toward hotel tablet apps. Neither gender nor age played significant moderating roles in the relationships between the four determinants and the behavioral intention. The study also revealed age- and gender-related differences in preferences for specific hotel tablet app functions.
Practical implications
This study helps operators successfully plan for investing in and implementing hotel apps. It assists operators in developing effective marketing strategies by understanding factors influencing customers’ app adoption and between group differences in their preferences on app functions.
Originality/value
This is the first tablet app adoption study that extends TAM to the hotel industry. Thus, it extends the literature on technology adoption by exploring both existing and new variables and testing them in a new context.
Purpose
This paper aims to explore the sequential effects of employee perceptions of corporate social responsibility (CSR), organizational identification (OI), higher-order quality-of-work-life ...(HQWL) and intention to stay (IS).
Design/methodology/approach
The survey responses were gathered from employees of a casino hotel company in the USA. All hypotheses were tested via structural equation modeling.
Findings
The results demonstrated that ethical and philanthropic CSR dimensions had significant direct effects on OI and indirect effects on HQWL via OI. OI had positive effects on HQWL (directly) and IS (directly and indirectly via HQWL). Both ethical and philanthropic CSR dimensions indirectly influenced IS via OI and HQWL, while economic CSR had a significant indirect effect on IS via HQWL.
Research limitations/implications
This study addressed the lack of theory-driven empirical work on the relationship between CSR and employee retention by presenting new insights into how different dimensions of CSR can contribute for improving employee HQWL and IS via OI based on social identity theory (SIT) and social exchange theory (SET). In this study, the results may not generalize to other countries and cultures because the data arises from a casino hotel in the USA.
Practical implications
Based on the results, hospitality companies can improve employee OI, HQWL and IS by more effectively implementing different types of CSR programs.
Originality/value
This study provided support for the positive influence of CSR initiatives on hospitality employees in a controversial sector (i.e. casino hotels) in which there is a lack of empirical research.
Purpose The purpose of this paper is to investigate the extent to which workplace spirituality (WPS) is related to hospitality supervisors’ organizational commitment (OC) and intention to quit (ITQ), ...examined through the lens of self-determination theory (SDT). Design/methodology/approach Based on survey data collected from 190 supervisors employed by a large US hospitality organization, the relationships were examined using confirmatory factor analysis, second-order factor analysis and structural equation modeling. Findings The results of this study suggest that three dimensions of WPS (i.e. meaning and purpose in their work, sense of community and alignment with organizational values) are positively related to OC and negatively related to ITQ. Moreover, these supervisors’ OC fully mediates the negative relationship of WPS to ITQ. Research limitations/implications This study tests the validity and reliability of three WPS dimensions in the hospitality environment. It also provides a theoretical perspective through SDT for explaining how WPS impacts employee work attitudes, which can be used to guide future studies. Practical implications Hospitality organizations can benefit from the insights of this research into how WPS can increase the commitment and retention of supervisors, who in turn positively impact front-line workers and customer service quality delivery. Originality/value This study provides additional implications for SDT and offers new insights into the emerging field of WPS scholarship. While other studies have tested relationships related to involving these WPS variables, a scarcity of research has been offered in hospitality or with a theory-based explanation of these relationships.
This study examined factors affecting customer intention to use facial recognition payment (FRP) in the restaurant industry. This study used data collected from 331 restaurant patrons residing in ...South Korea and 340 patrons in America. First, perceived ease of use, usefulness, and innovativeness positively affected attitude, while perceived risk negatively influenced attitude in both groups. Second, attitude had positive effects on desire and behavioral intentions, and desire had a positive impact on behavioral intentions in both groups. Lastly, the relationship between perceived ease of use and attitude was stronger in the American group, confirming the moderating effect of cultural differences.
Purpose
The purpose of this study is to investigate the effects of three person-environment (PE) fit dimensions (i.e. person-job, person-organizational and person-technology PT fit) on employees’ ...engagement and service-oriented organizational citizenship behavior (OCB) dimensions (i.e. loyalty, service delivery and participation).
Design/methodology/approach
Both online and on-site surveys were used to collect data from customer-contact employees working at a resort-style hotel in the USA. A total of 290 complete responses were collected, and the results were analyzed using a confirmatory factor analysis and structural equation modeling.
Findings
The results revealed that the three PE fit dimensions positively influenced employee engagement. The results also showed that the three PE fit dimensions had significant indirect effects on the three OCB dimensions via engagement, except for the relationship between PT fit and participation. PT fit only had a significant direct effect on participation.
Originality/value
This study contributes to the current PE fit, engagement and OCB literature by adding PT fit and testing the effects of the three PE fit dimensions on service-oriented OCB via engagement. This study recommends that hospitality companies develop strategies and tactics to improve their employees’ PE fit and engagement because they are the key determinants of service-oriented OCB.
论员工职业 组织 和科技合适度对员工参与和组织公民行为的影响
摘要
研究目的
本论文旨在检验三种人-环境（PE）合适度维度（即人-工作 人-组织 人-科技）对员工参与和以服务为本的组织公民行为（OCB）维度（如忠诚度 服务传递 和参与）的影响。
研究设计/方法/途径
研究采样通过线上和线下问卷, 样本包括与顾客接触的在美国度假村式酒店工作的员工。样本数量为290份。研究分析方法包括验证性分子分析和结构方程模型。
研究结果
研究结果表明三种 PE 合适度维度对员工参与有积极影响。研究结果还表明三种PE合适度维度通过员工参与变量对三种 OCB 的维度有显著影响, 除了 PT 与参与之间的关系外。PT 合适度只对参与有显著直接影响。
研究原创性/价值
本论文对目前有关PE合适度 员工参与 和OCB文献有着显著贡献, 其增添了PT合适度, 还检验了三种PE合适度维度对服务为本OCB通过员工参与变量的间接影响。本论文推荐酒店业相关企业应该制定政策和方针来提高员工PE合适度, 因为 PE 合适度是服务为本OCB变量的关键维度。
关键词：人-环境合适度 人-工作合适度, 人-组织合适度 人-科技合适度 员工参与 以服务为本的组织公民行为（OCB）
纸张类型
研究论文
Despite increasing research interest in the field of gaming and corporate social responsibility (CSR), empirical studies on the impact of a gaming company's CSR on residents have been limited. Thus, ...the purpose of this study is to examine the impact of a gaming company's CSR on residents' quality of life, perceived benefits, and support for the company's casino development based on stakeholder theory and social exchange theory. This study also investigates the mediating roles of residents' quality of life and perceived benefits. An onsite survey was conducted with 459 residents in a gaming community. This study found that the gaming company's CSR was comprised of four dimensions (economic, legal, ethical, and philanthropic) and positively influenced residents' quality of life and perceived benefits. CSR also influenced residents' support directly and indirectly. In particular, residents' quality of life and perceived benefits played significant roles in mediating the relationship between CSR and support.
•This study examined the effects of CSR on residents' quality of life (QOL), perceived benefits (BEN), and support.•This study developed a research framework based on both stakeholder theory and social exchange theory.•This study found that CSR was comprised of four dimensions (i.e., economic, legal, ethical, and philanthropic CSR).•CSR positively influenced residents' QOL, BEN, and support.•Residents' QOL and BEN played significant roles in mediating the relationship between CSR and residents' support.
This study explores the relationships among supervisory support, organizational commitment, career satisfaction, and turnover intention of frontline employees in the hospitality industry. The results ...indicate that supervisory support had a positive effect on both employees' organizational commitment and their career satisfaction. Although organizational commitment had no direct effect on career satisfaction, a higher level of organizational commitment reduced turnover intention. Moreover, organization commitment mediated the relationship between supervisory support and turnover intention. The results of this study will assist operators in selecting effective employee training and development approaches, as well as researchers in further investigating impact of supervisory support.
The purposes of this study are to provide a comprehensive understanding of ESG in terms of its dimensionality, and to explore how integrated resort (IR) employee perceptions of ESG practices ...influence their work attitudes/behaviors. We collected data from IR employees and employed second-order factor analysis and structural equation modeling for data analysis. The results indicated that ESG practices are composed of three distinct but related dimensions (i.e. environmental, social, and governance practices). Our findings suggest that ESG practices have particular importance as a means of supporting a company's efforts to nurture employee self-esteem and commitment, and thus enhance employee retention.
Purpose
The purpose of this study is to investigate whether the perceived ease of use and the usefulness of a virtual employee engagement platform (VEEP) positively influence employees’ intentions to ...use the VEEP and, in turn, actual use of VEEP. This study further examined how using the VEEP influences employee engagement as well as two organizational outcomes (i.e. employee participation and intention to stay).
Design/methodology/approach
The survey items for this study were developed based on the technology acceptance model (TAM) and motivation theory. Structural equation modeling (SEM) was used to test the proposed relationships in a sample of 373 employees of a hospitality organization in the USA.
Findings
The results indicate that employees’ perceived ease of use and usefulness of a hospitality company’s VEEP positively influence employees’ intentions to use the VEEP. The study also found employees with greater intentions to use their company’s VEEP tend to use the VEEP more frequently, which in turn positively influenced their engagement. Eventually, the more-engaged employees showed a higher level of participation, as well as intention to stay.
Practical implications
This study addresses the call by researchers to demonstrate how a VEEP can positively influence employee engagement and to present new insights into how employee engagement can contribute to improving organizational outcomes in a hospitality setting.
Originality/value
This study is the first empirical study involving the emergent field of engagement platforms and employee engagement in a hospitality setting. Moreover, this research provides support for increased adoption and investment in the VEEP by hospitality companies.
PurposeWhen organizations implement a new information system (IS), they often experience users' resistance behaviors. This study explored the effects of IS self-efficacy, perceived ease of use, ...perceived usefulness, and anxiety on resistance to IS change within the hospitality domain. It also compared these relationships before and after completing e-learning courses for a new IS.Design/methodology/approachSurvey responses were gathered from current and future hospitality employees. All hypotheses were tested via confirmatory factor analysis and structural equation modeling.FindingsThe results demonstrated that (1) IS self-efficacy had significant effects on both perceived usefulness and perceived ease of use of IS; and (2) IS anxiety had a significant impact on resistance to IS change, both before and after completing the e-learning courses. The results also showed that self-efficacy had a significant effect on anxiety and, in turn, resistance to change, after completing the e-learning courses, but not prior to the training.Research limitations/implicationsThis study addressed the lack of theory-driven empirical research on predictors of user resistance to IS change, based on social cognitive theory, technology acceptance models, and user resistance research.Practical implicationsBased on the findings, hospitality operators and vendors can focus on improving factors influencing user adoption of a new IS when they design and implement it. Operators can design better change management strategies to reduce resistance to IS change.Originality/valueFew investigations have been conducted to explain the relationships among the aforementioned factors, before and after completing e-learning for a hospitality IS.
