•Challenge stressors are not associated with frontline employees’ interpersonal citizenship behaviors.•Higher perception of stressors results in less decrease in interpersonal citizenship behaviors ...when psychological capital is high.•Psychological capital alleviates the negative impact of challenge and hindrance stressors on interpersonal citizenship behaviors.
This study investigates the relationships between challenge and hindrance stressors and hotel employees’ interpersonal citizenship behaviors (ICB). The study also tests the moderating role of hotel employees’ psychological capital (PsyCap) on the aforementioned relationships. Data were collected from 213 U.S. hotel frontline employees. The results showed that both challenge and hindrance stress had a negative relationship with ICB. PsyCap was found to moderate both relationships. Implications for hospitality researchers and industry practitioners are discussed along with the limitations and suggested avenues for future research.
Purpose
The purpose of this paper is to propose and test an integrated model focusing on the drivers and consequences of intellectual capital in the context of the hotel industry.
...Design/methodology/approach
A quantitative study was conducted, including 156 hotels located in Iran. Structural equation modeling examines the validity of constructs and path relationships.
Findings
The results of the PLS-SEM analysis provided three findings as follows: the three dimensions of social capital, namely the structural, relational, and cognitive social capital, had positive effects on knowledge sharing; knowledge sharing had positive effects on three components of intellectual capital (human capital, structural capital and relational capital); and intellectual capital dimensions, which in turn, lead to innovation.
Originality/value
The combination of a developing country context and the significance of social capital, knowledge sharing, intellectual capital and innovation in hotel industry enhance the contextual contribution of the paper.
Purpose
Given the increasing number of travel restrictions, the COVID-19 outbreak has dealt a crippling blow to the hotel industry, and the crisis management practices supporting the industry needs ...are changing as the pandemic continues. This study aims to compare how the hotel industry has responded to this crisis at the initial stage and the pandemic stage.
Design/methodology/approach
Data were collected from hotel managers in Macau in two occasions, namely, early February and early April 2020. Importance-usage-performance analysis was conducted to classify six categories of practices (pricing, marketing, maintenance, human resources, government assistance and epidemic prevention) into four executable crisis management strategies (priority, maintain, low priority and possible overkill) for each stage. Follow-up in-person interviews were conducted to validate the results of the study.
Findings
In the initial stage, priority strategies should be applied in all epidemic prevention, pricing and maintenance practices and in two governmental assistance and human resources practices. In the pandemic stage, all epidemic prevention practices remain at the priority quadrant, but two pricing practices are downgraded. Hotels tended to force labour into unpaid vacations (furlough) and postpone office and system maintenance. Governmental assistance should be at a low priority.
Originality/value
This study contributes to the knowledge of contingency planning for crisis management across crisis periods. It also demonstrates the processes of importance-usage-performance analysis for researchers to undertake further studies in tourism crisis management. Timely recommendations for governments and hotel industry stakeholders are provided to cope with this crisis.
Purpose – This paper aims to develop and test a conceptual model that investigates the effect of psychological capital on job, career and life satisfaction, mediated by work engagement, drawing from ...the conservation of resources theory and the motivational process of the job demands-resources model. Design/methodology/approach – Based on data gathered from frontline employees in the international five- and four-star chain hotels with a time lag of two weeks in three waves in Romania, the relationships in the conceptual model were gauged through structural equation modeling. Self-efficacy, hope, optimism and resilience were treated as the indicators of psychological capital. Findings – The results suggest that optimism appears to be the best indicator of psychological capital, followed by resilience, self-efficacy and hope. Employees with high psychological capital are engaged in their work at elevated levels. Employees high in psychological capital are more satisfied with their job, career and life. The results reported in this study further suggest that psychological capital boosts work engagement that in turn leads to job, career and life satisfaction. Practical implications – The presence of rigorous selective staffing enables management to select a pool of employees high in psychological capital and work engagement. Inviting applicants to fill out an online questionnaire to identify their knowledge and skills and then using specific experiential exercises or short case studies to understand their tactics for handling service encounters can serve this purpose. Management can utilize the psychological capital questionnaire during and after the selection process. The availability of a resourceful work environment where there are training, empowerment, rewards and career opportunities is likely to stimulate employees’ positive emotions that in turn relate to psychological capital. Originality/value – Very little is known about psychological capital in the hospitality management literature. Therefore, this paper fills in this void by linking psychological capital to employees’ job, career and life satisfaction through work engagement.
Firms'incentives to manufacture biased user reviews impede review usefulness. We examine the differences in reviews for a given hotel between two sites: Expedia. com (only a customer can post a ...review) and TripAdvisor. com (anyone can post). We argue that the net gains from promotional reviewing are highest for independent hotels with single-unit owners and lowest for branded chain hotels with multiunit owners. We demonstrate that the hotel neighbors of hotels with a high incentive to fake have more negative reviews on TripAdvisor relative to Expedia; hotels with a high incentive to fake have more positive reviews on TripAdvisor relative to Expedia.
Exploring Material-Discursive Practices Orlikowski, Wanda J.; Scott, Susan V.
Journal of management studies,
July 2015, Volume:
52, Issue:
5
Journal Article
Peer reviewed
Open access
Our intent in this commentary is to support the turn to materiality in organizational research, and contribute to it by considering some differences in our approach from that proposed by Hardy and ...Thomas. Drawing on agential realism – which theorizes the entanglement of matter and meaning – we explore the relation between discourse and materiality in terms of the ideas of materialization and performativity as enacted in a study of hotel valuation in the hospitality industry. We offer our comments in the spirit of constructive engagement and hope that our discussion along with others in this Point‐Counterpoint will generate further explorations.
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.
The objective of this study that was conducted with 1077 hotel managers in 11 countries in North and South America, Europe, Asia and the Middle East, was to identify the effects of technological, ...organizational, and environmental (TOE) factors on hotel managers’ intentions to adopt robotic technologies in their hotels. Structural equation modeling (SEM) was utilized to test the study hypotheses. The results indicated that hotel managers’ intention to adopt robotic technologies were positively influenced by their perceived relative advantage, competitive pressure and top management support and negatively influenced by their perceived complexity of the technology. The study results further demonstrated that the impacts of relative advantage, complexity, top management support, and competitive advantage on intention to adopt were moderated by innovativeness. The current study also addressed the theoretical and practical implications to existing knowledge and practice in the hotel industry.
•TOE factors’ impact on hotel managers’ robotic technology adoption were examined.•Relative advantage, competitive pressure, and top mgmt. support had positive impact.•Complexity had a negative impact on intention to adopt robotic technologies.•The moderating impact of innovativeness was significant.
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.
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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