Retaining hospitality talent during COVID-19: the joint impacts of employee resilience, work social support and proactive personality on career change intentionsYang, Wan; Lee, Patrick C.
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-07-2020-0761
Due to the COVID-19 pandemic, many people have experienced career shocks, especially employees in the hotel industry. To address how to retain talent in the industry, this study aims to examine the joint impacts of employee resilience, work social support and proactive personality on hotel employees’ career change intentions.Design/methodology/approachA survey questionnaire was developed to test the proposed framework. Data from 339 current hotel employees in the USA was analyzed using the PROCESS model.FindingsResults show a significant three-way interaction, indicating that for less proactive employees, resilience is negatively associated with career change intentions. However, for highly proactive employees, an additional situation cue in the form of strong work social support is required to activate the expression of resilience. Highly proactive and resilient employees who receive strong supervisor or coworker support during the pandemic have lower career change intentions. However, highly proactive employees who receive weak supervisor or coworker support exhibit similar levels of career change intentions, regardless of resilience level.Practical implicationsHotel managers should consider helping employees enhance their resilience and overcome career shocks by providing training and resources and establishing a learning culture. More importantly, it is essential to offer strong supervisor and coworker support to promote resilience among proactive employees. Hotel managers should actively promote strong work social support, and offer training and counseling opportunities to promote employee retention during the pandemic.Originality/valueTo the best of the authors’ knowledge, this study is the first to examine employee resilience in the hospitality field. This study contributes to the employee resilience literature as well as trait activation theory by examining situational cues that can activate employee resilience and by providing empirical evidence to reveal the boundary conditions of how employee resilience impacts career change intentions.
Realizing potential through absorptive capacity to create competitive advantage in hospitality organizationsLim, SangGon (Edward); Ok, Chihyung “Michael”
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-07-2022-0820
Absorptive capacity is a knowledge-processing ability that hospitality organizations should hone to create competitive advantage in a fierce business environment. This study aims to examine an integrative model explaining how hospitality organizations infuse external knowledge into competitive advantage via absorptive capacity processes and opportunity-capturing abilities.Design/methodology/approachThis study used structural equation modeling, using the R Lavaan package, with 288 survey responses collected from hospitality employees.FindingsStructural equation modeling with multiple indirect relationships presents a holistic picture of how hospitality organizations develop externally acquired knowledge into organizational outcomes through detailed absorptive capacity processes. Unit size is found to positively moderate the indirect relationship between external acquisition and competitive advantage through knowledge transformation only. Competitiveness level negatively moderates indirect relationships through assimilation and transformation.Practical implicationsThe findings highlight the importance of hospitality organizations’ knowledge management capabilities through acquisition, assimilation, transformation and exploitation processes. These integrative mechanisms can be facilitated by intraorganizational coordinative processes through collective interpretations and applications of knowledge and effective organizational routines based on management and technical support.Originality/valueThis study proposes an integrative model encompassing a process perspective and the role of intraorganizational coordination in bridging potential and realized absorptive capacity.
Relational resources for promoting restaurant employees’ thriving at workKim, Haemi; Im, Jinyoung; Shin, Yeon Ho
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-05-2022-0571
This study aims to investigate the significant role of restaurant employees’ relational resources to promote thriving at work. The mediating effect of heedful relating was focused on as an underlying mechanism. This study also investigated the moderating effect of employees’ perceived COVID-19 impact on the hypothesized relationships.Design/methodology/approachThe research model was tested with frontline restaurant employees working in full-service restaurants using the convenience sampling method. A self-administered questionnaire was used for an online survey. A total of 361 responses were analyzed with structural equation modeling, bootstrapping analysis and multi-group analysis.FindingsThe results showed the significant relationships not only between relational resources and thriving at work but also between relational resources and heedful relating. Heedful relating was significantly associated with thriving at work. The significant mediating effect of heedful relating was supported. The moderating effect of the perceived COVID-19 impact on the association between leader–member exchange and thriving was significant.Research limitations/implicationsEmployees’ relational resources at work leads to thriving at work both directly and indirectly through the impact of heedful relating. The findings contributed to the literature on human resource management and hospitality. Moreover, the study presented implications for the restaurant industry to promote employees’ self-adaptation and development in a post-pandemic era.Originality/valueWith the study findings, the importance of relational aspects to foster restaurant employees’ thriving at work could be highlighted which reflects the unique nature of the restaurant industry.
Green human resource management, job embeddedness and their effects on restaurant employees’ green voice behaviorsTabrizi, Reza Sharbaf; Karatepe, Osman M.; Rezapouraghdam, Hamed; Rescalvo-Martin, Elisa; Enea, Constanta
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-06-2022-0750
The purpose of this study is to test the interrelationships of green human resource management (GHRM), job embeddedness (JEM), green promotive voice behavior and green prohibitive voice behavior. It assesses JEM as a mediator of the link between GHRM and the aforesaid green voice behavioral consequences.Design/methodology/approachData obtained from the employees of 11 restaurants in Northern Cyprus were used to gauge the said relationships via the partial least squares structural equation modeling.FindingsGHRM boosts employees’ JEM. Employees high on JEM exhibit green promotive and prohibitive behaviors at elevated levels. JEM is the psychological mechanism relating GHRM to green work outcomes.Practical implicationsRestaurateurs should create an environment that enables employees to speak up and share their opinions on the problems and challenges concerning the environmental sustainability and green initiatives of the restaurant. In addition, they should develop and maintain good relations with employees via GHRM practices. These are important implications that would promote eco-friendly behaviors among employees.Originality/valueThis paper focuses on JEM, green promotive voice behavior and green prohibitive voice behavior as the neglected outcomes of GHRM. That is, there is no empirical evidence reporting that GHRM fosters employees’ JEM. This is also true for JEM as a mediator linking GHRM to the aforementioned dimensions of green voice behavior. With this stated in mind, this study fills in these gaps.
A review of multilevel analysis in hospitality managementPan, Su-Ying
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-05-2022-0628
The purpose of this paper is twofold. The first is to review the extant literature on hospitality management by tracking past research patterns and critically reviewing the use of multilevel theory and techniques in this stream of research. The second is to suggest potential research opportunities to stimulate a leap forward in the current multilevel research.Design/methodology/approachTo answer the four main research questions raised by the current review, the author performed a critical analysis of a total of 149 selected articles published between 2011 and 2021 in seven leading hospitality management journals.FindingsOverall, the number of multilevel studies has increased significantly since 2017. However, some deficiencies remain: a lack of fit between the level of theory and the level of measurement, the revelation of insufficient information, misspecification of the multilevel model and small sample sizes at higher levels. Furthermore, several interesting and understudied topics are also identified as ripe for future investigation.Research limitations/implicationsIn addition to encourage the scholars in hospitality management to assess the possibility of using the multilevel research design for their research topics, the current article also provides recommendations and opportunities for the future multilevel research.Originality/valueThis article is a pioneer in providing a critical synthesis of multilevel research in the field of hospitality management. Although reviews of the issues involved in multilevel research are available in the existing literature, none of them focuses on the situation and needs of hospitality management. As multilevel research increases in popularity, this review offers a snapshot of the introductory phase and outlines important issue in conducting such research.
The dynamics in asymmetric effects of multi-attributes on customer satisfaction: evidence from COVID-19Kim, Jong Min; Liu, Jiahao; Park, Keeyeon Ki-cheon
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-02-2022-0170
This study aims to explore how the “new normal” induces the dynamics in the asymmetric relationship between service quality attributes and customer satisfaction.Design/methodology/approachThis study analyzes online reviews for hotels in New York City. The authors use multi-attribute models to examine how a situational factor – the COVID-19 outbreak – creates dynamics in the asymmetric effect of service quality attributes on customer satisfaction. Then, the authors examine the change in these dynamics over time after adjusting to the “new normal.”FindingsThe COVID-19 pandemic has introduced dynamics into the asymmetrical relationship between hotel service attribute performances and customer satisfaction. The pandemic magnified the asymmetric influences of particular attributes on satisfaction in the hospitality industry. In addition, the findings indicate the changes in such dynamics over time.Practical implicationsThe findings emphasize that hotel managers should consider situational factors when understanding customer satisfaction. Particularly, this study suggests developing tailored strategies for responses during the COVID-19 pandemic. Hotel managers need to address changing customer expectations of service attributes to overcome unprecedented difficulties because of the limitations and new needs imposed during the pandemic.Originality/valueThis study contributes to the hospitality literature with an understanding of the significance of situational factors in asymmetric analysis.
Error management orientation: impact on service recovery performance, and the mediating role of self-efficacyGuchait, Priyanko
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-07-2022-0849
This paper investigates whether error management orientation (EMO) of hospitality employees influence their service recovery performance (SRP) through self-efficacy.Design/methodology/approachIn Study 1, data was collected from 161 hotel managers in the USA. In Study 2, data was collected from 215 restaurant employees in Turkey. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis.FindingsThe results indicated that EMO of hospitality employees increases their self-efficacy beliefs which in turn enhance their SRP. The findings were consistent in both studies.Practical implicationsHospitality organizations should consider assessing EMO of individuals when making selection decisions. These organizations should also consider providing error management training to employees to develop their EMO, improve error management skills and performance.Originality/valueTo the best of the author’s knowledge, this is the first study that focuses on EMO of hospitality managers and employees. Error orientation refers to how individuals cope with and how they think about errors at work. Errors are part of our work lives, and a positive orientation toward errors (i.e. EMO) can have a significant impact on individuals’ work attitudes, behaviors and performances. This is the first study that examines EMO as an important predictor of SRP. This study also makes a contribution by studying the mediating effect of self-efficacy to understand the underlying mechanism that links EMO with SRP.
Cruise revenue management: cross-discipline literature review and development of an integrated cruise revenue management frameworkChu, Angela Mai Chi; Hsu, Cathy
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-07-2022-0838
This study aims to adopt a holistic approach to understand cruise revenue management (RM) practices that cover ticket and onboard revenues, through a cross-disciplinary literature review and practitioner interviews. An integrated cruise RM framework was developed and served as a blueprint for future cruise studies and practices.Design/methodology/approachA multi-stage approach was adopted, including a systematic literature review, two-waves of interviews with 26 cruise industry practitioners and the development of a holistic RM framework.FindingsThis study clarifies cruise RM functions across product planning, delivery stages and identifies ticket and onboard RM components. These are incorporated into the integrated framework, with weather and itinerary/ route attractiveness as additional considerations. Interviews revealed that there is no difference in the RM cycle before and during the COVID-19 pandemic, although strategies and tactics may vary in response to the market situation.Research limitations/implicationsSuggestions are made regarding product and service bundling and ways for ticket and onboard revenue teams to work together to optimize total revenue. Future research directions are also provided under the categories of RM applications and concepts, ticket core activities, onboard core activities and overall issues.Originality/valueTo the best of the authors’ knowledge, this is the first paper to conduct a cross-disciplinary systematic literature review of cruise RM without imposing publication dates or specific databases and the first to develop an integrated cruise “total” RM framework that includes ticket and onboard revenues.
Experimental design studies in hospitality and tourism research: constructive recommendationsKim, Jungkeun; Kim, Seongseop (Sam); Jhang, Jihoon; Kwon, Yeil; Baah, Nancy Grace
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-06-2022-0720
This study aims to systematically review a total of 513 papers using experimental methods in hospitality and tourism research and then proposed new recommendations to address approaches that have been confusingly adopted or ignored in the current literature.Design/methodology/approachAn extensive literature review was conducted. Together with critiques on previous studies, four recommendations were proposed to help carry out future experimental studies using more rigorous and exact approaches.FindingsMultiple experimental studies can provide stronger evidence for theoretical arguments. Demonstration of the theoretical underlying mechanism using evidence based on mediation and moderating methods is required. The adoption of complementary methods can mitigate the generic weaknesses of experimental methods. In addition, enhancement of the realism of experiments is required to obtain stronger empirical evidence with internal and external validity.Research limitations/implicationsThis study proposes four constructive recommendations which help researchers to conduct future experimental design studies correctly. Valid and exact research outcomes can help practitioners to carry out new useful marketing strategies.Originality/valueAfter reviewing 513 previous papers that used experimental design in the hospitality and tourism fields, this study proposes four new recommendations to facilitate a better understanding of experimental design. The original and innovative nature of this study will help future investigations to adopt more accurate statistical approaches.
An ensemble machine learning framework for Airbnb rental price modeling without using amenity-driven featuresGhosh, Indranil; Jana, Rabin K.; Abedin, Mohammad Zoynul
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-05-2022-0562
The prediction of Airbnb listing prices predominantly uses a set of amenity-driven features. Choosing an appropriate set of features from thousands of available amenity-driven features makes the prediction task difficult. This paper aims to propose a scalable, robust framework to predict listing prices of Airbnb units without using amenity-driven features.Design/methodology/approachThe authors propose an artificial intelligence (AI)-based framework to predict Airbnb listing prices. The authors consider 75 thousand Airbnb listings from the five US cities with more than 1.9 million observations. The proposed framework integrates (i) feature screening, (ii) stacking that combines gradient boosting, bagging, random forest, (iii) particle swarm optimization and (iv) explainable AI to accomplish the research objective.FindingsThe key findings have three aspects – prediction accuracy, homogeneity and identification of best and least predictable cities. The proposed framework yields predictions of supreme precision. The predictability of listing prices varies significantly across cities. The listing prices are the best predictable for Boston and the least predictable for Chicago.Practical implicationsThe framework and findings of the research can be leveraged by the hosts to determine rental prices and augment the service offerings by emphasizing key features, respectively.Originality/valueAlthough individual components are known, the way they have been integrated into the proposed framework to derive a high-quality forecast of Airbnb listing prices is unique. It is scalable. The Airbnb listing price modeling literature rarely witnesses such a framework.
The effect of employee recognition on restaurant employees’ job embeddedness, knowledge sharing and service orientation: abusive supervision as a moderatorAmpofo, Emmanuel Twumasi; Karatepe, Osman M.; Mensah, Ishmael; Wilberforce, Maxwell Tabi
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-01-2022-0036
The purpose of this paper is to develop and test a research model that explores the interrelationships of employee recognition, job embeddedness (JE), knowledge sharing, service orientation and abusive supervision. Specifically, the model proposes that JE mediates the impact of recognition on knowledge sharing and service orientation, while abusive supervision moderates the indirect influence of recognition on knowledge sharing and service orientation via JE. The model also proposes that JE and knowledge sharing mediate the link between recognition and service orientation in a sequential manner.Design/methodology/approachData were gathered from restaurant frontline employees in three waves in Ghana. The hypothesized links were gauged via structural equation modeling using Mplus 7.4.FindingsThe vast majority of the hypothesized relationships were supported by the empirical data. Specifically, JE mediated the impact of recognition on knowledge sharing and service orientation. JE and knowledge sharing sequentially mediated the impact of recognition on service orientation. Abusive supervision moderated the positive effect of recognition on JE and JE on knowledge sharing such that the effects were stronger among frontline employees with low levels of abusive supervision. In addition, abusive supervision moderated the indirect effect of recognition on knowledge sharing through JE. On the contrary, abusive supervision did not significantly moderate the linkage between JE and service orientation. This is also true for abusive supervision as a moderator of the indirect influence of recognition on service orientation via JE.Practical implicationsManagement should not only focus on financial rewards but also consider non-financial rewards such as employee recognition. This is what is overlooked among practitioners. Therefore, restaurant managers/supervisors should use recognition mechanisms such as certificate of appreciation, plaque of honor and/or oral praises wherever possible to trigger employees’ JE, knowledge sharing and service orientation. Restaurateurs should also arrange training programs for supervisors to make them avoid practicing abusive supervision that would erode JE and knowledge sharing.Originality/valueEvidence about the organizationally valued consequences of employee recognition in the hospitality literature is sparse. With this realization, this paper advances the current knowledge by gauging JE as a mediator between recognition and knowledge sharing and service orientation. Unlike other empirical pieces, JE and knowledge sharing as the sequential mediators of the effect of recognition on service orientation are tested. This paper advances the current knowledge base by assessing abusive supervision as a moderator concerning the previously mentioned linkages. This paper also contributes to the literature by gauging abusive supervision as a moderator of the indirect impact of recognition on knowledge sharing and service orientation via JE.
Information processing of food safety messages: what really matters for restaurant customers?Shafieizadeh, Kiyan; Alotaibi, Salman; Tao, Chen-Wei (Willie)
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-05-2022-0670
This study aims to examine how customers’ perceptions of the quality and credibility of restaurants’ food safety information influence customers’ information adoption and, consequently, their trust in the restaurant and purchase intention. It also explores the moderating effects of customers’ food safety knowledge and health consciousness.Design/methodology/approachParticipants were asked to read a food safety message from a chain restaurant’s website before taking a self-administered online survey. Using a cross-sectional design, a total of 526 valid responses were collected in the USA through Amazon Mechanical Turk. A two-step approach consisting of a measurement model and a structural equation model was applied to test the direct and indirect effects. Additionally, hierarchical regression models were developed to test the moderating effects.FindingsResults show that perceived information quality significantly affects perceived information credibility and has a significant direct and indirect influence on information adoption. Furthermore, information adoption has a direct positive influence on customers’ trust in the restaurant and an indirect effect on purchase intention (full mediation effect of trust). Finally, the moderation effects of health consciousness and food safety knowledge were supported.Practical implicationsRestaurateurs can apply research findings to increase the likelihood that customers adopt their food safety information and to enhance customers’ trust and, consequently, purchase intention in restaurants.Originality/valueReflecting on framing theory and information processing theory, this study examines the ways that customers process restaurants’ food safety information by developing an original conceptual framework with strong empirical data support.
Environmentally specific authentic leadership and team green creative behavior based on cognitive-affective path systemsFarrukh, Muhammad; Raza, Ali; Rafiq, Muhammad
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-04-2022-0530
This study aims to investigate the role of environmentally specific authentic leadership (ESAL) and cognitive-affective path systems (team passion and goal clarity) in enhancing green creativity at the team level.Design/methodology/approachData were collected from hotel employees through a structured questionnaire.FindingsAccording to the investigation of 130 teams, ESAL influences team green creative behavior (TGCB), and this link was mediated by the team environmental goal clarity (TEGC). Furthermore, the study also finds a moderating role of team environmental harmonious passion (TEHP) between the hypothesized links. Based on these findings, the study discusses theoretical and practical implications.Practical implicationsHospitality organizations looking to encourage teams to participate in TGCB as a whole should make sure that leaders are able to express their true selves. Further, leaders should focus on developing team members’ environmental passion and awareness of their TGCB.Originality/valueTo the best of the authors’ knowledge, this is the first study that summarizes the literature on ESAL, TEHP and TEGC in the new managerial framework of TGCB. The analysis also advances the creativity literature by further expanding green creativity research to the hotel/ tourism discipline and adding authentic leadership to the subtle body of predictors for green creativity at the team level.
Linking customer mistreatment to employees’ helping behaviour: a self-efficacy perspective of autonomous and dependent helpingWu, Haibo; Chen, Mengsang; Wang, Xiaohui
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-12-2021-1491
Drawing on the self-cognitive theory, this study aims to propose a conceptual model that links customer mistreatment with different types of helping behaviors through the self-efficacy mechanism.Design/methodology/approachThe empirical analysis made use of the original data of three hotels located in southern China. The authors tested the hypotheses with a three-wave survey of a sample of 430 frontline workers in 95 groups.FindingsCustomer mistreatment may reduce employees’ self-efficacy, which has both positive and negative effects depending on the type of helping. Moreover, the coworkers’ supporting climate buffered the influence of self-efficacy on autonomous and dependent helping.Originality/valueThe authors resolve the ambiguity surrounding customer mistreatment-helping and self-efficacy-helping relations. Thus, the authors extend the knowledge on the influence of customer mistreatment and self-efficacy on helping behaviors by establishing that both positive and negative effects may exist depending on the type of helping. Moreover, this study identifies the predictive role of self-efficacy in autonomous and dependent helping.
Live streaming: pushing limits of hospitality and tourism online experiencesHua, Nan; Li, Bin; Zhang, Tingting (Christina)
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-07-2022-0810
This paper aims to propose a hospitality and tourism live-streaming (HTLS) experience cocreation model based on a critical reflection of extant literature to capture the governing structure of HTLS experiences and reveal the mechanisms under which HTLS works.Design/methodology/approachTo ensure that critical reflections and insights produced by this study are meaningful and contribute to the body of knowledge and practices, the authors have adopted a robust methodology comprising systematic searching, evaluating and conceptualizing.FindingsA conceptual model is developed around three critical and intimately related domains of HTLS experiences: the governing framework of HTLS content cocreation based on stakeholder theory; the structural relationships between HTLS content, IT affordance and HTLS experiences; and the conceptual structure of HTLS experiences based on personal engagement theory.Practical implicationsSeveral practical implications follow from this study. First, it is critical to understand that both HTLS content and experience are affected by multiple stakeholders. Second, stakeholder interactions and cocreation determine consumer experiences. Third, practitioners should take advantage of the understanding of HTLS stakeholder attributes. Fourth, attention should be paid to IT affordance. And lastly, a tiered structure appears to govern consumer engagement in HTLS.Originality/valueLive-streaming studies are still in their infancy stage in hospitality and tourism, with only nine papers related to HTLS published in peer-reviewed journals until May 2022. This study reviewed a carefully selected collection of 15 live-streaming-related articles and proposed a conceptual HTLS experience cocreation model. Moreover, the existing studies in live streaming are synthesized, with important themes identified, as well as practical and theoretical trends explored.
Effects of reputation on guest satisfaction: from the perspective of two-sided reviews on AirbnbYe, Qiang; Liang, Sai; Wei, Zaiyan; Law, Rob
2023 International Journal of Contemporary Hospitality Management
doi: 10.1108/ijchm-09-2022-1170
From the perspective of two-sided review systems, this study aims to investigate how guests’ prior reputation influences their subsequent satisfaction on Airbnb.Design/methodology/approachThis study applied a conceptual framework based on social capital theory to explain the effect of guests’ reputation decided by hosts’ prior evaluations on their subsequent satisfaction. The authors collected 96,204 guest reviews posted for 17,325 properties on Airbnb and used the review polarity to measure guest satisfaction. All historical evaluations generated by hosts for each guest were collected and treated as a proxy of guest reputation. Ordinary least squares regressions were conducted to estimate the effect of guests’ reputation on their subsequent satisfaction.FindingsResults show that guests whose historical evaluations have higher valences or larger variations tend to be more satisfied in their subsequent bookings. However, the number of reviews that guests received from hosts in the past does not influence their subsequent satisfaction.Research limitations/implicationsThis study provides new insights into the hospitality literature by identifying the influencing factors of guest satisfaction on peer-to-peer rental platforms from the perspective of two-sided review systems. Results also present practical implications to property owners and website designers to gain a deeper understanding of the determinants of guest satisfaction and the consequences of social interactions between hosts and guests.Originality/valueThis study is a novel attempt that analyzes the effect of guests’ reputation on their satisfaction with subsequent bookings based on two-sided review systems on peer-to-peer rental platforms. Thus, this study provides a starting point for investigating how two-sided review systems affect use behavior on peer-to-peer rental platforms.