Journal of Hospitality and Tourism Insights

Aksu, Akin; Albayrak, Tahir; Caber, Meltem

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-10-2020-0188

This study aims to explore the components of eco-service quality at hotels and to cluster hotel customers based on their eco-service quality perceptions.Design/methodology/approachA quantitative research approach was adapted, and a survey study was performed on Russian tourists staying at the hotels located in Antalya, Turkey. Factor analysis results showed that the eco-service quality variable contains the dimensions of equipment, practice and staff and food. These factors were used to cluster hotel customers, and two groups were obtained as sensitive customers to eco-services and apathetic customers to eco-services. Cluster-based differences were identified by a series of cross-tabulations and regression analyses.FindingsSome socio-demographic and travel choice-related differences were obtained between the customer groups. The results of regression analyses showed that the most important determinant of sensitive customers' overall satisfaction was equipment, which was followed by staff and food and practice. The only significant determinant of apathetic customers' overall satisfaction was equipment.Practical implicationsHotel customers, who have different socio-demographic characteristics, are identified to have also distinct perceptions on the quality of eco-friendly equipment or services. Hence, hotel managers are suggested to develop proactive and value-generating environmentally friendly practices that appeal to different market segments. However, hotel managers should decide on prior areas and prefer low-cost options when “going green”, as some customer-groups do not notice such efforts.Originality/valueFrom the theoretical point of view, this study is original in showing the dimensional structure of the eco-service quality construct and the impact of each dimension on hotel customers' overall satisfaction. Both theoretically and practically, the findings offer valuable implications about the behavioural tendencies of Russian tourists towards eco-hotel practices.

Ugwu, Fabian Onyekachi; Onyishi, Ernest Ike; Anozie, Okechukwu O.; Ugwu, Lawrence Ejike

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-06-2020-0113

In this paper, the impact of customer incivility on work engagement was investigated. The authors also explored whether supervisor positive gossip and workplace friendship prevalence moderated the impact of customer incivility on work engagement in the Nigerian context.Design/methodology/approachThe authors used a time-lagged design to collect data from 258 frontline casual dining restaurant employees across city centers in South-eastern Nigeria who completed Time 1 and Time 2 paper surveys after a one-month interval.FindingsStructural equation modeling (SEM) revealed that while customer incivility was negatively lx`inked to work engagement, supervisor positive gossip and workplace friendship prevalence were positively linked to work engagement. It was also found that both supervisor positive gossip and workplace friendship prevalence moderated the negative connection between customer incivility and work engagement.Practical implicationsOne proactive way to forestall the negative impact of customer incivility on work engagement is for managers to devise approaches to decrease the impact of uncivil customer behaviors, such as developing an atmosphere that engenders friendship and speaking positively to subordinates about other employees' work behaviors.Originality/valueAlthough increased scholarly attention has been paid to workplace incivility, customer incivility has not been sufficiently addressed. Earlier research on workplace gossip is influenced by the widely-held belief that gossip is often negative, with far less attention given to the sunny side of gossip. This study is one of the earliest efforts to examine the moderating roles of supervisor positive gossip and workplace friendship prevalence in the negative link between customer incivility and work engagement in the hospitality industry.

Seidu, Samira; Opoku Mensah, Abigail; Issau, Kassimu; Amoah-Mensah, Aborampah

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-11-2020-0208

The purpose of the study is to examine performance differentials in the hospitality industry through organisational culture.Design/methodology/approachThe study adopted the positivism philosophy, thus relying on the quantitative approach. A structured questionnaire was deployed to gather data from 162 sampled respondents.FindingsThe study finds that mission, involvement and consistency as dimensions of organisational culture have a significant positive relationship with performance of the hotels. However, adaptability as an organisational culture dimension has no statistically significant relation with performance.Practical implicationsThrough this study, key stakeholders in the hospitality industry will understand that deploying organisational culture in businesses is important in enhancing performance of businesses.Originality/valueThe study is underpinned by the organisational excellence theory, and its main contribution to the literature is by proposing that when firms deploy excellent cultural attributes, their performance will improve.

Ruiz-Equihua, Daniel; Casaló, Luis V.; Romero, Jaime

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-10-2020-0193

Online reviews have received research attention in recent years, as they work as precursors of consumer behaviors. Previous studies have suggested that the influence of online reviews may vary across generations. However, the previous literature has not analyzed yet whether millennials and Generation X react differently to online reviews. This study aims to shed light on this by analyzing whether the attitudes and behavioral intentions generated by online reviews are different for these two generational cohorts.Design/methodology/approachAn experimental procedure was designed to manipulate online review valence; data were collected from 351 respondents in two samples, Generation X and millennial participants.FindingsResults suggested that positive online reviews generate more positive customer attitudes and booking intentions than negative online reviews. In addition, Generation X vs millennials moderates the link among online review valence, attitudes and booking intentions. The resultant behaviors from online reviews are more intense among Generation X than for millennials.Practical implicationsManagers should be aware of online review valence and their customers' generational cohort, that is, whether they are millennials or Generation X, as they react differently to online reviews.Originality/valueThis research examines the moderating role of millennials and Generation X in the relationship between online reviews, consumer attitudes and behavioral intentions. The aim is to explain how millennial and Generation X consumers react to eWOM, that is, whether generational cohort mitigates or enhances the effects of positive vs negative online reviews on consumer reactions.

Schwaiger, Katrin; Zehrer, Anita; Spiess, Teresa

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-12-2020-0234

This study determines the influence of employer image on industry attractiveness in small and medium-sized hospitality firms by using the instrumental-symbolic framework adapted from marketing literature.Design/methodology/approachA total of 405 employees and 429 family firm owners in Bavaria were surveyed using a quantitative research design. The authors used linear and hierarchical multiple regression analyses for hypothesis testing using the variables included in the instrumental-symbolic employer image framework.FindingsThe study revealed differences in perception between employees and owners. Data showed that employees' ratings for instrumental attributes, such as job security and income options, and symbolic attributes, such as industry attractiveness, significantly differ from those of owners. Consistent with the instrumental-symbolic framework, owners' perceptions of symbolic attributes predicted their perceived industry attractiveness.Practical implicationsOwners may examine how their industry's image needs to be changed to gain positive perception by current and potential employees. Policymakers may benefit from the study’s results that may help them find the right focal points for strategies in promoting Bavaria's hospitality sector. As a result, an adequate and positive image is created that attracts workers for this sector.Originality/valueThe study addresses the rather under-researched stakeholder group of existing hospitality employees, particularly with respect to employer image. Furthermore, owners and employees are compared, regardless of their individually different relationships to the business. Employer image is connected with overall perceived industry attractiveness, stating that the industry comprises individual employing businesses and thus depends on employer image.

Kırıcı Tekeli, Ezgi; Özkoç, Aziz Gökhan

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-11-2020-0216

It is understood that the personality traits and intelligence levels of the tourist guides directly or indirectly affect their ability to solve the problems they encounter on tours. This study aims to test whether emotional intelligence has an intermediary effect on the problem-solving skills of professional tourist guides with perfectionist personality traits.Design/methodology/approachField research was conducted within the study to analyze suggestions on the interaction of variables on an empirical basis, and data were collected using interview, document review and survey technique. Thus, the mixed-methods approach was used in the study. Within the scope of this study in which 410 professional tourist guides were surveyed, a substantial part of the research data was obtained through the application of the survey technique. Besides, interviews were carried out with 12 professional tourist guides. The clues obtained by the qualitative study were transformed into hypotheses within the scope of the quantitative study, and the intermediary effect was tested.FindingsA relationship between the main themes, sub-themes and codes was determined within the framework of the qualitative method. As a result of the mediation test, it has been revealed that emotional intelligence has an intermediary role in the relationship between perfectionism and problem-solving skills. According to the results of bootstrapping, the indirect effect of emotional intelligence on perfectionism and problem-solving skills was found out to be significant.Practical implicationsThe study acknowledged that positive perfectionism, high emotional intelligence and problem-solving skills contributed to the professional tourist guides being willing to provide better service. In tune with the assumption that the more the quality of the tours carried out through agencies increases, the more satisfied tourists are; the study implicated that it would be advisable for agencies to prioritize the trainings provided for their tour guides to enhance their positive perfectionist, emotionally intelligent personalities and problem-solving skills. Given that professional tourist guides may create a positive country image with the quality service they provide, the significance of such trainings stretch beyond the benefits of such organizations.Originality/valueRelevant variables were analyzed with a mixed method and applied on professional tourist guides.

Zia, Muhammad Qamar; Naveed, Muhammad; Bashir, Muhammad Adnan; Iqbal, Asif

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-01-2021-0003

Drawing from social exchange theory, the purpose of this study is to investigate the influence of servant leadership on organizational citizenship behavior, turnover intentions and work performance through mediating role of job embeddedness.Design/methodology/approachThe data were gathered from 252 frontline employees of Pakistan's hotel industry in two-time lags with an interval of two months by using purposive sampling. PLS-SEM was applied for the analysis of data and hypothesis testing.FindingsThe study ascertained that job embeddedness is a potent mediator between the nexus of servant leadership and aforementioned work outcomes. The study results portray that servant leadership promotes job embeddedness, OCB, work performance and reduces turnover intentions.Research limitations/implicationsHotel management can use job embeddedness to boost servant leadership and reduce turnover intentions. In addition, management should also increase servant leadership by organizing training and workshops for their managers, which ultimately improves followers' organizational citizenship behavior and work performance.Practical implicationsHotel management can use job embeddedness to boost OCB, work performance and reduce turnover intentions. In addition, management should also increase servant leadership by organizing training and workshops for their managers, which ultimately improves followers' citizenship behavior and work performance.Originality/valueThere are numerous calls for research to ascertain as well as sparse literature available whether job embeddedness act as a mediator in the nexus of servant leadership and work outcomes or not. The current study fills these voids and contributes to the literature by empirically examining the mechanism of job embeddedness between servant leadership and the work outcomes.

Lee, Kiwon; Chuang, Ning Kuang; Lee, Seonjeong Ally; Israeli, Aviad A.

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-11-2020-0224

Crises influence individuals’ career development. The COVID-19 crisis has global impacts in financial, health and social aspects and service industries are at the forefront of the pervasive impacts. This study investigated how college students’ perceptions of COVID-19 interplayed with self-efficacy on their academic plans and further identified major differences between students in service-oriented and nonservice-oriented majors.Design/methodology/approachA self-administered online survey was conducted with 299 undergraduates at a large Midwestern university during COVID-19. Regression analyses, including conditional analyses, examined the study hypotheses using SPSS.FindingsThe results showed that, in general, students’ self-efficacy reduced their intentions to change their academic majors. The joint effects of self-efficacy and perception of COVID-19 diverged among students in nonservice-oriented majors but converged among students in service-oriented majors (e.g. hospitality and tourism). These students in the service fields showed more commitment to their current majors even as their concerns about the social implications of COVID-19 increased.Practical implicationsThis study suggests that academic institutions should try to improve students’ self-efficacy to maintain their career commitments during crisis times. Furthermore, service organizations should highlight the importance of social aspects as recovery from COVID-19 begins as a tool to recruit college graduates.Originality/valueThe literature on career decisions of students in service industries is quite limited. This study enriches the body of career decisions research in the context of service management by highlighting how service sectors are influenced by COVID-19.

Wei, Wei; Zheng, Yanyan; Zhang, Lu; Line, Nathaniel

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-10-2020-0205

Theme park experiences ubiquitously unfold in the presence of others. In acknowledgement of this important part of theme park consumption, this research set out to examine if other visitors help create an immersive environment and, in turn, memorable experiences for theme park visitors.Design/methodology/approachAn online survey was distributed to 561 theme park visitors. Structural equation modeling (AMOS 26) was used for testing the hypotheses in the proposed framework.FindingsResults of SEM analyses reveal the positive impact of perceived similarity on visitors' sense of immersion at theme parks and the memorability of the experience. In turn, memorable experiences further drive behavioral intentions (i.e., return intention and willingness to pay premiums).Practical implicationsThe findings provide suggestions for theme parks to leverage customer-to-customer interactions in order to create immersive and memorable visitor experiences.Originality/valueThis research marks one of the first attempts to approach customer-to-customer interactions (CCIs) at theme parks by empirically examining the impact of the perceived similarity of others on focal visitors' emotions and experiences.

Özekici, Yakup Kemal; Ünlüönen, Kurban

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-12-2020-0244

The present work attempts to investigate how restaurant staff perceive problematic customer behaviours (PCBs), the causes for PCBs and the core reasons that trigger such behaviour in restaurants.Design/methodology/approachThe root causes were determined by systematic grading and then aggregated in a fishbone diagram to illustrate the real antecedents. First, the data obtained from in-depth interviews based on the grounded theory approach, conducted with 29 frontline employees in restaurants, were categorised using open, axial and selective coding. Then the 26 causes identified were graded and arranged into six levels, forming a chained hierarchy for each behaviour.FindingsEgo-derived faults are among the key factors stemming from the personality of the customer, and the use of money as power is evident in such behaviours. In terms of issues related to social systems, the main factors were the structure of the sector, the “customer is always right” philosophy, other factors resulting from the local culture and the occupational image.Research limitations/implicationsFirst, more frequent and effective addressing of the sector structure can help employees feel more comfortable. Second, the study uncovers emotional and psychological aspects as core factors causing PCBs, paving the way for future studies.Practical implicationsTo prevent PCBs, it may be necessary to provide relevant training for employees, empower leadership for middle-level managers and set up a customer crediting system as well as a customer blacklist based on smart technologies.Originality/valueThis research is the first attempt to reveal the root causes of the factors behind PCBs by forming graded-reason chains and representing integrated PCBs in a fishbone diagram. Using this instrument, the paper investigates the insights of employees to address a topic that few studies have dealt with thus far.

Khawaja, Kausar Fiaz; Sarfraz, Muddassar; Rashid, Misbah; Rashid, Mariam

2022 Journal of Hospitality and Tourism Insights

doi: 10.1108/jhti-01-2021-0002

This study divulges the new concept of employees' withdrawal behavior during the global pandemic (COVID-19). The study's purpose is to draw new insights into workplace stressors and employee withdrawal behavior. The study also considers the mediating role of aggression and the moderating role of COVID-19 worry and cyberloafing.Design/methodology/approachThe study's statistical population consists of 384 frontline hotel employees from Pakistan's hospitality industry. Statistical analysis SPSS and AMOS were utilized to conduct Pearson's correlation and multilevel regression analysis. A Hayes process technique has been used for moderation and mediation analysis.FindingsThe results demonstrated that COVID-19 has a psychological effect on the employee's mental health and higher turnover intention during the current pandemic. Workplace stressor is significantly related to aggression and employee withdrawal behavior. Aggression mediates the relationship between workplace stressors and withdrawal behavior. The study results show that COVID-19 worry moderates between workplace stressors and aggression – notably, cyberloafing moderate aggression and withdrawal behavior.Practical implicationsThe government and hospitality organizations need to implement crisis management strategies in response to COVID-19. This research can help management in coping with employees' mental and psychological challenges. Employees' mental health has been affected during the current global health crises. Firms should encourage their employees psychologically while going for downsizing.Originality/valueThis study enhances the existing literature on the COVID-19 crisis in Pakistan's hospitality industry. This study contributes to new understandings of employees' withdrawal behavior in the hospitality industry. The research shows how COVID-19 affects employees' turnover, mental health and job performance in the hospitality industry. Employees are facing mental and physiological challenges during COVID-19. The study fills a considerable gap in the hospitality industry by exploring the role organization's crisis management during a global pandemic.