Pub Date : 2022-03-16DOI: 10.1080/1528008X.2022.2052395
Emmanuel Twumasi Ampofo, Caroline Ampofo, S. Nkrumah, E. Ameza-Xemalordzo
ABSTRACT Our study examines the impact of abusive supervision on affective organizational commitment (AOC). The study further examines work engagement (WENG) and job satisfaction (JSAT) as mediating mechanisms in the relationship between abusive supervision and AOC. The aforesaid hypothesized relationships were tested utilizing data gathered from frontline employees in upscale hotels in two waves in Ghana. We tested the hypothesized relationships using structural equation modeling. The findings reveal that abusive supervision is not significantly related to AOC. However, the findings demonstrate that WENG and JSAT fully mediate the relationship between abusive supervision and AOC. Theoretical and practical implications of the findings are discussed.
{"title":"The Effect of Supervisor’s Abuse on Hotel Employees’ Job Satisfaction, Affective Organizational Commitment and Work Engagement","authors":"Emmanuel Twumasi Ampofo, Caroline Ampofo, S. Nkrumah, E. Ameza-Xemalordzo","doi":"10.1080/1528008X.2022.2052395","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2052395","url":null,"abstract":"ABSTRACT Our study examines the impact of abusive supervision on affective organizational commitment (AOC). The study further examines work engagement (WENG) and job satisfaction (JSAT) as mediating mechanisms in the relationship between abusive supervision and AOC. The aforesaid hypothesized relationships were tested utilizing data gathered from frontline employees in upscale hotels in two waves in Ghana. We tested the hypothesized relationships using structural equation modeling. The findings reveal that abusive supervision is not significantly related to AOC. However, the findings demonstrate that WENG and JSAT fully mediate the relationship between abusive supervision and AOC. Theoretical and practical implications of the findings are discussed.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"429 - 452"},"PeriodicalIF":3.3,"publicationDate":"2022-03-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46895341","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-03-15DOI: 10.1080/1528008X.2022.2051220
Wen-Jung Chen
ABSTRACT In the face of fierce competition in the hospitality industry, it is significant to constantly seek innovations and changes, and exhibit innovative service behaviors to attract tourists. There is still a lack of research on the topic of innovative service in the field of hospitality. From the perspective of internal customers, it is more important to explore the organizational system, management style, and the feelings and behaviors of internal customers in the internal marketing aspect in the service-oriented hospitality industry. Therefore, this study aimed to explore the relationship among internal service climate, internal service quality, employees’ job satisfaction, and their innovative service behaviors. The study methods included confirmatory factor analysis, correlation analysis, variance analysis, and regression analysis. Based on a survey comprising 284 employees who worked at the front office (e.g., concierge and room clerk) and the F & B department, the research found that internal service climate and internal service quality have positive effects on employee job satisfaction, through which they stimulate innovative service behaviors among employees. Furthermore, the results contribute to our understanding that only the tangible internal service quality has a significant impact on employees’ job satisfaction and innovative service behaviors. Moreover, these findings provide critical, strategic, theoretical, and practical implications to help hoteliers assure and project an internal service and human resource management that aid in their employees’ innovative service behaviors.
{"title":"Innovative Service Behaviors of Hotel Employees: An Internal Service Perspective","authors":"Wen-Jung Chen","doi":"10.1080/1528008X.2022.2051220","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2051220","url":null,"abstract":"ABSTRACT In the face of fierce competition in the hospitality industry, it is significant to constantly seek innovations and changes, and exhibit innovative service behaviors to attract tourists. There is still a lack of research on the topic of innovative service in the field of hospitality. From the perspective of internal customers, it is more important to explore the organizational system, management style, and the feelings and behaviors of internal customers in the internal marketing aspect in the service-oriented hospitality industry. Therefore, this study aimed to explore the relationship among internal service climate, internal service quality, employees’ job satisfaction, and their innovative service behaviors. The study methods included confirmatory factor analysis, correlation analysis, variance analysis, and regression analysis. Based on a survey comprising 284 employees who worked at the front office (e.g., concierge and room clerk) and the F & B department, the research found that internal service climate and internal service quality have positive effects on employee job satisfaction, through which they stimulate innovative service behaviors among employees. Furthermore, the results contribute to our understanding that only the tangible internal service quality has a significant impact on employees’ job satisfaction and innovative service behaviors. Moreover, these findings provide critical, strategic, theoretical, and practical implications to help hoteliers assure and project an internal service and human resource management that aid in their employees’ innovative service behaviors.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"380 - 401"},"PeriodicalIF":3.3,"publicationDate":"2022-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48623896","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-03-11DOI: 10.1080/1528008X.2022.2050876
S. Almeida, Ana Ramires, João Marinho
ABSTRACT One of the ways hoteliers can gain a competitive advantage is by increasing their digital footprint, which includes a hashtag strategy. In fact, hashtags have become an integral part of social networks, but are often not properly implemented in the hotel sector. The purpose of this study is to explore the importance of hashtags as an effective tool for a hotel’s online marketing strategy, with a particular focus on Instagram. The objective of this research is to provide an in-depth analysis of the hotel chains’ Instagram accounts with the most followers in Portugal and Spain. To such end, ten hotel chains were analyzed in both countries. Desk research was carried out to identify the sample and to consider metrics such as: number of mentions, hashtag reach, likes, comments and followers. The hotel with the most Instagram mentions is the Ushuaia Beach Hotel in Spain and the Six Senses Douro Valley in Portugal. By means of this last example, results showed that the average of likes, and comments increased significantly with the use of hashtags. Therefore, it is possible to ascertain that the use of hashtags increases the engagement of followers with the hotel brand.
{"title":"Hashtags – a keystone of Instagram in the hotel digital strategy. An Iberian case study","authors":"S. Almeida, Ana Ramires, João Marinho","doi":"10.1080/1528008X.2022.2050876","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2050876","url":null,"abstract":"ABSTRACT One of the ways hoteliers can gain a competitive advantage is by increasing their digital footprint, which includes a hashtag strategy. In fact, hashtags have become an integral part of social networks, but are often not properly implemented in the hotel sector. The purpose of this study is to explore the importance of hashtags as an effective tool for a hotel’s online marketing strategy, with a particular focus on Instagram. The objective of this research is to provide an in-depth analysis of the hotel chains’ Instagram accounts with the most followers in Portugal and Spain. To such end, ten hotel chains were analyzed in both countries. Desk research was carried out to identify the sample and to consider metrics such as: number of mentions, hashtag reach, likes, comments and followers. The hotel with the most Instagram mentions is the Ushuaia Beach Hotel in Spain and the Six Senses Douro Valley in Portugal. By means of this last example, results showed that the average of likes, and comments increased significantly with the use of hashtags. Therefore, it is possible to ascertain that the use of hashtags increases the engagement of followers with the hotel brand.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"311 - 329"},"PeriodicalIF":3.3,"publicationDate":"2022-03-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44002374","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-03-11DOI: 10.1080/1528008X.2022.2050877
Abdallah M. Elshaer, Asmaa M. Marzouk, G. Khalifa
ABSTRACT Employees have different perceptions and attitudes toward risks linked to the industry of tourism and hospitality and tend to be risk-taking or risk-averse by putting themselves in risky situations or exposing others to harm. Therefore, this paper tries to identify the antecedents that form their perceptions and attitudes to risks in Egyptian hotels and travel agencies and examines the mediating role of risk perception as well. One of the study’s key advantages is the respondent-matching data, derived from 18 privately-owned hotels and 22 travel agencies. As a result, based on horizontal segregation, the study’s target sample was non-administrative responsibility occupations. Findings revealed that employees’ accumulated beliefs and knowledge were found to have a positive impact on risk perception and risk attitude. Importantly, risk perception plays a mediating role between the identified constructs and employees’ risk attitudes. The originality of this study lies in its attempt to analyze the perception and attitude of employees, not tourists or customers, and focus on two destination regions that witnessed human-made risks.
{"title":"Antecedents of Employees’ Perception and Attitude to Risks: The Experience of Egyptian Tourism and Hospitality Industry","authors":"Abdallah M. Elshaer, Asmaa M. Marzouk, G. Khalifa","doi":"10.1080/1528008X.2022.2050877","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2050877","url":null,"abstract":"ABSTRACT Employees have different perceptions and attitudes toward risks linked to the industry of tourism and hospitality and tend to be risk-taking or risk-averse by putting themselves in risky situations or exposing others to harm. Therefore, this paper tries to identify the antecedents that form their perceptions and attitudes to risks in Egyptian hotels and travel agencies and examines the mediating role of risk perception as well. One of the study’s key advantages is the respondent-matching data, derived from 18 privately-owned hotels and 22 travel agencies. As a result, based on horizontal segregation, the study’s target sample was non-administrative responsibility occupations. Findings revealed that employees’ accumulated beliefs and knowledge were found to have a positive impact on risk perception and risk attitude. Importantly, risk perception plays a mediating role between the identified constructs and employees’ risk attitudes. The originality of this study lies in its attempt to analyze the perception and attitude of employees, not tourists or customers, and focus on two destination regions that witnessed human-made risks.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"330 - 358"},"PeriodicalIF":3.3,"publicationDate":"2022-03-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46027908","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-02-25DOI: 10.1080/1528008X.2022.2042884
Mengda Jiang, Junyi Li, Yi Du
ABSTRACT As an important component of the travel experience, tourists’ emotional experience plays a key role in tourists’ satisfaction and behavioral intentions. This research starts from two perspectives of on-site emotional experience and memory emotional experience and combines the emotional profile with the individual’s spatial and temporal activities to understand the individual’s travel experience more deeply. This study takes the Emperor Qinshihuang’s Mausoleum Site Museum as a case study, obtains multi-source research data through offline field investigation and online web crawlers, and explores tourists’ emotional experiences from two perspectives of on-site emotion and memory emotion. This study draws the emotional map of tourists in the scenic area based on the characteristics of the types of emotional experience and the law of time and space in the scenic area.
{"title":"From On-site to Memory: Study on the Spatial Characteristics of Tourists’ Emotional Experiences","authors":"Mengda Jiang, Junyi Li, Yi Du","doi":"10.1080/1528008X.2022.2042884","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2042884","url":null,"abstract":"ABSTRACT As an important component of the travel experience, tourists’ emotional experience plays a key role in tourists’ satisfaction and behavioral intentions. This research starts from two perspectives of on-site emotional experience and memory emotional experience and combines the emotional profile with the individual’s spatial and temporal activities to understand the individual’s travel experience more deeply. This study takes the Emperor Qinshihuang’s Mausoleum Site Museum as a case study, obtains multi-source research data through offline field investigation and online web crawlers, and explores tourists’ emotional experiences from two perspectives of on-site emotion and memory emotion. This study draws the emotional map of tourists in the scenic area based on the characteristics of the types of emotional experience and the law of time and space in the scenic area.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"279 - 310"},"PeriodicalIF":3.3,"publicationDate":"2022-02-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42368130","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-02-10DOI: 10.1080/1528008X.2021.1995567
Nahye Cho, Youngok Kang, J. Yoon, Soyeon Park, Jiyeon Kim
ABSTRACT As social network service usage is rapidly surging in our daily life, social network service data plays a crucial role in identifying region of attractions and analyzing tourism destination image. In recent years, the computer vision technology is just beginning to be applied in the tourism field through the transfer learning of a deep learning model. However, the pre-trained models have limitations of properly classifying the photos with the unique landscape or specific elements of the tourism destination. With the purpose of going beyond these limitations, we generated a tourists’ photo classification reflecting regional characteristics and developed a deep learning model to classify photos according to this classification. Through the analysis of 168,216 Flickr photos, we analyzed the tourism destination image of Seoul. Key findings are that (1) tourists prefer to enjoy local food, to visit authentic traditional palaces, and to see inherent cityscape which can be uniquely enjoyed in Seoul, (2) tourist attractive factors differ by region of attractions, (3) tourist preferences differ by continent. This study has novelty in that it develops a tourist’s photo classification suitable for regional characteristics and analyzes tourism destination image by classifying photos using an artificial intelligence technology.
{"title":"Classifying Tourists’ Photos and Exploring Tourism Destination Image Using a Deep Learning Model","authors":"Nahye Cho, Youngok Kang, J. Yoon, Soyeon Park, Jiyeon Kim","doi":"10.1080/1528008X.2021.1995567","DOIUrl":"https://doi.org/10.1080/1528008X.2021.1995567","url":null,"abstract":"ABSTRACT As social network service usage is rapidly surging in our daily life, social network service data plays a crucial role in identifying region of attractions and analyzing tourism destination image. In recent years, the computer vision technology is just beginning to be applied in the tourism field through the transfer learning of a deep learning model. However, the pre-trained models have limitations of properly classifying the photos with the unique landscape or specific elements of the tourism destination. With the purpose of going beyond these limitations, we generated a tourists’ photo classification reflecting regional characteristics and developed a deep learning model to classify photos according to this classification. Through the analysis of 168,216 Flickr photos, we analyzed the tourism destination image of Seoul. Key findings are that (1) tourists prefer to enjoy local food, to visit authentic traditional palaces, and to see inherent cityscape which can be uniquely enjoyed in Seoul, (2) tourist attractive factors differ by region of attractions, (3) tourist preferences differ by continent. This study has novelty in that it develops a tourist’s photo classification suitable for regional characteristics and analyzes tourism destination image by classifying photos using an artificial intelligence technology.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"23 1","pages":"1480 - 1508"},"PeriodicalIF":3.3,"publicationDate":"2022-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46128074","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-02-05DOI: 10.1080/1528008X.2022.2035296
Andrea Pesaresi, S. Abbasian
ABSTRACT The fact that traditional information sources are neglected by tour operators and the statement arguing that digital information sources, contrarily to traditional paper ones, allow the projection of modern and innovative destination images, served as a starting point for this study. The aim of this research is to determine what destination images of Italy are projected by traditional and digital information sources from 15 Scandinavian tour operators. A qualitative method based on secondary data (1306 photographs) and a thematic analysis has been employed. Images from catalogs mainly illustrate Italy with hidden mass tourism, famous Italy, and culture, while images from social media accounts mainly represent Italy with mass tourism, unfamiliar Italy, and culture. Further, each Scandinavian country focuses on specific features of Italy. This research has implications for Scandinavian tour operators, DMOs (Destination Management Organizations) in Italian cities and for Scandinavian tourists to Italy, suggesting how displaying images more consistent with reality would better match the customers’ need for information through photographs and more accurately form and shape their pre-travel expectations.
{"title":"Reality and Fiction: Scandinavian Tour Operators’ Image of Italy through Photographs","authors":"Andrea Pesaresi, S. Abbasian","doi":"10.1080/1528008X.2022.2035296","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2035296","url":null,"abstract":"ABSTRACT The fact that traditional information sources are neglected by tour operators and the statement arguing that digital information sources, contrarily to traditional paper ones, allow the projection of modern and innovative destination images, served as a starting point for this study. The aim of this research is to determine what destination images of Italy are projected by traditional and digital information sources from 15 Scandinavian tour operators. A qualitative method based on secondary data (1306 photographs) and a thematic analysis has been employed. Images from catalogs mainly illustrate Italy with hidden mass tourism, famous Italy, and culture, while images from social media accounts mainly represent Italy with mass tourism, unfamiliar Italy, and culture. Further, each Scandinavian country focuses on specific features of Italy. This research has implications for Scandinavian tour operators, DMOs (Destination Management Organizations) in Italian cities and for Scandinavian tourists to Italy, suggesting how displaying images more consistent with reality would better match the customers’ need for information through photographs and more accurately form and shape their pre-travel expectations.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"253 - 278"},"PeriodicalIF":3.3,"publicationDate":"2022-02-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42234977","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-02-03DOI: 10.1080/1528008X.2022.2029666
Biao He, Li Li, Juan Wang, J. Li, Lian Zhu
ABSTRACT Tourist-related activities continuously increase the competition for water, food, land, natural resources and the associated energy consumption. The input of per capita energy consumption boosts economic growth which also increases the greenhouse effect and global warming. While extensive research efforts have been devoted to exploring the future growth of tourism-related emissions, little attention has been given to evaluating the dynamic linkages among tourism development, CO2 emissions, and economic growth in a region where tourism is a pillar industry. This exploratory study selects Hainan Island, China, where tourism significantly contributes to the economic growth of the Island as an example. Data were obtained from the official statistics during the period 1986 to 2014. During that period of time period, Hainan has seen a faster growth in foreign and domestic tourism. The study aims at validating the environmental Kuznets curve (EKC) hypothesis and investigating the relationship between tourism-related economic growth and CO2 emissions by applying a bivariate vector autoregressive (VAR) model. The results of this study showed that there is no direct evidence to support the inverted-U relationship between tourism-related economic growth and CO2 emissions in this Island area. The specific implications for future research are also discussed.
{"title":"Investigating the Influence of Tourism on Economic Growth and Carbon Emissions: Evidence from Hainan Island, China","authors":"Biao He, Li Li, Juan Wang, J. Li, Lian Zhu","doi":"10.1080/1528008X.2022.2029666","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2029666","url":null,"abstract":"ABSTRACT Tourist-related activities continuously increase the competition for water, food, land, natural resources and the associated energy consumption. The input of per capita energy consumption boosts economic growth which also increases the greenhouse effect and global warming. While extensive research efforts have been devoted to exploring the future growth of tourism-related emissions, little attention has been given to evaluating the dynamic linkages among tourism development, CO2 emissions, and economic growth in a region where tourism is a pillar industry. This exploratory study selects Hainan Island, China, where tourism significantly contributes to the economic growth of the Island as an example. Data were obtained from the official statistics during the period 1986 to 2014. During that period of time period, Hainan has seen a faster growth in foreign and domestic tourism. The study aims at validating the environmental Kuznets curve (EKC) hypothesis and investigating the relationship between tourism-related economic growth and CO2 emissions by applying a bivariate vector autoregressive (VAR) model. The results of this study showed that there is no direct evidence to support the inverted-U relationship between tourism-related economic growth and CO2 emissions in this Island area. The specific implications for future research are also discussed.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"237 - 252"},"PeriodicalIF":3.3,"publicationDate":"2022-02-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42174727","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-02-02DOI: 10.1080/1528008X.2022.2026272
Munir Shehu Mashi, C. Subramaniam, Johanim Johari, Z. Hassan, Sadiq Suleiman Abubakar
ABSTRACT Drawing from the theory of social exchange and the theory of self-efficacy, there are two components to the objective of this paper: to investigate the impact of HR practices on employee service innovative behavior (ESIB) of hotel employees and to explore the moderating effect of creative self-efficacy (CSE) in this relationship. We hypothesized that hotel employees would demonstrate high ESIB should the relationship between HR practices and service innovative behavior is higher among employees with high CSE. Accordingly, survey data were collected from 293 employees and 101 immediate supervisors from 20 3-star hotels in Nigeria. The proposed model was then analyzed using Smart PLS 3.0. We found that hotel employee perceptions of information sharing, training, and development, and supportive supervision were directly and positively related to ESIB. However, the relationship between compensation system and ESIB was not supported in this study. In addition, the effects of training, compensation system, and supportive supervision on ESIB were moderated by CSE, in such a way that these relationships had stronger effects on the ESIB of employees with high levels of CSE rather than employees with low levels of CSE. Therefore, it is essential that the management invest in employees’ growth and development, particularly through information sharing, training and development, and supportive supervision in driving innovative behavior among its employees; and thus, the management should also be concerned about the levels of CSE in order to improve the ESIB of its employees.
{"title":"HR Practices and Hotel Employee Service Innovative Behavior: The Moderating Role of Creative Self-Efficacy","authors":"Munir Shehu Mashi, C. Subramaniam, Johanim Johari, Z. Hassan, Sadiq Suleiman Abubakar","doi":"10.1080/1528008X.2022.2026272","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2026272","url":null,"abstract":"ABSTRACT Drawing from the theory of social exchange and the theory of self-efficacy, there are two components to the objective of this paper: to investigate the impact of HR practices on employee service innovative behavior (ESIB) of hotel employees and to explore the moderating effect of creative self-efficacy (CSE) in this relationship. We hypothesized that hotel employees would demonstrate high ESIB should the relationship between HR practices and service innovative behavior is higher among employees with high CSE. Accordingly, survey data were collected from 293 employees and 101 immediate supervisors from 20 3-star hotels in Nigeria. The proposed model was then analyzed using Smart PLS 3.0. We found that hotel employee perceptions of information sharing, training, and development, and supportive supervision were directly and positively related to ESIB. However, the relationship between compensation system and ESIB was not supported in this study. In addition, the effects of training, compensation system, and supportive supervision on ESIB were moderated by CSE, in such a way that these relationships had stronger effects on the ESIB of employees with high levels of CSE rather than employees with low levels of CSE. Therefore, it is essential that the management invest in employees’ growth and development, particularly through information sharing, training and development, and supportive supervision in driving innovative behavior among its employees; and thus, the management should also be concerned about the levels of CSE in order to improve the ESIB of its employees.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"23 1","pages":"1623 - 1651"},"PeriodicalIF":3.3,"publicationDate":"2022-02-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42906123","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-01-22DOI: 10.1080/1528008X.2022.2029665
Aakash Aakash, Abhishek Tandon, Anu Gupta Aggarwal
ABSTRACT Online reviewers are site users who share their opinion & experience over the internet and influence the perception & purchasing intentions of potential customers. Therefore, considerable attention is needed to identify credible and trustworthy online reviewers. For marketing through electronic-word-of-mouth (eWOM), it is important to find those online reviewers who have the potential to spread the product image efficiently and can positively influence the buying intention of potential customers. In this paper, we develop an innovative model based on data envelopment analysis (DEA) to identify good quality reviewers that have a commendable impact on readers or potential customers, by considering the determinants related to credibility, trustworthiness, expertise, travel experience, and identity disclosure of online reviewers as inputs/outputs in the DEA-based models. We have also ranked the reviewers using the balance index (BI) based technique. The results of this paper will aid the e-marketers to understand the variables related to reviewers which help them in finding the highly influential reviewers available on their website. The managerial and theoretical implications are also discussed for the practitioners, business managers, and researchers in the e-service sector.
{"title":"Measuring online reviewer efficiency and ranking: A DEA based approach","authors":"Aakash Aakash, Abhishek Tandon, Anu Gupta Aggarwal","doi":"10.1080/1528008X.2022.2029665","DOIUrl":"https://doi.org/10.1080/1528008X.2022.2029665","url":null,"abstract":"ABSTRACT Online reviewers are site users who share their opinion & experience over the internet and influence the perception & purchasing intentions of potential customers. Therefore, considerable attention is needed to identify credible and trustworthy online reviewers. For marketing through electronic-word-of-mouth (eWOM), it is important to find those online reviewers who have the potential to spread the product image efficiently and can positively influence the buying intention of potential customers. In this paper, we develop an innovative model based on data envelopment analysis (DEA) to identify good quality reviewers that have a commendable impact on readers or potential customers, by considering the determinants related to credibility, trustworthiness, expertise, travel experience, and identity disclosure of online reviewers as inputs/outputs in the DEA-based models. We have also ranked the reviewers using the balance index (BI) based technique. The results of this paper will aid the e-marketers to understand the variables related to reviewers which help them in finding the highly influential reviewers available on their website. The managerial and theoretical implications are also discussed for the practitioners, business managers, and researchers in the e-service sector.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"211 - 236"},"PeriodicalIF":3.3,"publicationDate":"2022-01-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48908559","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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