Recent history is replete with scandalous acts and charitable acts within the business community. Unfortunately, scandalous acts seem to occur with greater frequency than charitable acts – at least as reported in the broadcast and print media. An interesting corollary to the incidence of scandalous and charitable acts is the apparent differential involvement of men and women, particularly in scandals. This article explores a possible explanation for the apparent gender differential in involvement in scandals and acts of charity. Drawing on (...) a conceptual framework of three Fundamental Moral Orientations (FMOs) – selfishness, self-fullness, and selflessness – and relevant literature on gender effects, this article explores whether men and women are perceived as differing fundamentally in how they approach moral dilemmas. This phenomenon is examined with a sample of personnel (n = 682) from the hotel industry in Turkey. Results of the study indicate that gender has some effect on the perceived adoption of FMOs, and that these gender effects are generally consistent across age, educational level, and organizational rank categories. Implications of the findings are discussed. (shrink)

The current literature in artificial intelligence and robotics awareness focused on the dark side of AIRA. Accordingly, this study sheds light on the positive effect of AIRA on employee creativity by exploring how and when hotel employees may take proactive behavior facing the threat of AI and robotics to further stimulate creativity. Based on the work adjustment theory and the locus of control theory, this study constructs a moderating multiple mediation model to explain the influence of AIRA on employee (...) creativity, in which active learning and task crafting are used as mediating variables, and locus of control is used as moderating variable. Data collected from 264 employees in a Chinese hotel are used for empirical analysis. Results show that AIRA indirectly positively affects employee creativity via active learning and task crafting and Locus of control not only moderates the mediating effect of active learning between the relationship of AIRA and employee creativity but also moderates the mediating effect of task crafting between the relationship of AIRA and employee creativity. The theoretical and practical implications are discussed. (shrink)

The study examines the ontological similarity between the concept of competitor orientation and questionable intelligence-gathering efforts. Respondents from the hotel industry were surveyed with self-administered questionnaires. Exploratory factor analysis was carried out to identify the structure underlying variables of market orientation and ethical judgment on questionable intelligence-gathering efforts. The results suggest that the surveyed hotel managers are unable to distinguish the legitimate tactics of competitor orientation from the questionable practice of industrial espionage.

The hotel industry has been showing their responsibility towards sustainability by employing green practices in their daily operations. The area of sustainability in hospitality relates to incorporating sustainability in operations and focusing on practices like saving energy, using renewable energy, and recycling waste. The hotels are showing their commitment to sustainability indicators like social, economic, and environmental concerns and communicating about the same to their customers. With the help of sustainability measures, hotel practitioners can think beyond providing (...) the attractive physical features and create an elegant atmosphere. Sustainability can be used as an asset to improve the brand loyalty of the customers. The attitude and perception of consumers can be further enhanced with the help of indicators of sustainability. The focus of this paper is to provide an insight into the process of implementing sustainability practices in general and specifically about environmental initiatives in hospitality. In a developing nation like India, one of the driving forces for the hotel companies to start sustainability initiatives was compliance; however, now, the companies are using these sustainable practices in branding and developing a competitive advantage. (shrink)

Although previous studies have acknowledged that leaders’ such environmental behaviors and environmental issues are becoming critical for long-term development, little research has focused on why, how and when perceived environmentally specific servant leadership contributes to employees’ workplace environmentally friendly behavior in the hotel industry. This paper aims to fill this research gap by using social identity theory to test employees’ green role identity as a mediator and their perceived corporate environmental responsibility and perceived coworkers’ work group green advocacy (...) as moderators in the relationship between perceived environmentally-specific servant leadership and workplace environmentally friendly behavior. Using a sample of 527 leader-follower dyads from six hotels in mainland China at two points in time, we found that employees’ green role identity mediates the positive relationship between perceived environmentally specific servant leadership and employees’ workplace environmentally friendly behavior. Moreover, employees’ perceived corporate environmental responsibility and perceived coworkers’ work group green advocacy were found to positively moderate the relationship between perceived environmentally-specific servant leadership and green role identity and between green role identity and workplace environmentally friendly behavior, respectively. Theoretical and practical implications are discussed. (shrink)

The present study explores the discursive practice of the hospitality industry in addressing competence-based, benevolence-based, and integrity-based accusations of trust violation made by dissatisfied customers on TripAdvisor. Authentic negative online reviews written by dissatisfied customers and the corresponding responses by hotel management downloaded directly from TripAdvisor are analyzed qualitatively with Nvivo10. Results show that hotel management has the strongest preference for apology, followed by implicit denial and then explicit denial when dealing with the three different types of (...) accusations of trust violation. The findings will enhance our understanding of trust and its repair, and benefit hospitality practitioners responsible for handling online criticisms and complaints. (shrink)

By measuring the level of CSR communication carried out by hotels located in the Colombian Caribbean region and identifying the main determinant factors influencing this level (including pressure from the different stakeholders), this paper contributes to deepening our understanding of the antecedents of CSR communication in small and medium‐sized enterprises (SMEs) operating in emerging economies and, particularly, in the hotel industry, for which no previous studies on this topic could be uncovered. The results reveal that the level of (...) CSR disclosure is low in the region and that the size of the hotel, the pressure from government agencies, and the age and educational background of the hotel’s top manager have a significant influence on the level of CSR communication. Results indicate a reactive approach to CSR communication confirming the prominent role played by government agencies, thus contributing to gain a richer understanding of institutional influences on CSR in Latin American countries. In terms of practical implications, findings suggest that governments should play a more active role in stimulating CSR communication in emerging countries, particularly in the case of SMEs. (shrink)

High turnover rate is one of the striking features of the hotel industry and one of the most significant challenges. High turnover rate causes substantial costs for recruitment, selection and training in hotels, on the other hand, it also leads to negative consequences such as the decline of organizational performance and service quality. Thus, it is necessary to search for the root causes of turnover and put forward solutions. This study was designed to examine the impact of psychological (...) capital, organizational commitment, and job satisfaction on turnover intention among hotel employees. Additionally, it aimed to test the mediating roles of job satisfaction and organizational commitment. The data were obtained from 228 hotel customer-contact employees with a time lag of two weeks in three waves in Kuala Lumpur based on convenience sampling. A series of structural equation modeling analyses were utilized to investigate hypothesized relationships. The results reveal that there exists a significant and negative impact of PsyCap on employees’ turnover intention and this correlation is partially mediated through two job attitudes. That is to say, to retain hotel talents, five-star hotel management should take proper measures to help employees obtain and maintain positive psychological resources such as PsyCap, on the other hand, how to cultivate positive job attitudes and strengthen their sense of identification and belonging for their organizations is supposed to be more focused on. (shrink)

In this paper, we investigated the quarantine hotel booking intention of potential consumers from a corporate social responsibility perspective. Mixed methods were adopted to explore the formation mechanisms of QH BI of potential consumers when the COVID-19 pandemic recedes. In Study 1, we constructed a theoretical model of QH BI of potential consumers based on grounded theory and put forward research propositions. In Study 2, we tested the robustness of the model and identified the mediating effect through two situational (...) experiments. The research results showed that: Potential customers are more willing to book QHs than normal hotels. Multiple mediating mechanisms are involved in the effect of the operation as a quarantine facility on BI of potential consumers, including “QH-corporate social responsibility -customer trust -BI” and “QH-CSR-customer gratitude -BI.” This research not only has theoretical significance for deepening and expanding social exchange theory and hotel CSR theories but also provides guidance for the participation of the hotel industry in the prevention and control of the COVID-19 pandemic and hotel marketing after the pandemic ends. (shrink)

Hospitality industry plays a crucial role in the development of tourism. Predicting the future demand of a hotel is a key step in the process of hotel revenue management. Hotel passenger flow prediction plays an important role in guiding the formulation of hotel pricing and operating strategies. On the one hand, hotel passenger flow prediction can provide decision support for hotel managers and effectively avoid the waste of hotel resources and loss of (...) revenue caused by the loss of customers. On the other hand, it is the guarantee of the priority occupation of business opportunities by hotel enterprises, which can help hotel enterprises adjust their operation strategies reasonably to better adapt to the market situation. In addition, hotel passenger flow prediction is helpful to judge the overall operating condition of the hotel industry and assess the risk level of the hotel project to be built. Hotel passenger flow is affected by many factors, such as weather, environment, season, holidays, economy, and emergencies, and has the characteristics of complex nonlinear fluctuation. The existing demand predicting methods include linear methods and nonlinear methods. The linear prediction methods rely on the stability of environment and time series, so they cannot completely simulate the complex nonlinear fluctuations characteristics of hotel passenger flow. Traditional nonlinear prediction methods need to improve the prediction accuracy, and they are difficult to deal with the increasing data of hotel passenger flow. Based on the above analysis, this paper constructs a deep learning prediction model based on Long Short-Term Memory to predict the number of actual monthly arrival bookings. The number of actual monthly arrival bookings can reflect the actual monthly passenger flow of a hotel. The prediction model can effectively reduce the loss caused by cancellation or nonarrival of bookings due to various reasons and improve the hotel revenue. The experimental part of this paper is based on the booking demand dataset of a resort hotel in Portugal from July 1, 2015, to August 31, 2017. Artificial neural network and support vector regression are built as benchmark models to predict the number of actual monthly arrival bookings of this hotel. The experimental results show that, compared with the benchmark models, the LSTM model can effectively improve the prediction ability and provide necessary reference for the hotel's future pricing decision and operation mode arrangement. (shrink)

Increasingly it is recognised that the background characteristics of employees in the hotel industry affect their ethical behaviour in the service delivery process. In particular, the gender of employees in the hotel industry has been shown to affect the ethical conduct of employees. Despite this recognition, few empirical studies in Ghana have examined the relationship between the gender of employees in the hotel industry and their ethical behaviour. Based on a cross-sectional survey of 320 (...) randomly sampled hotel employees in the Kumasi Metropolis, Ghana, this paper will investigate the relationship between the gender of hotel employees and ethical behaviour in the performance of their daily service delivery roles. Data will be analysed using descriptive statistics and correlation analysis. Findings suggest that there are more male employees than females in the hotel industry in Kumasi. More males than females also occupy managerial positions. However, females were more likely to exhibit ethical conduct in the service delivery process than their male counterparts. The implications of these findings will be discussed. Conclusions will be drawn and recommendation for further research will also be indicated. (shrink)

This paper's purpose was to identify the key sources when formulating competitive advantages of hotel chains. The research assessed the financial activities performance included in annual hospitality industry reports and on their official websites; questioning of loyal and potential customers; the five-point Likert scale and the Pearson correlation coefficient were applied to understand the possible consumer reaction to a certain competitive advantage or its absence. The paper confirms the effectiveness of key sources used by management to win and (...) retain competitive advantages: despite strong dependence on the economic cycle phase etc., after the devastating crisis of 2007, 2008, but also to achieve sustainable growth. All the networks examined over the last decade have expanded their presence in international markets, diversified the portfolio of brands, increased the number of jobs and profits. It was also proved that the opinion of the final consumer is still not sufficiently taken into account in the assessment of the Pearson correlation coefficient (the latter allowed the authors to propose their own definition of the competitive advantage in the industry). The paper attempts for the first time to consider the competitive advantages of hotel chains from the point of view not only of theorists and business practitioners, but also with the view of the opinion of the services consumer; there were identified the discrepancies, which consideration would allow to increase the level of guest satisfaction and, accordingly, the efficiency of the hotel business. In future papers, the authors plan to verify the existence of a correlation between the degree of guest loyalty to a particular hotel network and the main financial results of its activities. (shrink)

There is a striking contrast between the significance of Harold Hotelling’s contribution to industrial economics and the fact that his location model was invalid, unrealistic and non-robust. It is difficult to make sense of the explanatory value of Hotelling’s model based on philosophical accounts that emphasize logical validity, representational adequacy, and robustness as determinants of explanatory value. However, these accounts are misleading because they overlook the context within which the explanatory value added of a model is apprehensible. We present Hotelling’s (...) model in its historical context and show why it is an important and explanatory model despite its apparent deficiencies. (shrink)

In 2017, Barth and Barber released the third edition of their textbook “Hospitality Law: Managing Legal Issues in the Hospitality Industry.” This review focuses on the scope and depth of the legal areas it covers. It examines whether the book strikes the right balance between practicality, feasibility, and conventions within the hotel industry. The authors aim to provide guidance to hospitality students and hospitality managers in developing legal literacy for their professional lives. The review finds that Barth (...) and Barber have successfully compiled a comprehensive and relevant compilation of legal issues within the hospitality industry. They support and illustrate their explanations with authentic case law and relevant examples, demonstrating the practicality of the work. While there may be some criticism regarding the depth of legal argumentation, it should be pointed out that this criticism should be viewed in light of the book's intended purpose. The primary goal was not to create an exhaustive analysis of the multi-faceted nuances in legal discourse within hospitality law. Instead, it aimed to sensitise and assist hospitality students and professional hospitality managers in the United States with their everyday decision-making processes. We suggest that the textbook could further benefit from integrating recent insights from applied (legal) linguistics and legal semiotics. It is concluded that the book remains a valuable resource for teaching hospitality law to non-legal professionals but also for researchers interested in the intersection of language and law in the hospitality industry. (shrink)

A grassroots protest against a large-scale confinement swine facility in Jackson Country, Michigan resulted in an out-of-court settlement that redressed the concerns of local residents. At the same time, the protest was instrumental in modifying state-level legislation to secure greater legal protection for intensive animal agriculture. The paper traces this ironic turn of events. Original efforts to regulate industrial agriculture were publicly reinterpreted by agribusiness as an assault on the "right to farm" of all farmers, regardless of scale and organizational (...) management. Responding to this perception and informed by agricultural science, the state instituted voluntary "right to farm" guidelines. These guidelines based on state-of-the-art techniques and technologies now shield conforming operations from local complaints and "nuisance suits." By contrast, the rights of smaller farmers and rural residents are selectively disadvantaged. (shrink)

Abusive supervision is quite common in the service industry. Employees’ proactive customer service performance is essential for the long-term development of service enterprises. This study enriches the antecedents of proactive customer service performance from a new theoretical perspective by incorporating the analysis of abusive supervision into the theoretical framework and fills the research gap between customer orientation and proactive customer service performance. Based on Affective Events Theory and Social Cognitive Theory, this study established the structure equation model between abusive (...) supervision and proactive customer service performance mediated by affective commitment and customer orientation. Utilizing structural equation modeling, a negative association between abusive supervision and proactive customer service performance was found, and affective commitment and customer orientation act as the mediators between abusive supervision and proactive customer service performance. In addition, the implications for future study were also discussed. (shrink)

Willingness and readiness of people to do their jobs are among the key factors of a successful enterprise. In XXI century intellectual human labour is gaining unprecedented value and is being developed actively. The demand for intellectual labour calls forth an increasing number of jobs and professions that require an extensive preparation, a large number of working places, high level of integration of joint human efforts, growth of social welfare. These trends are becoming ever more pervasive and are spreading widely (...) in service industries, and that explains the rapid development of the latter when compared to the traditional areas of human activity. In its turn, it heightens the need for staff in service companies, supported by significant personnel turnover and a certain shortage of skilled professionals. These circumstances determine the need for developing a new concept of fostering staff motivation at the enterprises in the sphere of services. In order to reach the stated purpose while conducting our research into tourism and hospitality industry, as well as retail chains, we have examined the problems that arise in the process of staff motivation, and studied the foreign practice of motivating staff in hotels. The obtained analysis results enabled us to work out practical recommendations on improvement of the mechanism of tangible and intangible rewards in service companies, which are based on external and internal motivational factors. Additional attention in the article is paid to the statement that financial incentives should be based on key performance indicators (KPI). We give a detailed consideration to the classification of internal motivation incentives of the staff according to the terms of their realization, and give a schematic representation of the performance dynamics of the internal motivation model in service businesses. (shrink)

Recently, organizational identity is being given more attention than ever before in the business world. This notion has grown substantially in importance in the hospitality industry. Facing increased competition, hospitality companies are driven to project a positive image to their stakeholders. Therefore, these organizations have begun to develop new organizational identity programs as part of their strategies to achieve their desired identities. This study analyzes the role of corporate social responsibility in the definition of the Organizational Identity of these (...) organizations, employing a qualitative research methodology based on an illustrative case study. Particularly, the authors analyze the case of Meliá Hotels International, a leading hotel company in Spain with a presence in 27 countries. The findings indicate that the company has formally integrated CSR into its strategy to align its actual identity with its desired and conceived identity in view of the critics in its local community. Moreover, the interest of the firm toward its stakeholders suggests that the company understands its conceived identity as an important link in understanding its organizational identity. This paper demonstrates that firm’s organizational identity is a set of several elements. When analyzing Meliá Hotels International’s identity, we see that the firm defines this concept as that which is most central, enduring, and distinctive about the organization. In this sense, the company appears to follow the vision-driven approach by referring to the organizational mission and vision statements, organizational philosophy, and core values as the basis of organizational identity. (shrink)

The paper proposes a research model explaining the sequential mediation effect of job embeddedness and work engagement between ethical leadership and career satisfaction. The model also examines whether JE heightens WENG, a factor indirectly influenced by ethical practices ending in employee satisfaction. The study used a time-lagged data collection procedure and survey responses of 247 hotel workers in China. Data were analyzed through structural equation modeling. The results showed that EL directly and indirectly contributes to employee CS. The present (...) empirical framework extends the hospitality industry literature by explaining the precise mechanism through which EL generates CS among hospitality workers in China. The paper offers theoretical and practical implications and future research directions. (shrink)

In 1987, the School of Hotel Administration and the Department of Human Service Studies at Cornell University joined efforts to design and implement a new course entitled Housing and Feeding the Homeless. This course has allowed students to use their skills and expertise in hospitality management and human service administration to respond to hungry and homeless individuals in the community. This article outlines the origin of the course and objectives, structure, content, and field placement design. It also describes students' (...) reaction to the course and highlights issues of concern for anyone interested in offering a similar course. (shrink)

The model emphasizes the ethical dynamics of compassion in hospitality settings by suggesting that under an organizational ethical climate, the hotel staff will be more morally aware of peers’ pain and suffering, and motivated to participate in delivering compassion. Based on the positive psychology focus on compassion as individual states and traits supporting interpersonal dealings, the paper operationalizes compassion based on four individual factors involved in the compassionate process: empathic concern, or an other-oriented emotional response elicited by and congruent (...) with the perceived welfare of a person in need; mindfulness, a state of consciousness in which attention is focused on present-moment phenomena occurring both externally and internally; kindness, or understanding the pain or suffering of others; and common humanity, or seeing others’ experiences as part of the larger human experience. Data were collected from 280 employees at ten hotels in the Canary Islands. With the exception of self-interest, results of multiple linear regressions demonstrate that each of the six interpreted factors of ethical climate has substantive effects on any of the studied elements of staff compassion. The egoistic-related and principle-related climate factors generated a more consistent and intense compassionate reaction, suggesting that the staff is moved to act out of compassion either to assure that the team succeeds or to support each other out of moral obligation. (shrink)

The purpose of this study was to build upon previous ethical research; thereby, advancing the hospitality industry's understanding of ethical decision making in lodging operations. In particular, this study reviewed: (a) the primary normative ethical precepts (i.e., egoism, benevolence, and principle) used as a criterion in ethical decision making, and (b) the predominant locus of analysis (e.g., individual, local, or cosmopolitan referent sources) used in applying ethical precepts to ethical decisions.The sample consisted of 500 lodging operations as randomly abstracted (...) from the 1994 Hotel Travel Index produced by Reed Travel. The researcher selected full service, limited service, or as rooms-only lodging operations throughout the United States. A full service property offered guest rooms, meeting rooms, and food and beverage services. A limited service property offered a continental breakfast, small meeting facilities, and guest sleeping rooms. A rooms-only property only offered guest rooms. This purposive sampling process resulted in 198 usable surveys. (shrink)

For hospitality establishments like the House of Lechon to remain profitable and draw in new clients, maintaining high standards of service quality is essential. Despite this, satisfying and surpassing client expectations is a constant struggle given the dynamic nature of consumer preferences. To evaluate customer satisfaction at the House of Lechon, this study draws on previous research on service quality and examines customers' expectations and experiences in several areas, including responsiveness, tangibility, reliability, assurance, and empathy. This study, which involved a (...) purposive sample of 100 participants, used a descriptive-quantitative technique to identify areas for improvement and suggest strategic actions to improve service quality and close the gap between customer experiences and expectations. The results emphasize how crucial it is to give service quality factors top priority to increase client happiness and loyalty in the cutthroat hotel sector. (shrink)

This study has proposed to apply change leadership as a vehicle forward for sustaining the growth of the tourism industry to eradicate poverty through the Pakistani tourism industry. Applying a mixed method approach, this article has attempted to uncover the role a change leader can play to help achieve the United Nations’ sustainable development goals of poverty reduction. In this study, one of the authors interviewed stakeholders of the tourism industry to find out the major drivers of (...) the industry and identify the leadership style that may prove to be effective in the said industry. In the next phase of the study, a survey method approach was used where different tourism companies and hotel chains were included for analysis. The study aimed to check employee’s perception of change leadership and its impact on their resilience and ultimately the sustainable organization performance of companies’ operationalizing in the sector with moderating impact of sustainable tourism attitude in times of a crisis. In total, 430 full-time workers in the tourism industry were contacted for a self-administered survey achieving a response rate of 83%. The findings of the study confirmed that in the presence of a change leader, the process of adaptation to sudden changing situations amidst financial crises, pandemic, and climatic change, becomes bearable and employees can cope with the work situations without pushing them to quit the industry. The study has a significant contribution toward a rapidly growing and focused industry, which can play a major role in the economy of any country leading toward job creation and poverty reduction. (shrink)

The relationship between ethical ideology and job stress appears to be complex. This study is based on a model presented by Forsyth (Journal of Personality and Social Psychology 39:175, 1980), showing two dimensions (idealism and relativism) that play an important role in ethical evaluation and behavior. Based on a survey of 561 employees of hotel industry in India, ethical ideologies were found to be negatively associated with job stress. The data were analyzed using Pearson correlations and multiple regressions. (...) The result showed that relativism is negatively correlated with job stress. Further, it has been established that idealism and relativism interacted in such a way that there is a negative relationship between idealism and job stress when relativism is low and positive relationship when relativism is high. The findings imply that ethical ideology adversely influences the job stress in the organization. (shrink)

This study examines if, how, and when workplace spirituality promotes employee ethical voice. Specifically, it tests a mediated moderation model with psychological ownership as a mediator of the relationship between workplace spirituality and ethical voice, and moral identity internalization as a moderator of this indirect relationship. The hypothesized model was tested on two different samples from the IT (Study 1) and Hotel industry (Study 2). Study 1 adopted a cross-sectional time-lagged design to test the proposed hypotheses while Study (...) 2 used a more robust longitudinal cross-lagged design to validate the results of Study 1. The conceptual model was tested using structural equation modeling (SEM) and the results established a direct as well as an indirect effect of workplace spirituality on ethical voice via psychological ownership. However, moral identity internalization failed to moderate the effect of workplace spirituality on ethical voice through psychological ownership in both studies. The results established that workplace spirituality stimulates ethical voice through psychological ownership irrespective of the moral identity of employees. The study identifies workplace spirituality as a novel and significant predictor of ethical voice in organizations and advances the understanding of the psychological processes and contingencies of this relationship. Implications for theory and practice are discussed. (shrink)

The goal of this study was to construct a valid new instrument to measure the effect of moral intensity on managers' propensity to manage earnings. More specifically, this study is a pilot study of the impact of moral intensity on financial accountants' propensity to manage earnings. The instrument, once validated, will be used in a full-study of managers in the hotel industry. Different ethical scenarios were presented to respondents in the survey; each ethical scenario was designed in both (...) high or low moral intensity form, to reflect the importance of the moral dilemma at hand. The results were analysed by factor analysis. The findings of this study have positively validated the instrument, with three of the five moral intensity components identified as having appropriate eigenvalues. This indicates that they have a significant influence in the study. The first factor captures the social consensus dimension and one scenario of the proximity dimension. The second factor indicates an interaction between the temporal immediacy and the magnitude of consequences dimension. The third dimension is probability of effect and one scenario of the proximity dimension. In addition, t-tests indicated that the manipulation of high and low conditions within each scenario were also successful. One limitation of the study might be the use of undergraduate accounting students as manager proxies, although prior evidence suggests use of accounting students as proxies is a valid approach in this type of study. This is a highly novel project as most prior studies have focussed on moral intensity and the general ethical decision-making process. (shrink)

Very little attention has been given to understanding the commitment to service quality and desirable outcomes in the hotel industry. This study investigates the impact of directive and participative leadership on the frontline commitment to service quality through the mediation of knowledge sharing. This will eventually help us to generate the employees' commitment to service quality desirable behavior. The survey was distributed to 37 hotels. A total of 235 frontline employees participated in the survey. The study findings show (...) that directive leadership has a negative relationship with CSQ. On the other hand, participative leadership positively influences CSQ. Notably, knowledge sharing mediates between directive leadership, participative leadership, and commitment to service quality. There were positive linkages between commitment to service quality and desirable outcomes, job performance, and organizational citizenship behavior and negative relation to turnover intention. (shrink)

Despite the long history of career research in the literature (Guerrier, 1987; Siu et al., 1997), researchers have largely neglected the dark sides of the antecedents and consequences of career amb...

This book examines key issues in gender equality and corporate social responsibility in Japan. Legal compliance, the business case and social regulation are examined as driving factors for enhancing gender equality in corporations. In turn, case studies from various contexts, such as the hotel industry, retail and financial services companies add practical insights to the theoretical debate. The role of governments, NGOs and supranational organizations is examined as well. Given its scope, the book will appeal to undergraduate and (...) graduate students, scholars, policymakers and practitioners interested in advancing the gender, CSR and sustainability debates. (shrink)

Given that services differ from goods in terms of intangibility, heterogeneity, and inseparability, customers may evaluate green services differently from how they evaluate green goods. Previous research has investigated customers’ perceptions and purchase decisions regarding green products. However, limited attention has been paid to the impact of green practices on customer evaluations of the service experience as well as important contingencies that bear on this relationship. Drawing on stakeholder theory, our study examines the impact of green practices on customer evaluations (...) and further considers the influences of environmental- and firm-level contingencies. We test our model with a multi-source dataset in the Chinese hotel industry. The findings indicate that green practices improve customer evaluations of the service experience. This positive impact is, however, weaker in external environments characterized by high internet penetration and market complexity but is stronger for hotels with innovative services and for business hotels. Our findings provide novel insights into the environmental ethics and stakeholder management literatures by revealing the role of green practices in promoting positive service evaluations as well as the contingent influences of external environments and internal firm-level characteristics. (shrink)

Women account for a large proportion of the hotel industry. Work-life conflict has become one of the main obstacles to the organizational commitment of women. Thus, this study investigates the relationship for women between work-life balance, as an independent variable, and organizational commitment, as a dependent variable. Specifically, we examine women's work-life balance in the hospitality industry and compare women's organizational commitment under different levels of work-life balance. Then, we assess whether women's work-life balance and organizational commitment (...) are associated with their sociodemographic characteristics. Data were collected from 525 women employees in China. Multiple linear regression analyses were conducted to identify the relationship between work-life balance and organizational commitment. The results showed that work-life balance had a significant effect on organizational commitment. There was also a significant relationship between women's sociodemographic characteristics, work-life balance, and organizational commitment. (shrink)

The article analyzes and presents the results of international experience of integration development in the field of tourism and hospitality, modern and efficient methods of integration in the field of tourism. The effective ways of realization of integration development programs at tourist enterprises and hotel chains are determined. The main objectives of integration processes in the field of tourism are also defined. The analysis of the most famous multinational tour operators and the largest hotel chains in the world (...) in the form of a table and graph is shown. The processes that take place at the expense of integration processes in the tourism business are analyzed and identified. A promising direction for further research is the economic feasibility of the feasibility of international integration in the tourism sector and ways to improve the strategies of integration management. (shrink)

This research aims to examine the impact of intrinsic religiosity on counterproductive work behavior directed toward the organization (CWB‐O) and the mediating role of Islamic work ethic in this impact. The data were collected from employees working in the hotel and restaurant industry (n = 684). The findings revealed that intrinsic religiosity had a positive and significant effect on Islamic work ethic. It was found that Islamic work ethic also had a negative and significant effect on CWB‐O. Similarly, (...) intrinsic religiosity had a negative and significant effect on CWB‐O. In addition, it was identified that the Islamic work ethic had a mediating role in the impact of intrinsic religiosity on CWB‐O. Taking into consideration that the relationship between intrinsic religiosity and CWB‐O and the role of Islamic work ethic in this relationship has not yet been examined in literature, the theoretical contribution of the current research can be better understood. From the perspective of practical contribution, this research may help and guide managers to understand how intrinsic religiosity affects CWB‐O. (shrink)

Tourism, as an industry, has become one of the most dynamic sectors of the world economy these days and has specific features that are different from other industries. In the tourism industry, production and consumption points occur spatially at the same time. In addition, the tourism industry contributes to the economic growth of developed regions and can simultaneously distribute the wealth created geographically. It is notable that the coronavirus disease 2019 (COVID-19) pandemic has caused many challenges in (...) the tourism industry regarding the presence of tourists in tourism centres and the closing of all tourism service chains, including food, entertainment, transportation and travel services worldwide. Tourism-related businesses, which are considered as invisible export and one of the engines of development and occupation, have been rendered obsolete. In other words, the businesses, as well as multiple units and activities in the related chain, have been damaged and employees of this industry have lost their jobs. This has led to the recession and regressive course of the developing and large industry of tourism in the world. It is worth noting that the tourism industry includes various sections, the most important of which is religious tourism. All religions in the world have different religious places, works, traditions and customs, which have become amongst the most important tourist attractions. Meanwhile, Muslims and the religion of Islam play a significant role in this branch of tourism. The Hajj, pilgrimage to holy places and the existence of mourning ceremonies or religious celebrations of Muslims are amongst the largest religious tourism events in the world. Given the importance of this issue, the present study aimed to evaluate the impact of the COVID-19 pandemic on religious tourism in Iraq in 2021. This field study was conducted on 4500 Muslim managers and staff of restaurants, hotels, grocery stores, clothing stores and souvenir shops around the holy shrines of imams and religious places in Karbala, Najaf, Kufa, Samarra and Kazemi. According to the results, the tourism of Iraq, which is mainly limited to Muslim religious sites in several major Iraqi cities, has also seen a decline in the number of religious tourists. The negative effects of COVID-19 on religious tourism have also been proved statistically by the Statistical Package for the Social Sciences (SPSS), as µ ≥ 3 has been counted in all indices.Contribution: Our findings offered new insights into the impact of COVID-19 on tourism, based on statistical analysis. In this study, the authors showed how COVID-19 affects various aspects of religious tourism, which has not been addressed in previous researches. (shrink)

The collective monograph «Determinants of Innovation and Investment Development of Multisectoral Entrepreneurship, Tourism and Hospitality Industry» is devoted to the 20th anniversary of the Educational and Scientific Institute of Economics and Law of Cherkasy Bohdan Khmelnytsky National University and is a continuation of the research tradition on the development of entrepreneurship, innovation, finance, competition, accounting and auditing problems, tourism, hotel and restaurant business. The results of the scientific research presented in the collective monograph show the achievements of the (...) representatives of various scientific schools, allow analyzing the experience gained and, considering current economic and political realities, contribute to the scientific substantiation of the prospects for the development of entrepreneurship, tourism industry, hotel and restaurant economy, enrich the intellectual potential of higher schools. The topics of sections and subsections identify the problem issues of innovation, investment and information technology in entrepreneurship, consider the competitive environment in the field of entrepreneurship, investigate the financial-economic and social problems, various directions of tourism industry development, declared by the World Economic Forum jointly with the World Tourism Organization (UN WTO). Particular attention is paid to the development of new trends in the hotel and restaurant business. A common task for scientists, educators, and employers in the conditions of international environmental instability is the formation and dissemination of new knowledge to achieve ambitious goals concerning the entrepreneurship development of tourism, hotel and restaurant business. The proposed discussion of current issues, experience and recommendation exchange will contribute to problem solving, research intensifying in the specified areas of activity. An important component of the modern economics is entrepreneurship; and the intensification of entrepreneurial activity should ensure overcoming of economic crises and their social and economic consequences, and determine the dynamic progress of a society and future welfare of people. It is entrepreneurship that is considered in many economically developed countries as a defining condition for a social and economic prosperity. Entrepreneurial activity involves all branches of economy including industrial, humanitarian and service areas. Therefore, it is necessary to study the key factors for the development of entrepreneurial activity in Ukraine. The current problems of entrepreneurship, tourism, hotel and restaurant business are extensively investigated by both domestic and foreign scholars. A number of researches focuses on these problems. Without diminishing the importance of their contribution to science, the need for further research and improvement should be noted. Therefore, in the monograph, special attention is paid to the state support of business structures, the regulation mechanisms of entrepreneurship, tourism, hotel and restaurant business, social sphere and interaction of market and state institutions, etc. The research was carried out using the developed scientifically substantiated methodological approaches based on the scientific developments of leading foreign and domestic scientists, which allowed proposing the specific directions of entrepreneurship development in the fields of economy, tourism, hotel and restaurant business. The unique nature of the monograph is not only its scientific significance, but also its practical application; since the substantiated positions, measures, proposals for the further transformation of economic processes in Ukraine and in the world have practical value. (shrink)

In European industrialized countries, a large number of companies in the healthcare, hotel, and catering sectors, as well as in the technology sector, are affected by demographic, political, and technological developments resulting in a greater need of skilled workers with a simultaneous shortage of skilled workers (CEDEFOP, 2015, 2016). Consequently, employers have to address workers who have not been taken into account such as low-skilled workers, workers returning from a career break, people with a migrant background, older people, and (...) jobseekers and train them, in order to guarantee the professionalization of this workforce (Festing and Harsch, 2018). Continuing vocational education and training (CVET) is seen as an indispensable tool; because CVET has advantages for both employers and employees, it helps to increase the productivity of companies (Barrett and O’Connell, 2001), to prevent the widening of socioeconomic disparities (Dieckhoff, 2007), and to open up career opportunities for the workforce (Rubenson and Desjardins, 2009). However, participation rate on CVET seems to differ, depending on institutional factors (such as sector and size of the company) and individual characteristics (such as qualification level, migration background, age and time of absence from work) (e.g., Rubenson and Desjardins, 2009; Wiseman and Parry, 2017). In contrast to previous research, our study aims to provide a holistic view of reasons for and against CVET, combining the different perspectives of employers and (potential) employees. The analysis of reasons and barriers was carried out based on semi-structured interviews. Fifty-seven employers, 73 employees, and 42 jobseekers (potential employees) from the sectors retail, healthcare and social services, hotels and catering, and technology were interviewed. Results point to considerable differences in the reasons and barriers mentioned by the disadvantaged groups. These differences are particularly significant between employees on the one side and employers, as well as jobseekers, on the other side, while the reasons to attend CVET of jobseekers are more similar to those of employers. The results can be used to tailor CVET more closely to the needs of (potential) employees and thus strengthen both the qualification and career opportunities of (potential) employees and the competitiveness and productivity of companies. (shrink)

The beginning of the 21st century witnesses a trend for business and leisure travelers to make accommodation decisions by referring to online reviews of hotel accommodation services and the hotel management’s responses to such reviews. The responses, termed review response genre in this study, have since attracted considerable research attention. The purpose of this article is twofold. First, it aims to identify the moves present in the review response genre; second, it aims to explore how the hotel (...) management attempts to achieve service recovery with the moves of the genre. A total of three obligatory moves are identified: Acknowledging Problem, Expressing Feeling and Thanking Reviewer. The findings will have significant implications for the hospitality and wider service industry practitioners responsible for handling negative online reviews. (shrink)

Ce texte sera présenté dans le cadre des conférences mensuelles du Cercle Ernest Renan – Hôtel de l'Industrie, 4 place Saint Germain, Paris 75006, salle dite « des Trois consuls », le 17 octobre 2013 à 17 h 30. La conférence sera suivie d'un échange avec le public. L'anthropologie historique est aujourd'hui comme un bouquet sans vase. Au cours du demi-siècle qui vient de s'écouler, les historiens se sont intéressés à l'histoire du corps, dans toutes ses dimensions : sexualité, genres, (...) perception, goût, (...) - Histoire – Nouvel article. (shrink)

Customers have obvious occupational gender stereotypes for service employees. In recent years, intelligent service robots have been widely used in the hospitality industry and have also been given gender characteristics to attract customers to use them. However, whether and when the usage of gendered service robots is effective remains to be explored. This research focuses on customers' occupational gender stereotypes and the gender of service robots, examining the influences of their consistency on customers' willingness to use service robots through (...) three scenario studies. The findings suggest that: The consistency between occupational gender stereotypes and service robot gender positively affects customers' willingness to use service robots. Performance expectancy and trust are two psychological mechanisms underlying the above effect. In the context of service failures, the consistency backfires and brings negative effects on willingness to use. This research extends the literature on customers' acceptance of anthropomorphized robots from the perspective of gender stereotypes and identifies the mechanisms behind the stereotype consistency effect. For practical implications, hotels should design and deploy gendered robots consistent with corresponding occupational gender stereotypes. (shrink)

In lieu of an abstract, here is a brief excerpt of the content:Philosophy and Rhetoric 37.1 (2004) 92-95 [Access article in PDF] Rethinking the Frankfurt School: Alternative Legacies of Cultural Critique. Ed. Jeffrey T. Nealon and Caren Irr. Albany: SUNY Press, 2002. Pp. 227. $23.95, paperback. Not long ago at a gathering of arts and humanities scholars, I found myself introduced to a group of people as someone interested in the work of Theodor Adorno, whose name led one member of (...) the group to groan, "Not that old chestnut!" Such has been an ambient attitude in cultural studies toward not just the work of Adorno but many of the scholars who came to be known collectively in the 1960s as the Frankfurt School, thanks to their affiliation with the Institute for Social Research at the University of Frankfurt. Rethinking the Frankfurt School, a deceptively slim volume that manages to cover a lot of ground in a dozen densely packed essays edited by Jeffrey T. Nealon and Caren Irr, counters the conventional cultural studies wisdom regarding the Frankfurt School, debunking along the way not just the facile dismissal of some of the school's members for their "mandarin elitism," but also the notion that the scholars who arguably pioneered the critical study of mass culture have lost their relevance for cultural studies.The association of the Frankfurt School with a cranky and outdated variant of bourgeois proto-Marxism—what Lukacs once dismissed as self-indulgent despair cultivated in the comfort of "the Grand Hotel Abyss"—was at least in part a legacy of the rediscovered cultural and political optimism of the late 1960s. This optimism came to characterize those strands of cultural studies that countered the gloomy assessments of the Frankfurt School with the potential of what the collection's editors disparagingly describe as "subversive consumption." From the perspective of the new millennium it's no longer the Frankfurt scholars who look misguided. In a turning of the tables, the outdated figure of this volume is not Adorno, the pointy-headed pessimist, but rather those who helped dismiss him as such. In particular, Simon During, who edited the 1993 version of the cultural studies canon, The Cultural Studies Reader, comes in for a double dose of implicit criticism (thanks in part to what seems to be an editing oversight) for his critique of Horkheimer and Adorno's failure to take into account [End Page 92] the "opportunities for all kinds of individual collective creativity and decoding" provided by the culture industries (3, 62). If, as During suggested, the 1960s represented a time in which the mass media had become more variegated and presumably more flexible and porous than in the period treated by Horkheimer and Adorno, this collection suggests the renewed relevance of the Frankfurt School might in part be explained by the "unprecedented consolidation within the multinational 'infotainment' industry" during the 1990s (5). The triumphal resuscitation and consolidation of monopoly capitalism triggers, on this account, the rehabilitation of its most scathing critics.The more compelling argument advanced in this volume, however, is that the ostensibly outdated character of much of the work of the Frankfurt School was as much a result of superficial and dismissive readings as of changing historical conditions. As contributor Evan Watkins suggests in his discussion of Adorno, the dominant tendency in culture studies has been to contradict disparaging claims about mass culture (claims which earned Adorno and Horkheimer the sticky moniker of elitists) rather than to take seriously an approach that explored the intricate connections between mass culture and the social relations of production and consumption. Only in the abstract can the consumption of ostensibly counter-hegemonic texts be figured as subversive politics, especially during a time when "The Times They Are A-Changin' " can become a jingle for a bank commercial.Against the theoretical backdrop of the Frankfurt School, the very attempt to isolate culture as a sphere of resistance unto itself becomes a symptom of reification. As Imre Szeman puts it, perhaps the most important lesson of the Frankfurt School for cultural studies "can be summarized by a negative maxim: don't fetishize culture" (74... (shrink)

In lieu of an abstract, here is a brief excerpt of the content:The Japan Society for Buddhist-Christian Studies:A Report on the 2008 Annual MeetingTerao KazuyoshiThe 2008 annual meeting of the Japan Society for Buddhist-Christian Studies was held at the Palace Side Hotel in Kyoto on 1–3 September. The main theme of the meeting was the "Possibility of Religious Philosophy." The meeting consisted of four sessions, one research presentation, and a general overview on the final day.Two sessions were staged on (...) the first day. They dealt with a reconsideration of the religious philosophy of Jan Van Bragt (1928–2007), following the meeting in 2007, which generally covered his academic contributions. First, Keta Masako (Kyoto University) read a paper titled "A Configuration in the Contemporary World: A Response to Jan Van Bragt's Expectation and Disappointment at the Kyoto School of Philosophy." (Unfortunately I was unable to attend this session, so I am not able to summarize the presentation.) Next, Hanaoka Eiko (Nara University of Industry) presented a paper titled "In Search of the New Possibility of Religious Philosophy: Fundamental Experience and a Turning Point for Philosophy." She insisted that we need to keep in mind an overview of the religious philosophies of Nishida Kitaro, Tanabe Hajime, and Nishitani Keiji in order to understand Van Bragt's criticism of the Kyoto school. Nishida's ideas of the "logic of the place of nothingness" and the "unity of mind and body" work together, she suggested; this polarity was "one," in accordance with the idea of the "self-identity of absolute contradictions." But in Hanaoka's opinion, Van Bragt sometimes placed a disproportionate emphasis on one side of the polarity. Hanaoka identified ten polarities in Nishida's absolute nothingness: (1) philosophy of self-awareness and philosophy of existence, (2) substantial philosophy and non-substantial philosophy, (3) experience and rationality, (4) plurality and unity, (5) continuity and discontinuity, (6) temporality and eternity, (7) matter and spirit, (8) process and reality, (9) true self and ego, and (10) philosophy and the philosophy of philosophy. Hanaoka argued that Van Bragt's doubts would have disappeared if he had fully experienced love as that which emanates from the "oneness" of the polarity of absolute nothingness.On the second day of the meeting, Peter Baekelmans gave a presentation titled "The Faith of The Awakening Faith in Mahayana." While Baekelmans studied Buddhism, [End Page 147] particularly esoteric Buddhism, at Koyasan University, he became acquainted with the Daijōkishinron (The awakening faith in Mahayana) and began to translate it into English. He found that the Hindu term śraddhā meant both "hope for achieving the goal" and "confidence in the method," and that the former corresponded to the "faith of Mahayana" and the latter to the "generation of faith of Mahayana." Baekelmans then attempted to demonstrate that the Awakening of Faith was composed in India. In addition, from the perspective of phenomenology he argued that belief as the essence of the religious phenomenon and practice as the phenomenon itself together form a unified spirituality. The deeper that belief becomes, he said, the less important the difference between belief and practice becomes. Some textual scholars in the audience objected to that line of thought, suggesting that we needed more circumspect analysis in order to accept such a perspective.At the third session, Kim Seung-Chul (Kinjōgakuin University) read a paper on "Christian Theology Facing Religion and Science." He called the relation of religion and science a "double reflection," referring to theories by sociobiologist Edward O. Wilson and philosopher of science Ian Barbour. Kim interpreted religion and science in Nishitani as a "superposition" of existential order. Kim focused on two meanings of nondiscrimination according to Nishitani: "nondiscrimination in nature," found in science, and "nondiscrimination in love," found in religion. The former was symbolized by matter and the latter by life. The place where these two nondiscriminations coincide, he said, is exactly the "standpoint of emptiness." Kim concluded that we must recognize that this "standpoint of emptiness" was the place where the "problem of Christianity and other religions" and the "problem of Christianity and science" can be dealt with simultaneously as "in an absolutely equal status" for their resolution.Kobayashi Enshō (Hanazono University), the respondent to Kim's paper... (shrink)

In lieu of an abstract, here is a brief excerpt of the content:Breathing Without a Head:Plant Respirations in John Gerrard's Smoke TreesOrchid Tierney (bio)About two hours from where I grew up in Invercargill, Aotearoa New Zealand, is a large finger lake called Lake Wakatipu. The lake is nested in the Southern Alps of the South Island and, at the extremes, its body measures three miles wide and fifty-two miles long. The surrounding mountains are haunting in the evenings when the coniferous (...) wildlife is silent, and for as long as I can remember, Wakatipu has been called the breathing lake. I must have read this moniker on a brochure or travel poster in a hotel or a restaurant—I used to visit the area around the lake regularly during the winter months as a child—but according to local legend, it is the beating heart of a taniwha—an ogre called Matau—that causes the lake's respirations. Matakauri, the hero of this particular myth, set alight the ogre whilst he slept in order to rescue his beloved Manata, the beautiful daughter of a local chief, whom the taniwha had kidnapped. As Matau burned, he left behind his heart, which continued to beat rhythmically in the years that followed Matakauri's daring rescue. The myth brilliantly invokes the scientific expertise of the local Indigenous people, for the lake really does rise and fall regularly throughout the day. Despite being landlocked, Wakatipu has an observable seiche, or standing wave, that occurs every 26.7 minutes and results in a tide that rises and falls almost eight inches. Of course, the seiche is the Western scientific explanation for the lake's regular aquatic behavior. The lake breathes because Matau's heart is still beating.Wakatipu's origin myth proposes a respiration that is both wonderfully metaphorical and scientific, but it also raises questions about the embodiments of breath itself. Namely, I'm curious here as to who is an agent of breath? Who and what breathes? Who can breathe easily in the Anthropocene? Who can breathe easily at all? And yet: what an unnecessarily [End Page 14] cruel question this is when so many people nowadays cannot breathe fluently or joyfully in a global pandemic. Over the course of the past two years, the ventilator has become a vexed symbol of the persistence of life, of political incompetence. Of medicalized racial injustice. The lungs that strain against the COVID-19 virus are sometimes the same lungs that have historically struggled against anthropogenic non-viral forms of air pollution. Industrial air pollutants are indicators of systemic racism, imperialism, colonialism, and the uneven urban distributions of risk. Indeed, in December 2020, a British coroner ruled, for the first time in legal history of the United Kingdom, that emissions of nitrogen dioxide and particulate matter on the South Circular Road of London were the cause of nine-year-old Ella Kissi-Debrah's acute respiratory failure in February 2013 (Laville). Toxic airborne pollution is vile matter that forcibly connects gentle lungs with racialized environments. As Timothy Choy notes, "Air muddies the distinction between subjects and environments, and between subjects. This thickness and porosity rendered by air is part of what makes the air and the airborne such deeply felt elements" (157). We, human animals, are too porous for the heavy industry and traffic routes that fill the air and the softness of our lungs. And so: we know the matter of the air by the smoothness of respiration; we feel the keen politics of the air when breathing is labored.I can point to numerous examples where respiration in the context of human life is fraught. Indeed, the act of breathing foregrounds the buoyancy of humanity and the formations of life. I want to acknowledge and hold those complexities because breathing in relation to human life, especially for populations of color, disabled people, and transgender communities, is not yet guaranteed. And I want to consider additionally, who and what has been excluded from the formulations of breathing more generally, and how breathing itself has been anthropomorphized at the expense of other forms of more-than-human life. As Jane Bennett suggests, "humans are always in composition with nonhumanity, never outside of a sticky... (shrink)

Anthropomorphism is the attribution of human features to non-human subjects. Anthropomorphized organizations acquire in the minds of their members a unique identity, which becomes capable of guiding members’ motivations, with important managerial implications. Ashforth et al. offered a theoretical model of anthropomorphism in organizations, including “top-down” and “bottom-up” processes of organizational anthropomorphism as antecedents, and sensemaking and the sense of social connection of the organization as outcomes. Using SEM, this study operationalizes Ashforth et al.’s model using a two-trait scale of (...) organizational virtue derived from Chun, including measures of CSR and OCB as antecedents, and organizational justice and affective commitment as outcomes. The model is tested on survey data from seven UK managed service organizations in the hotels, logistics and legal sectors. As secondary contribution, moderation analysis is undertaken by industry, offering further insight into the evaluation of organizational anthropomorphism. Firstly, we note that high evaluations of Empathy influence evaluations of Courage through a halo effect. Secondly, we note that heuristic evaluation of the firm’s CSR practice also influences perceptions of Empathy and Courage. The paper also includes a discussion of the critique of organizational virtues by virtue ethicists in an effort to advance the dialogue between the two traditions. (shrink)

A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As moderators, two dimensions of consumer detection of emotional labor (i.e., detecting deep acting and surface acting) were imposed on each of the relationships. Evidence demonstrated the roles of emotional service expectation in service confirmation and satisfaction. The moderating effects of consumer detection of (...) employees’ emotional strategies were limited to the relationship between emotional service expectation and confirmation; its relationship was weakened by detections of surface acting while other relationships were not moderated by detections of deep nor surface acting. Structural equation modeling analyses were conducted using online survey data targeting consumers in the hotel / restaurant industry. (shrink)

Innovations as a source of competitive advantages for an enterprise are described in the article; the influence of organisational culture and its elements are analysed with regard to finding ways of innovative development. The major problems hindering the implementation of the culture that enables innovations in the hospitality and tourism industry in Ukraine have been identified under own research of 69 hospitality enterprises. It was found out that degree of innovativeness depends on the size of the company, and for (...) certified hotels - the number of stars. According to the staff, the latter partially due to the following reasons: lack of incentives (primarily material ones) to training; reluctance to submit proposals which may cause a negative reaction of a team; poor awareness of the company’s success; conservatism, relying on the traditional ways of doing business; lack of understanding of the need to meet consumer requirements in the best for him, not a firm, manner; lack of confidence in leadership and others. The recommendations to overcome the problems have been made. (shrink)

In 2021, a second updated edition of Eschig’s and Pircher-Eschig’s translation of the Austrian Civil Code (ABGB) (Allgemeines bürgerliches Gesetzbuch für die gesammten deutschen Erbländer der Oesterreichischen Monarchie (ABGB 1811). (as amended), 2023) was released. This edition holds particular relevance due to its potential applicability across a spectrum of players operating at the intersection of language and (civil) law, including legal professionals, the hospitality industry, and mediators. We find that this comprehensive translation may not only serve as a valuable (...) resource for (legal) practice but also holds significance for research in diverse fields, including (applied) legal linguistics, lexicography, translation studies, and comparative law. Moreover, this translation alleviates the challenges faced by practitioners inside and outside of law when dealing with legal concepts and lexis, along with their interdependencies in continental civil law discourse. We suggest that the work is particularly useful for legal departments of international companies, but also for hotel chains and/or mediation offices, seeking insights into the specifics of the Austrian legal-linguistic landscape. While computer-assisted translation and machine translation cannot be denied their utility, they should not be seen as capable of entirely replacing human expertise. Indeed, machine translations may not be able to capture the subtle multi-faceted interplay of emerging legal, linguistic, and/or cultural contexts when dealing with the legal concepts and interrelated terminology of the ABGB. In conclusion, we acknowledge the significance of high-quality legal translations, as the one under review, that have been thoroughly reviewed by human experts, thus contributing to saving time and resources. (shrink)

It is defined in the article that large amount of factors have impact on restaurant businesses' management in Ukraine. Attraction of the business is caused by close links between tourism and recreation businesses and hotel and restaurant business, resulting in a high probability of rapid payback of investments. It is determined that actual problems and tasks have to be solved for restaurant businesses development in Ukraine. Main obstacles that prevent from dynamic growth of restaurant business include military operations in (...) the country and crisis in the socio-economic sphere, reduction of the possibilities of visiting the catering facilities by the population, negative experience of cooperation between restaurant businesses and national supervisory authorities, the poor quality of raw materials, logistics, inefficient use of capital, low level of informatization of business, poor effectiveness of providing units at restaurant businesses, poor coordination work of restaurant facilities with other members of the recreation business, lack of a significant interest in new types of catering and diversification of sales channels. Elimination of these problems will significantly improve the efficiency of solution of modern problems in catering businesses, improve customer service by individualizing services and introduction of new services, improve staff qualifications and improve marketing work on promotion of goods and services on the market. Processing of scientific approaches and practical recommendations of various authors let us find out that an important area of rationalization of management process of development of restaurant business is job of marketing, supply, sales and information technology departments. Successful execution of the functions of mentioned departments of the restaurant sector is able to create popular on the market products and services, establish high quality sales and thus create the potential for increase in efficiency. (shrink)

The objective of this research is to examine how and when employees' attributions of corporate social responsibility (CSR) affect their extra-role service behaviors. The research analyses the mediating role of work meaningfulness in the employees' CSR attributions–extra-role behaviors relationships. The moderating role of employees' attitudes toward CSR in both the relationships between CSR attributions and work meaningfulness and in the mediated relationship is also studied. The hypotheses were tested on a sample of 204 frontline employees of four- and five-star hotels (...) in Spain using structural equations and the PROCESS macro. The results indicate that only substantive CSR attributions positively influenced employees' extra-role service behaviors and that the relationship occurs through the work meaningfulness experienced by employees. While substantive CSR attributions boosted work meaningfulness and subsequent extra-role service behavior regardless of personal attitudes toward CSR, the link between symbolic CSR attributions and work meaningfulness as well as the mediated relationship with extra-role service behaviors were found to be moderated by employees' personal attitudes toward CSR. When employees had lower personal attitudes toward CSR, symbolic CSR attributions positively affected work meaningfulness and extra-role service behavior; when attitudes toward CSR were higher, the relationships were not significant. Interesting theoretical contributions and practical insights follow from these findings. (shrink)

The article reveals some approaches to the notion of the balance between “life and work”. There are given constituents of the notion “work and life”, also we offered basic orientations of policy in achievement the correspondent balance, analyzed possible consequences of establishment/violation for a person or business, in particular for enterprises in the tourism and hospitality sphere. There are given and analyses survey results of the specialists in tourist enterprises concerning the balance between working and free time. Several kinds of (...) organizational culture are outlined and given monitoring results on these kinds in tourist agencies of Dnipropetrovs’k and Dnipropetrovs’k region. We determined that adherence of the employees of recreational enterprises to their working places depends on their awareness of the possibility in achievement in the working place the balance between working and free time. Secondly, we found out that employer’s help was more important than family support as to reducing stress and leveling industrial conflicts. Thirdly, there exist significant dependence between employee turnover in tourist and some other enterprises and unbalancing between «public» and «individual». There is emphasized the role of organizational culture in finding the compromise between public and private, and given recommendations as to its reinforcement. (shrink)