Enhancing internal communication to build social capital amongst hospitality employees – the role of social media

2016 ◽  
Vol 28 (12) ◽  
pp. 2675-2695 ◽  
Author(s):  
Ceridwyn King ◽  
Hyemi Lee
Keyword(s):  
Social Capital ◽  
Social Media ◽  
Conceptual Framework ◽  
Hospitality Industry ◽  
Internal Communication ◽  
Structured Interviews ◽  
Empirical Examination ◽  
Content Type ◽  
The Impact ◽  
Current Practices

Purpose Adopting a social capital theoretical (SCT) lens, this study aims to propose a conceptual framework of effective internal communication (IC) for the hospitality industry. The study explores how to enhance current practices and the suitability of social media as an augmentation to traditional IC channels. Design/methodology/approach A qualitative research methodology, consisting of 20 semi-structured interviews with hospitality employees, was adopted. Following a “reduction” and “interpretation” process, 16 themes related to effective IC were identified which informed a conceptual framework. Findings Characteristics of effective IC were identified in addition to IC benefits at both employee and organizational levels. Considering the limitations of current practices, the applicability of social media was explored. Requirements of effective IC suggest that new channels (e.g. social media) should be adopted to build social capital. Research limitations/implications The study informs SCT from a meso-level (process) perspective. The articulation of an IC framework informs how social capital can be built through effective IC, providing a foundation for further empirical examination as to the impact of various channels on the IC process. Adoption of a case study design suggests that results and implications can only be generalized to similar environments. Practical implications The study details the characteristics of effective IC and its subsequent benefits, highlighting how social media can augment current IC practices in a hospitality organization. Originality/value Being a 24/7 labor-intensive operation makes employee communication to ensure service excellence challenging in the hospitality industry. Through the application of SCT and the exploration of social media in a workplace setting to enhance IC, significant theoretical and practical insights are realized.

Implementation and normalization process of asynchronous video interviewing practices in the hospitality industry

2018 ◽  
Vol 30 (2) ◽  
pp. 685-701 ◽  
Author(s):  
Cynthia Mejia ◽  
Edwin N. Torres
Keyword(s):  
Hospitality Industry ◽  
Selection Process ◽  
New Technology ◽  
Implementation Process ◽  
Structured Interviews ◽  
Research Attention ◽  
Content Type ◽  
Recruitment And Selection ◽  
The Impact ◽  
Normalization Process

Purpose Asynchronous video interviews (AVIs) enable recruiters and job candidates to conduct and review employment interviews at different points in time, promising improved cost and time efficiencies for all users. This research aims to investigate the implementation and normalization process of AVI in the hospitality industry with the unified theory of acceptance and use of technology (UTAUT) and the normalization process theory (NPT) providing theoretical support. Design/methodology/approach Semi-structured interviews have been conducted with hiring managers from three different hospitality companies, which were in different stages of the implementation process. The data have been recorded, transcribed and coded according to the UTAUT and NPT constructs, revealing emergent themes. Findings Five overarching themes emerged: AVI effort and efficiency expectation; augmentation to the interview process; challenges for the applicant; challenges for the recruiter; and issues with applicant interviewing aesthetics. Additional coding and analysis with NPT identified the following in terms of evaluation of the implementation process: participants’ implementation activities showed a tendency to emanate from cognitive participation (relationship work), leading to coherence (sense-making work), followed by collective action (enactment of work/operational work) and finally reflexive monitoring (appraisal work). Practical implications Findings from this research include recommendations for the best practices integrating AVI into the hospitality employee selection process. Originality/value Given the increased demands on the recruitment and selection of talent in the hospitality industry, several organizations have turned to mechanized HR software platforms. The impact of interview modalities and particularly AVI has received limited research attention, thus this study expanded this new stream of literature. Furthermore, this research is among a nascent stream using NPT to evaluate the implementation and normalization of this new technology.

The effects of COVID-19 on small and medium-sized enterprises: empirical evidence from Jordan

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tala Abuhussein ◽  
Husam Barham ◽  
Saheer Al-Jaghoub
Keyword(s):  
Design Methodology ◽  
Business Models ◽  
Ad Hoc ◽  
Business Environment ◽  
Internal Communication ◽  
Structured Interviews ◽  
Content Type ◽  
Qualitative Research Design ◽  
The Impact ◽  
Factual Data

Purpose The ongoing coronavirus disease (COVID-19) pandemic has resulted in sudden changes in the macro environment and market behaviour, making most enterprises urgently reconfigure their business models to cope with changes following the COVID-19 outbreak. This paper aims to present empirical data on the effects of the COVID-19 crisis on small and medium-sized enterprises (SMEs), highlighting the initial conclusions regarding their crisis management. It presents factual data on how SMEs in Jordan can use entrepreneurship to combat uncertainty and promote new opportunities. Design/methodology/approach This study involves an exploratory qualitative research design, drawing from 32 semi-structured interviews of key informants from Jordanian SMEs in different stages of the crisis. The different coping strategies of the SMEs and their effectiveness in the first six months of the pandemic are then compared. Findings The findings show how Jordanian SMEs have adapted to cope with the changes in the business environment because of COVID-19. These strategies include modifying their operations that is moving from an ordinary business model to more tentative digitalisation, improving internal communication and restructuring ad hoc organisational culture. Originality/value The study presents important and timely implications for managers of Jordanian SMEs and policymakers by increasing the sensitisation and awareness of SMEs’ coping mechanisms. It is the first study in management that empirically analyses the impact of COVID-19 on Jordanian SMEs.

Children’s agency in building social capital and collective actions

2019 ◽  
Vol 119 (1) ◽  
pp. 35-50
Author(s):  
Nanna Wurr Stjernqvist ◽  
Ane Høstgaard Bonde ◽  
Ellen Trolle ◽  
Marianne Sabinsky ◽  
Helle Terkildsen Maindal
Keyword(s):  
Social Capital ◽  
Conceptual Framework ◽  
School Context ◽  
Research Strategy ◽  
Educational Process ◽  
Collective Actions ◽  
Structured Interviews ◽  
Content Type ◽  
Educational Processes ◽  
Children’S Agency

Purpose Whole-school approaches emphasising pupil participation are recognised as being conducive for building social capital, yet how participatory health educational processes relate to different types of social capital remains unclear. The purpose of this paper is to explore which mechanisms within a participatory health educational process influence social capital and collective actions in the school context, and to discuss children’s agency in such processes. Design/methodology/approach A multiple case study design, with the Danish “We Act – Together for Health” intervention, considered as an instrumental case regarding participatory health educational processes for children, principally since it applied the participatory Investigation–Vision–Action–Change (IVAC) methodology. The paper is based on a theory-driven, abductive research strategy. Qualitative methods, including focus group interviews with children, semi-structured interviews with teachers and school principals, and participant observation were used. Findings The study’s conceptual framework, which elucidates several mechanisms that interact with types of social capital and collective actions within the school setting, indicates that working with child participation through the IVAC methodology can influence types of social capital and collective actions. It also emphasises children’s limited agency in terms of affecting bridging and linking social capital, norms of reciprocity and collective actions without sufficient support mechanisms at the school and class levels. Originality/value The study provides a novel comprehensive conceptual framework identifying the specific mechanisms at different levels that influence social capital and collective actions.

Consumer engagement with eWOM on social media: the role of social capital

2018 ◽  
Vol 42 (4) ◽  
pp. 482-505 ◽  
Author(s):  
Yaniv Gvili ◽  
Shalom Levy
Keyword(s):  
Social Capital ◽  
Social Media ◽  
Conceptual Framework ◽  
Second Order ◽  
Equation Modeling ◽  
Consumer Engagement ◽  
Content Type ◽  
Order Construct ◽  
Channel Type

Purpose The nature of digital media channels are important factors in explaining consumers’ behavior over the Web, and specifically on social network sites (SNS). The purpose of this paper is to propose a conceptual framework explaining consumer engagement with electronic word of mouth (eWOM) communication via SNS, based on key attributes of this media channel. Design/methodology/approach Based on the expectancy value theory (EVT), a conceptual framework is proposed to model the effect of eWOM channel attributes on eWOM engagement process. Consumer eWOM engagement is conceptualized as a second-order construct. A structural equation modeling procedure was employed to empirically test the model using data collected from two social media communication channels. Findings First, results suggest that engagement with eWOM can be conceptualized as a second-order construct based on user tendency to receive or share eWOM with other network members. Second, the path analysis model supports the employment of EVT and shows that two key attributes of eWOM channels, social capital and credibility, significantly affect consumer attitude toward eWOM via SNS. Attitude toward eWOM, in turn, affects eWOM engagement. Third, SNS channel type moderates the effect on attitude. Practical implications Marketing communication practitioners should note that the strength of social ties plays a key role in spreading eWOM on SNS effectively. This insight should be employed a part of social media marketing strategy. Originality/value This is first research that models the effect of social media attributes on eWOM engagement and demonstrates the moderating role of channel type. The model is highly valuable in light of the importance of the concept of engagement in internet research.

The impact of strategic quality orientation on innovation capabilities and sustainable business growth

2018 ◽  
Vol 35 (8) ◽  
pp. 1568-1598 ◽  
Author(s):  
Bilal Ahmad Khan ◽  
Hummayoun Naeem
Keyword(s):  
Conceptual Framework ◽  
Structural Equation ◽  
Service Industries ◽  
Service Organizations ◽  
Equation Modeling ◽  
Business Growth ◽  
Sustainable Business ◽  
Empirical Examination ◽  
Content Type ◽  
The Impact

PurposeThe purpose of this paper is to present a new conceptual framework for service organizations to achieve sustainable business performance through strategic quality orientation and innovation capabilities on the basis of relevant literature review and integration of various innovation and business sustainability theories and models. The study tests if the strategic quality orientation enhances innovation capabilities in terms of exploitation and explorative innovation, which, in turn, can lead to sustainable business growth. Mediating impact of innovation capabilities between strategic quality orientation and sustainable business growth relationship is also examined.Design/methodology/approachA conceptual framework was developed to test and establish these relationships. Results were analyzed based on 442 questionnaires collected from five different service industries of Pakistan, and the structural equation modeling technique was used to empirically test the conceptual framework.FindingsThe results indicate that strategic quality orientation directly affects innovation capabilities and sustainable business growth and also indirectly impacts sustainable business growth through its effect on innovation capabilities.Practical implicationsThe study suggests service organizations can jointly implement quality and innovation using a structured approach, with strategic quality orientation as the foundation. In this way, they can leverage from their strategic quality management, supplier relationship, corporate quality culture, continual improvement and people management in order to ensure innovation and sustainability in their business growth.Originality/valueThe study integrates strategic quality orientation and innovation capabilities, and validates a new organizational framework through empirical examination which can be used by service organizations to ensure their sustainable business growth.

scholarly journals The role of social media in communication about food risks

2017 ◽  
Vol 119 (3) ◽  
pp. 453-467 ◽  
Author(s):  
Julie Henderson ◽  
Annabelle M. Wilson ◽  
Trevor Webb ◽  
Dean McCullum ◽  
Samantha B. Meyer ◽  
...  
Keyword(s):  
Social Media ◽  
Food Industry ◽  
Consumer Trust ◽  
Accurate Information ◽  
Structured Interviews ◽  
Content Type ◽  
News Stories ◽  
Social Media Presence ◽  
The Impact

Purpose The purpose of this paper is to explore the views of journalists, food regulators and the food industry representatives on the impact of social media on communication about food risk. The authors identify how journalists/media actors use social media in identifying and creating news stories arguing that food regulators need to maintain a social media presence to ensure that accurate information about food safety is disseminated via social media. Design/methodology/approach Data were collected through 105 semi-structured interviews. Findings While food regulators and representatives of the food industry identify advantages of social media including two-way communication and speed of transmission of information, they maintain concerns about information provided via social media fearing the potential for loss of control of the information and sensationalism. There is evidence, however, that media actors use social media to identify food stories, to find sources, gauge public opinion and to provide a human interest angle. Practical implications While there are commonalities between the three groups, concerns with social media reflect professional roles. Food regulators need to be aware of how media actors use social media and maintain a social media presence. Further, they need to monitor other sources to maintain consumer trust. Originality/value This paper adds to public debate through comparing the perspectives of the three groups of respondents each that have their own agendas which impact how they interact with and use social media.

scholarly journals The impact of the cooperative structure on organizational social capital

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Erwin Stoop ◽  
Taco Brandsen ◽  
Jan-Kees Helderman
Keyword(s):  
Social Capital ◽  
Financial Services ◽  
Social Dynamics ◽  
Institutional Environment ◽  
Structured Interviews ◽  
Content Type ◽  
Organizational Social Capital ◽  
Institutional Conditions ◽  
Human Resources Managers ◽  
The Impact

Purpose Most research into the relationship between social capital and cooperatives takes social capital as the independent variable and the cooperative as the dependent variable, but as yet the authors know little about causality in the other direction. The purpose of this paper is to examine whether the cooperative structure helps to maintain organizational social capital. Design/methodology/approach Semi-structured interviews were conducted with 46 participants from local banks (chairpersons, directors, managers, team leaders and human resources managers). Findings Although the cooperative structure formally remained in place, integration into financial markets and digitalization effectively disembedded the organization from its original social context. The cooperative model can only remain distinctive, in terms of how it relates to its clients, under certain institutional conditions. Practical implications The findings suggest that scaling, in response to changes in the institutional environment, was an important factor in changing the nature of the organization. Originality/value The paper contributes to the understanding of the social dynamics of cooperatives in the field of financial services.

Multichannel management gets “social”

2014 ◽  
Vol 48 (7/8) ◽  
pp. 1274-1295 ◽  
Author(s):  
Ilaria Dalla Pozza
Keyword(s):  
Social Media ◽  
Conceptual Framework ◽  
Structured Interviews ◽  
Content Type ◽  
Competitive Effects ◽  
Customer Behaviour ◽  
Exploratory Approach ◽  
The Social ◽  
Twitter Users ◽  
Media Channels

Purpose – This paper aims to investigate customers’ motivations and the decision-making process when choosing a channel in a “social” multichannel environment that includes social media channels, and the complementary and competitive effects compared to traditional channels within the multichannel strategy of a major European telecoms provider. A conceptual framework of multichannel customer behaviour in a “social” multichannel environment is proposed. Design/methodology/approach – The study adopts an exploratory approach through 74 semi-structured interviews with customers of a major European telecoms provider who have also used social media channels to contact the company (customer-initiated contact, CIC). Findings – Users of distinct social media channels are driven by different motivations. For instance, the social motivation for using social media is evident for Facebook users, while Twitter users are mainly driven by utilitarian considerations. Although users of different social media channels represent distinct segments in terms of behaviours and motivations, complementary effects among channels (new and traditional) are generally detected in the sense that a better customer experience is driven by the presence of multiple channels. Research limitations/implications – Data collection was performed for only one company in one industry and should be extended to other industries, although our results were confirmed by discussions with social media managers of other companies. Practical implications – The research offers suggestions to develop multichannel strategies in a “social” multichannel environment. Originality/value – This study advances knowledge in the multichannel management field by investigating why and how customers utilize channels in a multichannel environment that includes social media channels. The authors develop a conceptual framework of multichannel customer behaviour for CIC in a “social” multichannel environment.

An empirical examination of firm financial performance along dimensions of supply chain resilience

2017 ◽  
Vol 40 (3) ◽  
pp. 254-269 ◽  
Author(s):  
Xun Li ◽  
Qun Wu ◽  
Clyde W. Holsapple ◽  
Thomas Goldsby
Keyword(s):  
Supply Chain ◽  
Financial Performance ◽  
Three Dimensions ◽  
Empirical Examination ◽  
Content Type ◽  
Supply Chain Resilience ◽  
Critical Dimensions ◽  
Firm Financial Performance ◽  
Supply Chain Agility ◽  
The Impact

Purpose This paper aims to investigate the impact of three critical dimensions of supply chain resilience, supply chain preparedness, supply chain alertness and supply chain agility, all aimed at increasing a firm’s financial outcomes. In a turbulent environment, firms require resilience in their supply chains to prepare for potential changes, detect changes and respond to actual changes, thus providing superior value. Design/methodology/approach Using survey data from 77 firms, this study develops scales for preparedness, alertness and agility. It then tests their hypothesized relationships with a firm’s financial performance. Findings The results reveal that the three dimensions of supply chain resilience (i.e. preparedness, alertness and agility) significantly impact a firm’s financial performance. It is also found that supply chain preparedness, as a proactive resilience capability, has a greater influence on a firm’s financial performance than the reactive capabilities including alertness and agility, suggesting that firms should pay more attention to proactive approaches for building supply chain resilience. Originality/value First, this study develops a comparatively comprehensive definition for supply chain resilience and explores its dimensionality. Second, this study provides empirically validated instruments for the dimensions of supply chain resilience. Third, this study is one of the first to provide empirical evidence for direct impact of supply chain resilience dimensions on a firm’s financial performance.

scholarly journals The Impact of Social Media Use on Consumers’ Restaurant Consumption Experiences: A Qualitative Study

2021 ◽  
Vol 13 (12) ◽  
pp. 6581
Author(s):  
Jooyoung Hwang ◽  
Anita Eves ◽  
Jason L. Stienmetz
Keyword(s):  
Decision Making ◽  
Social Media ◽  
Selection Process ◽  
Decision Making Process ◽  
Structured Interviews ◽  
High Standards ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
Search For Information ◽  
The Impact

Travellers have high standards and regard restaurants as important travel attributes. In the tourism and hospitality industry, the use of developed tools (e.g., smartphones and location-based tablets) has been popularised as a way for travellers to easily search for information and to book venues. Qualitative research using semi-structured interviews based on the face-to-face approach was adopted for this study to examine how consumers’ restaurant selection processes are performed with the utilisation of social media on smartphones. Then, thematic analysis was adopted. The findings of this research show that the adoption of social media on smartphones is positively related with consumers’ gratification. More specifically, when consumers regard that process, content and social gratification are satisfied, their intention to adopt social media is fulfilled. It is suggested by this study that consumers’ restaurant decision-making process needs to be understood, as each stage of the decision-making process is not independent; all the stages of the restaurant selection process are organically connected and influence one another.

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