The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hailian Qiu ◽  
Minglong Li ◽  
Billy Bai ◽  
Ning Wang ◽  
Yingli Li
Keyword(s):  
High Reliability ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Conservation Of Resources ◽  
Workload Management ◽  
Content Type ◽  
Technology Application ◽  
Starting Point ◽  
The Impact ◽  
Practical Implications

Purpose Hospitableness lies in the center of hospitality services. With the infusion of artificial intelligence (AI) technology in the hospitality industry, managers are concerned about how AI influences service hospitableness. Previous research has examined the consequences of AI technology based on customers’ assessment while ignoring the key players in service hospitableness – frontline employees (FLEs). This study aims to reveal how AI technology empowers FLEs physically, mentally and emotionally, facilitating hospitableness provision. Design/methodology/approach As the starting point, the instrument for AI-enabled service attributes was designed based on previous literature, hotel FLE interviews, expert panel and a pilot survey, and then validated using survey data. After that, a paired supervisor-employee sample was recruited in 15 hotels, and 342 valid questionnaires covering the constructs were obtained. Findings Factor analyses and measurement model evaluation suggest that the four factors, including anthropomorphic, entertainment, functional and information attributes, explain the construct of AI-enabled service attributes well, with high reliability and validity. Additionally, anthropomorphic, functional and information attributes of AI technology have been found to enable FLEs physically, mentally and emotionally, which further lead to increased service hospitableness. The entertainment attributes do not significantly reduce physical and mental fatigue but lead to positive emotions of FLEs significantly. Additionally, psychological job demand moderates the effects of AI-enabled service attributes on physical fatigue. Practical implications Practical implications can be made for AI technology application and hospitableness provision, in terms of AI technology analysis, job design and employee workload management. Originality/value This research contributes to understanding AI-enabled service attributes and their consequences, extends the conservation of resources theory to AI application context and promotes the research on service hospitableness.

Lesson study outcomes: a theoretical model

2019 ◽  
Vol 8 (2) ◽  
pp. 117-134 ◽  
Author(s):  
John Paul Mynott
Keyword(s):  
Case Studies ◽  
Lesson Study ◽  
Design Methodology ◽  
Potential Outcomes ◽  
Limiting Factors ◽  
Educational Setting ◽  
Content Type ◽  
Starting Point ◽  
The Impact ◽  
Practical Implications

Purpose Lesson study (LS) research is disadvantaged by a lack of clarity surrounding the potential outcomes an LS cycle can produce for participant learning. The purpose of this paper is to set out a model of the potential outcomes an LS cycle can achieve. The model identifies the limitations that can occur in LS groups and how these limitations impact on the overall outcomes for participants. Design/methodology/approach Case studies are used to exemplify the different outcomes in the model taken from five years of LS work in a primary school in England. The case studies shape the four different outcomes of the model, defining and contextualising the attributes and characteristics of each outcome. Findings The model presented indicates that there are four key outcomes for LS cycles, with the most common outcome being a form of limited learning. The paper explores the limitations of time, collaboration and expertise to articulate how each of these limiting factors has a bearing on the overall outcome for an LS cycle. Research limitations/implications The model is currently based on a singular educational setting. This means that each outcome needs further exploration through wider LS work in order to clarify and refine the outcome model. Practical implications The outcome model will support the development of a shared vocabulary for discussing LS cycles. By articulating where on the outcome model an LS is, it is possible for researchers to discuss how to reduce the impact of limitations and other challenges to LS, enabling research to develop a more evaluation-led approach to using LS. Originality/value The outcome model supports LS researchers in articulating the outcomes of their LS cycles with a shared vocabulary. It addresses understudied areas of LS research, namely failed and dysfunctional LS cycles and identifies that while an LS can bring the potential for participant learning, the cycle outcomes are the starting point for participant change.

Reflections on the theme issue outcomes: Expo 2020: what will be the impact on Dubai?

2019 ◽  
Vol 11 (3) ◽  
pp. 346-350 ◽  
Author(s):  
Sanjay Nadkarni ◽  
Richard Teare
Keyword(s):  
Collaborative Work ◽  
Theme Issue ◽  
Content Type ◽  
Starting Point ◽  
Before And After ◽  
Collaborative Working ◽  
The Impact ◽  
Practical Implications ◽  
Detailed Picture ◽  
Selection Of

Purpose The purpose of this paper is to profile the Worldwide Hospitality and Tourism Themes (WHATT) theme issue “Expo 2020: What will be the impact on Dubai?” with reference to the experiences of the theme editor and writing team. Design/methodology/approach This paper uses structured questions to enable the theme editor to reflect on the rationale for the theme issue question, the starting point, the selection of the writing team and material and the editorial process. Findings This paper provides a framework to facilitate discussion between academics and practitioners engaged with Dubai’s Expo 2020, identifies ways of improving competitiveness as an events destination and contributes to thinking about sustainable development before and after the event. The outcomes of a broad-ranging collaboration yield fresh insights, a deeper understanding of the issues and an array of possible responses to the theme issue question. Practical implications The theme issue outcomes provide lines of enquiry for others to explore and they reinforce the value of WHATT’s approach to collaborative working and writing. Originality/value The collaborative work reported in this theme issue offers a unified but contrarian response to the theme’s strategic question. Taken together, the collection of articles provides a detailed picture of the on-going preparation for Expo 2020 and plans to ensure continued growth in the post-Expo phase.

Achieving metacognition through cognitive strategy instruction

2017 ◽  
Vol 31 (6) ◽  
pp. 696-717 ◽  
Author(s):  
Marina Apaydin ◽  
Mohamad Hossary
Keyword(s):  
Cognitive Skills ◽  
Practical Implication ◽  
Strategy Instruction ◽  
Reliability And Validity ◽  
Control Group ◽  
Self Awareness ◽  
Integrative Learning ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to present hands-on techniques that could help achieve higher forms of cognitive work of Bloom’s learning taxonomy and progress toward self-actualization, the top of Maslow’s hierarchy of needs. These results can be achieved by the combination of Apaydin’s 3A approach and integrative learning. Design/methodology/approach The results of the exploratory study of student self-inquiry are analyzed using content analysis method. Findings The results indicate that students who underwent through metacognitive instruction exhibit higher cognitive skills than the control group. These skills were manifested in more detailed and extensive responses, more long-term orientation, and higher thrive toward self-development. The study also identified significant gender differences. Research limitations/implications Only two raters reviewed the categories. Increasing the number of raters would potentially increase the reliability and validity of this study. The data were collected in one university in one country. Similar studies conducted in different settings could produce different results. Since the control group was self-selected, it might lead to a performance bias in this group. Practical implications This research has practical implications for improving self-awareness and metacognition of the students. The addition of an unexpected self-applied perspective and application of Problem Solving Algorithm (PSA) to themselves enables the students to see the value of otherwise abstract concepts presented in the textbooks and forgotten immediately after the semester is over. Social implications The students can be socially more prepared to become self-aware professionals and thus improve their career options. Originality/value To the authors’ knowledge, this is the first study in the educational research which investigates the impact of implementation of metacognitive instructional techniques on student self-awareness and performance, which has immediate practical implication for student learning and success.

Consumers’ luxury value perception in the Brazilian premium beer market

2016 ◽  
Vol 28 (4) ◽  
pp. 369-386 ◽  
Author(s):  
Karim Marini Thomé ◽  
Guilherme da Mata Pinho ◽  
Daiane Pereira Fonseca ◽  
Ariel Barros Pirangy Soares
Keyword(s):  
Structural Equation ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Equation Modeling ◽  
Content Type ◽  
Four Dimensions ◽  
Value Perception ◽  
Beer Consumption ◽  
Confirmatory Factor ◽  
Practical Implications

Purpose The purpose of this paper is to analyze the consumers’ luxury value perception in Brazilian premium beer market. Design/methodology/approach Data from a survey of 418 Brazilian consumers were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modeling was used to analyze the consumers’ luxury value perception. Findings The analytical results showed that the dimensions of social, individual and functional values featured items with high significance. For the fourth dimension (financial value), just one item presented relevance. Along with it, correlation between dimensions was analyzed. All four dimensions have higher significance and great estimates. Research limitations/implications This research was executed in a single country environment. Practical implications Results suggest that the only significant item to the consumers’ luxury value perception in the dimension of financial value is the higher price of premium beers. Other dimensions are well fit for the premium beer market. Originality/value To present date, marketing literature in the beer issue approaches its consumption as an economic phenomenon. This paper develops a notion that beer consumption can also be approached in a luxury consumption perspective. The framework developed in this paper can assist future researchers to consider consumption of different types and levels of beer, based on luxury value perception.

Lessons from integrated care pilots in England

2019 ◽  
Vol 28 (1) ◽  
pp. 2-6
Author(s):  
Nigel Edwards
Keyword(s):  
Integrated Care ◽  
Context Change ◽  
Policy Makers ◽  
Content Type ◽  
Starting Point ◽  
Different Types ◽  
Hospital Utilisation ◽  
High Level ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to provide a summary of some of the lessons about implementing different types of integrated care. Design/methodology/approach The author used evidence from the author’s own evaluations and the findings of other researchers to identify some important lessons for policy makers and practitioners. Findings The author identifies eight high-level lessons which may be of interest to policy makers and practitioners working in the field. Research limitations/implications The lessons outlined in the paper provide only a starting point for those designing interventions or evaluation. Practical implications The changes required to implement integrated care are complex and are embedded in a complex context. Change of this type is difficult and generally takes longer to deliver than expected. The evaluation of these models often requires longer than is often available and needs to focus on the impact on the whole system rather than narrow measures, e.g. hospital utilisation. Originality/value This is a viewpoint paper synthesising evidence from the English pilot programmes in integrated care.

Knowledge management reliability and its impact on organizational performance

2014 ◽  
Vol 48 (2) ◽  
pp. 102-126 ◽  
Author(s):  
Mohammad Mahdavi Mazdeh ◽  
Roozbeh Hesamamiri
Keyword(s):  
Knowledge Management ◽  
Organizational Performance ◽  
High Reliability ◽  
Theoretical Framework ◽  
Dimensional Structure ◽  
Equation Modeling ◽  
Content Type ◽  
Starting Point ◽  
The Impact ◽  
Financial Process

Purpose – Although the topic of knowledge management (KM) failure has emerged over the past several years, no specific theory has been proposed about the ability of an organization to discover and manage unexpected failures in the organizational capabilities of KM. Thus, the main aim of this paper is to develop a theory of KM reliability by taking into account the availability of existing theory of high reliability for organizations. Furthermore, this study aims to empirically evaluate the impact of a reliable KM on organizational performance by developing a reliability measurement instrument. Design/methodology/approach – The study develops and tests a theoretical framework whereby the reliable KM is supported on its reliability aspects and organizational performance on its financial, process, and internal aspects. Based on a questionnaire, data were obtained from a sample of 254 companies in North America. The measurement model was tested and confirmed by using structural equation modeling (SEM). Findings – The results show that the reliable KM has a multi-dimensional structure as described by the proposed theoretical framework. Additionally, the results underscore the importance of KM reliability in creating conditions favorable for a firm's success. Practical implications – It was verified that the reliable KM affects the measures of organizational performance, including financial, process, and internal performance. This is useful for researchers and executives looking for appropriate outcomes through the implementation of KM initiatives. Furthermore, this study provides a starting point for further research on KM reliability. Originality/value – This study claims that a key to successful KM is to create a cognitive infrastructure that enables simultaneous adaptive learning and provides an organizational reliability infrastructure through the management of unwanted, unanticipated, and unexplainable failures in the KM's required capabilities.

Impact of entrepreneurship programmes on university students

2016 ◽  
Vol 58 (2) ◽  
pp. 209-228 ◽  
Author(s):  
Patricia P. Iglesias-Sánchez ◽  
Carmen Jambrino-Maldonado ◽  
Antonio Peñafiel Velasco ◽  
Husam Kokash
Keyword(s):  
Perceived Risk ◽  
Entrepreneurial Intention ◽  
University System ◽  
Content Type ◽  
Business Creation ◽  
Start Up ◽  
Starting Point ◽  
The University ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to investigate entrepreneurship in Malaga University based on the Theory of Planned Behaviour model. There are two objectives: to analyse the influence of the main elements of orientation to entrepreneurship and to evaluate the efficiency of education programmes in the university system. Design/methodology/approach – The authors have chosen Ajzen’s influential model (1991) for analysing entrepreneurial intention as the basis for the analysis of a sample of 392 students at Malaga University. Findings – The results suggest that the students’ predisposition to entrepreneurship is moderate because perceived risk and ideas about their own abilities hinder their decision to start up a business. Practical implications – This research has practical implications for universities involved in designing programmes aimed at business creation. Social implications – This research provides interesting insights which could help new companies to be created, thus alleviating the unemployment resulting from the economic crisis. Originality/value – With the help of this widely used theoretical model to study, the authors analyse the impact of Entrepreneurship Education Programmes in higher education. It is only a starting point from which to evaluate which elements should be reinforced in entrepreneurship programmes if they are to achieve effective results.

Perceived workplace gender-bias and psychological impact

2019 ◽  
Vol 43 (3/4) ◽  
pp. 339-353 ◽  
Author(s):  
Siham Lekchiri ◽  
Cindy Crowder ◽  
Anna Schnerre ◽  
Barbara A.W. Eversole
Keyword(s):  
Gender Bias ◽  
Critical Incident ◽  
Psychological Impact ◽  
Working Women ◽  
Content Type ◽  
Treatment Bias ◽  
Male Dominated ◽  
The Impact ◽  
Organizational Mechanisms ◽  
Practical Implications

Purpose The purpose of this paper is to explore the experiences of working women in a male-dominated country (Morocco) and unveil the unique challenges and everyday gender-bias they face, the psychological impact of the perceived gender-bias and, finally, identify a variety of coping strategies or combatting mechanisms affecting their motivation and retention in the workplace. Design/methodology/approach Empirical evidence was obtained using a qualitative research method. The Critical Incident Technique (CIT) was used to collect incidents recalled by women in the select institution reflecting their perceptions of their managers’ ineffective behaviors towards them and the impact of these behaviors. The critical incidents were inductively coded, and behavioral statements were derived from the coded data. Findings The qualitative data analysis led them to structure the data according to two theme clusters: The perceived gender-bias behaviors (Covert and evident personal and organizational behaviors) and Psychological impacts resulting from the perceived bias. These behavioral practices included abusive behaviors, unfair treatment, bias and lack of recognition. The psychological impact elements involved decreased productivity, depression, anxiety and low self-esteem. Practical implications Understanding these experiences can facilitate the identification of strategies geared towards the retention of women in the workforce, and Moroccan organizations can develop and implement strategies and policies that are geared towards eliminating gender-bias in the workplace and to retaining and motivating women who remain ambitious to work in male-dominated environments and cultures. Originality/value This paper provides evidence that sufficient organizational mechanisms to support women in male-dominated environments are still unavailable, leaving them to find the proper coping mechanisms to persevere and resist.

Embedding employability within higher education for the profession of policing

2019 ◽  
Vol 9 (3) ◽  
pp. 319-328
Author(s):  
Ian Pepper ◽  
Ruth McGrath
Keyword(s):  
Higher Education ◽  
Design Methodology ◽  
Research Study ◽  
Longitudinal Research ◽  
Evidence Base ◽  
Content Type ◽  
Educational Provision ◽  
Professional Body ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to evaluate the impact of an employability module, the College of Policing Certificate in Knowledge of Policing (CKP), on students’ career aspirations, their confidence and wish to join the police along with the appropriateness of the module. This will inform the implementation of employability as part of the College of Policing-managed Police Education Qualifications Framework (PEQF). Design/methodology/approach A three-year longitudinal research study used mixed methods across four points in time to evaluate the impact on students studying the employability module. Findings The research suggests that the employability-focussed CKP was useful as an introduction to policing, it developed interest in the police and enhanced the confidence of learners applying to join. Lessons learnt from the CKP should be considered during the implementation of the PEQF. Research limitations/implications The ability to generalise findings across different groups is limited as other influences may impact on a learner’s confidence and employability. However, the implications for the PEQF curriculum are worthy of consideration. Practical implications As the police service moves towards standardised higher educational provision and evolution of policing as a profession, lessons can be learnt from the CKP with regards to the future employability of graduates. Originality/value Enhancing the employability evidence base, focussing on policing, the research identified aspects which may impact on graduates completing a degree mapped to the PEQF. The research is therefore of value to higher education and the professional body for policing.

Employee emotional displays in the extended service encounter

2019 ◽  
Vol 31 (1) ◽  
pp. 115-136 ◽  
Author(s):  
Magnus Soderlund ◽  
Hanna Berg
Keyword(s):  
Marketing Communications ◽  
Emotional Expressions ◽  
Service Firms ◽  
Still Images ◽  
Content Type ◽  
Emotional Displays ◽  
Service Setting ◽  
Low Levels ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos. Design/methodology/approach Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high). Findings Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes. Practical implications The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees. Originality/value The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

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