scholarly journals “Most Americans like their privacy.” Exploring privacy concerns through US guests’ reviews

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
David D’Acunto ◽  
Serena Volo ◽  
Raffaele Filieri
Keyword(s):  
Content Analysis ◽  
Cultural Distance ◽  
Text Analytics ◽  
Content Type ◽  
Privacy Concerns ◽  
Linguistic Inquiry Word Count ◽  
Cultural Proximity ◽  
Hotel Chains ◽  
Independent Hotels ◽  
Hotel Managers

Purpose This study aims to explore US hotel guests’ privacy concerns with a twofold aim as follows: to investigate the privacy categories, themes and attributes most commonly discussed by guests in their reviews and to examine the influence of cultural proximity on privacy concerns. Design/methodology/approach This study combined automated text analytics with content analysis. The database consisted of 68,000 hotel reviews written by US guests lodged in different types of hotels in five European cities. Linguistic Inquiry Word Count, Leximancer and SPSS software were used for data analysis. Automated text analytics and a validated privacy dictionary were used to investigate the reviews by exploring the categories, themes and attributes of privacy concerns. Content analysis was used to analyze the narratives and select representative snippets. Findings The findings revealed various categories, themes and concepts related to privacy concerns. The two most commonly discussed categories were privacy restriction and outcome state. The main themes discussed in association with privacy were “room,” “hotel,” “breakfast” and several concepts within each of these themes were identified. Furthermore, US guests showed the lowest levels of privacy concerns when staying at American hotel chains as opposed to non-American chains or independent hotels, highlighting the role of cultural proximity in privacy concerns. Practical implications Hotel managers can benefit from the results by improving their understanding of hotel and service attributes mostly associated with privacy concerns. Specific suggestions are provided to hoteliers on how to increase guests’ privacy and on how to manage issues related to cultural distance with guests. Originality/value This study contributes to the hospitality literature by investigating a neglected issue: on-site hotel guests’ privacy concerns. Using an unobtrusive method of data collection and text analytics, this study offers valuable insights into the categories of privacy, the most recurrent themes in hotel guests’ reviews and the potential relationship between cultural proximity and privacy concerns.

Chinese restaurant employees’ perceptions of their nationals abroad: a comparative study

2016 ◽  
Vol 10 (2) ◽  
pp. 205-222 ◽  
Author(s):  
Omar Moufakkir ◽  
Yvette Reisinger
Keyword(s):  
Cultural Diversity ◽  
Cultural Distance ◽  
Third Space ◽  
Service Encounter ◽  
Content Type ◽  
Chinese Restaurant ◽  
Cultural Proximity ◽  
Restaurant Employees ◽  
The Difference ◽  
Service Gap

Purpose This study aims to further an understanding of hospitality employees’ perceptions of their customers in the context of service encounter by utilizing the concepts of contact hypothesis and cultural distance in a multi-ethnic environment. The study compares perceptions of Chinese immigrants working in restaurants of their British patrons (from a remote culture) and Chinese patrons (from a proximate culture). The service encounter takes place in the London Chinatown. The dynamics of Chinatown as a “third space” adds complexity to service encounter and employee perceptions. Design/methodology/approach A self-administered questionnaire was distributed to 118 Chinese restaurant employees in the Soho area of the London Chinatown. Perception questions were based on interviews undertaken in an earlier phase of the research. A paired t-test was run to identify significant differences in the Chinese restaurant employees’ perceptions of the Chinese and British patrons. Discriminant analysis was performed to determine which perception variables discriminated the most between the two patron groups. Findings Despite cultural proximity, the perceptions held by Chinese restaurant employees of their nationals were negative compared to the perceptions of British patrons. Out of 16, in 15 areas of measurement, there were significant differences in the Chinese restaurant employees’ perceptions’ of their Chinese and British guests. Six variables that discriminated the most between the two groups of guests were no tips, not polite, loud, no compliment, messy and demanding. Research limitations/implications Research in ethnic and minority quarters, such as Chinatown in London, may suffer from “recall bias”, or in this case from making the difference between customer groups. Also, the Chinese are not a homogeneous group. For example, despite cultural similarity with mainstream culture, cultural and behavioral characteristics may exist between residents from the South, North and Hong Kong. Practical implications The cultural diversity of the industry’s employees necessitates managing cultural diversity effectively, especially in the sectors that rely heavily on guest–employee interaction. Perceptions affect attitudes and behavior. Training programs about perception and its roots may bridge the service gap in high-contact service encounters. Originality/value This study provides a ground for future empirical research into understanding the immigrant employees’ perceptions of their guests, nationals versus non-nationals and the ways for improving these perceptions. Taking the example of Chinatown as a dynamic “third space” is another approach to understanding the effects of “ethnoscape” on encounters in a more globalized village.

scholarly journals Motivations of undertaking CSR initiatives by independent hotels: a holistic approach

2019 ◽  
Vol 31 (6) ◽  
pp. 2468-2487 ◽  
Author(s):  
Vahideh Abaeian ◽  
Kok Wei Khong ◽  
Ken Kyid Yeoh ◽  
Scott McCabe
Keyword(s):  
Qualitative Interviews ◽  
Holistic Approach ◽  
Senior Managers ◽  
Content Type ◽  
Environmental Initiatives ◽  
Trade Offs ◽  
Key Stakeholders ◽  
Independent Hotels ◽  
Hotel Managers ◽  
Corporate Social

PurposeThe purpose of this study is to explore how senior managers of independent hotels perceive the notion of corporate social responsibility (CSR) through a holistic analysis of motivations of undertaking both social and environmental initiatives.Design/methodology/approachThis study conducts qualitative interviews with 22 Malaysian senior hotel managers together with ethnographic observations.FindingsEmergent themes show that CSR is a dynamic concept involving complex struggles and trade-offs between fulfilling business objectives, paying heed to personal ethical values and considering cultural norms when making decisions regarding the adoption of a range of environmental and social initiatives.Research limitations/implicationsThis study contributes to legitimacy theory by highlighting that in the absence of pressure from key stakeholders for responsible initiatives, managers still proactively engage in CSR initiatives. More surprising still is that they set expectations instead of simply aligning or responding to the key stakeholders’ pre-set demands. Meanwhile, the uniqueness, size and purposeful selection of the sample limit the applicability of the findings to wider geographical and cultural locations.Practical implicationsWhile Malaysian hotel managers are willing to use CSR practices to demonstrate their commitment to their employees and the local communities where they operate, it is equally important that they utilize other media (such as their websites or social media) for both promotional and legitimacy building purposes. Within the context of growing tourism for economic development, the Malaysian Government can develop more effective strategies, rewards or incentives for encouraging businesses to undertake and improve CSR adoption for sustainability of this industry.Originality/valueBy extending the scope of CSR studies beyond firm performance issues, we attempt to show the wider set of motivations and contexts considered important in determining hotel engagement in CSR programs.

Hostel front desk employees’ perception of customers: a comparative analysis based on cultural background

2017 ◽  
Vol 11 (3) ◽  
pp. 355-371 ◽  
Author(s):  
Omar Moufakkir ◽  
Mohamad N. Alnajem
Keyword(s):  
Cultural Differences ◽  
Cultural Distance ◽  
Middle Eastern ◽  
Service Encounter ◽  
Cultural Perspective ◽  
Content Type ◽  
Cultural Proximity ◽  
Culturally Different ◽  
Front Desk ◽  
Middle Eastern Arab

Purpose Despite their popularity among tourists, information about low-cost accommodation is limited. The study aims to focus on hostels as tourist accommodation. The purpose of this paper is to document the perceptions of hostel front-desk employees about customers and examine employees’ perceptions from a cultural perspective. As culture moderates behavior in general, in light of the cultural difference postulate which proposes that guests and hosts who are from similar or proximate cultures are more likely to experience positive service encounter and that encounter between guests and hosts from distant cultures may be more challenging to service providers, the study compares the perceptions of hostel Western front-desk employees with those of Eastern front-desk employees of their customers. Customers are categorized into four groups – Western customers, Eastern, Middle Eastern/Arab and African. Exploratory interviews paved the development of perception items, which were later on used in a questionnaire to serve the study’s purpose. The paper has managerial and theoretical implications and offers suggestions for further research to advance understanding about this neglected tourism environment. Design/methodology/approach Preliminary/exploratory short interviews with hostel employees in London paved the development of perception items, which were later on used in a questionnaire. There are about 190 hostels in the London area. The questionnaire was self-administered and successfully completed by 113 front-desk employees working in London hostels. t-test statistics was used to examine whether the two groups of employees hold different perceptions about their culturally different group of customers. Findings Results indicate that, generally, differences in perception exist among hostel employees about their customer groups. For example, Western customers are perceived as nicer and more tip-givers than Eastern customers, but they also complain more and are more demanding than their counterparts. Asian customers are perceived to be friendlier, least troublesome and least demanding than the other customer groups. African customers are the least positively perceived. As for Middle Eastern (Arab) customers, they are perceived rather somewhat positively and yet the least favorite. Furthermore, no statistical differences were observed between Western employees and Eastern employees’ perceptions about their customer groups, except that the latter perceives Asian customers to be more troublesome and more complaining. Research limitations/implications Although researchers have compared Western people’s behaviors and attitudes with those of Eastern people, differences may also exist within cultural groups, especially between East Europeans and West Europeans, between Middle Eastern and North Africans or between Americans and Canadians, despite cultural proximity. Therefore, it is always reasonable to interpret cultural differences studies cautiously. Practical implications Hostel management is advised not to take cultural proximity/distance between employees and customers for granted and, thus, should not assume that Eastern employees are more likely to provide better service to Eastern customers than Western employees or that Western employees are more likely to do so to Western customers because they are culturally similar or proximate. In an increasingly globalized world and mobile and culturally diverse workforce in the hospitality sector, it becomes necessary to raise employees’ awareness about cultural differences and their probable effects on perceptions. This is especially true for hostels because of their social characteristic. Originality/value Despite the importance of hostels to the tourism and hospitality industry, not much is known about their customers or their employees. In addition to contributing to employee perception in general, which is also a neglected area of study, this paper used cultural distance/proximity to assess differences in perception between Eastern employees and Western employees about four culturally different groups of hostel customers. In light of the impacts of globalization on consumer behavior, this paper joins other research to challenge the cultural distance postulate in the service encounter context.

scholarly journals Leaders or organisations?

2020 ◽  
Vol 32 (6) ◽  
pp. 2055-2074
Author(s):  
Alireza Nazarian ◽  
Peter Atkinson ◽  
Pantea Foroudi ◽  
Dilini Edirisinghe
Keyword(s):  
Servant Leadership ◽  
Leadership Style ◽  
Tourist Industry ◽  
Traditional Values ◽  
Developed Country ◽  
Content Type ◽  
Personal Leadership ◽  
Independent Hotels ◽  
Expatriate Managers ◽  
Hotel Managers

Purpose Managers of independent hotels need to maximise organisational citizenship behaviour (OCB) among employees to gain sufficient competitive advantage in an increasingly competitive environment, so it is important to understand what affects it. To achieve this, the purpose of this paper is to test if servant leadership, OCB and other related constructs have the same relationships between them in two contrasting parts of the world. Design/methodology/approach Survey data were gathered from managers of independent hotels in Spain (451) and Iran (429). Spain was selected because it is a developed country that is a leading destination for tourists. Iran was chosen as a contrast, as it is a developing country with a growing tourist industry. Findings The findings show that Spain and Iran demonstrate different patterns of relationships in the selected variables, suggesting that Iranians trust their leaders more than the organisational systems, whereas the Spanish trust organisational systems more than their leaders. These results are consistent with Spanish culture having higher individualism than Iranian culture. They are also consistent with Iranian culture prioritising traditional values, such as personal loyalty to managers, and Spanish culture prioritising modern values, such as impersonal rules and objective processes. Research limitations/implications This study suggests that leadership and justice affect OCB in different ways where modern values prevail compared to where traditional values prevail. It suggests that managers of independent hotels in Iran should follow the example of Spanish hotel managers by adopting more objective and fair procedures while showing that inward investors and expatriate managers in Iran should be aware of the importance of personal leadership style. Further research is needed in different countries and regions to improve the generalisability of our findings. Originality/value This study contributes to the literature on the application of the servant leadership construct, which was developed in the West, to other regional contexts. It also adds to the literature of independent hotels, which is an important yet under-researched part of the hospitality industry.

scholarly journals How leadership affects organisational citizenship behaviour – a study of independent hotels

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Alireza Nazarian ◽  
Peter Atkinson ◽  
Pantea Foroudi ◽  
Rezvan Velayati ◽  
Dilini Edirisinghe ◽  
...  
Keyword(s):  
Transactional Leadership ◽  
Leadership Style ◽  
Structural Equation ◽  
Organisational Culture ◽  
Culture Conditions ◽  
Content Type ◽  
Independent Hotels ◽  
Hotel Managers ◽  
The Relationship ◽  
Do So

Purpose The purpose of this paper is to examine the factors that managers in independent hotels can influence to improve organisational citizenship behaviour (OCB) by examining the relationship between leadership style and OCB through newly developed balanced organisational culture and trust variables. Unlike most studies, which have been on chain hotels, this study investigates these relationships in independent hotels in Iran. Additionally, organisational size was also included in the study. Design/methodology/approach Using information from Ministry of Cultural Heritage, Handicrafts and Tourism, 160 independent hotels were identified and approached. A survey was assembled using well-known instruments. In total, 392 usable questionnaires out of 1,150 distributed were collected from employees and analysed using structural equation modelling. Findings Contrary to previous studies, it was found that in this context, neither transformational nor transactional leadership affects trust directly but only through balanced organisational culture, and only transactional leadership had a direct relationship with OCB. Also, organisational size had a moderating effect on the relationship between trust and OCB. Originality/value The authors add to the theoretical literature dealing with the different behaviour of constructs developed in a Western context in other contexts and suggests that hotel managers in a collectivist culture, like Iran, who want to build OCB can do so by creating organisational culture conditions (Balanced Organisational Culture) that foster trust between managers and their subordinates.

Barriers and drivers of environmental sustainability: Australian hotels

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajay Khatter ◽  
Leanne White ◽  
Joanne Pyke ◽  
Michael McGrath
Keyword(s):  
Stakeholder Theory ◽  
Environmental Sustainability ◽  
Design Methodology ◽  
Financial Marketing ◽  
Hotel Industry ◽  
Content Type ◽  
Environmentally Sustainable ◽  
Independent Hotels ◽  
Sustainability Initiatives ◽  
Hotel Managers

Purpose The paper presents the findings of research into the barriers to and drivers of environmentally sustainable policies and practices (ESPPs) in the Australian hotel industry. This study aims to explore these drivers and barriers from the perspective of hotel managers and involve a range of hotels with different hotel industry profiles and management structures. Design/methodology/approach The study conducted one-on-one interviews with hotel managers to explore the barriers to and drivers of ESPPs. The purpose of the sample and sample size was to ensure representation of different segments of the hotel industry to include international chain affiliated hotels, Australian chain affiliated hotels and independent hotels. Findings An analysis of the findings suggests that the major barriers to implementing and sustaining environmental sustainability in the Australian hotel industry are time, financial challenges, availability of resources and the views and imperatives of hotel owners and shareholders. The major drivers are financial, marketing, owner and shareholder interests and guest preferences. These stakeholders play a major role in creating both barriers and drivers. Research limitations/implications Based on the results, this study can modify the application of stakeholder theory to a degree and argue that stakeholders need to co-operate further to drive sustainability. This study demonstrates that management of environmental sustainability is a challenge for many hotels and there is a particular need for small and independent hotels to embrace environmental sustainability to keep pace with their larger counterparts. Originality/value This study is broadly informed by the stakeholder theory. Owners, shareholders and associated stakeholders have a significant influence over environmental sustainability in the Australian hotel industry and they create both drivers and barriers. Responses from hotel managers in this research demonstrate that owners act as a barrier to as well as a driver of environmental sustainability initiatives in the Australian hotel industry.

Cultural societies and information needs: Croats in New Zealand

2019 ◽  
Vol 68 (8/9) ◽  
pp. 652-673 ◽  
Author(s):  
Maja Krtalić ◽  
Ivana Hebrang Grgić
Keyword(s):  
Content Analysis ◽  
New Zealand ◽  
Significant Role ◽  
Social Life ◽  
Information Dissemination ◽  
Home Country ◽  
Immigrant Communities ◽  
Technological Changes ◽  
Content Type

Purpose The purpose of this paper was to explore how small immigrant communities in host countries collect, disseminate and present information about their home country and their community, and the role of formal societies and clubs in it. Design/methodology/approach This paper presents the results of a case study of the Croatian community in New Zealand. To illustrate how cultural and technological changes affected information dissemination and communication within the community, the case study presents both historical and current situations. Methods used in this case study included a content analysis of historical newspapers published in New Zealand by the Croatian community, content analysis of current webpages and social networking sites, and interviews with participants who have management roles in Croatian societies and communities in New Zealand. Data were collected from December 2018 to February 2019. Findings Formally established clubs and societies, but also informal groups of immigrants and their descendants can play a significant role in providing their members with information about the culture, social life and events of the home country. They also play a significant role in preserving part of the history and heritage which is relevant, not only for a specific community but also for the history and culture of a home country. Originality/value The methodology used in the research is based on data from community archives and can be used for studying other small immigrant communities in New Zealand or abroad. The case study presented in the paper illustrates how the information environment of small immigrant communities develops and changes over the years under the influence of diverse political, social and technological changes.

scholarly journals Compliance with materiality in G4-sustainability reports by electric utilities

2019 ◽  
Vol 14 (3) ◽  
pp. 583-608 ◽  
Author(s):  
Johannes Slacik ◽  
Dorothea Greiling
Keyword(s):  
Content Analysis ◽  
Information Needs ◽  
Electric Utility ◽  
Global Reporting Initiative ◽  
Actual Performance ◽  
Content Type ◽  
Reporting Practices ◽  
Reporting Practice ◽  
Sustainability Reports

Purpose Materiality as an emerging trend aims to make sustainability reports (SR) more relevant for stakeholders. This paper aims to investigate whether the reporting practice of electric utility companies (EUC) is in compliance with the materiality principle of the Global Reporting Initiative (GRI) when disclosing SR. Design/methodology/approach A twofold content analysis focusing on material aspects (MAs) is conducted, followed by correlation analysis. Logic and conversation theory (LCT) serves to evaluate the communication quality of documented materiality in SR by EUC. Findings The coverage and quality of documented MAs in SR by EUC do not meet the requirements for relevant and transparent communication. Materiality does not guide the reporting practice and is not taken seriously. Research limitations/implications Mediocre quality of coverage and communication in SR shows that stakeholders’ information needs are not considered adequately. The content analysis is limited in focusing on merely documented aspects rather than on actual performance. Originality/value This study considers the quality of communication of documented materiality through the lens of LCT. It contributes to the academic debate by introducing LCT as a viable theoretical perspective for analyzing SR. The paper evaluates GRI-G4 reporting practices in the electricity sector, which, while under-researched is crucial for sustainability. It also contributes to the emerging body of empirical research on the relevance of materiality as a guiding principle for sustainability reporting.

Workplace romance versus sexual harassment: a call to action regarding sexual hubris and sexploitation in the #MeToo era

2020 ◽  
Vol 35 (4) ◽  
pp. 329-347
Author(s):  
Lisa Mainiero
Keyword(s):  
Sexual Harassment ◽  
Power Relations ◽  
Organizational Leaders ◽  
Content Type ◽  
Privacy Concerns ◽  
Call To Action ◽  
Workplace Romance ◽  
Lower Status ◽  
Sexual Harassment Policies ◽  
Dominant Coalition

Purpose The #MeToo movement has brought questions of sexuality and power in the workplace to the forefront. The purpose of this paper is to review the research on hierarchial consensual workplace romances and sexual harassment examining the underlying mechanisms of power relations. It concludes with a call to action for organizational leaders to adopt fair consensual workplace romance policies alongside strong sexual harassment policies. Design/methodology/approach This paper represents a conceptual review of the literature on consensual workplace romance, sexual harassment, passive leadership and power relations. Passive leadership leads to a climate of incivility that in turn suppresses disclosures of sexual harassment (Lee, 2016). Consensual workplace romances across hierarchical power relations carry significant risks and may turn into harassment should the romance turn sour. Findings Two new concepts, sexual hubris and sexploitation, are defined in this paper. Sexual hubris, defined as an opportunistic mindset that allows the powerful to abuse their power to acquire sexual liaisons, and its opposite, sexploitation, defined as a lower-status member using sexuality to gain advantage and favor from an upper-level power target, are dual opportunistic outcomes of an imbalanced power relation. Sexual hubris may increase the likelihood for sexual harassment such that a mindset occurs on the part of the dominant coalition that results in feelings of entitlement. Sexploitation is a micromanipulation tactic designed to create sexual favoritism that excludes others from the power relation. Research limitations/implications Sexual hubris and sexploitation are conceptualized as an opportunistic mechanisms associated with imbalanced power relations to spur future research to tease out complex issues of gender, sexuality and hierarchy in the workplace. Sexual hubris serves to protect the dominant coalition and shapes organizational norms of a climate of oppression and incivility. Conversely, sexploitation is a micromanipulation tactic that allows a lower-status member to receive favoritism from a higher-power target. Four research propositions on sexual hubris and sexploitation are presented for future scholarship. Practical implications Most organizational leaders believe consensual romance in the office cannot be legislated owing to privacy concerns. Passive leadership is discussed as a leadership style that looks the other way and does not intervene, leading to workplace hostility and incivility (Lee, 2016). Inadequate leadership creates a climate of passivity that in turn silences victims. Policies concerning consensual workplace romance should stand alongside sexual harassment policies regardless of privacy concerns. Social implications The #MeToo movement has allowed victims to disclose sexual misconduct and abuse in the workplace. However, the prevalence of sexual harassment claims most often can be traced to a leadership problem. Employers must recognize that sexual hubris and sexploitation arise from imbalances of power, where sex can be traded for advancement, and that often consensual workplace romances end badly, leading to claims of sexual harassment. Consensual romance policies must stand alongside sexual harassment policies. Originality/value Sexual hubris and sexploitation are offered as novel concepts that provide a mechanism for conceptualizing the potential for abuse and manipulation from unbalanced power relations. These are original concepts derived from the arguments within this paper that help make the case for consensual workplace romance policies alongside sexual harassment policies.

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