scholarly journals The effects of personal values on service climate and service delivery in the hospitality industry

2016 ◽  
Author(s):  
Hiroaki Saito
Keyword(s):  
Service Delivery ◽  
Hospitality Industry ◽  
Personal Values ◽  
Service Climate

Marketing culture to service climate: the influence of employee control and flexibility

2014 ◽  
Vol 28 (6) ◽  
pp. 498-508 ◽  
Author(s):  
Tyler R. Morgan ◽  
Adam Rapp ◽  
R. Glenn Richey, Jr. ◽  
Alexander E. Ellinger
Keyword(s):  
Design Methodology ◽  
Hospitality Industry ◽  
Boundary Spanning ◽  
Service Climate ◽  
Empirical Testing ◽  
Content Type ◽  
And Control ◽  
Managerial Level ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this research is to explore how firm market orientation, as a culture, affects the service climate that develops in the firm. Design/methodology/approach – Empirical testing is performed at the managerial level and boundary-spanning employee level as part of this multilevel study. The sample includes participants from a US-based firm operating in the hospitality industry. Findings – Results indicate that a market-oriented firm culture interacts with other elements such as boundary-spanning employee flexibility and control to positively impact the service climate that develops. Research limitations/implications – This research provides theoretical implications for the development of a service climate within a market-oriented firm culture and the influence of managers on boundary-spanning employees in the development of the climate. Practical implications – As managers attempt to develop a service climate through a market-oriented firm culture, they will find success by providing boundary-spanning employees with control and hiring employees that possess flexibility as a personality trait. Originality/value – The framework developed in this research provides insights regarding the multilevel nature of service climate development and the impact of a market-oriented culture.

scholarly journals Enhancing Customer Loyalty Through Quality Service Delivery in Hospitality Industry in Nigeria

2020 ◽  
Vol 02 (04) ◽  
pp. 23-31
Author(s):  
Adebowale Paul Adebayo ◽  
Joshua Ilesanmi Ademokoya
Keyword(s):  
Service Delivery ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Quality Service

scholarly journals Effect of talent management on service delivery in the hospitality industry

2020 ◽  
Vol 9 (5) ◽  
pp. 91-99
Author(s):  
Edward Mwangi Wangechi ◽  
Peter Koome ◽  
Paul Gesimba
Keyword(s):  
Service Delivery ◽  
Hospitality Industry ◽  
Survey Design ◽  
Sampling Technique ◽  
Target Population ◽  
Talent Management ◽  
Positive Influence ◽  
Learning And Development ◽  
Cross Sectional Survey ◽  
Cross Sectional

Talent management impacts on service delivery in the hospitality industry. The aim of the study was to assess the effect of learning and development on service delivery in the hospitality industry in Nyeri County, Kenya. The study employed a cross-sectional survey design to determine the relationship between the variables. The target population was 310 employees of three hotels who comprised of supervisors, room stewards, food and beverage managers, waiters, storekeepers, and chefs in three hospitality establishments in Nyeri County. The research used a stratified sampling technique to select 104 participants for the study.  The main instrument for data collection was a semi-structured questionnaire. The findings of the study revealed that learning and development have a significant and positive influence on service delivery. The study recommends that organizations should stress and develop robust learning and development interventions to mitigate performance-related challenges, realize the desired quality service delivery and stability, and gain a competitive edge. It is hoped and desired that this journal will lead to a supplementary examination of the benefits of this refocus on talent and management, including the development of useful definitions.     

Mediating mechanisms in the relationship between supervisor incivility and employee service delivery in the hospitality industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Angie Yeonsook Im ◽  
Seonghee Cho
Keyword(s):  
Service Delivery ◽  
Self Efficacy ◽  
Structural Equation ◽  
Hospitality Industry ◽  
The Body ◽  
Equation Modeling ◽  
Psychological Resources ◽  
Content Type ◽  
Hotel Employees ◽  
Internal Customers

Purpose This study aims to investigate the influence of supervisor incivility on employees’ general self-efficacy and engagement and their mediating roles in a relationship between supervisor incivility and employees’ service delivery. The study also explores how gender (dis)similarities between supervisors and subordinates affect these relationships. Design/methodology/approach A total of 276 frontline hotel employees in the US Midwest participated in the study. The research model was examined through a two-step structural equation modeling. Findings The study findings suggest that an uncivil supervisor negatively influences hotel employees’ self-efficacy and engagement level, which served as underlying mechanisms connecting supervisor incivility with reduced service delivery. The findings did not support the moderating role of gender (dis)similarity. Practical implications The results of the current study should urge organizations to acknowledge the detrimental impact of workplace incivility and to commit to the prevention and termination of employee mistreatment. Organizations make efforts to ensure that supervisors serve their internal customers with support and gratitude and help enhance employees’ psychological resources. Originality/value The current study advanced the body of literature by suggesting an integral psychological underlying mechanism linking uncivil treatment and declined performance in the hospitality industry.

Service-delivery success and failure under the sharing economy

2019 ◽  
Vol 31 (8) ◽  
pp. 3352-3370 ◽  
Author(s):  
Trude Furunes ◽  
Muchazondida Mkono
Keyword(s):  
Service Delivery ◽  
Mobile Applications ◽  
Hospitality Industry ◽  
Food Service ◽  
Sharing Economy ◽  
Disruptive Innovation ◽  
Food Delivery ◽  
Online Data ◽  
Content Type ◽  
The Impact

Purpose Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is expedient as the sharing economy spreads its disruptive innovation across the hospitality industry. Design/methodology/approach This paper applies a qualitative approach, sourcing online data from virtual platforms. Findings The results indicate both positive and negative experiences for customers and the workforce, and the paper highlights the challenges of fragmented service delivery as a result of service delivery mediated through mobile applications. Practical implications Food delivery mediated through mobile applications is likely to expand as more households are lured by its convenience. This change has implications for both restaurants and the workforce. Originality/value Although a growing number of studies analyse the impact of the sharing economy on the hospitality industry, much of the focus has been on accommodation, and the impact and implications for the food-service segment has not been thoroughly investigated yet.

Beware hospitality industry: the robots are coming

2018 ◽  
Vol 10 (6) ◽  
pp. 726-733 ◽  
Author(s):  
John Bowen ◽  
Cristian Morosan
Keyword(s):  
Artificial Intelligence ◽  
Service Delivery ◽  
Customer Service ◽  
Paradigm Shift ◽  
Design Methodology ◽  
Hospitality Industry ◽  
Service Orientation ◽  
Content Type ◽  
Service Delivery Systems ◽  
And Robotics

Purpose The purpose of this study is to provide an overview of how artificial intelligence (AI) and robotics can and will be utilized by the hospitality industry, providing a glimpse of what their use will look like in 2030. Design/methodology/approach The paper reviewed both academic and trade literature to provide an overview of how robots will affect the hospitality industry during the 2030s. Findings Experts predict that by 2030, robots will make up about 25 per cent of the “workforce” in the hospitality industry. The paper also explains the industry challenges the robots will solve, as well as other benefits they provide. One of the findings is that the adoption of robots by the industry will be a disruptive paradigm shift. It will create successful new hospitality companies while putting others out of business. Finally, this paper discusses how to keep the hospitality in hospitality businesses, when machines replace employees. Originality/value This paper is one of the first to discuss the disruption that robots will cause in the industry. One of the findings is service delivery systems will need to be redesigned to maximize the benefits of robots, while still maintaining the hospitality of a customer service orientation.

Front and back‐stage strategies in service delivery in the hospitality industry

1995 ◽  
Vol 13 (11) ◽  
pp. 22-26 ◽  
Author(s):  
Ugur Yavas ◽  
Mahmoud M. Yasin ◽  
Marwan Wafa
Keyword(s):  
Service Delivery ◽  
Hospitality Industry ◽  
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