scholarly journals Influence of Cultural Intelligence and Psychological Capital on Service Quality: A Study of the Hotel Industry in Sabah, Malaysia

2021 ◽  
Vol 13 (19) ◽  
pp. 10809
Author(s):  
Mary Monica Jiony ◽  
Tek Yew Lew ◽  
Daria Gom ◽  
Geoffrey Harvey Tanakinjal ◽  
Stephen Sondoh
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Cultural Intelligence ◽  
Psychological Capital ◽  
Hotel Industry ◽  
Frontline Employees ◽  
Internal Resources ◽  
Service Excellence ◽  
Resources And Capabilities ◽  
Hotel Managers

Cultural intelligence (CQ) and psychological capital (PsyCap) are two critical characteristics that can be leveraged to develop dynamic hotel frontline employees capable of sustaining service excellence. While both the hotel industry and researchers have followed this trend, there are few studies in the research setting that delve into this relationship. This study examines the effects of cultural intelligence on service quality with psychological capital serving as a mediating variable. To confirm the proposed hypotheses, this study collects 300 questionnaires from four- and five-star hotels. For quantitative analysis, partial least squares structural equation modelling was used. The findings revealed that PsyCap is favorably associated with three components of CQ (metacognitive, motivational, and behavioral elements). Simultaneously, the CQ cognitive and behavioral elements were found to be positively related with service quality (SQ). These findings offer hotel managers practical guidance on how to evaluate critical internal resources and capabilities as a source to implementing and sustaining human resource practices.

scholarly journals The Role of Transformational Leadership and Psychological Capital in the Hotel Industry: A Sustainable Approach to Reducing Turnover Intention

2021 ◽  
Vol 13 (19) ◽  
pp. 10799
Author(s):  
Daria Gom ◽  
Lew Tek Yew ◽  
Mary Monica Jiony ◽  
Geoffrey Harvey Tanakinjal ◽  
Stephen Sondoh
Keyword(s):  
Transformational Leadership ◽  
Turnover Intention ◽  
Structural Equation ◽  
Turnover Intentions ◽  
Psychological Capital ◽  
Hotel Industry ◽  
Cross Cultural ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Frontline Employees

With the high level of importance placed on service delivery and the elevated turnover rate experienced in the hotel industry, this study was conducted to explore the influences of perceived transformational leadership on the cross-cultural psychological capital and turnover intentions of frontline employees working in four- and five-star hotels in Sabah, Malaysia. Data were collected from 162 frontline employees using the purposive sampling method. Partial least squares structural equation modeling (PLS-SEM) was performed to test the hypothesized relationships. The findings clearly demonstrate that transformational leadership positively affects cross-cultural psychological capital and negatively influences turnover intention. Cross-cultural psychological capital, on the other hand, has no substantial link with turnover intention and does not act as a mediator between transformative leadership and turnover intention. This study extends the hospitality literature by offering a new conceptual model representing the perceptions of frontline employees toward transformational leadership and cross-cultural psychological capital that influence the turnover intention of these employees based on the job demands–resources and conservation of resources theories. These findings have implications for the advancement of transformational leadership and cross-cultural psychological capital toward a sustainable approach to reducing employee turnover in the hotel industry.

Does employee willingness to take risks affect customer loyalty? A moderated mediation examination of innovative behaviors and decentralization

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohd Ahmad Al-Hawari ◽  
Shaker Bani-Melhem ◽  
Faridahwati Mohd. Shamsudin
Keyword(s):  
Personality Traits ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Mediating Role ◽  
Hotel Managers ◽  
Innovative Behaviors

Purpose This study aims to build on the trait activation and interactionist perspective theories to investigate the effect of frontline employees’ (FLEs) willingness to take risks on hotel guest loyalty by assessing the mediating role of their innovative behaviors. It also examines whether decentralization strengthens the positive impact of willingness to take risks on innovative behavior and, subsequently, customer loyalty. Design/methodology/approach The authors collected multilevel data from various sources – hotel FLEs (n = 183), hotel operation managers (n = 46) and hotel guests/customers (n = 266) – from five-star hotels operating in Dubai. Structural equation modeling and PROCESS macro (version 3.5) were used to analyze the data. Findings The findings showed that willingness to take risks indirectly (via innovative behaviors) affects guest/customer loyalty positively. This effect is strengthened when the hotel is decentralized. Practical implications This study provides insight into how hotel managers can foster customer loyalty. More specifically, they can do so by establishing employees’ innovative behaviors triggered by employees’ positive personality traits and by giving employees more autonomy. Originality/value The present study addresses recent calls to investigate the positive impact of FLEs’ personality traits, attitudes and behaviors on customer loyalty.

Narcissistic leadership and behavioral cynicism in the hotel industry: the role of employee silence and negative workplace gossiping

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammed Aboramadan ◽  
Mehmet Ali Turkmenoglu ◽  
Khalid Abed Dahleez ◽  
Berat Cicek
Keyword(s):  
Structural Equation ◽  
Hotel Industry ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Work Related ◽  
Negative Work ◽  
Employee Silence ◽  
Using Data ◽  
Hotel Managers

Purpose Building on leader-member exchange and social cognitive theories, this paper aims to propose a model of the influence of narcissistic leadership on hotel employees’ behavioral cynicism through the mediating roles of employee silence and negative work-related gossiping on this relationship. Design/methodology/approach The model was examined using covariance-based structural equation modeling using data collected from 468 employees working in several different departments in Italian hotels. Findings The findings illustrate that narcissistic leadership positively affects behavioral cynicism. Furthermore, employee silence and negative work-related gossiping are shown to have a significant mediating effect on this relationship. Practical implications The study may be of use for hotel managers as it demonstrates how narcissism can be very damaging to their organizations and employees. Originality/value To date, this study is the first to examine negative work-related gossiping and employee silence as mediator variables in the relationship between narcissistic leadership and behavioral cynicism in the hotel industry. Further, this research makes a significant contribution to the hospitality literature as the topic of narcissistic leadership has not, to date, been adequately investigated in the sector.

scholarly journals Transformational Leadership in The Hotel Industry: A New Look at The Service-Profit-Chain Concept

2020 ◽  
Vol 3 (2) ◽  
pp. 98-109
Author(s):  
Evelyn Devina Teguh ◽  
Devie Devie ◽  
Serli Wijaya
Keyword(s):  
Transformational Leadership ◽  
Service Quality ◽  
Financial Performance ◽  
Employee Engagement ◽  
Business Strategy ◽  
Hotel Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Hotel Managers ◽  
Service Profit Chain

Employee engagement is essential to the Service-Profit-Chain concept as the factor to produce high quality service that would meet or exceed customer expectations. However, despite its suggested advantages, limited knowledge is known about what causes employee engagement. This study attempts to understand the Service-Profit-Chain concept more comprehensively, by encompassing transformational leadership as the preceding factor to employee engagement. It aimed to examine the role of transformational leadership in shaping employee engagement and service quality which lead to financial performance. The sample groups taken were among the star-rated hotels located in Surabaya, Indonesia. Each hotel was represented by three groups namely: hotel managers, staff, and hotel customers. The Partial Least Square-SEM method was applied to evaluate the hypothesized model. The results revealed that the effect of transformational leadership on financial performance is mediated by employee engagement. However, service quality cannot mediate the effect of transformational leadership on financial performance. It is interesting to note that Service-Profit-Chain has some limitations in practice, depending on the organization’s strategy. This study is among a few attempts to contribute to a better understanding of the Service-Profit-Chain concept application, with transformational leadership as the factor preceding employee engagement specifically in the hotel industry. It founds that the application of Service-Profit-Chain concept in the hotels have some constraints related to the business strategy that hotels select to penetrate the market.  

scholarly journals Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Dengan Citra Perusahaan Sebagai Variabel Moderating (Studi Kasus Pada PT. Bank BRI Persero Tbk.Cabang Tenggarong)

2021 ◽  
Vol 21 (2) ◽  
pp. 17-35
Author(s):  
Deri Pranoto ◽  
Mawardi Mawardi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Marketing Research ◽  
Statistical Test ◽  
Corporate Image ◽  
Equation Modeling ◽  
Service Excellence

Abstract:                The purpose of this study was to determine the effect of service quality on customer loyalty and to determine the effect of service quality on customer satisfaction at PT. Bank BRI Tenggarong Branch. As one of the state-owned banks with the largest profits in Tenggarong District, the problems that occur in Bank BRI are the Marketing Research Indonesia Survey (MRI) on customer loyalty and The Best Bank Service Excellence 2016 to 2017 shows that Bank BRI's score in terms of service and customer loyalty is still far from expectations. This means that Bank BRI has not succeeded in creating and managing customer loyalty properly. This study uses data analysis using Structural Equation Modeling (SEM) assisted by SmartPLS version 3.2.8. by testing the hypothesis using the t statistical test. The number of samples used amounted to 143 people.                The results showed that the service quality variable had a significant effect on customer loyalty. The service quality variable has a significant effect on customer satisfaction. The variable of customer satisfaction has a significant effect on customer loyalty. The corporate image variable has no significant effect on customer loyalty. The service quality variable indirectly has a significant effect on customer loyalty through customer satisfaction so that the customer satisfaction variable is partially proven or there is partial mediation and the corporate image variable has no significant effect in moderating the customer satisfaction variable on customer loyalty with a positive relationship direction (strengthening) and the image variable. companies in this study are included in the Moderation Potential type (Homologiser Moderator)   Keywords: Service Quality, Customer Loyalty, Customer Satisfaction, Satisfaction Customers, Company Image

The Influence of Green Human Resources Practices on Sustainable Performance in the Egyptian Hotels

2021 ◽  
Vol 12 (4) ◽  
pp. 1-16
Author(s):  
Sameh Abd-elMaksoud Aboul-Dahab ◽  
Badawy Saied
Keyword(s):  
Structural Equation ◽  
Business Performance ◽  
Hotel Industry ◽  
Business Practices ◽  
Sustainable Business ◽  
Sustainable Performance ◽  
Research Findings ◽  
Analyse Data ◽  
Hotel Managers ◽  
The Relationship

The hotel industry is one of the sectors that largely increases the environmental burden. Therefore, due to the large number of environmental problems faced by the hotel industry, there is a growing force for the companies and their stakeholders to respond correctly to environmental concerns and to introduce sustainable business practices such as the adoption of green practices. This study used a research model to explore the relationship between green HRM practices in the Egyptian hotels. Structural equation modelling was utilised to analyse data collected from 910 hotels. The research findings revealed that green recruiting and selection, green training and development, and green compensation have a meaningful sustainable performance relationship. The study provides hotel managers with meaningful implications on how to use GHRM in improving their business performance.

Do psychological capital and work engagement foster frontline employees’ satisfaction?

2015 ◽  
Vol 27 (6) ◽  
pp. 1254-1278 ◽  
Author(s):  
Osman M. Karatepe ◽  
Georgiana Karadas
Keyword(s):  
Life Satisfaction ◽  
Conceptual Model ◽  
Work Engagement ◽  
Self Efficacy ◽  
Structural Equation ◽  
Psychological Capital ◽  
Time Lag ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type

Purpose – This paper aims to develop and test a conceptual model that investigates the effect of psychological capital on job, career and life satisfaction, mediated by work engagement, drawing from the conservation of resources theory and the motivational process of the job demands-resources model. Design/methodology/approach – Based on data gathered from frontline employees in the international five- and four-star chain hotels with a time lag of two weeks in three waves in Romania, the relationships in the conceptual model were gauged through structural equation modeling. Self-efficacy, hope, optimism and resilience were treated as the indicators of psychological capital. Findings – The results suggest that optimism appears to be the best indicator of psychological capital, followed by resilience, self-efficacy and hope. Employees with high psychological capital are engaged in their work at elevated levels. Employees high in psychological capital are more satisfied with their job, career and life. The results reported in this study further suggest that psychological capital boosts work engagement that in turn leads to job, career and life satisfaction. Practical implications – The presence of rigorous selective staffing enables management to select a pool of employees high in psychological capital and work engagement. Inviting applicants to fill out an online questionnaire to identify their knowledge and skills and then using specific experiential exercises or short case studies to understand their tactics for handling service encounters can serve this purpose. Management can utilize the psychological capital questionnaire during and after the selection process. The availability of a resourceful work environment where there are training, empowerment, rewards and career opportunities is likely to stimulate employees’ positive emotions that in turn relate to psychological capital. Originality/value – Very little is known about psychological capital in the hospitality management literature. Therefore, this paper fills in this void by linking psychological capital to employees’ job, career and life satisfaction through work engagement.

EXAMINING SUBJECTIVE AND OBJECTIVE E-COMPLAINTS AND SERVICE QUALITY IN BANGKOK HOTELS

2021 ◽  
Vol 27 (2) ◽  
pp. 429-448
Author(s):  
Aswin Sangpikul
Keyword(s):  
Service Quality ◽  
Hotel Industry ◽  
Service Improvement ◽  
Secondary Source ◽  
Five Dimensions ◽  
Customer Complaints ◽  
Complementary Approach ◽  
Hotel Service ◽  
Hotel Service Quality ◽  
Hotel Managers

Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.

scholarly journals Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement

2019 ◽  
Vol 11 (8) ◽  
pp. 2320 ◽  
Author(s):  
Wang ◽  
Tseng
Keyword(s):  
Service Quality ◽  
Work Engagement ◽  
Structural Equation ◽  
High Performance ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Frontline Employees ◽  
Mediating Role ◽  
Antecedents And Consequences

This paper aims to investigate the mediating role of work engagement for the effects of deep acting, S, and self-efficacy on service quality under the conservation of resources (COR) theory and the job demands–resources (JD-R) model. Questionnaires were rigorously distributed by stratified random sampling. Data were collected from hospitality frontline employees (HFLEs) of hotels and restaurants in Taiwan during a period of two months. Structural equation modeling analyses were conducted to assess the data. Empirical results demonstrated work engagement is a significant mediator, enriching the antecedents and consequences of work engagement in hospitality literature. The findings suggest hospitality practitioners should consider a high-performance work system (HPWS) as an employee management tactic to implement sustainable human resource management (HRM). This practice can augment hospitality frontline employees’ willingness to stay in organizations in the long term and to maintain a satisfying service quality.

THE MEDIATING EFFECT OF PRODUCT INNOVATION CAPABILITY ON ENTREPRENEURIAL PRO-ACTIVENESS AND HOTEL PERFORMANCE

2016 ◽  
Vol 20 (03) ◽  
pp. 1650035
Author(s):  
CHAVANA ANGKANURAKBUN ◽  
SAWAT WANARAT
Keyword(s):  
Product Innovation ◽  
Structural Equation ◽  
Hotel Industry ◽  
Equation Model ◽  
Mediating Effect ◽  
Innovation Capability ◽  
Hotel Performance ◽  
Hotel Managers ◽  
The Relationship ◽  
Structured Questionnaire

This study is based on a phenomenon that occurred in Thai hotel industry. Nowadays, innovation is a critical concern in most enterprises particular in hotel businesses due to the fact that hotels have the uniqueness of product and service. For a hotel to be competitive and achieve efficient outcomes, it is important to understand the manager’s perspectives of product innovation capability (PIC) and entrepreneurial pro-activeness (EPA) that lead to hotel performance (HP). The purpose of this study was to examine and explain the PIC in mediating the effect of EPA and HP in Thailand. A structured questionnaire was developed to collect data from 240 hotel managers in Thailand. The constructs were measured by using established scales. A structural equation model (SEM) was used to examine research hypotheses. The results showed that PIC has a direct and significant impact on HP and strongly mediates the relationship between EPA and HP. An important finding of this study is being able to integrate the effect of EPA towards HP through PIC as a mediating variable. This finding is also encouraging for hotel owners and managers in implementation and development of strategies appropriate to the environment, and achievement of competitive advantage. It is anticipated that these factors will lead to higher levels of product and service in the Thai hotel industry and enhance the positive travel experiences in Thailand.

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