The expatriate and local hotel general managers: differing approaches to employees’ loyalty

PurposeHotels conducting international business are acknowledging the importance of an expatriate general manager (GM), to increase the effectiveness of their knowledge management system through the sharing of knowledge between expatriates and local employees. In the aspect of comparative leadership studies, this study attempts to compare and analyze the effects of knowledge sharing (KS) efforts, which are competencies of expatriate GMs and local GMs, on employee trust, organizational KS and employee loyalty.Design/methodology/approachData were collected from employees of 7 hotels managed by expatriate GMs among 16 franchising luxury (5-star) hotels, and from employees of 6 hotels operated by local GMs among 9 local luxury hotels located in Korea. Structural equation modeling method using SmartPLS 3.3.3 was used to analyze the data.FindingsExpatriate GM’s two-way KS influences affective trust but does not influence cognitive trust. Affective trust influences cognitive and organizational KS but does not influence employee loyalty. Cognitive trust does not influence organizational KS but influences employee loyalty. Finally, organizational KS significantly affects employee loyalty. In addition, in the analysis comparing the estimates between expatriate and local GM group, significant differences in groups were found for the impact of GM’s two-way KS on cognitive trust, for the impact of affective trust on organizational KS, for the impact of affective trust on employee loyalty and for the impact of cognitive trust on organizational KS.Practical implicationsThis study shows that knowledge management designs need to consider different effects of expatriate GMs’ and local GMs’ capabilities on employee attitudes and behavior considering cultural impacts. Expatriate GMs will greatly benefit their effort for KS by assuring employees that they are attentive to their needs, interests and problems.Originality/valueThis study not only contributes to the existing social capital theory but also provides managerial implications for human resources management in the hospitality field through a comparative study of KS efforts of expatriate and local GMs.

Knowledge has no value until it is shared: an empowering leadership perceptive

Purpose The effect of empowering leadership on knowledge sharing is well defined, but factors that stimulate employees for knowledge sharing are still limited. Therefore, this study aims to address to what extent empowering leadership is desirable to create a trustful and fair environment that is conducive for an employee’s knowledge sharing. Design/methodology/approach Through integration of social exchange, equity and uncertainty management theories develop a moderating mediating model that links empowering leadership to knowledge sharing. Three-wave data collection from the sample of 375 managers–subordinates’ dyads was done in Pakistan textile industries. Findings Hierarchal regression analysis and bootstrapping method were applied to test the hypotheses. The results indicate that affective trust partially mediates the relationship between empowering leadership and knowledge sharing. More especially, the findings demonstrate that the relationship between empowering leadership and knowledge sharing becomes strong with high level of distributive and procedural justices. Practical implications This research study uses empowering leadership as a proposed motivational pathway for stimulating employee’s knowledge sharing through development of affective trust and buffering effect of distributive and procedural justices. Originality/value Most of previous research in knowledge sharing just cynosure organizational-level elements like leadership and organizational justices but deteriorate individual factors like trust. Therefore, this study will combine both organizational- and individual-level factors for urging employees for knowledge sharing.

Antesedent Dari Online Trust Serta Dampaknya Terhadap Willingness To Choose Konsultasi Online (Studi Empiris Pada Konsumen Aplikasi Layanan Kesehatan)

Rumah sakit swasta bersaing dengan cara mengupayakan kualitas pelayanan yang dapat memenuhi berbagai kebutuhan konsumennya. Salah satu unit pelayanan di rumah sakit yang sering terabaikan adalah pelayanan di aplikasi online. Pasien pada jaman sekarang tentunya ingin mendapatkan pelayanan dengan cara yang praktis dan berkualitas. Terutama pada masa pandemi Covid 19 dimana layanan tatap muka dibatasi dan banyak kegiatan dilakukan secara online. Sejauh ini penelitian terkait faktor-faktor yang dapat berpengaruh pada kepuasan konsumen pada pelayanan tersebut masih jarang ditemukan. Untuk mengisi kekosongan tersebut disusun model penelitian yang dimodifikasi dari penelitian terdahulu. Tujuan penelitian ini untuk menguji pengaruh dari professional knowledge, physician rank, treatment effect, physician image, response speed, service commitment, service attitude, communication efforts terhadap cognitive trust dan affective trust serta dampaknya pada willingness to choose. PLS-SEM digunakan untuk menganalisis data empiris yang diperoleh dengan purposive sampling Didapatkan 273 responden yang memenuhi syarat melalui kuesioner yang didistribusikan secara online. Hasil penelitian menunjukkan bahwa professional knowledge dan treatment effect tidak terbukti secara signifikan mempunyai pengaruh positif pada cognitive trust. Service attitude dan communication efforts, tidak terbukti secara signifikan mempunyai pengaruh positif pada afective trust. Physician rank, physician image, dan response speed terbukti signifikan mempunyai pengaruh positif pada cognitive trust. Service commitment terbukti secara signifikan mempunyai dampak positif pada affective trust. Cognitive trust dan affective trust terbukti secara signifikan mempunyai dampak positif pada willingness to choose. Dengan demikian hasil penelitian ini menkonfirmasi teori Kepercayaan pasien terhadap pelayanan dokter dalam melakukan konsultasi kesehatan online baik secara kognitif maupun afektif mempunyai dampak yang nyata pada willingness to choose konsultasi kesehatan online. Model penelitian ini memiliki memiliki moderate predictive accuracy serta medium predictive relevance sehingga dapat dikembangkan dalam penelitian lebih lanjut. Terdapat implikasi manajerial dari temuan penelitian ini serta dan rekomdendasi bagi penelitian selanjutnya.Kata kunci: cognitive trust, affective trust, willingness to choose

How Do Anchors' Characteristics Influence Consumers' Behavioural Intention in Livestream Shopping? A Moderated Chain-Mediation Explanatory Model

Livestream shopping has become the focus of current marketing practises, while theoretical research on it is still in initial stages. Thus, from the para-social interaction (PSI) theory perspective, this study draws on cognitive–affective system theory as an analytical framework to explore internal mechanisms of how anchors' characteristics influence consumer behavioural intentions in livestream shopping while considering the characteristics of consumer online interaction propensity. We conducted a survey questionnaire with a sample of 355 consumers who experienced livestream shopping and used structural equation modelling to assess their behavioural intentions. Our results reveal that anchors' physical attractiveness, social attractiveness, and professional ability influence consumers' intentions to follow the authors' suggestions and recommend anchors to others during live streams. PSI and affective trust in anchors are the chain-mediation mechanisms. Furthermore, consumers' online interaction propensity positively moderates the influence of anchors' characteristics on PSI and plays a moderating role on the whole chain mediation. However, this only affects anchors' physical attractiveness and social attractiveness while exert no effect on anchors' professional ability. This study advances the theoretical research on livestream shopping and provides practical inspiration for managers to develop more targeted livestream marketing strategies.

Sharing Leftover Food with Strangers via Social Media: A Value Perspective Based on Beliefs-Values-Behavior Framework

An emergent effort to reduce wasted food is to share uneaten food with others via social media. However, the following question arises: Are those unknown people willing to take my leftovers? Few studies address the above question. Hence, developing a comprehensive model that explains the acceptance of leftover food from strangers (LFFS) via social media warrants research attention. Considering the dual roles LFFS recipients play—namely, both peer-to-peer (P2P) technology user and service consumer—the study embraces diverse motivational factors across research disciplines to explain LFFS acceptance. Drawing on technology and marketing research, the study develops a value-based model to investigate consumer acceptance of LFFS via social media. The study examines the effects of two prominent consumers’ beliefs (cognitive interaction and affective trust) on their context-specific value perception (conditional and epistemic values) toward LFFS, and the impact of these perceived values on the acceptance of the leftover food from strangers. The study employed a two-stage data collection approach and collected 663 usable questionnaire packets from two major metropolitan areas in Taiwan. Using a Structural Equation Model (IBM SPSS Amos) to analyze the data, the results indicate that trust and interactivity relate positively to consumer perceived value (both conditional and epistemic) of LFFS. Furthermore, both conditional and epistemic values mediate the relationships between the proposed consumer beliefs and LFFS acceptance. The research helps create a sustainable society as sharing uneaten food with other unknown social community members provides a connected, diverse, and sustainable life.

Trust and elderly users' continuance intention regarding mobile health services: the contingent role of health and technology anxieties

PurposeMobile health (mHealth) services are considered an important means of relieving the problems of the aging population. The efficiency of mHealth services can be enhanced by engaging more elderly users and guaranteeing their continued use. However, limited attention has been directed toward investigating elderly users' continuance intention regarding mHealth services. The purpose of this paper is to explain elderly users' continuance intention by investigating the contingent role of technology anxiety and health anxiety on affective trust and cognitive trust.Design/methodology/approachSurvey data were collected from 232 elderly users to verify the research model and hypotheses based on structural equation modeling (SEM).FindingsThis study revealed that both affective and cognitive trust enhance elderly users' continuance intention regarding their use of mHealth services. Health anxiety strengthens the effect of cognitive trust but weakens the effect of affective trust with regard to continuance intention. Furthermore, technology anxiety strengthens the effect of affective trust but not the effect of cognitive trust with regard to continuance intention.Originality/valueThis study is one of the first to examine elderly users' continuance intention regarding mHealth services use from the perspective of affective and cognitive trust, thus enriching the extant literature on the use of mHealth services. Additionally, this study sheds light on the contingent effects of technology anxiety and health anxiety on affective and cognitive trust, which have been neglected by previous research.