The role of green HRM in driving hotels' green creativity

Purpose Employee green behavior can lead to a firm's green performance. However, green management research has not accorded adequate attention to the mechanism underlying green creativity. This study aims to investigate the influence of green human resource management (GHRM) practices on green creativity at both individual and collective levels. Design/methodology/approach Through a multisource, multiwave survey data obtained from employees of 3- to 5-star hotels in Kenya, the present study investigates how GHRM practices influence individual and collective green creativity. For the data analysis, we employed multilevel structural equation modeling using MPlus 7.2. Findings The study findings show that GHRM practices influence individual and collective green creativity. The proposed mediating role of the enablers of green culture (EGC) in these relationships was confirmed. Moreover, environmentally specific servant leadership moderated the relationships between GHRM and individual and collective green creativity. Research limitations/implications The study recommends that hotel management should embrace GHRM practices to nurture green creativity at the employee and team levels. The hotels management is further persuaded by the findings of this study to pay attention to the four EGC (leadership emphasis, message credibility, peer involvement and employee empowerment) which play a key role in enhancing green creativity among hotel employees. Practical implications The study recommends that hotel management should embrace GHRM practices to nurture green creativity at the employee and team levels. The hotels' management is further persuaded by the findings of this study to pay attention to the four EGC (leadership emphasis, message credibility, peer involvement and employee empowerment) which play a key role in enhancing green creativity among hotel employees. Originality/value We develop and propose an integrated conceptual framework by which hotels can deploy to nurture green creativity at individual and team levels. We anticipate that our study findings will elicit further research into the mechanisms that reveal the nexus between GHRM and other employee green performance outcomes in the hotel sector.

Clean and green: the relevance of hotels' website quality and environmental management initiatives for green customer loyalty

PurposeCustomers' focus increasingly turns to the green practices of firms. Organizations need to rethink their strategies and position themselves concerning their environmental responsibility. The idea behind this study is to observe the influence of hotel website quality and hotel environmental management initiative (HEMI) on green customer loyalty in the Pakistan hotel industry with the mediating role of green trust (GT) and green satisfaction (GS).Design/methodology/approachThe study is quantitative, and partial least squares structural equation modelling followed to test the proposed hypotheses. A total of 542 questionnaires were used for analysis through SPSS 25.0 and SmartPLS 3.2.9.FindingsThe findings confirm the proposed positive influence of hotel website quality and HEMI on green customer loyalty. Moreover, GT and GS significantly mediate the relationship, further enhancing the relevance of green practices for hotels.Practical implicationsHotel management can get maximum customer loyalty to concentrate on hotel website quality, HEMI, GT and GS.Originality/valueThis study aims to develop a research model to incorporate hotel website quality, HEMI, GT, GS and green customer loyalty by using signalling theory and natural resource-based view theory that prior studies ignored.

Determination of Guest Satisfaction by Text Mining

The satisfaction of guests is of paramount importance to ensure the continuity and profitability of hotels. This study aims to determine guests' satisfaction with hotels by analyzing the online comments of guests. The text mining method has been utilized in this study. 58,193 Turkish comments about 5-star hotels in Turkey have been examined. These comments have been subjected to frequency and association analysis by models with Rapid Miner program. It may be stated that the guests are satisfied with 5-star hotel management in Turkey, and they are also satisfied with hotels in general and the services provided by hotels.

Information system selection for hospitality industry via integrated use of IVIF-DEMATEL and IVIF-TOPSIS

Like the other industries, information technologies are very important tools for the hotels’ success in the tourism industry. Various processes required for the hotel business can be integrated by using a proper system, and simultaneous data transfer among different channels can be facilitated. Due to its contribution in creating value for the customers and the increasing efficiency of the processes, substantial investments in information technologies are planned by the hotel management. Like most operation management problems, evaluation and selection of proper hotel information systems require considering multiple criteria. Also, considering the uncertainty inherent to the problem and difficulties during the evaluation process, an integrated IVIF-DEMATEL and IVIF-TOPSIS approach is utilized in this paper. The IVIF-DEMATEL is used for the criteria evaluation, and the weight determination phase and IVIF-TOPSIS is used to evaluate hotel information systems alternatives. An application for the Turkish tourism sector’s case is realized, and the results of the methodology are compared with the IVIF-VIKOR approach.

Workplace Environment, Leader Communication and Hotel Employee Retention: Job Satisfaction as a Mediator

Every organisation has invested its time, effort and resources to recruit, train and pay employees’ salaries. These investments are important to ensure that the organisation can produce high-quality employees who will remain with the organisation for a long period of time and be part of the successful members of the service team. Although a lot has been done to ensure that employees remain with the organisation, research has found that employee retention remains to be a problem to most organisations. In validating whether the findings from past studies are still consistent with the present situation, the present research aims to further investigate whether work environment, leader communication and job satisfaction still present significant relationships with hotel employee retention. In total, 550 self-administered questionnaires were distributed to hotel employees attached to 3-star and 4-star hotels located in Klang Valley, Malaysia. Of the total being distributed, 329 were returned and considered usable for data analysis. The hypothesised relationships between variables were tested using the multiple regression analysis. The findings reveal that workplace environment, leader communication and job satisfaction are significantly related to hotel employee retention. The results also demonstrate that job satisfaction mediates the relationship between workplace environment, leader communication and employee retention. The findings of this research advance the understanding of employee retention and create awareness among hotel management to better appreciate the dimensions of transformation which are essential towards ensuring employee job satisfaction. This will consequently lead to a long-term employee retention. Apart from the findings, the paper also highlights the limitations and suggestions for future research. Keywords: Workplace environment, leader communication, job satisfaction, employee retention, hotel industry.

The Impact of Service Quality on Customer Satisfaction: A Study on Higher Education Students in Timor-Leste

This research aims to test and assess the influence of service quality on customer satisfaction. Students from Hotel Management Department, Dili Institute of Technology (DIT), Timor-Leste were used as research respondents; while data collection and analysis used questionnaires and SMART-PLS 3.1 respectively. The result shows that service quality influence positively and significantly on customer satisfaction. This research can help industries to improve their service quality to raise customer satisfaction, leading to improve their performance.

Online-Based Hotel Information System

As with many occupations, computers and technology have become vital parts of working life. With hotel management, computers can be used to record, report and analyze the effectiveness of internal operations such as reservations, registration, guest history, guest accounting audit, and back-office accounting, thereby bringing a variety of benefits including ample amount of memory, advanced communication, advanced functioning among others. In view of these, this study design and develop an online-based hotel information system for University of Benin Guest House, Benin City, Edo State. The system is met to automate data entry methods; ensure efficient and reliable communication within the Guest House and enable fast and easy retrieval of guest records and data for fast reference activities. The Unified Modelling Language (UML) was used to model the system architecture and design, while the software was developed using PHP and MySQL. Also provided in this report is a description of the software design and implementation requirements.

Klasifikasi Keluhan Tamu Mengenai Pelayanan Front Office di The Westin Resort Nusa Dua Bali Berdasarkan Ulasan pada Tripadvisor

The purpose of this study is to discover the reasons and effects of recurring complaints based on the classification of guest complaints about Front Office services at The Westin Resort Nusa Dua Bali, in order to identify alternative methods to reduce the number of guest complaints. The data was gathered through documentation on TripAdvisor and an interview with the Front Office Manager, and the data analysis technique applied was descriptive qualitative. The analysis's findings revealed the reasons and consequences of guest complaints about Front Office services, which were classified into two categories: service-related complaints and attitudinal issues. Furthermore, the front office service procedures have not achieved 100 percent compliance with the SOP during the guest cycle. In the case of attitudinal complaints and service-related complaints, the reason of the complaints was determined as a disparity in SOP. This research was effective in enhancing comprehension of the reasons and effects of guest complaints regarding Front Office services on Online Travel Agents. Based on the research that has been conducted, suggestions should be addressed to hotel management as an alternate option to reduce problems that have occurred by enrolling in training.