Applying complexity theory to solve hospitality contrarian case conundrums

Purpose This paper aims to advance a configural asymmetric theory of the complex antecedents to hospitality employee happiness-at-work and managers’ assessments of employees’ quality of work performance. The study transcends variable and case-level analyses to go beyond prior statistical findings of small-to-medium effect sizes of happiness–performance relationships; the study here identifies antecedent paths involving high-versus-low happy employees associating with high-versus-low managers’ assessments of these employees’ performances. Design/methodology/approach The study merges data from surveys of employees (n = 247) and surveys completed by their managers (n = 43) and by using qualitative comparative analysis via the software program, fsQCA.com. The study analyzes data from Janfusan Fancyworld, the largest (in revenues and number of employees) tourism business group in Taiwan; Janfusan Fancyworld includes tourist hotels, amusement parks, restaurants and additional firms in related service sectors. Findings The findings support the four tenets of configural analysis and theory construction: recognize equifinality of different solutions for the same outcome, test for asymmetric solutions, test for causal asymmetric outcomes for very high versus very low happiness and work performance and embrace complexity. Research limitations/implications Additional research in other firms and additional countries is necessary to confirm the usefulness of examining algorithms for predicting very high (low) happiness and very high (low) quality of work performance. The implications are substantial that configural theory and research will resolve perplexing happiness–performance conundrums. Practical implications The study provides useful case-level algorithms involving employees’ demographic characteristics and their assessments of work facet-specifics which are useful for explaining very high happiness-at-work and high quality of work performance (as assessed by managers) – as well as algorithms explaining very low happiness and very low quality of work performance. Originality/value The study is the first to propose and test the tenets of configural theory in the context of hospitality frontline service employees’ happiness-at-work and managers’ assessments of these employees’ quality of work performances.

Multimodal Discrimination Learning in Humans: Evidence for Configural Theory

Human contingency learning was used to compare the predictions of configural and elemental theories. In three experiments, participants were required to learn which indicators were associated with an increase in core temperature of a fictitious nuclear plant. Experiments 1 and 2 investigated the rate at which a triple-element stimulus (ABC) could be discriminated from either single-element stimuli (A, B, and C) or double-element stimuli (AB, BC, and AC). Experiment 1 used visual stimuli, whilst Experiment 2 used visual, auditory, and tactile stimuli. In both experiments the participants took longer to discriminate the triple-element stimulus from the more similar double-element stimuli than from the less similar single-element stimuli. Experiment 3 tested for summation with stimuli from either a single or multiple modalities, and summation was found only in the latter case. Thus, the pattern of results seen in Experiments 1 and 2 was not dependent on whether the stimuli were single modal or multimodal, nor was it dependent on whether the stimuli could elicit summation. This pattern of results is consistent with predictions derived from Pearce's (1987, 1994) configural theory.

The Effects of using Stimuli from Three Different Dimensions on Autoshaping with a Complex Negative Patterning Discrimination

In two experiments pigeons received a complex negative patterning discrimination, using autoshaping, in which food was made available after three stimuli if they were presented alone (A, B, C), or in pairs (AB, AC, BC), but not when they were all presented together (ABC). Subjects also received a positive patterning discrimination in which three additional stimuli were not followed by food when presented alone (D, E, F), or in pairs (DE, DF, EF), but they were followed by food when presented together (DEF). Stimuli A and D belonged to one dimension, B and E to a second dimension, and D and F to a third dimension. For both problems, the discrimination between the individual stimuli and the triple-element compounds developed more readily than that between the pairs of stimuli and the triple-element compound. The results are consistent with predictions that can be derived from a configural theory of conditioning.

Summation: Further Assessment of a Configural Theory

Rats received Pavlovian conditioning in which food was signalled by a visual stimulus, A+, an auditory stimulus, B+, and a compound composed of different visual and auditory stimuli, CD+. Test trials were then given with the compound AB. Experiments 1 and 2A revealed stronger responding during AB than during CD. In Experiment 2B, there was no evidence of a summation of responding during AB when A+ B+ training was conducted in the absence of CD+ trials. A further failure to observe abnormally strong responding during ABwas found in Experiment 3 for which the training trials with A+ B+ CD+ were accompanied by trials in which C and D were separately paired with food. The results are explained in terms of a configural theory of conditioning, which assumes that responding during a compound is determined by generalization from its components, as well as from other compounds to which it is similar.