...Ahu Yazıcı Ayyıldız; Erdogan Koc; Tugrul Ayyildiz; Sercan Hatipoglu Purpose The SERVQUAL model has been widely employed to assess customers’ expectations and perceptions of service quality. However, no validated instrument currently exists to measure service employees’ awareness and knowledge...

... attitudes toward employees with chronic depression (EwCD) in the hospitality and tourism field, the relationship between managerial attitudes toward EwCD and levels of organizational citizenship behavior, and the mediating role of personality in this relationship. Examining depression in the hospitality...

... the significance of the organization’s employees in this process. Assuming that human resources practices constitute a vital element for success in the tourism industry and are constantly growing in significance (Ghorbani et al., 2020), one should stress the importance of research and reflection...

...Sun-Young Park; Choong-Ki Lee; Hyesun Kim Purpose The purpose of this paper is to examine how employees’ perceptions of corporate social responsibility (CSR) influence their work engagement (WE), innovative behavior (IB) and intention to stay (IS) with their company, to illuminate the role of CSR...

... with, consumers (Chan and Guillet, 2011 ; Sigala et al., 2012). This is contrasted to the employee perspective, where there is very limited discussion in the literature about social media in the hospitality workplace (Ladkin and Buhalis, 2016). Given the close alignment in consumer and employee...

...Yu-Shan Liu; Susan Wohlsdorf Arendt The purpose of this study was to develop a measurement scale to assess work motives for hospitality employees utilizing McClelland’s theory of needs as the theoretical underpinning. Both qualitative and quantitative methods were applied to achieve...

... work values and OCBs. Design/methodology/approach A total of 310 employee‐supervisor dyads of hotel front‐line service employees in Taiwan were selected as the research participants. The employees were asked to provide information on the items about work values and burnout, and their supervisors...

..., 2005). While they help others to play, hospitality service employees may be expected to act as if they enjoy their jobs and even as if they are not really working but are “paid to play” (Crick, 2000). They may even be seen as failing in their jobs if they do not themselves seem to be having fun while...

... dissonance and exhaustion and disengagement. The model also seeks to test the impact of emotional dissonance on exhaustion and disengagement. Design/methodology/approach Data for this empirical investigation were gathered from a sample of full‐time frontline hotel employees in Ankara, the capital city...

... social support as a moderator in the relationship between two directions of conflict and facilitation and exhaustion. Design/methodology/approach Data for this study were collected from a judgmental sample of full‐time frontline employees of the four‐ and five‐star hotels of Albania. Respondents self...

...Ceridwyn King Purpose The purpose of this study is to examine the effect of internal brand management (IBM) practices on tourism and hospitality employees' ability to demonstrate brand supportive behaviours. A model, which includes brand knowledge dissemination, role clarity, brand commitment...

..., and turnover intentions. The model also investigates the impact of emotional dissonance on emotional exhaustion and the effects of emotional dissonance and exhaustion on the above‐mentioned job outcomes. Design/methodology/approach Data were gathered from a sample of frontline hotel employees in Northern...

...Valerie K. York; Laura A. Brannon; Carol W. Shanklin; Kevin R. Roberts; Betsy B. Barrett; Amber D. Howells Purpose This paper aims to evaluate the relative effectiveness of four‐hour ServSafe^® food safety training, a theory‐based intervention targeting food service employees' perceived...

...Jill Poulston Purpose This paper seeks to examine common hospitality problems with the aim of identifying relationships between them, and the central issue. Design/methodology/approach Self‐completed questionnaires were used to collect data from hospitality students and employees, and analyses...

...Amarjit S. Gill; Neil Mathur Purpose The purpose of this paper is to examine the relationship between transformational leadership and employee dedication and the relationship between transformational leadership and pro‐social behaviour. This study seeks to extend Gill et al.'s findings...

... assistants in answering written questionnaires consisting of 46 closed, multiple choice and open‐ended questions. Observation of the workplace was also carried out and previously made assumptions were tested against a set of factors and supported by statements made by employees. Details of company policy...

..., 1992 , p. 52). The above discussion has stressed the importance of personality in the selection of customer contact employees. Hospitality organizations must use tactics that will attract employees with a service attitude and personalities that will fit with their organization. Berry (1999, p. 83...

... Intelligence , London . Harrison , R. (1997), Employee Development , IPD , London . Hoque , K. (2000), Human Resource Management in the Hotel Industry: Strategy, Innovation and Performance , Routledge , London . Hospitality Training Foundation (1996), Training: Who Needs...

... and the gross domestic product in impacting on the number of hotel employees hired by hotel management. © Emerald Group Publishing Limited 2004 Hotels Employees Rooms A review of economic principles clearly establishes the basic fact that the demand for labor is essentially a derived demand...

...Giri Jogaratnam; Polly Buchanan Stress can be viewed as a positive or negative experience in the lives and performance of today's college students. This study examined exposure to stressors among student‐employees (i.e. those enrolled in hospitality programs while concurrently employed...