Business Commons^™

How Observed Customer Mistreatment Of Supervisors Affects Employees’ Service Sabotage: A Cross-Cultural Examination From The Deontic Justice Theory, Wen Jiang, Cass Shum, Hyounae (Kelly) Min, Ye Ding

Hospitality Faculty Research

Research on customer mistreatment has focused on victims’ perspectives with scant research on third-party observers’ reactions, especially their reactions to customer mistreatment of supervisors. Drawing on the deontic justice theory, this research investigates how and when customer mistreatment of supervisors impacts frontline employees. Using a mixed-method of three studies (experiment, time-lagged survey, field survey) from two countries (the U.S. and China), this research demonstrates the spillover effects of customer mistreatment of supervisors on employee’s service sabotage via moral anger. Study 1 showed that hospitality employees’ moral anger mediated the relationship between customer mistreatment of their supervisors on employees’ service sabotage. …

“Best Employers”: The Impacts Of Employee Reviews And Employer Awards On Job Seekers’ Application Intentions, Yunxuan (Carrie) Zhang, Cass Shum, Amanda Mapel Belarmino

Hospitality Faculty Research

While hospitality researchers have examined the impacts of user-generated content on customers, research regarding the impacts of employee reviews on job seekers’ application intentions is scarce. Yet, labor shortages in the hospitality industry have been amplified in recent years. The tight job market requires organizations to use aggressive and proactive recruitment strategies. As online employee reviews can attract both active and passive job seekers, organizations are increasingly advertising their jobs on these sites. This study draws on the elaboration likelihood model (ELM) and tests the boundary condition of work experience on the effects of overall star-ratings and employer awards on …

P2p Accommodation Motivators And Repurchase Intention: A Comparison Of Indirect And Total Effects Before And During The Covid-19 Pandemic, Cass Shum, Billy Bai, Mehmet Erdem

Hospitality Faculty Research

Despite increased research attention on guests’ motivators to use peer-to-peer (P2P) accommodation, such as Airbnb, it remains unclear which motivators have the strongest effect on repurchase intention; and how the COVID-19 pandemic changes the effects of motivators. By conducting two U.S.-based studies before and during the COVID-19 pandemic, this study tested and compared the indirect and total effects of 13 motivators on repurchase intention on the P2P accommodation platforms via satisfaction. Functional motivators increased repurchase intention via satisfaction before and during the pandemic. Neighborhood – a location-based functional motivator – consistently had the strongest total effects on repurchase intention. COVID-anxiety …

A Content Analysis Of Hospitality Research's Research Methods In The 2010s, Cass Shum, Jaimi Garlington, Ankita Ghosh, Seyhmus Baloglu

Hospitality Faculty Research

Purpose. This study aims to describe the development of hospitality research in terms of research methods and data sources used in the 2010s.

Design/methodology/approach. Content analyses of the research methods and data sources used in original hospitality research published in the 2010s in the Cornell Hospitality Quarterly (CQ), International Journal of Hospitality Management (IJHM), International Journal of Contemporary Hospitality Management (IJCHM), Journal of Hospitality and Tourism Research (JHTR) and International Hospitality Review (IHR) were conducted. It describes whether the time span, functional areas and geographic regions of data sources were related to the research methods and data sources.

Findings. Results …

Tourism Well-Being And Transitioning Island Destinations For Sustainable Development, Jerome Agrusa, Cathrine Linnes, Joseph Lema, Jihye Ellie Min, Tony Henthorne, Holly Itoga, Harold Lee

Hospitality Faculty Research

The unprecedented growth of tourism over the last century has led to increasing concerns over the sustainable development of many popular tourism destinations throughout the globe. High concentrations of tourists and residents, especially in urbanized areas, have heightened this concern with the arrival of the novel coronavirus (COVID-19) pandemic. Over reliance on tourism has left residents vulnerable to external factors, such as the coronavirus pandemic that has halted tourists from coming to this remote destination. As a result, Hawaii’s overall economy is suffering greatly. A survey was developed and distributed to potential tourists in order to acquire their perceptions regarding …

Social Media Research In Hospitality And Tourism: A Causal Chain Framework Of Literature Review, Xi Yu Leung, Jie Sun, Billy Bai

Hospitality Faculty Research

Purpose – The present study aims to conduct a systematic literature review to und erstand how current social media studies have adopted theories, used research constructs, and developed conceptual frameworks. Design – The current study examined 149 articles on social media published in the top eight hospitality and tourism journals between 2007 and 2017. Methodology – First, descriptive statistics were presented to show the status quo of theories and constructs used in social media-related articles. Second, three causal chain frameworks are developed based on the antecedent-moderator–mediator-outcome model. Findings – First, psychological theory is the predominant theory that has been applied …

One October Tragedy In Las Vegas: An Overview Of Tourists' Perceptions, Mehmet Erdem, Saeed Vayghan, Billy Bai

Hospitality Faculty Research

Purpose: This study seeks to examine Las Vegas visitors’ perception about security in Las Vegas and the perceived risks associated with traveling to Las Vegas following the One October mass shooting. It also aims to explore potential Las Vegas visitors ‘attitudes towards the proactive security measures implemented by Las Vegas resorts after the One October tragedy. Methods: The study is descriptive in nature. The data was collected through a web-based survey that comprised a national sample of 414 adults from the United States. Results: The results indicate that despite the tragic One October mass shooting in Las Vegas and the …

The Tourism Sector And U.S. Regional Macroeconomic Stability: A Network Approach, Jihye Min, Jerome Agrusa, Joseph Lema, Harold Lee

Hospitality Faculty Research

This study investigates how the structural mix of USA regional economies affects their volatility of economic growth. Four exogenous sectors are chosen for this investigation: Federal Government, construction, manufacturing, and tourism. Perhaps unsurprisingly, evidence suggests that a larger share of Federal Government employment in an economy reduces the variability of overall employment growth, while a larger share of construction activity elevates it. More telling is a finding that, recently, manufacturing has not contributed as much to such variability, and that a larger tourism presence increases it. The increasing integration of technology in tourism offers significant opportunities for a network approach …

Online Reviews And Travel Magazine Awards: Their Influence On Willingness‑To‑Pay, Amanda Belarmino, Tevfik Demirciftci, Liheng Zhang

Hospitality Faculty Research

When guests book a hotel room, user-generated content (UGC) has a significant impact on willingness-to-pay. Prior to advent of the internet, however, guidebooks and travel magazines were resources for guest information. The current study conducted a choice-based conjoint analysis survey of 803 US travelers to examine the current impact of travel magazines on hotel guests’ willingness-to-pay. The participants were given a scenario in which they choose a hotel for beach vacation with the variables of pool, location, star rating, number of online reviews, and inclusion in a “best of” list. This study found that while the number of online reviews …

The Recursive Relationship Between Abusive Supervision And Service Performance, Cass Shum

Hospitality Faculty Research

Purpose – Drawing upon the conservation of resources theory, this study investigates the recursive relationship between abusive supervision and service performance and the moderating role of coworker support in this recursive relationship. Design/methodology/approach – This study tests the model using moderated cross-lagged analysis with a three-wave longitudinal data from 146 hospitality employees who were working and studying in hospitality. Findings – Results support the recursive relationship: abusive supervision impairs service performance and employees with low service performance provoke abusive supervision. Coworker support mitigates the lagged effect between abusive supervision and service performance and that between service performance and abusive supervision. …

Why Won’T She Break Rules To Promote Service? Effects Of Gender, Gender Identification, And Honesty, Cass Shum, Ankita Gosh, Jaimi Garlington

Hospitality Faculty Research

This paper investigates the reason and the condition under which gender is related to employee’s prosocial rule-breaking to promote service (PSBS) in two studies. Unlike typical rule-breaking, PSBS aims to improve guest service. Drawing on social identity theory and gender research, we suggest that female hospitality employees engage in fewer PSBS than their male counterparts. We further propose the moderating role of gender identification and the mediating role of honesty. Study 1 sampled 324 hospitality workers through Qualtrics and showed that female employees engage in fewer PSBS. However, the effect of gender on PSBS was weaker when gender identification was …

When Do Abusive Leaders Experience Guilt?, Cass Shum, Anthony Gatling, Min-Hsuan Tu

Hospitality Faculty Research

Purpose: Drawing from the appraisal theory, this paper aims to examine the conditions under which abusive leaders experience guilt and suggests that guilt motivates leaders to help followers. Design/methodology/approach: A scenario study with a sample of 285 hospitality supervisors was used to test the theoretical model. Path analyses were conducted to test the three-way-moderated mediation model. Findings: Results show a three-way interaction among enacted abuse, managerial abuse and agreeableness on the guilt: leaders are more likely to experience guilt over their enacted abusive supervision when they do not perceive their direct manager as abusive and when they are agreeable. Moreover, …

An Assessment Of Generation Z’S Preferences For Guest-Facing Hotel Technologies, Jennifer Jaimes, Mehmet Erdem, Chih Chien Chen, Bill Doyle

Hospitality Faculty Research

Generation Z, also commonly described as Digital Natives, is a notable emerging market for hoteliers. Given the ever-evolving nature of the consumers, existing marketing strategies may not always be effective for incoming generational cohorts. This exploratory study submits that examining Generation Z members’ perceptions on guest-facing hotel technologies could yield useful information for new marketing strategies. The findings establish that guest-facing technologies is an important consideration for the members of Generation Z when selecting a hotel accommodation and they are willing to pay more for a hotel property that offers them. However, the level of perceived importance of such technologies …

Why Do Employees Break Rules? Understanding Organizational Rule-Breaking Behaviors In Hospitality, Ankita Ghosh, Cass Shum

Hospitality Faculty Research

This study explores employees’ organizational rule-breaking behaviors in the hospitality industry. Unlike the majority of hospitality literature which suggest rule-breakers are deviant, a growing stream of management research suggested that intentions behind rule-breaking behaviors among organizational employees include self-interest, to increase work efficiency, to help a subordinate or a coworker, and to provide good customer service. Our study extends the research on rule-breaking not only by studying the intentions of hospitality employee rule-breaking behaviors, but also by exploring the types of rules broken and the possible consequences of such behaviors. Eighty hospitality workers studying at a public university in the …

Prosocial Rule-Breaking To Help Coworker: Nature, Causes, And Effect On Service Performance, Cass Shum, Ankita Ghosh, Anthony R. Gatling

Hospitality Faculty Research

We examine the nature, antecedents, and service performance consequence of employees’ prosocial rule-breaking behaviors with a motive to help coworkers (PSBC) in two studies. Using a qualitative exploratory study with a sample of 80 hospitality workers, we showed the prevalence of PSBC in the hospitality industry, which includes four unique forms. Next, we examined the causes and effect of PSBC by drawing on the social cognitive theory. We proposed that coworkers PSBC and employees’ moral courage interactively predict employee PSBC, which has a negative effect on service performance. We tested the hypotheses using a time-lagged survey study with a sample …

Why Do Employees Break Rules? Understanding Hospitality Employee Organizational Rule-Breaking, Ankita Ghosh, Cass Shum

Hospitality Faculty Research

This study explores employees’ organizational rule-breaking behaviors in the hospitality industry. Unlike the majority of hospitality literature which suggest rule-breakers are deviant, a growing stream of management research suggested that intentions behind rule-breaking behaviors among organizational employees include self-interest, to increase work efficiency, to help a subordinate or a coworker, and to provide good customer service. Our study extends the research on rule-breaking not only by studying the intentions of hospitality employee rule- breaking behaviors, but also by exploring the types of rules broken and the possible consequences of such behaviors. Eighty hospitality workers studying at a public university in …

Evaluating Event Effectiveness Across Alternate Platforms, Kristin Malek, Sarah Tanford, Seyhmus Baloglu

Hospitality Faculty Research

Organizations are rapidly adopting new technologies and have justified their return on investment by examining new attendee rates, “click throughs” on links, and company-specific metrics. Despite advances in technology and growing consumer dependence on electronics, the meeting and events industry has been slow to adopt IT advances for fear of cannibalization. The purpose of this study was to gather foundational knowledge of how various event platforms, such as face to face and online, can affect overall event effectiveness. Variables examined include attendee satisfaction, loyalty, and content retention. This research used a multimethod approach in which one experimental study and one …

Examining Persistent Factors Of Golf Management Students, Christopher Paul Cain, Lisa Nicole Cain, Vicki J. Rosser

Hospitality Faculty Research

Purpose The purpose of this paper is to examine student, program and institutional support characteristics that relate to cohort intent to persist among Professional Golfers’ Association Golf Management University Program (PGA-GMUP) undergraduate students from 12 universities. Design/methodology/approach A survey instrument was created and disseminated to the targeted population. Multiple regressions were used to analyze the 473 responses of students’ intention to persist across the three independent variables (student, program and institutional support). Findings The research findings suggest higher levels of college GPA, career goals specific to the student’s desire to become a PGA professional, higher levels of faculty engagement, higher …

How Slot Machines Work -- And Why You Should Think Twice Before Playing Them, Anthony Frederick Lucas

Hospitality Faculty Research

A short summary of my recent academic research. The intent was to expose a wider audience to the findings. The U.S. Conversation was recommended by Mary Croughan, VP Research & Economic Development

Minimum Wage Change Effects On Restaurant Pricing And Employment, Toni Repetti, Susan Roe

Hospitality Faculty Research

Purpose State and local governments are considering large increases to the minimum wage. As restaurants employ many individuals paid at or below minimum wage, these changes may affect their businesses. The purpose of this study is to evaluate the anticipated effects of minimum wage growth on employment and pricing in US food and beverage operations. Design/methodology/approach The study utilizes an experimental design where restaurant owners and managers are presented with scenarios of differing levels of potential minimum wage increases and are asked to anticipate changes to employment and pricing. Findings Restaurant owners and managers involved in the study indicate the …

The Influence Of Hospitality Leaders’ Relational Transparency On Followers’ Trust And Deviance Behaviors: Mediating Role Of Behavioral Integrity, Anthony Gatling, Cass Shum, L Book, Billy Bai

Hospitality Faculty Research

This paper investigates the effect of leader's relational transparency on follower organizational deviance through followers’ perception of leader's behavioral integrity and their trust in leader. Multi-level modeling results from a multisource survey-based field-study with 24 hospitality student project teams (N = 149) show that behavioral integrity mediates the relationship between leader's relational transparency and follower's trust in leader. Furthermore, multi-level path analysis suggests that leader's relational transparency, a team-level construct, exerts a cross-level effect on follower's organizational deviance through the mediating roles of behavioral integrity and follower's trust in leader. The study has yielded theoretical and practical implications that are …

A Social Information Processing Perspective Of Coworker Influence On A Focal Employee, Zhijun Chen, Riki Takeuchi, Cass Shum

Hospitality Faculty Research

A critical omission in the coworker influence literature is how a coworker influences a closely related (focal) employee’s job performance behaviors and whether this influence is contingent on that coworker’s own behaviors. By integrating social information processing and social cognitive theories with social exchange and role theories, we hypothesize that there are, at least, three distinct types of coworker dyadic influence. Accordingly, we develop and test a moderated mediation model to explicate such influence. Two multi-source, field-design studies conducted in Hong Kong supported the modeled relationships in that employee role ambiguity partially mediated the relationships between coworker-employee exchange (CEX) and …

Promoting Innovation In Hospitality Companies Through Human Resource Management Practices, Song Chang, Yaping Gong, Cass Shum

Hospitality Faculty Research

In this study, we investigate how hospitality companies can promote incremental and radical innovation through human resource management practices (i.e., selection and training). Data from 196 independent hotels and restaurants operating in the People’s Republic of China show that hiring multi-skilled core customer-contact employees and training core customer-contact employees for multiple skills both have a significant and positive effect on incremental and radical innovation among hotel and restaurant companies. The two human resource management practices are also found to have a negative joint impact on incremental but not radical innovation. The implications for promoting innovation in hospitality companies are discussed.

How Closely Is Ceo Compensation Tied To Performance? An Examination Of The U.S. Restaurant Industry, Michael C. Dalbor, Seonghee Oak, Toni A. Repetti

Hospitality Faculty Research

The purpose of this research is to assess the elasticity of CEO compensation in the U.S. restaurant industry. Using a sample of 30 restaurant firms for the years 1993 through 2006, we find that a 1% increase in current year firm return yields an increase of approximately .43% for salary, bonus and stock options, .20% for salary and bonus and 2.74% for bonus and options. Mergers do not appear to impact CEO compensation significantly. Our findings are within the range found by many previous researchers.