Hospitality Administration and Management Commons^™

Synthesizing Metoo: A Meta-Analysis Of Workplace Sexual Harassment In Hospitality And Tourism, Yunxuan Carrie Zhang, Cass Shum

Hospitality Faculty Research

Purpose – Despite increasing research attention on hospitality and tourism workplace sexual harassment, there is a lack of holistic understanding of its nomological networks. This meta-analysis aims to synthesize the antecedents and consequences of workplace sexual harassment in the context of tourism and hospitality.

Design/methodology/approach – A total of 184 effect sizes from 39 independent hospitality and tourism studies (N=12,093) were included in this meta-analysis. Comprehensive MetaAnalysis software was used to analyze the results.

Findings – The results supported victim age and work environment as antecedents of workplace sexual harassment. Workplace sexual harassment affects work-related (job attitudes and job performance) …

Charging During The Stay: The Effects Of Ev Chargers’ Availability And Pricing On Consumer Perceived Utilitarian Value And Behavioral Intentions, Wenjia Han, Cass Shum, Guoguang Wan

Hospitality Faculty Research

Hotels are increasingly hosting EV chargers. Yet, scant research examines the effects of EV chargers on consumer behavioral intentions toward the hotel. This study draws on the expectancy theory and examines the effect of EV chargers availability and the availability of surrounding chargers on consumer hotel booking intentions and willingness to pay a price premium. The results of two scenario-based experiments showed that free or paid EV chargers enhance consumers’ perceived utilitarian value and behavioral intentions. The effects are partially amplified when the availability of surrounding chargers is limited. This research contributes to the literature on hotel add-on services and …

Kicking The Robots: The Roles Of Transformational Leadership And Fear On Service Robot Risk Awareness And Robot Abuse Relationship, Cass Shum, Hyounae (Kelly) Min, Jie Sun, Heyao (Chandler) Yu, Zhaoli He

Hospitality Faculty Research

Purpose: Service robots are increasingly prevalent in the hospitality industry. While studies have explored the concept of service robot risk awareness (SRRA)– an employee’s perception of service robots posing a threat to human labor– the impact of SRRA on robot abuse and its emotional mechanism through which it affects employees remains unclear. This research leverages emotional appraisal theory to investigate the mediating role of fear of robots in the relationship between SRRA and robot abuse. Additionally, considering the influential role of leadership in shaping emotional appraisal, this study examines the moderating impact of transformational leadership.

Design/Methodology/Approach: To test the proposed …

“What It Do?” The Effects Of Racial Code-Switching On Industry Turnover Intention, Jaimi Garlington, Cass Shum, Gloria Wong-Padoongpatt, Laura Book

Hospitality Faculty Research

Purpose: Racial code-switching is an impression management behavior for people to blend into social and professional situations by adhering to norms outside their own. Drawing on the identity threat perspective, this study aims to examine the harmful effects of racial code-switching on employee psychological depression and hospitality industry turnover intentions.

Design/methodology/approach: The current study used a two-wave time-lagged survey of 286 restaurant frontline employees. Participants were asked to rate their racial code-switching, identity threat and shame in the first survey. Participants reported their depression and industry turnover intention in the second survey one week later.

Findings: The results showed that …

An Attribution Account Of The Effects Of Leaders’ Gender And Abusive Supervision On Employee Insubordination, Dongwon Yun, Cass Shum

Hospitality Faculty Research

Purpose: Drawing on attribution theory, this research examines how and when abusive supervision affects insubordination, focusing on employees’ attribution bias related to leader gender.

Methodology: Two mixed-method studies were used to test the proposed research framework. Study 1 adopted a 2 (abusive supervision: low vs. high) by 2 (leader gender: male vs. female) by employee gender-leadership bias quasi-experiment. A sample of 173 U.S. F&B employees completed Study 1. In Study 2, 116 hospitality employees responded to two-wave time-lagged surveys. They answered questions on abusive supervision and gender-leadership bias in Survey 1. Two weeks later, they reported negative external attribution (embodied …

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. …

Age Diversity In The Hospitality Workplace, Cass Shum, Ankita Ghosh, Yunxuan (Carrie) Zhang, Yuang-Sheng (Ken) Chiu

Hospitality Faculty Research

Because of the large number of available positions with low-skill requirements and delay of retirement age, the current hospitality workforce is at the peak of age and generational diversity. The current hospitality industry employs employees from four generations, including Baby Boomers, Generation X, Generation Y, and Generation Z. After briefly explaining the difference between age and generation, we first describe generational values and characteristics in this chapter. Next, we critically evaluate the benefits and disadvantages of having age-diverse teams. Finally, we focus on the talent management and leadership needed to manage employees from different generations.

“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 …

Safety Or Service? Effects Of Employee Prosocial Safety-Rule-Breaking On Consumer Satisfaction, Cass Shum, Ankita Ghosh

Hospitality Faculty Research

The COVID-19 pandemic makes restaurants implement new safety rules. However, because of consumers’ and employees’ resistance, employees may break these rules to improve the service experience. This paper examines how employees’ prosocial safety-rule-breakings (PSRB) affect consumer satisfaction. We propose that PSRB has two competing effects on consumers’ (including both requesters and bystanders) satisfaction via the mediating roles of service performance and perceived safety. We tested our proposed model in two experiments, adopting a 2 (Consumer role: Requesters vs. Bystanders) × 2 (PSRB level: Low vs. High) between-subject experimental design. Our findings suggest that PSRB has a strong negative relationship with …

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 …

An Exploratory Assessment Of Callings: The Importance Of Specialization, Christopher Paul Cain, Lisa Nicole Cain, James A. Busser, Hee Jung Kang

Hospitality Faculty Research

Purpose This study sought to understand how having a calling influenced engagement, work–life balance and career satisfaction for Professional Golfers Association of America (PGA) and Golf Course Superintendent of America (GCSA) professionals. Design/methodology/approach A conceptual model was used to examine callings among golf course supervisors and its impact on their engagement, work–life balance and career satisfaction. This study also explored the moderation effect of employees’ generalized or specialized role on the calling–engagement relationship. Surveys were collected from a single golf management company and partial least squares structural equation modeling (PLS-SEM) was used for data analysis. Findings The results revealed significant …

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 …

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 …

Determinants Of Customer Satisfaction At The San Francisco International Airport, Ashok K. Singh, Myongjee Yoo, Rohan Dalpatadu

Hospitality Faculty Research

This study attempts to determine the overall satisfaction factors from airline passengers at the San Francisco International Airport (SFO), using the classification method of random forest. The analysis is based on the 2014 annual survey conducted by SFO that collects data on passenger demographics and satisfaction with airport facilities and services. Results of this study indicate that some service attributes are more important than others for passengers’ overall satisfaction at SFO. Study results are expected to provide practical insights to the airport industry. This study, in addition, introduces the machine learning method of random forest to tourism research.

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 …

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

Education, Not Restriction, Is Key To Reducing Harm From Offshore Gambling, Sally Gainsbury, Alex Blaszczynski, Brett Abarbanel

Hospitality Faculty Research

Australian internet gambling policies have been refined and prohibitions on illegal gambling sites clarified in recent years. These offshore sites not only pose potential harm to consumers in the form of fraudulent and deceptive dealings, but also have long-term consequences through reducing the tax dollars generated by the licensed market. Our research takes a closer look at why gamblers use offshore sites, and the implications of this for policymaking.

Breaking The Cycle: The Effects Of Role Model Performance And Ideal Leadership Self-Concepts On Abusive Supervision Spillover, Min-Hsuan Tu, Joyce E. Bono, Cass Shum, Liva Lamontagne

Hospitality Faculty Research

Building on identity theories and social learning theory, we test the notion that new leaders will model the abusive behaviors of their superiors only under certain conditions. Specifically, we hypothesize that new leaders will model abusive supervisory behaviors when (a) abusive superiors are perceived to be competent, based on the performance of their teams and (b) new leaders' ideal leadership self-concepts are high on tyranny or low on sensitivity. Results of an experiment in which we manipulated abusive supervisory behaviors using a professional actor, and created a role change where 93 individuals moved from team member to team leader role, …

A Model Of Hospitality Leadership Competency For Frontline And Director-Level Managers: Which Competencies Matter More?, Cass Shum, Anthony Gatling, Stowe Shoemaker

Hospitality Faculty Research

Competency models are useful tools for hospitality organizations and academic programs to identify skills and behaviors needed in the workforce. Using two studies, the present study provides an updated leadership competency model for frontline and director-level managers in the hospitality industry. In a pilot study, we updated the model of hospitality leadership competencies (in a list of 195 behaviors, grouped into 15 competencies comprising 44 skills) based on existing competency models and the opinions from 30 senior hospitality leaders. We further clustered these competencies into business leadership competencies, personal leadership competencies, and people leadership competencies. In the main study, we …

A Model Of Hospitality Leadership Competency For Frontline And Director-Level Managers: Which Competencies Are Matter More?, Cass Shum, Anthony Gatling, Stowe Shoemaker

Hospitality Faculty Research

Competency models are useful tools for hospitality organizations and academic programs to identify skills and behaviors needed in the workforce. Using two studies, the present study provides an updated leadership competency model for frontline and director-level managers in the hospitality industry. In a pilot study, we updated the model of hospitality leadership competencies (in a list of 195 behaviors, grouped into 15 competencies comprising 44 skills) based on existing competency models and the opinions from 30 senior hospitality leaders. We further clustered these competencies into business leadership competencies, personal leadership competencies, and people leadership competencies. In the main study, we …

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 …