International Journal of Hospitality and Tourism Systems最新文献

Gap Analysis: Comparison of Job-Related Attributes Between Importance and Satisfaction 差距分析:工作相关属性的重要性与满意度比较

International Journal of Hospitality and Tourism Systems Pub Date : 2017-01-01 DOI: 10.4018/978-1-5225-0708-6.CH009

Chang Lee

{"title":"Gap Analysis: Comparison of Job-Related Attributes Between Importance and Satisfaction","authors":"Chang Lee","doi":"10.4018/978-1-5225-0708-6.CH009","DOIUrl":"https://doi.org/10.4018/978-1-5225-0708-6.CH009","url":null,"abstract":"Employees have their own perceptions or attitudes about many aspects of work itself, and their own satisfaction with job or non-work-related attributes. Job satisfaction has been widely studied by many researchers and practitioners. This study surveys selected work-related attributes to help hoteliers improve work environments. This study initially identifies the level of importance on work-related attributes and the level of satisfaction with those attributes among hotel workers. Whether differences exist between the levels of importance of work-related attributes and satisfaction with those attributes is also explored. The purpose of this study is to identify how hotel workers perceive their work environments and identify areas that need more attention from hotel managers. Based on the purpose of this study, work-related attributes are measured according to the level of importance and the level of satisfaction. The study indicates that hotel workers consider their work environments, in terms of who they work with; to be well provided; however, work-related expectation, in terms of what they receive for their work, has not met their expectations. This study finds supervisor's friendlessness, job security, and pay are top three most important.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"6 1","pages":"137-154"},"PeriodicalIF":0.0,"publicationDate":"2017-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70431613","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Emotional Labour and Employee Performance Appraisal: The Missing Link in Some Hotels in South East Nigeria 情绪劳动与员工绩效考核:尼日利亚东南部部分酒店的缺失环节

International Journal of Hospitality and Tourism Systems Pub Date : 2016-04-25 DOI: 10.21863/IJHTS/2015.8.2.016

P. Igbojekwe

{"title":"Emotional Labour and Employee Performance Appraisal: The Missing Link in Some Hotels in South East Nigeria","authors":"P. Igbojekwe","doi":"10.21863/IJHTS/2015.8.2.016","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.2.016","url":null,"abstract":"The main objective of this study was to determine if emotional labour has become a criterion in performance appraisal, job description, selection, and training schemes in the hotel industry in Nigeria. Our main assumption was that majority of hotel organizations have not built emotional labour into their human resources management schemes. Data were gathered by the use of structured questionnaires designed in Likert format, and interviews. The focus group was managers of the selected hotels. Analyses revealed that majority of the hotels have not built emotional labour into their human resources schemes particularly in the 1, 2, and 3-star hotels. It was observed that service employees of 1, 2, and 3-star hotels have not been adequately trained to perform emotional labour; a critical factor in quality service delivery. Managers of 1, 2, and 3-star hotels have not given serious thought to emotional labour as a critical factor in quality service delivery. The study revealed that suitability of an individual’s characteristics is not being considered as a criterion for selection and performance appraisal for service employees. The implication of this is that, person-job-fit is not seriously considered. It was observed that there has been a disconnect between required emotional competency, its recognition, evaluation and training. Based on the findings of this study, it is concluded that selection, training, job description and performance appraisal instruments in use in hotels in Nigeria are inadequate. Human resource implications of the findings in this study are presented. It is recommended that hotel organizations should re-design and plan the emotional content and context of their human resources practices to reflect the emotional demands of frontline jobs in the hotel industry and the crucial role emotional labour plays during service encounters. Keywords: Emotional labour; employee selection; job description; performance appraisal; person-job-fit;","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"9-19"},"PeriodicalIF":0.0,"publicationDate":"2016-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648594","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Human Resource Management and Performance in the Hospitality Industry: Methodological Issues 酒店业的人力资源管理和绩效:方法论问题

International Journal of Hospitality and Tourism Systems Pub Date : 2016-01-01 DOI: 10.4018/978-1-5225-0196-1.CH099

Anastasia A. Katou

引用次数: 7

A relationship framework between souvenir purchase intention, pilgrimage. 纪念品购买意向、朝圣之旅的关系框架。

International Journal of Hospitality and Tourism Systems Pub Date : 2015-12-01 DOI: 10.21863/ijhts/2015.8.2.009

Suvidha Khanna, Sandeva Khajuria

{"title":"A relationship framework between souvenir purchase intention, pilgrimage.","authors":"Suvidha Khanna, Sandeva Khajuria","doi":"10.21863/ijhts/2015.8.2.009","DOIUrl":"https://doi.org/10.21863/ijhts/2015.8.2.009","url":null,"abstract":"Pilgrimage tourism is one of the oldest and most widely practiced forms of tourism over the world. Pilgrimage has not only been confined to religious and spiritual benefits of the pilgrims but has extended gains to other participating communities including the locals and the service providers. As a pilgrimage destination flourishes, it becomes a source of income generation for the locals and service providers, along with fulfilling the spiritual desires of the pilgrims. With the core activity of offering prayers and pilgrimage, allied activities particularly shopping at the destination is a key indulgence at a pilgrimage destination. Special products, believed to possess spiritual and religious relevance are sold at the destinations. The pilgrims buy these products to offer to their God. Such products when used for commercial purpose are known to be Souvenirs. Pilgrims buy souvenirs to take back memories of their journey and to gift to others as a momento or token of affection. The present study is an empirical research which tends to know the souvenir purchase behaviour of the pilgrims at one of the most visited pilgrimage shrine of India, Shri Mata Vaishno Devi. The research explores the Souvenir Purchase trend at the destination and tends to study how the Souvenir Purchase intention is affected by the demographics of the respondents. The difference in Souvenier Purchase Intentions of the pilgrims on the basis of their visiting Motivation will also be worked upon. It includes first hand as well as second hand data and will be analysed with the help of tools like percentage, mean, t-test and ANOVA.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"39-50"},"PeriodicalIF":0.0,"publicationDate":"2015-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68647825","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

A Study of Complaint Behaviour Intentions of Airline Passengers 航空旅客投诉行为意向研究

International Journal of Hospitality and Tourism Systems Pub Date : 2015-12-01 DOI: 10.21863/IJHTS/2015.8.2.012

D. R. Gupta, Poonam Sharma

引用次数: 3

An examination of factors influencing residents' perception of the impacts of tourism in Goa 影响果阿邦居民对旅游业影响认知的因素研究

International Journal of Hospitality and Tourism Systems Pub Date : 2015-12-01 DOI: 10.21863/IJHTS/2015.8.2.011

Carmelita D’ Mello, Ling-Chen Chang, Kaustubh Kamat, M. Scaglione, K. Weiermair, S. Pillai

{"title":"An examination of factors influencing residents' perception of the impacts of tourism in Goa","authors":"Carmelita D’ Mello, Ling-Chen Chang, Kaustubh Kamat, M. Scaglione, K. Weiermair, S. Pillai","doi":"10.21863/IJHTS/2015.8.2.011","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.2.011","url":null,"abstract":"To strategically utilize resources to minimize the negative impacts of tourism and increasing the social support for tourism development, the present study examined the residents of the State of Goa by using the model developed by Perdue et al. (1990); later extended by Mc Gehee, et al. (2002); and also based on social exchange theory; tried to determine whether personal characteristics and personal benefits from tourism influence perception of tourism as well as support for tourism development, and what factors influence support for tourism development and management. The result indicated that personal characteristics were not good predictors of resident's attitude tourism impacts with an exception of age, education, and birthplace. Personal benefits from tourism predicted positive impacts of tourism, negative impacts of tourism and also support for additional tourism, which was consistent with Perdue et al. (1990) and Mc Gehee et al. (2002).The research supported social exchange theory as personal benefit and support for additional tourism were significant predictors of tourism planning. However, while support for additional tourism did predict tourism planning, it showed a positive relationship as reported by Mc Gehee et al. (2002) and not a negative one as reported by Perdue et al. (1990). The overall findings support previous assertions that educating local residents about the potential benefits of tourism is critical in obtaining their support for tourism, enhancing their involvement in the industry, and achieving sustainable community development.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"1-11"},"PeriodicalIF":0.0,"publicationDate":"2015-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648216","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 13

Impact of Promotion on Destination Reputation:A Case of Gujarat 促销对目的地声誉的影响:以古吉拉特邦为例

International Journal of Hospitality and Tourism Systems Pub Date : 2015-06-01 DOI: 10.21863/IJHTS/2015.8.1.002

Alka Sharma, Shruti

{"title":"Impact of Promotion on Destination Reputation:A Case of Gujarat","authors":"Alka Sharma, Shruti","doi":"10.21863/IJHTS/2015.8.1.002","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.1.002","url":null,"abstract":"India is unparalleled in its beauty, uniqueness, rich culture, heritage and history. The Government of India has been initiating various advertising campaigns such as the Incredible India to promote India as an attractive tourist destination. Different states in India like Goa, Kerala, Gujarat, etc. have also been promoting themselves as tourist destinations by using such campaigns for attracting more tourists in their states. Gujarat has been a front runner in adopting innovative promotional strategies; the state government is encouraging the tourists to discover its century's old history. The \"Khushboo Gujarat Ki\" ad-campaign has increased tourism in Gujarat, thereby suggesting the relevance of promotion in brand building of a destination. Tourism destinations are complex organizations (Buhalis, 2003) which need to manage their reputation (Inversini, Cantoni, & Buhalis, 2009) vis-a-vis other destinations in order to attract larger number of tourists. Therefore, it is becoming increasingly critical for destinations to measure and manage their reputations. (Passow, Fehlmann, & Grahlow, 2005). The present paper is an empirical study which attempts to analyze the Ad content of \"Khushboo Gujarat Ki\" campaign of Gujarat and its impact on the reputation of the destination.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"23-31"},"PeriodicalIF":0.0,"publicationDate":"2015-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68647927","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 5

Occupational safety and health of laundry employees in hotel industry. 酒店业洗衣人员的职业安全与健康。

International Journal of Hospitality and Tourism Systems Pub Date : 2015-06-01 DOI: 10.21863/IJHTS/2015.8.1.005

Ankush Ambardar

{"title":"Occupational safety and health of laundry employees in hotel industry.","authors":"Ankush Ambardar","doi":"10.21863/IJHTS/2015.8.1.005","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.1.005","url":null,"abstract":"Employee safety and health is considered to be one of the major important human resource functions for any hotel organization. The current paper focuses on the application of occupational safety and health of laundry employees looking at the nature of the tasks performed in day to day operations. OSH is one of the significant factors responsible for employees' inspiration and moreover retention in a hotel organization. Health, safety and performance of the employees are dependent on understanding and application of ergonomic practices followed during laundry operations. The paper explores laundry employee protection against various critical factors such as injuries, accidents, work postures, chemical exposure, heat, fire, noise, etc. A questionnaire was used to perpetuate perception of laundry employees in regard to protection from factors concerning safety and health issues from hotels of India. The results reveal that some of the OSH practices are been followed in hotels, while some were missing from hotels such as training, periodical audit and protection against chemical hazards. The present study suggests need for adopting OSH practices and enforcing periodical check for the same in every hotel besides of its categorization.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"32-39"},"PeriodicalIF":0.0,"publicationDate":"2015-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648186","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 4

A New ICT Based Business Model for Tourism Industry for the Maharashtra and Goa States of India 印度马哈拉施特拉邦和果阿邦旅游业基于信息通信技术的新商业模式

International Journal of Hospitality and Tourism Systems Pub Date : 2015-06-01 DOI: 10.21863/IJHTS/2015.8.1.003

K. Mahajan, A. S. Patil, R. Gupta, B. Pawar

引用次数: 4

Service Quality and Consumer Satisfaction and Loyalty Association Moderated by Switching Cost in Hospitality Industry 转换成本对服务质量、顾客满意和忠诚的影响

International Journal of Hospitality and Tourism Systems Pub Date : 2015-06-01 DOI: 10.21863/IJHTS/2015.8.1.001

Anahita Naderian, Rohaizat Baharun

{"title":"Service Quality and Consumer Satisfaction and Loyalty Association Moderated by Switching Cost in Hospitality Industry","authors":"Anahita Naderian, Rohaizat Baharun","doi":"10.21863/IJHTS/2015.8.1.001","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.1.001","url":null,"abstract":"Booming travel and tourism trade cause a tremendous growth in hotel industry in Malaysia. This industry will continue to promote country and other businesses in a good way. Therefore, the evaluation of customers' perception, satisfaction and loyalty in hospitality industry has been major of attention in marketing strategies. This research aims to evaluate customer loyalty at in-house restaurant hotels in Malaysia. To achieve this goal, this research takes two steps to better understand the role and influence of each constructs; (1) Examines customer satisfaction by considering the effect of service quality antecedents on customer satisfaction. (2) Investigates the association between customer satisfaction and loyalty by identifying the moderating role of switching cost in satisfaction-loyalty relationship. The data is collected through self-administrated questionnaire from hotels in two states of Malaysia from 200 customers who have been served at in-house restaurant of those hotels since last three months. Structural Equation Modeling (SEM) is used to analyze the reliability and validity of data and the hypothesized relationships in the proposed research model.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"10-22"},"PeriodicalIF":0.0,"publicationDate":"2015-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68647388","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 14