Cornell Hospitality Quarterly最新文献_第2页

Utilize OCB-C-Driven Learning Mechanism to Empower Employees as Good Citizens: Perspective of Trial-and-Error Learning Theory 利用 OCB-C 驱动的学习机制使员工成为好公民：试错学习理论的视角

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-06-07 DOI: 10.1177/19389655241256535

Yao‐Chin Wang, Shi (Tracy) Xu, Emily Ma, Fengzeng Xu

引用次数: 0

Hospitality Front-line Employees: A Meta-Analysis of Emotion Management at Work 酒店业一线员工：工作中情绪管理的元分析

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-05-13 DOI: 10.1177/19389655241249605

Lenna V. Shulga, James A. Busser, Denise H. R. Molintas

{"title":"Hospitality Front-line Employees: A Meta-Analysis of Emotion Management at Work","authors":"Lenna V. Shulga, James A. Busser, Denise H. R. Molintas","doi":"10.1177/19389655241249605","DOIUrl":"https://doi.org/10.1177/19389655241249605","url":null,"abstract":"The main purpose of this study was to summarize extant empirical findings on how front-line service employees experience and manage emotions at work. When consolidated, the research on front-line employee emotions revealed mixed and contradictory results and knowledge gaps on workplace challenges of service-oriented employees. The PRISMA were followed for study selection, and the appraisal theory of emotions was used to classify the direct antecedents and outcomes of emotion management. To calculate meta-analytic effect sizes, comprehensive meta-analysis methodology wasapplied to analyze 79 studies (N=28,332). The summary effects of known antecedents, affective events (conflict, customer interactions), stimuli (personality characteristics), and workplace environment (support and display rules) on front-line employees’ emotion management were more modest than previously indicated. Organization, supervisor, and coworker support were found to be a moderator between conflict and employees’ emotion management. The most-researched outcomes of emotion management (burnout and job performance) also showed only modest effect sizes. Job satisfaction was a moderator between emotion management and job performance. The relationship between emotion management and customer-related antecedents and outcomes showed modest to small effect sizes. These results contribute to the ATE and highlight the knowledge gap on how customer emotions and behaviors affect front-line employees’ ability to manage their emotions and provide quality customer service and, in turn, how employee’s transference of emotions might influence customer satisfaction, loyalty, and trust. Managers should provide necessary support to mitigate the impact of affective events that may influence how front-line employees manage emotions at work to increase job satisfaction and performance.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-05-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140929840","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Sexual Harassment, Negative Emotions, and Turnover Intention in the Restaurant Industry: The Moderating Effect of Pay Satisfaction 餐饮业中的性骚扰、负面情绪和离职意向：薪酬满意度的调节作用

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-04-13 DOI: 10.1177/19389655241241472

Jessica Vieira de Souza Meira, Jeong-Yeol Park, S. Kyle Hight, Diego Bufquin, Robin M. Back

{"title":"Sexual Harassment, Negative Emotions, and Turnover Intention in the Restaurant Industry: The Moderating Effect of Pay Satisfaction","authors":"Jessica Vieira de Souza Meira, Jeong-Yeol Park, S. Kyle Hight, Diego Bufquin, Robin M. Back","doi":"10.1177/19389655241241472","DOIUrl":"https://doi.org/10.1177/19389655241241472","url":null,"abstract":"Sexual harassment in the workplace remains one of the most significant issues affecting the hospitality sector today. In particular, scholars need to better understand why some employees choose to remain employed by a company despite experiencing such harassment. Drawing from appraisal theory and social exchange theory, the goal of this study is to investigate the mediating effects of negative emotions (i.e., shame and anger) on the relationship between sexual harassment and turnover intention, and the moderating effect of pay satisfaction on the relationship between such negative emotions and turnover intention. Data were collected from 500 full-time restaurant employees in the United States. Using structural equation modeling (SEM), all direct effects were supported, except for the impact of shame on turnover intention. Moreover, anger mediated the relationship between sexual harassment and turnover intention, and pay satisfaction moderated the relationship between anger and turnover intention. Practical and theoretical implications are discussed in detail.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-04-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140569494","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

A Systematic Literature Review of Authentic Leadership in Tourism and Hospitality: A Call for Future Research 关于旅游业和酒店业真实领导力的系统性文献综述：对未来研究的呼吁

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-04-02 DOI: 10.1177/19389655241241471

Giang Hoang, Tuan Trong Luu, Mingjun Yang

{"title":"A Systematic Literature Review of Authentic Leadership in Tourism and Hospitality: A Call for Future Research","authors":"Giang Hoang, Tuan Trong Luu, Mingjun Yang","doi":"10.1177/19389655241241471","DOIUrl":"https://doi.org/10.1177/19389655241241471","url":null,"abstract":"In recent tourism and hospitality literature, there has been a surge in research endeavors that center on the construct of authentic leadership. Given this increasing interest, our study reviews the empirical studies on authentic leadership in tourism and hospitality to provide a comprehensive framework and research agenda of this leadership style in these contexts. Through a systematic selection process using predefined inclusion and exclusion criteria, we obtained a sample of 37 empirical studies. Following the content analysis approach, we analyzed and synthesized the research results from these studies. Our review makes several critical contributions to the literature. First, our study casts light upon the divergent conceptualizations and approaches used for defining and measuring authentic leadership in the tourism and hospitality literature, thereby enhancing the depth of understanding of this multifaceted construct. Second, we present an overview of the theoretical frameworks and research designs employed in this domain. Third, we present a nomological network of authentic leadership in tourism and hospitality, highlighting the outcomes, moderators, and mediators. Based on these findings, directions for further studies are suggested to address the identified gaps in the literature. We also proposed several practical implications for managers and firms in tourism and hospitality industries to help leaders effectively influence their employees through their authentic behavior.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140569377","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

From the Editor 编辑的话

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-04-02 DOI: 10.1177/19389655241234176

引用次数: 0

Temporal Dimensions of Crisis and Online Hotel Reviews: A Social Support Perspective of Narcissists During the Pandemic 危机和在线酒店评论的时间维度：大流行病期间自恋者的社会支持视角

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-03-23 DOI: 10.1177/19389655241238947

Salman Yousaf, Jong Min Kim

{"title":"Temporal Dimensions of Crisis and Online Hotel Reviews: A Social Support Perspective of Narcissists During the Pandemic","authors":"Salman Yousaf, Jong Min Kim","doi":"10.1177/19389655241238947","DOIUrl":"https://doi.org/10.1177/19389655241238947","url":null,"abstract":"This study sought to investigate the impact of the COVID-19 crisis on the online reviewing behavior of individuals with narcissistic traits. We conducted a textual analysis of online reviews submitted to TripAdvisor.com for hotels in New York City, covering the period from August 1, 2019, to July 31, 2022. This time frame allowed us to examine the phases before the COVID-19 crisis, during the early stages of the pandemic, and in the later stages of the crisis. We observed that the negative correlation between narcissism and review ratings was less evident during the initial phase of the COVID-19 crisis but became more pronounced as the crisis progressed. Conversely, the positive correlation between narcissism and the perceived helpfulness of reviews was stronger in the early stages of the COVID-19 crisis compared with the later stages. This suggests that the behavior of posting online reviews may serve as a form of social support mechanism, particularly utilized by narcissistic individuals to address their vulnerabilities, which was more apparent during the early phase of the COVID-19 crisis. These findings open new avenues for research and have practical implications for professionals in the hospitality, tourism, and service industries, especially in understanding consumer behavior during crisis periods.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-03-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140205545","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The Manipulative Effects in the Technology-Facilitated Preservice Tipping Experience 技术辅助下的职前小费体验中的操纵效应

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-03-01 DOI: 10.1177/19389655241235106

Alei Fan, Laurie Wu, Chang Ma, Peihao Wang

{"title":"The Manipulative Effects in the Technology-Facilitated Preservice Tipping Experience","authors":"Alei Fan, Laurie Wu, Chang Ma, Peihao Wang","doi":"10.1177/19389655241235106","DOIUrl":"https://doi.org/10.1177/19389655241235106","url":null,"abstract":"Drawing on persuasion theory and persuasion knowledge theory, this research evaluates the technology-facilitated preservice tipping practices and tipping enhancement strategies currently employed by food ordering and delivery service platforms such as Uber Eats. The findings from two empirical experimental studies show that, in the technology-facilitated preservice tipping encounter, the presence of a reason to tip increases customers’ tipping amount and lowers their inferred manipulative intent of tipping. The lowered inferred manipulative intent of tipping reduces dissatisfaction with the payment experience and enhanced intention to use such a payment app for future service. However, the adoption of additional server personalization attenuates the positive impact of providing tipping reason on the inferred manipulative intent, dissatisfaction with the payment experience and intention to use such a payment app for future service. The research findings offer practical implications to contemporary hospitality practitioners when facing the emerging technology-facilitated preservice tipping encounters, reminding the marketers about customers’ awareness of and reactance toward firms’ persuasion efforts to make customer spend more.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140025048","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Performing Up to Par: Hospitality Firms After ASU 2016-02 业绩达标：ASU 2016-02 后的酒店业公司

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-02-23 DOI: 10.1177/19389655241230229

Youngki Jang, Crocker H. Liu, David Weinbaum, Nir Yehuda

引用次数: 0

Picky Eaters Make for Better Raters 挑食者是更好的评分者

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-02-07 DOI: 10.1177/19389655241226557

Sasha Stoikov, Stefano Borzillo, Steffen Raub

引用次数: 0

Same Words, Different Meanings—Same Courts, Different Leanings: How the Supreme Court’s Latest Religious Accommodation Holding Changes the Law and Affects Employers 同样的词语，不同的含义--同样的法院，不同的倾向：最高法院最新的宗教宽容裁定如何改变法律并影响雇主

IF 3.5 4区管理学

Cornell Hospitality Quarterly Pub Date : 2024-01-29 DOI: 10.1177/19389655231223369

Tashlin Lakhani, David Sherwyn, Paul Wagner

{"title":"Same Words, Different Meanings—Same Courts, Different Leanings: How the Supreme Court’s Latest Religious Accommodation Holding Changes the Law and Affects Employers","authors":"Tashlin Lakhani, David Sherwyn, Paul Wagner","doi":"10.1177/19389655231223369","DOIUrl":"https://doi.org/10.1177/19389655231223369","url":null,"abstract":"The Supreme Court dropped several of its most anxiously awaited and controversial cases during the last week of June 2023. While two of the cases, 303 Creative LLC v. Elenis and Students for Fair Admissions., Inc., v. President & Fellows of Harvard College, received most of the press, a third case will likely be the most consequential of the three for the hospitality industry. In Groff v. DeJoy, Postmaster General, the Supreme Court, in a 9-0 decision, rejected a 25 year+ interpretation of a Supreme Court case defining employers’ obligations to accommodate religion. Because the Court released its Groff decision during the same week as the release of both 303 Creative and the Harvard cases, Groff was lost in the shuffle. However, we argue that Groff’s imprecise but radical change of what constitutes an undue hardship for religious accommodations under Title VII of the Civil Rights Act of 1964 will create confusion, may cause dissention, and will add to an already difficult labor market in hospitality and other industries. To support our proposition, this article examines (a) the development of religious accommodation law before 1977, (b) the 1977 Supreme Court case that the Groff Court rejected, (c) the subsequent precedent of that 1977 case, (d) the passing and development of the Americans with Disabilities Act, and then, (e) the effect of Groff.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2024-01-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139952330","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0