Competency analysis of top managers in the Taiwanese hotel industry

Horng, Jeou‐Shyan; Hsu, Hsuan L.; Liu, Chih‐Hsing; Lin, Lin; Tsai, Chang-Yen

doi:10.1016/j.ijhm.2011.03.012

Cited by 96 publications

(46 citation statements)

References 47 publications

(93 reference statements)

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“…Although numerous traits and attributes of servant leaders (e.g., diligence, reliability, honesty, self-management, effective listening, empowering, and directing) have been identified as competencies of hotel managers (Brownell, 2008;ChungHerrera, Enz, & Lankau, 2003;Jeou-Shyan, Hsuan, Liu, Lin, & Tsai, 2011;Ladkin, 1999), there is limited focus on servant-specific leadership and its effects. Little research exists concerning the process by which servant leaders influence frontline employees' behaviors and performance.…”

Section: Introductionmentioning

confidence: 99%

The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels

2016

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Section: Introductionmentioning

confidence: 99%

The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels

2016

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“…Managerial competencies development is one of the important tools of the human resources management aimed at achieving strategic organizational goals (Boyatzis 1982;Spencer and Spencer 1993;Lucia and Lepsinger 1999;Sanghi 2007;Jeou-Shyan et al 2011). The application of competencies in the management process enables the organization's requirements and the employee's opportunities to interlink in a way to permit their development in mutual harmony and to ensure the organization's competitiveness in the market.…”

mentioning

confidence: 99%

Methodology for the identification of managerial competencies in knowledge-based organizations

Königová¹,

Hron²

2012

AGR ECON-CZECH

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In the current entrepreneurial environment characterised by the dynamic development and changes, organizations have to promote the development of their employees in order to achieve a competitive advantage. Th erefore, the personality of a manager who is a holder of specifi c knowledge, abilities, skills, traits, motives, attitudes and values becomes increasingly important as it is the main source for gaining a competitive advantage. Managerial competencies, i.e. the individual characteristic necessary to reach the required level of a manager's performance, together with an effi cient management thus become the key factor of success. Th e article focuses on the identifi cation of managerial competencies in knowledge-based organizations in the Czech Republic. Th e fi rst part of the article focuses on the theoretical approaches to managerial competencies, competency models and knowledge-based organizations. Th e second part of the article deals with the proposed methodology for the identifi cation of managerial competencies. Th e fi nal part summarizes the benefi ts and diffi culties of applying the competency-based approach as a tool of the effi cient management of organizations for the purpose of achieving a competitive advantage. Th e utilization of managerial competencies to achieve competitive advantage is important in all fi elds including the economics and management of agriculture and other similar fi elds.

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“…Hsu (1998) claimed that the fuzzy Delphi method has the following advantages compared to Delphi method: (1) it reduces investigation time and costs; (2) individual experts' opinions can be clearly expressed without distortion; (3) the semantic structure of the predicted items can be clearly expressed; (4) the fuzziness during the investigation process is considered; and (5) the calculation process is simple and can address multi-level, multi-attribute, and multi-scheme decision-making problems. Since then, the fuzzy Delphi method has been widely applied (e.g., Horng, Hsu, Liu, Lin, & Tsai, 2011;Tsai & Chen, 2011). Therefore, we adopted the fuzzy Delphi method with triangular fuzzy numbers to facilitate the screening and development of a restaurant-related service failure classification framework in this study.…”

Section: Fuzzy Delphi Methodsmentioning

confidence: 99%

Applying Fuzzy Multiple Criteria Decision-Making Method and Service Failure Index to Evaluate Restaurants’ Performance

Chen¹

2014

JMS

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When a severe service failure occurs, loss to the firm is generally inevitable, but little research has been conducted on how to control the frequency of severe service failure. The purpose of this study is to propose a service failure control process and model by assessing whether the failure frequency in various service failure categories meets minimum tolerance levels. An initial restaurant-related service failure classification model was constructed based on literature review and expert suggestions. The present study applies the fuzzy Delphi Method to screen these initial restaurant-related service failure categories to produce a formal restaurant-related service failure classification model. Next, a questionnaire survey is used to collect data of the frequency and severity of service failure categories. The tolerable upper limits for the frequency of service failures are determined according to the severity of each category. Service failure indices are defined, and a statistical method is used to test whether failure indices values of various categories meet the required level for the business. An illustrative example of a restaurant chain is used to demonstrate the process of implementing the service failure control model. The results show that the restaurant had seven unqualified failure categories and corresponding priorities for improvement, which can help to establish a service quality improvement strategy and resource allocation plan. This study offers a new and progressive way of thinking about service failure control for industry and academic.

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Competency analysis of top managers in the Taiwanese hotel industry

Cited by 96 publications

References 47 publications

The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels

The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels

Methodology for the identification of managerial competencies in knowledge-based organizations

Applying Fuzzy Multiple Criteria Decision-Making Method and Service Failure Index to Evaluate Restaurants’ Performance

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