How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

Abuelhassan, Abuelhassan Elshazly; AlGassim, Ali

doi:10.1108/ijchm-10-2021-1238

Cited by 40 publications

(23 citation statements)

References 69 publications

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“…Organizational justice theory refers as " how applicants react to organizations using job application portal " (Madera, 2012). Even though organizational justice is generally split into 3 subgroups: distributive (i.e., the fairness about what one obtains as a result of decisions), procedural (i.e., the perceived fairness of structured decision-making procedures), and interactional (i.e., the impact on the interpersonal benefit received throughout processes installations), recent studies suggest that a sense of fair play is more significant predictors of responses than a value of justice (Abuelhassan & AlGassim, 2022). Organizational justice is dealing with the perceived selection of objectives and processes in firms, such as workplace rules, encounters, and protocols.…”

Section: Literature Reviewmentioning

confidence: 99%

“…It is frequently acknowledged as a key component in users' adaption to new technologies. People adjust to a given technology due to specific motives, according to the organizational justice theory (Abuelhassan & AlGassim, 2022). According to this notion, perceived usefulness is a consumer's external motive that motivates them to weigh the benefits of a certain technology (Kleanthous et al, 2022).…”

Section: Relative Advantagementioning

confidence: 99%

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Company, Job, and Perceived Advantage Influence on Job Hunting: Evaluating Glassdoor Job Hunting platform

Gupta¹

2022

J. Digi.Inf.Sys

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The current research aims to investigate how features for Job Application Portals (JAP) such as company information, job information, and relative advantage affect job hunting. A cross-sectional field survey of 480 new graduates with IT and applied scientific degrees was conducted in the intended research environment for comparative purposes, which included tech businesses in the EU, US, and Asia samples of job application portal users. Using the Smart PLS software 3.0, partial least square structural equation modeling (PLS-SEM) results revealed that company information, job information, and relative advantage all have a favorable significant impact on job hunting. This research is novel to propose and test a unique theoretical framework in a unique data context to bring key policy directions as well as theoretical and practical ramifications in the field.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Relative Advantagementioning

confidence: 99%

Company, Job, and Perceived Advantage Influence on Job Hunting: Evaluating Glassdoor Job Hunting platform

Gupta¹

2022

J. Digi.Inf.Sys

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“…Leaders are often at the core of business success stories and failures at the societal level. All firms are particularly in need of leaders who consolidate insights and applications of business ethics, CSR and sustainability into their internal cultures (Abuelhassan and AlGassim, 2022; Aboramadan et al , 2020; Elbaz and Haddoud, 2017; Frangieh and Yaacoub, 2017; Herhausen et al , 2017). Mattila and Hanks (2012) asserted that firms spend time and money to position themselves as socially responsible to satisfy their customers in a highly competitive marketplace.…”

Section: Introductionmentioning

confidence: 99%

Identifying core “responsible leadership” practices for SME restaurants

García

Pino

Elkhwesky

et al. 2022

IJCHM

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Purpose The purpose of this study is to identify the core responsible leadership (RL) practices that are most relevant to small- and medium-sized enterprises (SME) restaurants. Furthermore, the authors adapt scales to measure these practices and conduct a pilot study to evaluate their impact on business performance in such establishments. Design/methodology/approach Exploratory sequential mixed methods are used to fulfill the research aims. In the first phase, a set of definitions and practices associated with RL are derived from a systematic literature review. Second, a projective method of data collection is applied, involving a panel of 16 experts. Third, a fuzzy cognitive map is developed, which captures the responses of 40 owners or general managers of SME restaurants. Findings Twenty-five practices are identified from the systematic literature review. The results show the five leadership practices that match the order of importance assigned by the experts: societal orientation, ethics, stakeholder involvement, power-sharing and environmental orientation. The relevance of those five practices is validated to explain SME restaurants’ financial performance and innovation performance. Practical implications Innovation is the key to advancing business sustainability and resilience, and the results identify the specific RL practices that enable improvements to be made in innovation performance among SME restaurants. Originality/value This paper identifies the RL practices that are particularly relevant to the tourism field (specifically, the restaurant industry), offers measurement scales for those practices and provides empirical evidence of the relationship between these RL practices and business performance in SME restaurants.

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“…Although previous research has identified the negative impacts of LAH, it has received less attention in the hospitality context. As hospitality operations rely heavily on employees’ excellent customer service (Abuelhassan and AlGassim, 2022; Hu et al , 2022; Sarwar et al , 2021), their interactions with their leaders and any potential negative outcomes could lead to negative performance. Meanwhile, the hospitality work environment is becoming increasingly challenging and stressful [e.g.…”

Section: Introductionmentioning

confidence: 99%

Killing the service fire: leader aggressive humour undermines hospitality employees’ proactive customer service performance

Sun

He²,

Liu³

et al. 2022

IJCHM

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Purpose Drawing on research on organisation-based self-esteem (OBSE) and self-consistency theory, this study aims to investigate whether, how and when leader aggressive humour (LAH) impacts hospitality employees’ proactive customer service performance (PCSP). Design/methodology/approach A total of 294 supervisor–employee dyads from eight hotels in China participated in the survey. The data were analysed by hierarchical multiple regression and PROCESS macro in SPSS. Findings LAH undermines hospitality employees’ PCSP by threatening their OBSE, and this effect is significant only for highly entitled employees. Practical implications Organisations could improve leaders’ awareness of the dark side of aggressive humour, especially for those who supervise highly entitled employees. Organisations could also cultivate positive leader–member relationships to improve employees’ OBSE and provide training for highly entitled employees to cope with leaders’ LAH. Originality/value This study contributes to the LAH literature by examining its influence on hospitality employees’ PCSP and identifying the mechanism and boundary conditions underlying this effect.

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How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

Cited by 40 publications

References 69 publications

Company, Job, and Perceived Advantage Influence on Job Hunting: Evaluating Glassdoor Job Hunting platform

Company, Job, and Perceived Advantage Influence on Job Hunting: Evaluating Glassdoor Job Hunting platform

Identifying core “responsible leadership” practices for SME restaurants

Killing the service fire: leader aggressive humour undermines hospitality employees’ proactive customer service performance

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