Model frontline customer service providers’ perspectives of success factors: an exploratory study

Buchman, David; Cain, Lisa; Terrell, Janice

doi:10.1080/15332845.2019.1672245

Cited by 4 publications

(3 citation statements)

References 30 publications

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“…Moreover, our data suggest that a lack of support from customers may pose a psychosocial risk to employees who mostly work alone or who have no stable relationships with colleagues, which is not uncommon in certain hospitality jobs. Previous research on the psychosocial working environment strongly emphasizes the importance of support from management and colleagues (Harvey et al, 2017) and employees' general need to feel valued and respected for the work they perform (Buchman et al, 2020;Nimri et al, 2020). Our study found that support and recognition from guests also appears to be important to hospitality employees.…”

Section: Er 454supporting

confidence: 46%

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“What else is new?” identifying emerging psychosocial risk factors in hospitality employment

Gjerald

Furunes

Mathisen

2023

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PurposeThe purpose of this study is to identify new psychosocial risk factors in the assessment of job demands and job resources in hospitality employment and to initiate the development of a psychosocial hospitality risk indicator (PHRI). The argument is underpinned by the findings from an exploratory study of health and safety representatives (HSE) in the hospitality sector.Design/methodology/approachUsing focus-group interviews with 15 HSE representatives from 13 hospitality companies in lodging, housekeeping, and food and beverage segments, this research explored perceived psychosocial risks in different hospitality jobs through the lens of the JD-R (job demands-job resources) model.FindingsThis study suggests that factors such as conditioned flexibility, technological requirements, multicultural workforce interactions, lack of support from customers and lack of emotion ventilation represent new risk factors in the psychosocial work environment if not properly managed. A list of items to assess these new psychosocial risks is provided, and a model of different knowledge sources for the further development of the PHRI is suggested.Originality/valueThis is the first paper to identify new psychosocial risks in hospitality employment through the lens of a health and safety work perspective. A key theoretical contribution of this research is the extension of the JD-R model with new variables representing service-specific job demands and resources and the development of items for future risk assessment in hospitality jobs.

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Section: Er 454supporting

confidence: 46%

“…Previous research on the psychosocial working environment strongly emphasizes the importance of support from management and colleagues (Harvey et al. , 2017) and employees' general need to feel valued and respected for the work they perform (Buchman et al. , 2020; Nimri et al.…”

Section: Discussionmentioning

confidence: 99%

“What else is new?” identifying emerging psychosocial risk factors in hospitality employment

Gjerald

Furunes

Mathisen

2023

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“…So, by utilizing job crafting that allows for task boundary expansion and creating a work environment that positively influences work engagement, hotel management can strengthen their retention policies and reduce turnover rates. Turnover rates are a crucial issue in the hotel industry as they impact business performance, and lead to overworked and stressed employees (Buchman et al, 2020). Furthermore, this approach can help bridge the gap between employee expectations and the negative image associated with the industry, such as low pay, anti-social working hours, high job responsibilities and stress, low-quality employee accommodations and meals, limited training and development opportunities, long working hours, or other negative issues.…”

Section: Discussionmentioning

confidence: 99%

Examining Job Crafting and Work Engagement In the Hotel Industry: a Systematic Literature Review

Kristiana,

Sijabat,

Sudibjo

et al. 2024

J. of Law and Sust. Develop.

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Objective: The objective of this study was to review existing research on job crafting and work engagement in hotel industry. The aim is to provide a reference for hotels to enhance job crafting and work engagement among their employees. Theoretical Framework: The current study examines job crafting and work engagement in hotel industry. Method: This study adopts a systematic literature review by selecting and analysing seven relevant studies published between 2013 and 2023 from Scopus database. This study applies PRISMA to systematically synthesize and integrate existing research on job crafting and work engagement in hotel industry through identification, screening, and feasibility. Findings: The results of previous research have proven that there is a positive relationship between job crafting and work engagement in the hotel industry, and vice versa. The variables of job crafting and work engagement also play a role as mediating variables. Practical implications: This study provides practical implications by fostering organizational context and formal organizational systems that can encourage job crafting, both in terms of policies and procedures. To enhance job crafting and work engagement, hotel management should pay attention to emotional support. Originality/value: The existing literature concerning job crafting and work engagement within the hotel industry is constrained. This research offers a thorough and critical analysis in response to the existing limited literature.

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Supervisor support and customer orientation: The importance of learning goal orientation in the hotel industry

Templer¹,

Kennedy

Phang

2022

Journal of Human Resources in Hospitality & Tourism

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Model frontline customer service providers’ perspectives of success factors: an exploratory study

Cited by 4 publications

References 30 publications

“What else is new?” identifying emerging psychosocial risk factors in hospitality employment

“What else is new?” identifying emerging psychosocial risk factors in hospitality employment

Examining Job Crafting and Work Engagement In the Hotel Industry: a Systematic Literature Review

Supervisor support and customer orientation: The importance of learning goal orientation in the hotel industry

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