‘Service with a piercing’: Does it (really) influence guests’ perceptions of attraction, confidence and competence of hospitality receptionists?

Pinto, Luísa Helena; Vieira, Bruno Pinheiro; Fernandes, Teresa

doi:10.1016/j.ijhm.2019.102365

Cited by 11 publications

(5 citation statements)

References 48 publications

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“…Hotel receptionists in front-office departments are important frontline employees in hospitality organisations. Thus, this kind of employees has been frequently chosen as adequate study subjects in academic analyses to represent frontline organisational members, as the works by Patah et al (2009) or Pinto et al (2020) show. The population of this study was composed of the receptionists of hotels with a category of three, four and five stars located in the northern part of Tenerife in 2019.…”

Section: Methodsmentioning

confidence: 99%

Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions

González-González

García-Almeida

Viseu

2021

IJCHM

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Purpose Frontline employees’ suggestions are relevant for employee-driven organisational change because their knowledge is partially constructed from direct contact with customers and indirectly with competitors. The employee’s personality is a paramount individual characteristic that can exert a major potential influence on the proposal and implementation of those suggestions. This study aims to discuss the impact of the personality dimensions in the Big Five model (i.e. extraversion, neuroticism, conscientiousness, agreeableness and openness to experience) on suggestions generated by frontline employees and implemented in their firms. Design/methodology/approach A questionnaire was prepared based on a review of the academic literature. The 5 presented hypotheses were tested with data from 167 frontline employees from hotels in Tenerife (Spain). Findings Results show the relevance of frontline employees’ three characteristics of personality regarding the employee-driven organisational change. Thus, their extraversion, neuroticism and lack of direction tend to be relevant drivers of the suggestion and implementation of change. Practical implications Frontline employees act as change agents in hospitality firms. Managers should develop recruitment processes that allow to select individuals prone to proposing innovative suggestions and creating a friendlier system for submitting and defending them. Originality/value Employee-driven organisational change becomes crucial for the survival and growth of hospitality firms. Relatively few studies have been conducted on the role of frontline employees as change facilitators in the sector. This study contributes to shedding light on this research gap from a personality approach and the study also provides practical implications to increase valid suggestions in the hospitality sector.

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Section: Methodsmentioning

confidence: 99%

Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions

González-González

García-Almeida

Viseu

2021

IJCHM

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“…Recent research in the hotel field has found this phenomenon. For example, Pinto, Vieira, and Fernandes (2020) found that female hotel employees have a higher evaluation of job suitability than male employees.…”

Section: Discussionmentioning

confidence: 99%

Effects of COVID-19 on customer service experience: Can employees wearing facemasks enhance customer-perceived service quality?

Liang

2022

Journal of Hospitality and Tourism Management

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Wearing a facemask is an effective part of personal hygiene management (WHO, 2020). Not only can it offer healthy people some protection against coronavirus disease 2019 (COVID-19) infection, but it can also reduce the spread of the virus. Wearing facemasks, as a part of the various regulations and guidelines encouraged by the Chinese government and hospitality firms, has been widely accepted by the public in the post-COVID-19 era in China. But few studies have considered the effects of employees wearing facemasks on the customer service experience. Based on signaling theory, this experimental study explores the effects of hotel employees wearing facemasks on customer perceptions of service quality. The results indicate three main effects. (a) Having employees wear facemasks can improve perceptions of customer service quality. (b) Customers commonly feel that female employees wearing facemasks could provide higher service quality than male mask-wearing employees, but the improvement in customer perception with male employees wearing facemasks is greater than the situation between facemask-less and facemask-wearing females. (c) Customer perceptions of employee expertise, employee trustworthiness, and hotel trustworthiness play serial mediating roles. Recommendations to help hotel managers improve customers’ service evaluations during the COVID-19 pandemic are provided.

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“…In order to find a homogeneous sample of employees, the category of frontline employees selected was the one of front office employees/receptionists. Front-office receptionists are relevant frontline employees in hotel firms and they have been often selected as representative subjects of study in research work about frontline employees (e.g., Patah et al, 2009;Pinto et al, 2020). Moreover, Engen and Magnusson (2015) empirically find that frontline employees in hotels, including front office receptionists, possess a considerable potential to innovate.…”

Section: Methodsmentioning

confidence: 99%

Frontline employee-driven innovation through suggestions in hospitality firms: The role of the employee’s creativity, knowledge, and motivation

González-González

García-Almeida

2021

International Journal of Hospitality Management

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‘Service with a piercing’: Does it (really) influence guests’ perceptions of attraction, confidence and competence of hospitality receptionists?

Cited by 11 publications

References 48 publications

Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions

Frontline employee-driven change in hospitality firms: an analysis of receptionists’ personality on implemented suggestions

Effects of COVID-19 on customer service experience: Can employees wearing facemasks enhance customer-perceived service quality?

Frontline employee-driven innovation through suggestions in hospitality firms: The role of the employee’s creativity, knowledge, and motivation

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