The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance

Alipour, Habib; Amelshahbaz, Shahrzad; Safaeimanesh, Farzad; Peyravi, Bahman; Salavati, Alireza

doi:10.3390/su13020876

Cited by 14 publications

(12 citation statements)

References 74 publications

(136 reference statements)

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“…The exploratory factor analysis (EFA) conducted using the maximum likelihood extraction method with varimax rotation, and it was performed prior to CFA to represent the distinctive concepts of measurements. Integration of both EFA and CFA during the theory-test provides parameter estimates that best explain the observed covariance [107], which is in line with previous studies [108].…”

Section: Discussionsupporting

confidence: 89%

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

et al. 2021

Self Cite

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This research aims to understand how self-service technologies (SSTs) can bring about service excellence for tourists by the moderated mediating effect of satisfaction and tourist types, from the customer’s perspective. The study draws on survey data from 627 tourists from North Cyprus, Turkey, Italy, United States, and Germany who had experience using SSTs during their travel period for either leisure or business. The utility theory, Lancaster’s consumer theory, and random utility theory form the basis of this research’s theoretical framework. This study is the first attempt that examines the SSTs’ characteristics as antecedents of service excellence from the customer point of view in tourism literature. Moreover, this research enhances knowledge by integrating the concept of service excellence and SSTs’ characteristics into the abovementioned theories. The results revealed that service excellence could be provided for customers through SSTs, which this service excellence drives through the characteristics of SSTs. The result of moderated mediation tests on the relationship between SSTs’ characteristics and service excellence revealed that tourist types moderate the mediating effect of SSTs satisfaction for functionality, enjoyment, security/privacy, convenience, and customization. Meaning the mentioned constructs are more influential for business travelers than leisure travelers. Limitations, practical and theoretical implications are also discussed.

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Section: Discussionsupporting

confidence: 89%

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

et al. 2021

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“…The values of skewness ranged from −0.666 to 1.750, and for kurtosis, the values ranged from −1.258 to 1.758 except for the TIM_1 variable (3.049). Therefore, we observed normal distributions for all the variables, as suggested by Sposito et al [101] who recommend ±3.3 as the upper threshold for normality, which is in line with previous studies [91,102]. For the details, see Table A1/Appendix A.…”

Section: Discussionsupporting

confidence: 91%

Assessing the State of ICZM in an Island Tourist Destination—Applying SESs and Ostrom’s Collective Action Principles: A View from Coastal Communities

2022

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This paper aims to investigate the state of integrated coastal zone management (ICZM), which is justified as a strategy for managing coastal resources with respect to increasing pressures from tourism, farming, climate change, urbanization, population growth, etc. In the case of island states, the impact of tourism and second-home development is paramount. The use of coastal areas as commons and ICZM as a governance strategy have been established for a long time; however, the implementation of ICZM has remained a challenge due to the forces of global mass tourism and unsustainable resource use in island states. This study focused on views of the coastal communities in North Cyprus, who are in constant interaction with coastal ecosystems for their livelihood. For the analytical purpose of the study, 251 survey questionnaires were administered to eight communities along the coastal areas. Data analysis was conducted using descriptive statistical analysis with a post hoc test. Socio-ecological systems (SES) and Ostrom’s collective action principles guided the study as the main theoretical frameworks. The study revealed that the ICZM strategy has been neglected and coastal communities are not invited to be involved in any form of ICZM. Furthermore, the study revealed the tourism development has been the major activity of the Anthropocene in coastal areas without a proactive coastal development strategy that is supposed to consider the vulnerability of coastal ecosystems. Practical and theoretical implications are also discussed.

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“…The M-R model suggests that environmental stimuli provoke individuals' emotional responses, which in turn result in a behavior [22]. Thus, hospitality researchers have widely utilized this model to examine the influence of the service environment on individuals' behavioral responses [23]. However, researchers have argued that individuals react not only to environmental stimuli but also to other types of stimuli, such as perceived authenticity [24].…”

Section: M-r Modelmentioning

confidence: 99%

Corporate Social Responsibility and Hotel Employees’ Organizational Citizenship Behavior: The Roles of Organizational Pride and Meaningfulness of Work

Youn

Kim

2022

Sustainability

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The corporate social responsibility (CSR) literature documents inconsistent results regarding the relationship between CSR and employees’ organizational citizenship behavior (OCB). Additionally, few empirical studies examine the mediating factors explaining how employees’ CSR perception affects their attitudes and behaviors. Thus, we propose an extended M-R model linking hotels’ CSR activities, employees’ perceived meaningfulness of work and organizational pride, and organizational citizenship behavior. We recruited 363 Chinese hotel employees in Guangzhou for our sample and employed partial least squares structural equation modeling for our analysis. The results showed that CSR practices benefiting both internal (i.e., employees) and external stakeholders (i.e., community and customers) positively influenced employees’ organizational pride. However, only CSR activities benefiting customers significantly affected employees’ perceived meaningfulness of work. CSR influenced employees’ OCB through meaningfulness of work and organizational pride. The findings provide hotel management insights regarding the development of CSR initiatives to enhance employees’ organizational attitudes and work performance. The study limitations are that the survey methodology has weaknesses and that we do not consider the influence of corporate culture on OCB.

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The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance

Cited by 14 publications

References 74 publications

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

Assessing the State of ICZM in an Island Tourist Destination—Applying SESs and Ostrom’s Collective Action Principles: A View from Coastal Communities

Corporate Social Responsibility and Hotel Employees’ Organizational Citizenship Behavior: The Roles of Organizational Pride and Meaningfulness of Work

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