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The purpose of this study is to determine the effect of toxic leadership perception, leader-member exchange, job stress and emotional exhaustion to predict organizational citizenship behavior of hotel employees. The study is conducted with 623 participants from four and five-star hotel firms in Alanya which is among the top destinations in Turkey. Decision tree analysis is applied to determine the variables that decisive predicting organizational citizenship behavior of the employees. The external validity of the results obtained with the decision tree model is tested with artificial neural networks. The analysis showed that the most significant variable to predict employee organizational citizenship behaviors is leader-member exchange. Findings are discussed in terms of theoretical and practical implications for hospitality literature and sector practitioners. [ABSTRACT FROM AUTHOR]

Purpose: This study attempts to explore and identify critical ethical incidents encountered by senior managers employed in international hotels in Taiwan. Design/methodology/approach: An in-depth interview was conducted to collect data from 22 senior managers. By using the critical incident technique (CIT) to analyze the interview data, 161 critical ethical incidents were identified and discussed. Findings: The analytical results show that the identified ethical incidents can be divided into 3 main categories, 7 sub-categories, and 13 underlying factors. The main and sub-categories include: (1) personal issues: personal integrity, executive leadership, and customer equity; (2) organizational issues: corporate integrity, organizational climate, and cross-cultural management; (3) external issues: customer integrity. Practical implications: Currently in Taiwanese hotels, ethics are not generally emphasized by management. The results of this research can contribute to hospitality ethics research and provide suggestions for ethics education and employee training in the hospitality industry. Originality/value: This study investigates critical ethical issues that exist in the hospitality workplace, with a focus on critical ethical concerns confronted by employees and managers in the hotel industry. [ABSTRACT FROM AUTHOR]

The purpose of the present study was twofold. First, it aimed to determine what business travelers in two international hotels in Cairo, Egypt, the first being 5 stars and the second 4 stars, believed were the factors influencing hotel selection and their importance. Second, this work aimed to ascertain the extent of congruence between business guests on attributes that feature in hotel selection. Results showed that business travelers at the 5-star hotel assigned top importance to the attribute “accuracy of wake-up call”, whereas their counterparts at the 4-star hotel identified “security and safety of room” as their most important factor in hotel selection. The independent samples t-test identified statistical significant differences on 50 attributes between both sets of respondents. The eta-squared value was calculated to examine the magnitude of such differences. Despite the difference in hotel star rating, research findings did not reveal a large statistical difference on all attributes. However, a large statistical difference was discovered between respondents on 21 attributes; a moderate difference on 25 attributes and; a small difference on 4 attributes. The results of this study could equip accommodation managers with a better insight into the actual needs of business guests, the issue that could lead to their satisfaction and improve customer service. [ABSTRACT FROM AUTHOR]

The hospitality industry offers services to consumers around the clock, every day of the year. Lodging managers, in particular, are required to work long hours in a highly unpredictable and stressful environment. Consequently, a successful career in hotel management leaves little time for outside activities which often leads managers to leave such positions or the industry altogether. The purpose of this study is to explore the coping strategies used by lodging managers who have a successful balance between their work and personal lives. Eight coping strategies are identified by interviewing 15 lodging managers. [ABSTRACT FROM AUTHOR]

This article presents cost effective guidelines to assist hotels of all sizes with the usage of electronic data interchange (EDI) in the Internet e-business era. The evolution of web-based EDI makes it easier for hotels of all sizes to support their business processes with traditional EDI technology, but without the extensive capital outlay in computer hardware and software. This is an attempt to encourage investment in basic EDI technologies before implementing more sophisticated applications. The focus is to allow hotels of all sizes to improve their competitive advantage with successive EDI technological advances. [ABSTRACT FROM AUTHOR]

Serious concern by hoteliers pertaining to how managers' perceptions of environmental uncertainty may influence the incidence and scope of environmental scanning in the company's strategy formulation process has not been matched by appropriate research in the area. It has been argued that objective measures of the instability, or volatility associated with the heterogeneous and diverse hospitality business environment may be less strongly related to the strategy-making process than subjective perceptions to which managers respond. The findings here suggest that hotel executives perceive higher levels of hostility, dynamism, and complexity in the task environment when compared to the remote environment and tend to scan the environment with greater frequency and more broadly in response to increased uncertainty. [ABSTRACT FROM AUTHOR]

This article reports on a study investigating Management Accounting (MA) applications and practices in Greek hotels. Relevant bibliography indicates the way in which MA supports management decision-making: Costing systems aim to analyze revenue centers, and are structured according to marginal costing principals. MA makes extensive use of budget and performance measurement techniques to support operational and strategic decisions. In the present study, a sample survey was carried out by means of a structured questionnaire. The findings indicate that Greek hotels make use of MA techniques in all of the above ways, but also reveal a number of differences, such as the application of full costing methods. This in turn has implications for the criteria used to evaluate managers' performance, as well as for the information used in making pricing decisions. Moreover, budget design is more flexible than that used in other fields, while benchmarking is not so popular. The study's findings reveal that hotel size and sales mix structure affect some MA practices, while the use of specific MA methods and techniques determines the emphasis placed on the application of others. [ABSTRACT FROM AUTHOR]

This study aims to examine the effect of self-efficacy on job performance, job satisfaction, and affective organizational commitment using data collected from employees in three-, four-, and five- star hotels in Northern Cyprus as its setting. The research hypotheses were tested using LISREL 8.30 through path analysis. The model test results demonstrated that self-efficacy is a significant determinant of job performance. This study, however, failed to find a significant positive association between self-efficacy and job satisfaction. Although not hypothesized, the results of the present study revealed that job performance mediates the impact of self-efficacy on job satisfaction. In addition, the results of the path analysis showed that self-efficacy is among the significant predictors of affective organizational commitment. The model test results provided empirical support for the rest of the hypothesized relationships. Specifically, the path-analytic findings indicated that job satisfaction exerts a significant positive influence on affective organizational commitment. The model test results also demonstrated that job satisfaction and affective organizational commitment are negatively associated with intention to leave. Discussion of the results, implications for hotel managers, and future research directions are presented in the study. [ABSTRACT FROM AUTHOR]

This paper examines hotel renovation practices within the context of new product development. It reports the results of qualitative empirical research on the renovation practices adopted by three star hotels, and the perception of owners/operators in that sector. This paper reports the findings from interviews with three star hotel owners. These indicate that there is an unwritten and informal process for renovation in three star hotels. in general, the scale and nature of renovations are limited in these hotels due to insufficient finances. The findings seem to indicate that three star hotel owners do not use renovation as a marketing tool due to external factors. Owners believe that these factors are most likely to be the same problems faced by three star resort hotels throughout Egypt because the rules and ethics of hotel business are almost the same all over Egypt. [ABSTRACT FROM AUTHOR]

Quality is a price determinant in most products. However, establishment of a quality evaluation for the consumer is not an easy proposition. In the hospitality industry, fortunately, room quality evaluation and price information are readily available for consumers from published consumer guides. The Mobil Travel Guide is one of the more popular sources of hotel information available to consumers. The Mobil Travel Guide awards "stars" based on the level of quality their investigators deem appropriate. To investigate the relationship between quality and price in the hospitality industry, this study analyzes hotel managements' pricing behavior before and after a quality rating change by the Mobil Travel Guide. Data is gleaned from the Guide in several provinces and states in Canada and the United States from the relatively stable economic growth period of 1991 through 1999. The results reveal that hotel organizations raised prices before gaining a "star" and lowered prices before losing a "star." The study concludes with a discussion of the implications of this pricing pattern. [ABSTRACT FROM AUTHOR]

This research investigates guests' perceptions of the process of booking hotel rooms, To test the hypothesis that guests experience stress during the booking process, 224 guests in two hotels in New Zealand were asked about their experiences when making hotel reservations. The results of a qualitative analysis show that many travellers do find the process of hooking accommodation uncomfortable and stressful. Fifty-five percent of guests expressed dissatisfaction with some aspect of the hooking process. Lack of information about the hotel and its services were quoted most often as the critical factor, closely followed by dislike of the price negotiation process. [ABSTRACT FROM AUTHOR]

This study was undertaken to identify employee recruitment and retention issues in the New Zealand hotel industry and how and if Strategic Human Resource Management (SHRM) took place. Questionnaires were sent to 67 human resource managers of hotels who maintained hotels in excess of 75 rooms and had associated food and beverage operations. In total this involved 4,886 rooms and 2,163 equivalent fulltime employees, geographically spread throughout New Zealand. While more hotel jobs are being created, results indicate the number of applicants to jobs and caliber of applicants is dropping. Housekeeping and food and beverage positions are the highest turnover positions while qualified chefs are difficult to find. Strategic human resource planning is only undertaken by 59% of hotels and the image of the hotel industry appears negative to the external labour market. [ABSTRACT FROM AUTHOR]

The authors examined the degree of discrepancy between customers' perceptions and expectations for hotel service quality. This research finds that customers have negative disconformation, that is, the degree of expected service quality is higher than the perceived service quality. Nevertheless, the findings show high customer satisfaction. The authors report that this phenomenon is explained by the notion that service value plays a key role as a mediating variable in the relationship between service quality and customer satisfaction. [ABSTRACT FROM AUTHOR]

Explains how value-based performance measures may be used to increase the efficiency, effectiveness and profitability of hospitality establishments in the U.S. Examples of commonly used traditional financial measures; Findings from a survey of hotel managers that support the potential value of economic value added-type measures to hotel management; Suggestions for implementation.