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The study evaluated how the engagement and psychological empowerment of front-line employees' in 1- and 2- star limited- service hotels influences the effect of their job satisfaction on their organizational citizenship behavior. Quantitative data was collected from 302 respondents in twenty-five 1- and 2- star hotels in Ghana. Based on the analysis, it was found that employees satisfied with their jobs manifested extra role behaviors, moderated by the level of organizational engagement and psychological empowerment received. It was concluded that enhanced job satisfaction, enabled by effective employee engagement and psychological empowerment practices, is a good predictor of organizational citizenship behavior required of front-line employees in 1- and 2- star hotels. [ABSTRACT FROM AUTHOR]

Our paper develops and tests a research model that proposes that job satisfaction (JSAT), career satisfaction (CSAT) and work engagement (WENG) mediate the effect of psychological contract breach (PCB) on affective organizational commitment (AOC). Data were collected from small-sized hotel employees who occupy frontline positions in three waves in four cities in Ghana. The hypothesized linkages were assessed via structural equation modelling. The empirical data confirmed all the hypothesized relationships. Specifically, PCB had a negative impact on AOC. Additionally, JSAT, CSAT and WENG mediated the effect of PCB on AOC. Discussion of implications of the findings are included in the paper. [ABSTRACT FROM AUTHOR]

Our study examines the impact of abusive supervision on affective organizational commitment (AOC). The study further examines work engagement (WENG) and job satisfaction (JSAT) as mediating mechanisms in the relationship between abusive supervision and AOC. The aforesaid hypothesized relationships were tested utilizing data gathered from frontline employees in upscale hotels in two waves in Ghana. We tested the hypothesized relationships using structural equation modeling. The findings reveal that abusive supervision is not significantly related to AOC. However, the findings demonstrate that WENG and JSAT fully mediate the relationship between abusive supervision and AOC. Theoretical and practical implications of the findings are discussed. [ABSTRACT FROM AUTHOR]

Purpose: The study aims to assess the sourcing approaches used in providing facilities management (FM) services in hotels. It further explores the factors that influence hotels' choice of sourcing approach and the challenges. Design/methodology/approach: The study used a case study design. Simple random, census and purposive sampling techniques were used to select the hotels and respondents. Data were collected using interviews and analysed thematically. The data were presented in narration and direct quotes from the respondents. The critical factors influencing outsourcing decisions were ranked using the relative importance index. This study is based on a single case. Therefore, further research should be conducted to expand the scope of study nationwide as a step toward making the results more robust. Findings: Both in-house and outsourcing sourcing approaches were used to provide FM services. In-house FM services mainly focused on cleaning, security and aspects of maintenance. Internet and information technology related services and other maintenance activities were also outsourced. Outsourcing decisions in the various hotel categories were mostly guided by the cost of outsourcing, core business, lack of in-house skills and hotel size. Practical implications: FM strategy can be developed to guide the management of FM activities in hotels. An approach that adds value and enhances the activities of hotels and provides convenience to customers must be adopted by hotels. Further studies should be conducted on the cost implications of the two main sourcing approaches, as well as the impact of sourcing approaches on customer satisfaction. An additional study should focus on the driving factors influencing the cost and quality of outsourced FM services in hotels. This will help provide comprehensive information on effective FM sourcing approaches and the operations of hotels. Originality/value: The study focused on the sourcing approaches used by hotels to provide FM services. It also explored the influencing factors and challenges of FM practices in hotels. [ABSTRACT FROM AUTHOR]

Purpose: The COVID-19 pandemic has long-lasting effects that necessitate business revision, innovation, and transformation in the hospital industry. The research in this field is, however, still incredibly underdeveloped. Hotels have faced unprecedented pressure due to the outbreak of novel COVID-19, forcing many to close temporarily or permanently. The aim of this study is to assess COVID-19 effect on hotels within the Bono region of Ghana, as the protocols are currently relaxed. Design/methodology/approach: Using a quantitative approach, a stratified and purposive sampling method was used and 174 hotel managers in the Bono region responded to the research questions in relation to how their businesses were affected by the COVID-19 pandemic. Findings: The findings showed that the most prominent and recurring measures among hotels are the application of hygiene standards, employee training and awareness, reduction of employees' guest contact and ensuring a safer environment for both guests and employees. Research limitations/implications: The study's sample frame covers hotels in the Bono region of Ghana with lower star classifications, ranging from affordable to three stars in quality and service. Hotels should emphasize the importance of providing their personnel with ongoing training and education to prepare them to deal with the outbreak of the pandemic. Practical implications: As a result, the study suggests that hotel operators give innovative, fascinating and delightful accommodation experiences that may boost customers' authentic happiness, as well as offer possibilities for customers to gain positive, memorable experiences from their experience. Social implications: Academia and hotel managers need to contribute to theory development in hotel marketing by analyzing changes in customer expectations and industry recovery measures to affect good changes in industry best practices in the aftermath of the epidemic. Originality/value: This study makes a significant contribution to the body of knowledge of the service delivery system model research because it is one of the initial studies to examine hotel business operations and activities during the COVID-19 utilizing the Bono region as a case. Theoretical, managerial and policy implications are discussed to cope with this crisis. [ABSTRACT FROM AUTHOR]

The study investigates the mediation effect of job involvement on the link between transformational leadership and customer OCB of family employees of budget family hotels in Ghana. Six hundred and thirty-five employees were selected using convenience sampling technique. The Partial least square-based structural equation modeling (PLS-SEM) was used to analyzed data. Results of the study reveal that transformational leadership positively predicts both job involvement and customer OCB. Job involvement also positively predicts customer OCB. Finally, job involvement positively mediates the relationship between transformational leadership and OCB-C. Management of budget family hotels should continually monitor and enhance TL behaviors of managers to reinforce appropriate behaviors among their employees. [ABSTRACT FROM AUTHOR]

Current research has questioned the wisdom in over-reliance on customer satisfaction (CS) as the basis for achieving customer loyalty (CL) but rather emphasized the need for firms to go beyond merely satisfying customers to delivering delightful services to increase CL. This study investigates the relationship between Service quality (SQ) and CL, and the mediation role of CS and customer delight (CD) between them. A sample of 313 customers of luxury hotels in Ghana was selected using a convenience sampling technique. The results indicate that SQ had a significant positive effect on both CS and CD. Furthermore, both CS and CD effectively mediate the relationship between SQ and CL. However, CD had a more significant effect on CL compared to CS. This implies that while the quest for CL through SQ and CS is germane, hotels in Ghana need to go beyond just CS and emphasize CD since it has a relatively stronger effect on CL as the foundation for long-term performance. The results have strategic implications for the management of hotels in Ghana in their quest to increase CL as a pathway to lasting competitive advantage. [ABSTRACT FROM AUTHOR]

To expand the literature on embeddedness and life satisfaction, the present study examines the mediating role of work engagement in the relationship between organizational embeddedness and life satisfaction among hotel employees in Ghana. Multi-wave data were conveniently collected from 274 employees working as full timers in selected rated hotels in Accra. Structural equation modeling results demonstrated that organizational embeddedness positively influenced life satisfaction and links positively affected life satisfaction. Moreover, work engagement mediated the organizational embeddedness-life satisfaction nexus. Lastly, the results showed that work engagement mediated the effects of link and fit on life satisfaction. Managers of hotels should provide employees who offer frontline services with several important organizational resources such as fit and links to enhance their work engagement and therefore augment their satisfaction with life. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to examine the impacts of links, fit and sacrifice as the sub-dimensions of on-the-job embeddedness (JE) on turnover intentions through the mediating roles of affective organizational commitment (AOC) and work engagement (WENG) and explore AOC and WENG as the two mediators linking on-the-JE to quitting intentions. Design/methodology/approach: Data collected from small-sized hotels in three waves in Ghana were used to assess the aforesaid relationships. The hypothesized relationships were tested using structural equation modeling. Findings: The findings reveal that on-the-JE is negatively related to turnover intentions. Additionally, the relationship between on-the-JE and turnover intentions is partly mediated by AOC and WENG. The findings further demonstrate that AOC and WENG partly mediate the impact of links on turnover intentions. Practical implications: Management of hotels should enhance formal and informal connections between employees and their coworkers and supervisors through socialization tactics. Establishing and maintaining an environment that fosters social support would increase employees' sense of belongingness and their proclivity to remain with the organization. Originality/value: Little is known about the effects of the sub-dimensions of on-the-JE on work-related consequences in the hospitality and tourism literature. The literature is also devoid of evidence concerning affective variables as the potential mediators relating the sub-dimensions of on-the JE to turnover intentions. The study sets out to fill in these gaps. [ABSTRACT FROM AUTHOR]

This study examined the influence of job-client gender context and personal characteristics on sexual harassment vulnerability of hotel employees in Accra, Ghana. Data for the study were solicited from 583 employees working in 55 hotels and analyzed using descriptive statistics, Chi-square test of independence and Kruskal-Wallis tests. Result of the study indicates that young and unmarried front office and food and beverage female employees are relatively predisposed to sexual harassment in hotel workplaces. Sexual harassment victimization in the hotel workspaces is associated with daily routine activities of employees as well as demographic characteristics whereas job-client gender context appears limited in explaining the sexual harassment vulnerability of hotel employees. [ABSTRACT FROM AUTHOR]

The current study draws on conservation of resources theory to examine the mediating roles of job satisfaction, and work engagement in the effects of psychological contract breach and abusive supervision on life satisfaction. Using a time lag of five months, a two-wave data were gathered from 274 full‒time frontline employees working in 4–5 star hotels in Accra in Ghana. The hypotheses were tested using structural equation modeling. The results demonstrated that psychological contract breach negatively influenced frontline employees' life satisfaction. However, abusive supervision was not si gnificantly related to frontline employees' life satisfaction. Furthermore, job satisfaction and work engagement fully mediated the relationship of abusive supervision and psychological contract breach with life satisfaction. This is the first study which demonstrates that psychological contract breach can foster hotel employees' life satisfaction, and identifies job satisfaction and work engagement as mechanisms through which psychological contract breach and abusive supervision predict life satisfaction. [ABSTRACT FROM AUTHOR]

The aim of this study is to explore supplier selection and relationship management in hotels in the Accra Metropolis of Ghana. An explorative qualitative multiple case study was employed for the study. The results reveal that supplier identification was through the direct approach, agents/experts search, professional networks, request for proposal and supplier-self reconnaissance. Efficiency and effectiveness, cost of service, supplier credibility and inside knowledge were important in the selection process. The findings also reveal that relationship management was cardinal to safeguarding the buyer-supplier relationship. Contracts, job evaluation, downtime/lead time, supplier trustworthiness and guest comment cards were essential tools used in relationship management. The paper ends with some conclusions and managerial implications for hotel managers. [ABSTRACT FROM AUTHOR]

Using the concept of Universal Design, this study examines the state of physical accessibility and its drivers among hotels in the Accra Metropolis of Ghana through physical accessibility audit and in-depth interviews. The findings reveal that there is poor compliance with physical accessibility though four and five-star hotels have better compliance than lower rated hotels. Also, non-compliance among lower rated, local hotel brands is driven by commercial interest, and lack of clarity and enforcement of disability legislation while compliance among higher rated, multinational brands is driven by the desire to comply with disability legislation, remain competitive, and adhere to the standards of parent companies. The implications of these findings in the context of hotel design and management are discussed. [ABSTRACT FROM AUTHOR]

This paper assesses the environmental management practices of different categories of hotels in Accra, Ghana. Managers of 200 hotels were surveyed, employing the stratified random sampling method. Results of the study indicate significant differences in the extent of environmental management of the hotels suggesting that the better the quality of a hotel, the better the environmental management performance. Suggestions are made towards improvement in waste management and voluntary environmental programmes in small and medium hotels that did not perform well in those areas of environmental management Copyright © 2013 John Wiley & Sons, Ltd. [ABSTRACT FROM AUTHOR]

The article reports on the hotel industry in Africa. It describes the demand for modern hotels in Africa and the efforts to replace old buildings including the Sheraton Hotel, DR Congo, and Estoril. The article mentions that the investment group Lohrho Plc will be renovating the Karavia Hotel in Lubumbashi for $20 million. Holiday Inn Express Hotels are also being developed by the firm ISO Leisure. A Hilton Hotel is also being planned to open in 2010 in Ghana. The article also describes the planned expansion of Hilton Hotels in other areas.