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  • Countdown to Opportunity: The Club & Hotel Controllers Conference 2018

    Written By: Laura Resco, official event guest blogger for the HFTP Club and Hotel Controllers Conference 2018 - One of the most important jobs of a graduate student is to produce original research that furthers the existing knowledge within an industry.

  • Primary Club Metrics

    Survey results identify which metrics are most often used to determine performance. By Agnes DeFranco, Ed.D., CHAE; Tanya Venegas, MBA, MHM, CHIA; and Amanda Belarmino

  • Controllers, Drive Your Professional Development: Attend CHCC 2018

    Club and hotel controllers: Do not miss the opportunity to get behind the wheel and take control of your own professional development. The Club and Hotel Controllers Conference (CHCC) — co-located with the world’s largest hospitality technology show HITEC® Houston at the George R.

  • Job Description Template: Club Accounting Positions

    The HFTP Americas Research Center has developed example job descriptions for club accounting positions. The process involved reviewing sample job descriptions, and compiling the information into standardized job descriptions.


Going keyless for a seamless experience: Insights from a unified hotel access control system

International Journal of Hospitality Management·Paid Content · 5 July 2018
Service providers are increasingly searching for new and innovative ways of providing customers with a seamless experience in the service environment. This paper used an engineering approach to service systems development and a model of technology acceptance as a conceptual lens through which to examine hotel guests’ acceptance of a unified hotel access control system (UHACS) for seamless hotel check-in and room access.

The missing link: Creating value with Social Media use in hotels

International Journal of Hospitality Management·Paid Content · 5 July 2018
Social Media has transformed the way firms relate to their markets. Hotels all over the world are increasingly using these tools, integrating them into their Customer Relationship Management (CRM) strategies to engage customers in active conversations. The use of Social Networking and Review Sites, like TripAdvisor, has become all pervasive, and hotels are investing large sums of money in engaging customers via Social Media.

Green initiatives and their competitive advantage for the hotel industry in developing countries

International Journal of Hospitality Management·Paid Content · 5 July 2018
The purpose of this study is to identify the organisational capabilities that complement the adoption of a proactive environmental strategy, and the specific benefits that can arise from such a strategy. The study focuses on developing countries that depend heavily on the tourism industry, but where environmental problems challenge the future of this industry.

When organic food choices shape subsequent food choices: The interplay of gender and health consciousness

International Journal of Hospitality Management·Paid Content · 3 May 2018
Author(s): Joongwon Shin, Anna S. Mattila In response to the increasing demand for organic food, restaurants have begun to add such options to their menus. To illuminate the impact of organic food choices in a restaurant context, this research examines the joint effect of an initial organic food choice, gender and health consciousness on subsequent food choices (healthy vs. unhealthy). The findings suggest that males with low levels of health consciousness are more likely to choose unhealthy options when their initial choice is organic (vs. conventional). Such a tendency is attenuated among males with high levels of health consciousness. Conversely, females with low (vs. high) levels of health consciousness are more likely to choose unhealthy options regardless of their initial choice. Theoretical and managerial implications are discussed.

The effect of green human resource management on hotel employees' eco-friendly behavior and environmental performance

International Journal of Hospitality Management·Paid Content · 3 May 2018
Yong Joong Kim, Woo Gon Kim, Hyung-Min Choi, Kullada Phetvaroon The subject of human resource management in hotels' environmentally friendly management remains relatively underexplored. This study examines how to improve employees' eco-friendly behavior and hotels' environmental performance through green human resource management. The findings show that green human resource management enhances employees' organizational commitment, their eco-friendly behavior, and hotels' environmental performance. This study suggests that hotel top management and HR managers should establish green human resource management policies.

What do Airbnb users care about? An analysis of online review comments

International Journal of Hospitality Management·Paid Content · 2 May 2018
International Journal of Hospitality Management, Volume 76, Part A Author(s): Mingming Cheng, Xin Jin This study investigates the attributes that influence Airbnb users' experiences by analysing a 'big data' set of online review comments through the process of text mining and sentiment analysis. Findings reveal that Airbnb users tend to evaluate their experience based on a frame of reference derived from past hotel stays. Three key attributes identified in the data include 'location', 'amenities' and 'host'. Surprisingly, 'price' is not identified as a key influencer. The analysis suggests a positivity bias in Airbnb users' comments while negative sentiments are mostly caused by 'noise'. This research offers an alternative approach and more coherent understanding of the Airbnb experience. Methodologically, it contributes by illustrating how big data can be used and visually interpreted in tourism and hospitality studies.

From finance to marketing: Initial public offering ownership overhang and marketing in the hospitality industry

International Journal of Hospitality Management·Paid Content · 2 May 2018
Author(s): Minghui Ma, Jian Huang, Shan Lin, Shuai Yang Hospitality firms spend significant amounts on marketing activities post-IPO. It is critical to understand the driving force behind these firms' aggressive marketing strategies. This study examines the impact of Initial Public Offering (IPO) overhang on the marketing activity of newly public firms in the U.S. hospitality industry. IPO overhang measures the ownership retained by pre-existing shareholders who are mostly corporate insiders. Our results indicate that IPO overhang is positively associated with post-IPO marketing intensity up to three years post-IPO. Further, the marketing activity by newly public firms is associated with higher equity market liquidity, consistent with the view that marketing activity promotes equity market liquidity and thus facilitates insiders' exit.

An exploratory study of managerial approaches to food waste mitigation in coffee shops

International Journal of Hospitality Management·Paid Content · 2 May 2018
Author(s): Viachaslau Filimonau, Marija Krivcova, Frederica Pettit The hospitality industry generates substantial amounts of food waste. Although the issue has been politically recognised, it remains under-researched. Studies are limited in number and restricted in sectoral and geographical coverage. They have attempted to quantify and characterise food waste in hospitality ventures while the managerial approaches to its reduction have not been scrutinised. The coffee shop sub-sector of the hospitality industry has been entirely excluded from analysis. This study examined food waste in UK coffee shops through the managerial lens. While food waste represents a significant challenge, the managerial approaches to its minimisation are conservative and focus on disposal, rather than prevention.

Non-parametric regression for hypothesis testing in hospitality and tourism research

International Journal of Hospitality Management·Paid Content · 1 May 2018
Author(s): A. George Assaf, Mike Tsionas The goal of this paper is to promote the use of Non-Parametric Regression (NPR) for hypothesis testing in hospitality and tourism research. In contrast to linear regression models, NPR frees researchers from the need to impose a priori specification on functional forms, thus allowing more flexibility and less vulnerability to misspecification problems. Importantly, we discuss in this paper a Bayesian approach to NPR using a Gaussian Process Prior (GPP). We illustrate the advantages of this method using an interesting application on internationalization and hotel performance. Specifically, we show how in contrast to linear regression, NPR decreases the risk of making incorrect hypothesis statements by revealing the true and full relationship between the variables of interest.

The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Chih-Lun Alan Yen, Chun-Hung Hugo Tang We treated electronic word-of-mouth (eWOM) behavior as a multidimensional construct and investigated the salient predictors for each individual eWOM behavior in this study, with an emphasis on hotel attribute performance. The results show that hotel attribute performance, previous eWOM experience, and platform convenience are the drivers of eWOM behaviors in general. Demographics and lodging preference do not affect eWOM behaviors. Economic incentives also have no effect on eWOM behaviors, which suggests that good reviews cannot be bought. The performance of core attributes can improve eWOM activities and eWOM praise, but the performance of facilitating attributes helps only with eWOM praise.

Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Tang Yao, Qi Qiu, Yigang Wei High employee turnover has been a concern of the hotel practitioners and academics. Previous research more focused on reducing employee turnover by improving economic incentives. However, psychological incentives are getting more concerned now. This study aims to analyze the psychological mechanism affecting the attitudinal and behavioral loyalty of employees in hotel sector. This study uses organizational commitment theory and regards the hotel employee as an internal customer to construct and verify a conceptual framework. Several important findings are observed. First, affective, normative, and continuance commitment have apparent and varying effects on the attitudinal and behavioral loyalty of employees. Second, the attitudinal loyalty of employees significantly promotes behavioral loyalty.

Small accommodation business growth in rural areas: Effects on guest experience and financial performance

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Shun Ye, Honggen Xiao, Lingqiang Zhou Rural tourism development features growth of small accommodation businesses (SABs). The disparity between the applause that appreciates increased economic benefits from SAB development, and the criticism on its potential damage to rural tourism experience, makes it necessary to verify the exact consequences of SAB growth. Drawing on business growth theory, this study models, tests and compares the effects of SAB size on various guest experiences and financial performance in the context of a highly dynamic rural destination, the north of China's Zhejiang Province. Data was collected from 188 SABs and 873 guests, and analyzed through hierarchical linear modelling and multiple linear regression. The result points to a trade-off faced by entrepreneurs between enhancing guest experience and achieving economic goals as SAB size increases.

Building loyalty through reward programs: The influence of perceptions of fairness and brand attachment

International Journal of Hospitality Management·Paid Content ·26 April 2018
Author(s): Eunmin Hwang, Seyhmus Baloglu, Sarah Tanford Grounded in the Theory of Justice, perception of fairness is evaluated as a key element to enhance the effectiveness of loyalty programs. Using a robust sample of casino reward program members, the research examines the mediating roles of brand attachment and loyalty intention between perceptions of fairness and loyalty outcomes. The study introduces share-of-wallet as a critical outcome of the loyalty process. The results indicate that communication-based and value-based fairness significantly influence brand attachment and loyalty intention. Moreover, brand attachment has a stronger impact on share-of-wallet than loyalty intention does. The research yields guidance for hospitality marketers to structure effective and competitive loyalty programs.

Hiring manager's evaluations of asynchronous video interviews: The role of candidate competencies, aesthetics, and resume placement

International Journal of Hospitality Management·Paid Content · 3 April 2018
Author(s): Edwin N. Torres, Amy Gregory Asynchronous video interviews (AVI) occur when an employment candidate records responses to pre-selected interview questions and an employer reviews them afterwards. This study examined the influence of the review process, the effect of aesthetics, and hard and soft skills on hiring managers' reviews of AVIs. The results from 517 observations reveal that the order of the interview (i.e., interview first versus resume first) had an impact on the hiring managers' decisions. Additionally, candidate aesthetics in the AVI context were found to play a role (though not primarily) in the decision to advance a candidate to the following stage of the screening process. However, communications and problem-solving skills remained the predominant predictors of advancing a candidate regardless of aesthetics or the procedural order of the review.

Analyzing hotel efficiency from a regional perspective: The role of environmental determinants

International Journal of Hospitality Management·Paid Content · 1 April 2018
With the development of the tourism industry over the last three decades, there has been growing interest in evaluating the efficiency of the hotel industry from a regional perspective. This paper joins this stream of research and assesses the performance of the Spanish hotel industry using a two-stage double bootstrap data envelopment analysis methodology. Additionally, we extend research on the impact of environmental variables on efficiency by examining the impact of four variables: length of stay, number of international tourists, destination quality, and the sun and sand tourism model. The results show a high degree of hotel inefficiency for Spanish regions and a significant effect of the environmental variables considered. These results give policymakers more accurate information for future strategic decisions, especially because that tourism constitutes a strategic sector of Spain’s national economy.

On the relationship between intellectual capital and financial performance: A panel data analysis on SME hotels

International Journal of Hospitality Management·Paid Content ·24 March 2018
This paper analysed the effect of intellectual capital on small and medium-sized hotel financial performance for the period between 2007 and 2015. Using a sample of 934 Portuguese small and medium-sized hotels, this study adopted the GMM system (1998) estimator, to analyse a dynamic panel data. The findings suggested that intellectual capital components, i.e., human capital, structural capital and relational capital provide a positive impact on hotel financial performance. Human capital and relational capital seemed to be key elements for the success of hotels, being the basis of service quality in the hotels sector. Furthermore, the results showed that human capital and structural capital are capitalized by the establishment and maintenance of long-term relationships with key stakeholders. These findings indicated that the interaction between intellectual capital components enhances the hotel financial performance. Herein, it is highlighted the importance of intellectual capital in small and medium-sized hotel financial performance.

Water conservation and waste reduction management for increasing guest loyalty and green hotel practices

International Journal of Hospitality Management·Paid Content ·24 March 2018
Publication date: September 2018 Source:International Journal of Hospitality Management, Volume 75 Author(s): Heesup Han, Jin-Soo Lee, Ho Le Thu Trang, Wansoo Kim This study tested the role of guests' perceptions regarding hotel practices of water conservation and waste reduction management in increasing hedonic and utilitarian values, and examined the influence of such relationships on guest participation intention in green practices and loyalty intention by considering the moderating effect of environmental concern in the green hotel context. A field survey with a convenience sampling approach was conducted in Vietnam. A total of 289 responses were used for data analysis. The results of this research revealed that hotel practices of water conservation and waste reduction management significantly increased values and pro-environmental intentions, and both hedonic and utilitarian values of green hotel stay acted as mediators. Additionally, environmental concern played a significant mod

The Integration between Service Value and Service Recovery in the Hospitality Industry: An Application of QFD and ANP

International Journal of Hospitality Management·Paid Content ·24 March 2018
Research in service recovery has attracted significant attention in recent years, but few studies have focused on service recovery from both customer and expert perspectives simultaneously. This study aims to address this research gap by adopting a Quality Function Deployment (QFD) approach that integrates Analytic Network Process (ANP) method. The results show that among five major groups of service failure in hotels, customers perceived the most important ranking as the one covering “Guestroom”; followed by “Arrival, Billing and Departure”; “Restaurant, Food and Beverage”; “Staff”; and “Facilities and Other Services”. While for service recovery, the most effective means to deal with service failures were “Immediate Correcting of Problem”; followed by “Apology”; “Replacement”; “Discount”; and then the remaining four service recovery actions. This study may contribute to the literature as an important reference for academics and professionals, specifically those in the hospitality industry, as it identifies the critical factors of customer satisfaction to enhance the hotel service quality.

The impact of brand authenticity on building brand love: An investigation of impression in memory and lifestyle-congruence

International Journal of Hospitality Management·Paid Content ·22 March 2018
This study investigates how brand authenticity perceptions, impression in memory, lifestyle-congruence, and brand love interrelate with one another. It also examines the moderating effect of the need for uniqueness in the luxury hotel setting. Empirical data was collected from 412 American guests of different luxury hotel brands. The findings indicate that brand authenticity is a critical determinant of impression in memory, lifestyle-congruence, and brand love. Brand authenticity’s relationships with impression in memory, lifestyle-congruence and brand love do not differ between high and low uniqueness perceivers. This study’s findings could help managers understand perceived authenticity better as a key factor that positions luxury hotel brands and influences business performance.

Positive and negative eWOM motivations and hotel customers' eWOM behavior: Does personality matter?

International Journal of Hospitality Management·Paid Content ·20 March 2018
Author(s): Yaou Hu, Hyun Jeong Kim This study examined the effects of eWOM motivations on customers' eWOM behavior in the hotel setting. Two independent samples (sample 1: positive hotel service encounter, n = 246; sample 2: negative hotel service encounter, n = 230) were collected online via MTurk (Amazon Mechanical Turk). eWOM motivations were divided into positive (self-enhancement and enjoyment, altruism, and economic incentives) and negative motivations (venting negative feelings, altruism, and economic incentives). Self-enhancement and enjoyment was the critical predictor of positive eWOM behavior whereas venting and economic incentives were prominent predictors of negative eWOM behavior. Further, this study examined the moderating role of the Big Five personality traits in the relationship between eWOM motivations and eWOM posting behavior.

Exploring antecedents and consequences of job crafting

International Journal of Hospitality Management·Paid Content ·19 March 2018
This study aims to assess the effects of different types of predictors—factors related to organizations, tasks, and individuals—on the three facets of job crafting and to evaluate the impact of job crafting on customer-contact employees’ job satisfaction. A paper and pencil survey was conducted targeting customer-contact employees working in five-star hotels located in Seoul, South Korea. A total of 327 responses were collected and analyzed using structural equation modeling. The results indicated that autonomy and creative self-efficacy positively influence each of the three facets of job crafting whereas perceived organizational support only impacts cognitive crafting. Moreover, task crafting is not associated with job satisfaction while the other two facets of job crafting are. The theoretical and managerial implications are discussed further in the study.

Norovirus on cruise ships: Motivation for handwashing?

International Journal of Hospitality Management·Paid Content ·19 March 2018
The cruise industry is the fastest growing segment of the travel industry. Concurrent with its growth is the challenge of mitigating the risk associated with illness outbreaks onboard ships. Norovirus is the leading cause of shipboard illnesses. This study examined the efficacy of the protection motivation theory (PMT) for predicting passengers’ intentions toward handwashing in the context of norovirus disease incidence. The results of this study indicated that people were willing to engage in protection motivation in order to avoid the communicated threat. The threat appraisal construct and coping appraisal construct were both analyzed. Overall, the protection motivation theory explained 58% of the variability in handwashing intention. The coping appraisal construct significantly predicted handwashing intention. The strongest predictor for handwashing intention was cost. Furthermore, this study revealed a need for continued educational efforts directed at passengers because almost one-third of respondents indicated that they had no prior knowledge of norovirus.

Impact of service climate and psychological capital on employee engagement: The role of organizational hierarchy

International Journal of Hospitality Management·Paid Content ·17 March 2018
Despite the important role of employee engagement, research on the psychological factors affecting employee engagement is scarce. Furthermore, engagement research has focused on frontline employees, overlooking management employees. This study tested a conceptual model of the interrelationships among service climate, psychological capital, employee engagement, and turnover intention and explored the mediating effects of employee engagement. Structural equation modeling was used to examine the hypothesized relationships and an invariance test was employed to determine the effect of organizational hierarchy with a sample of hospitality frontline and management employees. Psychological capital and service climate were critical to elevating employee engagement and showed a stronger impact for managers’ engagement than frontline employees’ engagement. Furthermore, employee engagement was a critical mediator. The study fills important gaps in the hospitality literature and extends social exchange theory by showing reciprocal relationship differences between frontline employees and managers through an examination of organizational hierarchy.

Worker body-art in upper-market hotels: Neither accepted, nor prohibited

International Journal of Hospitality Management·Paid Content ·14 March 2018
Author(s): Leonidas Efthymiou In line with previous research in the field of aesthetic labour, this article explores the tensions generated in upper market hotels by the increasing popularity of body-art. Using the findings of personal interviews with general managers, the research reveals how worker body-art is manifested in this highly aesthetic form of organisation and what the managerial responses are. Unlike previous studies, this article argues that aesthetic requirements in this type of hotels are the same at both the front and back of the house. Unexpectedly, most of the hotels participating in the study have employees with visible tattoos and piercings on their payroll. This is attributed to external social and labour-related forces that induce managers to bypass or soften up aesthetic standards.

Collective psychological capital: Linking shared leadership, organizational commitment, and creativity

International Journal of Hospitality Management·Paid Content ·14 March 2018
Author(s): Chi-Min Wu, Tso-Jen Chen Drawing from a macro perspective of social exchange theory, the current study aims to examine the relationships between shared leadership, collective psychological capital, organizational commitment, and creativity at a collective level in Taiwan's hotel industry. We adopt three-stage time-lag design with a three-week in each stage to collect data. Data stem from 52 hotels and comprise 267 employees were used to test the hypotheses through structural equation modeling. We found that, the data fit the hypothesized model well, and collective PsyCap partially mediates the relationship between shared leadership and both organizational commitment and creativity. From these results, theoretical and practice implication are offered. We discuss the theoretical and practical implications of the findings and offer recommendations for future research.

'Last hospitality' as an overlooked dimension in contemporary hospitality theory and practice

International Journal of Hospitality Management·Paid Content ·14 March 2018
Author(s): Viachaslau Filimonau, Lorraine Brown This paper contributes to the on-going debate on how hospitality should be defined and what constitutes hospitality as a social and commercial phenomenon. The paper takes a conceptual approach, reviewing the literature relevant to hospitality and funeral care provision, and proposing a reclassification of hospitality. The paper reveals that funeral care holds a number of core attributes that have long been associated with (more) conventional hospitality services. The paper articulates these similarities and introduces the notion of 'last hospitality', which is conceptualised as the hospitality services provided by funeral directors to the deceased and their families and friends. The paper argues that 'last hospitality' alongside the related services of funeral directors should be subsumed into traditional notions of hospitality.


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