Commitment to quality service in hospitality: role of human resources practices, turnover intention, organizational engagement, and adaptability

European Journal of Management and Business Economics, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 2, 2025

Purpose This study examines the mediating role of organizational engagement in link between human resources management (HRM) practices and commitment to quality services (CQS). It also investigates moderating effect turnover intention on HRM engagement, employee adaptability CQS. Design/methodology/approach Customer contact employees ( N = 593) Bangladeshi hotels were recruited using a convenient sampling method. Partial least squares structural equation modeling (PLS-SEM) was applied test hypotheses. Findings Organizational significantly mediates relationship Turnover negatively positively moderates proposed relationships. Practical implications Hospitality managers may use findings enhance customer by implementing appropriate practices, reducing turnover, increasing engagement. Originality/value The contribute social exchange theory, theory planned behavior, job demand-resources theories explaining which are yet be discovered.

Language: Английский

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From crisis to care: Redesigning work and jobs for employee well-being in hospitality and tourism

Tourism and Hospitality Research, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 13, 2025

Embedded in Job Characteristics Theory, this study explores the impact of crisis-specific HR practices, particularly job and work redesign, on employee well-being retention Hospitality Tourism (H&T) sector. Through qualitative interviews with 31 managers from hotels, restaurants, travel agencies, other service organizations, reveals key practices that led to positive outcomes for both employees organizations during crises. The findings emphasize critical distinction between redesign interventions. Organizations implemented a strategic blend top-down bottom-up redesign—actively involving management employees—achieved better results fostering retention. This research extends Theory by highlighting importance tailoring unique challenges faced H&T sector Moreover, it underscores value aligning design strategies create holistic solutions address structural individual needs. offers actionable insights practitioners, such as adopting flexible arrangements, providing skill development opportunities, leveraging virtual or gamified engagement techniques. These approaches ensure long-term benefits promoting adaptability, engagement, resilience challenging times.

Language: Английский

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How Does Psychosocial Safety Climate Address Hotel employees’ Job Embeddedness and Organizational Commitment During Crisis?

Journal of Quality Assurance in Hospitality & Tourism, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 32

Published: Jan. 14, 2024

The pandemic crisis has prompted hotel employees to look for more stable jobs, resulting in a labor shortage that may impede the recovery of industry. Drawing upon job demands-resources model, current research intends investigate how COVID-19-induced risk and stress influence employees' affective organizational commitment under mediating role embeddedness moderating psychosocial safety climate. Analytical results from data obtained 583 reveal significantly mediates effects both on commitment. Additionally, impact climate perceived is statistically significant, showing with low degree are inclined reduce their embeddedness, whereas no difference was found effect stress.

Language: Английский

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Children as a “Left Behind” group by outdoor hospitality businesses (Campsites): A human resources perspective

International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 125, P. 104001 - 104001

Published: Nov. 26, 2024

Language: Английский

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