Customer Perceptions of Corporate Social Responsibility of Service Firms: Impact on Customer Attitudes and Behavioral Intentions

Using an experimental research design, this study investigates the influence of customer perceptions of corporate social responsibility (CSR) on customer attitudes (loyalty, trust and commitment) and behavioral intentions (patronage intentions, switching intentions and word of mouth). Focusing in the hospitality industry, this study examines whether customer attitudes and behavioral intentions are affected only by the services provided to them by the service companies (service quality), or are also affected by the services provided by the service companies to its own employees, suppliers or to the society (CSR). The present study is based on the understanding that customers have already developed attitudes (favorable/unfavorable) towards service organizations based on past experiences of service quality. First, this study investigates, if customer perceptions of favorable/unfavorable CSR activities alters/affects the existing service quality-driven customer attitudes. Second, the study reconfirms that service quality influences customer attitudes and behavioral intentions. Third, the study investigates the critical relationship between perceptions of CSR and customer attitudes and behavioral intentions. Finally, the moderating effect of CSR on the relationship between perceptions of service quality and customer attitudes and behavioral intentions is investigated. Results provide substantial support of the influence of customer perceptions of CSR on customer attitudes and behavioral intentions

Human resource management practices and organizational commitment and intention to leave: the mediating role of perceived organizational support and psychological contracts

The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file.Title from title screen of research.pdf file (viewed on January 3, 2008 )Includes bibliographical references.Thesis (M.S.) University of Missouri-Columbia 2007.Dissertations, Academic -- University of Missouri--Columbia -- Food science.The purpose of this research was to examine the influence of HRM practices as a critical tool to make the employees more committed to their organization which in turn would affect employee intention to stay or leave the organization. The objective of the study was four fold. First goal was to investigate if eight human resource management (HRM) practices have a significant relationship with employees' perceived organizational support (POS) and psychological contracts (PCs). Second goal was to find out if POS and PCs had a significant relationship with employees' organizational commitment. Third goal was to investigate the significant relationship between organizational commitment (OC) and intention to leave. The final goal was to examine the mediating influence of POS and PCs on the relationship between HRM practices and OC. Data was collected through a survey of 183 employees working in a hospitality organization in India. Regression analyses revealed that POS mediated the relationship between employee perceptions of HRM practices and organizational commitment. The finding indicates that employer-provided HRM practices do not directly result in high employee commitment. HRM practices rather influence organizational commitment through perceived organizational support

Boston Hospitality Review: Winter 2019

TABLE OF CONTENTS: "Training: The Necessity of Error Management Training in the Hospitality Industry" by Priyanko Guchait; "Trends: Green Hotels: An Overview" by Minu Agarwal and Prashant Das; "Tourism: Panacea or peril? The implications of Neolocalism as a more intrusive form of tourism" by Makarand Mody and Kyle Koslowsky; "Restaurants: How Can Single-Unit Restaurants Strive for Powerful Online Presence?" by Leora Lanz and Jenna Berry; "Retention: Why Hoteliers Stay and Go: Future Oriented Thinking" by Sean McGinley; "Service Recovery: Failure is Not Fatal: Actionable Insights on Service Failure and Recovery for the Hospitality Industry" by Lisa C. Wan and Elisa Chan; "Research: A Detailed Study of the Expected and Actual Use of Hotel Amenities" by Chekitan S. Dev and Prateek Kumar

Examining the Influence of Team Knowledge on Effectiveness of Service Management Teams

The influence of team knowledge on team learning behavior, team performance, and team viability was tested using service management teams in a restaurant setting. Teammates’ taskwork knowledge and teamwork knowledge was both conceptually and empirically distinguished and their convergence or ‘sharedness’ was assessed. Preliminary results showed that both shared taskwork and teamwork knowledge were positively related to performance, viability, and team learning behavior

Personality Predictors of Team Taskwork Understanding and Transactive Memory Systems in Service Management Teams

Purpose– The aim of this paper is to examine how personality composition in teams related to team taskwork understanding (TTU) and transactive memory systems (TMS) over time. Additionally, the study examined the relationship between TTU and TMS, and three team criteria variables: performance, satisfaction, and cohesion. Design/methodology/approach– A longitudinal study was conducted with 27 service management teams involving 178 undergraduate students in a restaurant setting. The restaurant was open to the public so the team outcomes had real world consequences. Each team served between 90-140 customers. Findings– Results showed that team mean-level conscientiousness was significantly positively related to TTU and TMS in the initial stage of team formation. On the other hand, team mean-level agreeableness had a significant positive relationship with TTU and TMS later on in the team\u27s lifecycle. Furthermore, significant positive relationships were found between TMS and team performance, TMS and team satisfaction, and TTU and team cohesion. Originality/value– The current work looked at how various team cognitions develop in teams over time as a result of personality composition in teams which has not been tested before. Unlike prior research, this study was conducted in a field setting instead of an experimental study in the laboratory. Finally, no research exists studying these relationships in a hospitality context. Therefore, the current work extends the generalizability of the team composition and team cognition theories

Journal of Hospitality & Tourism Research : Volume 40, Number 2, February 2016

1. The Mediating Effect of Team Engagement between Team Cognitions and Team Outcomes in Service-Management Teams 2. Hospitality Industry Web-based Self-service Technology Adoption Model : A Cross-cultural Perspective 3. The Role of Customer Orientation in the Relationship Between Manager Communications and Customer Satisfaction 4. Impact of Job Burnout on Satisfaction and Turnover Intention : Do Generational Differences Matter ? 5. Attitudinal and Situational Determinants of Self-Service Technology Us

Error Management at Different Organizational Levels – Frontline, Manager, and Company

The influence of service recovery efforts in the form of apology (error management) at three organizational levels – frontline, manager, and company – on consumer satisfaction and behavioral intentions was examined with a 2 × 2 × 2 experimental study. Results support the main effects of all three apology levels on consumer satisfaction with the service exchange (recovery) process. The results also indicate that frontline apology has greater influence on consumers’ satisfaction when a manager\u27s apology is also present. Moreover, the study identifies perceived control and fairness as mediators of the relationships between apology levels and consumer satisfaction indicating potential theoretical and managerial implications