Hotel Management

Permanent URI for this collectionhttps://hdl.handle.net/10679/4359

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Now showing 1 - 20 of 69

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Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance
(Elsevier, 2020-08) Wang, X. Y.; Guchait, P.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
According to affective events theory (AET), organizational contexts can produce "affective events" that shape individuals' emotional experiences, subsequently influencing those individuals' work behaviors. This study hypothesized that every time an error occurs in an error management culture, it is an affective event that can stimulate employees' gratitude and reduce their anxiety toward their respective organizations. Gratitude and anxiety are positively and negatively associated with employees' service recovery performance, respectively. Drawing on three waves of data collected from 218 hotel employees, this study found that error management culture was positively associated with gratitude and negatively associated with anxiety. Consequently, gratitude and anxiety influenced employees' service recovery performance, as rated by the employees' supervisors. These findings suggest that error management culture can influence employees' service recovery performance through the culture's impact on gratitude and anxiety.
Open Access
The challenge of constructing a unique online identity through an isomorphic social media presence
(University of Southern California, 2019) Atakan-Duman, S.; Paşamehmetoğlu, Ayşın; Bozaykut-Buk, T.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
Grounded in institutional theory for analyzing and differentiating isomorphic identity features, this study aims to analyze how foundation universities in the higher education field of Turkey use social media to construct their online identities. To determine the themes used by these universities for their online identity construction, secondary data were collected from the universities' social media accounts (Facebook and Twitter). Content analysis was conducted to identify the major themes and theme categories used by the foundation universities. Study results revealed that to construct a unique identity while embracing widely accepted industry practices, foundation universities concentrate their communication efforts mainly on public relations. This study contributes to the existing literature by providing insights from the higher education field into the challenge of constructing a unique identity while communicating similar identity elements so as to establish legitimacy through isomorphism. This study proposes that foundation universities communicate both distinctive identity elements through persuasion to be able to stay in competition and identity elements consistent with industry norms through mimetic and normative isomorphism to gain legitimacy.
Open Access
The challenge of constructing a unique online identity through an isomorphic social media presence
(USC Annenberg Press, 2019) Atakan-Duman, Ş.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
Grounded in institutional theory for analyzing and differentiating isomorphic identity features, this study aims to analyze how foundation universities in the higher education field of Turkey use social media to construct their online identities. To determine the themes used by these universities for their online identity construction, secondary data were collected from the universitie's social media accounts (Facebook and Twitter). Content analysis was conducted to identify the major themes and theme categories used by the foundation universities. Study results revealed that to construct a unique identity while embracing widely accepted industry practices, foundation universities concentrate their communication efforts mainly on public relations. This study contributes to the existing literature by providing insights from the higher education field into the challenge of constructing a unique identity while communicating similar identity elements so as to establish legitimacy through isomorphism. This study proposes that foundation universities communicate both distinctive identity elements through persuasion to be able to stay in competition and identity elements consistent with industry norms through mimetic and normative isomorphism to gain legitimacy.
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Compensation practices in the lodging industry: Does top management pay affect corporate performance?
(Elsevier, 2014-04) Upneja, A.; Özdemir, Özgür; Hotel Management; ÖZDEMİR, Özgür
The current study examines the relationship between executive compensation and firm performance in the U.S. lodging industry. It is not clear-cut whether performance leads to compensation or compensation drives firm performance. Our contention is that cash and lagged equity-based compensation drive the firm performance. Our findings suggest that chief executive officer's (CEO) contemporaneous cash-compensation and one-year lagged equity-compensation positively affect the accounting performance measures return on assets and Tobin's Q; but neither compensation components affects the market-performance measure, stock returns, in the lodging industry. Quantitatively similar findings are found for the chief financial officer (CFO). Further robustness test show that further lags of equity compensation of both named executives do not result in increased stock performance in the lodging industry.
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Coping with RM challenges in hospitality education
(Springer International Publishing, 2017-10) Demirçiftçi, Tevfik; Cetin, G.; Bilgihan, A.; Hotel Management; DEMİRÇİFTÇİ, Tevfik
The success of the hospitality industry and development of RM as a profession depends on the quality of new candidates. However, formal hospitality and business education and training programs concerning pricing and RM are far from providing the maximum level of competency for an extensive RM career development. Therefore, the goal of this study is to determine the challenges of RM and to address the gaps in hospitality and tourism education. Further aims of the current research include suggesting some enhancements to RM curriculum. To answer research questions, an online survey was sent to 423 HSMAI members that are listed as revenue staff. A total of 34 RM challenges were identified. The most important RM challenges were (1) finding qualified revenue staff, (2) economic instability, (3) owner pressure on budget and prices, (4) unstable demand, and (5) competition. Formal RM education in tourism and hospitality might be improved under the light of the findings suggested in this study.
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Corporate social responsibility and sustainable development in the Mediterranean: The case of the Spanish hotel industry in the Barcelona region
(Taylor & Francis, 2019) Paşamehmetoğlu, Ayşın; Gökoğlu, M. M.; Hotel Management; Tüzün, İ. K.; Ergül, M.; Johnson, C.; PAŞAMEHMETOĞLU, Ayşın
This chapter describes corporate social responsibility practices of hotels in Barcelona region in an aim to understand business perspectives on sustainable development in Mediterranean. From this standpoint, a case study analysis is developed regarding the progress in the implementation of CSR (corporate social responsibility) practices leading to sustainable development. Current literature on CSR in Spanish hotel industry lacks a clear understanding of perspectives businesses have towards sustainability. Specifically, examining CSR practices of hotels in Barcelona region allows us to describe the progress and problems in the field. In general, findings point out to an environmentalist perspective which traditionally dominates CSR practices in Spain. The hotel industry in Spain is raising its environmental consciousness and some specific environmental initiatives are being implemented. By explaining the dynamics of hotel industry and environment relations in Barcelona region, this chapter suggests a unique structure in Mediterranean where environmental solutions are dominated in CSR practices. Present studies in Spain with regard to sustainable development are lacking business perspectives towards environmental initiatives. This chapter aim to fill this gap by examining the CSR practices of hotels based on an environmentalist evaluation of Barcelona region.
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Customer experience in five-star hotel businesses: is it an “experience” for customers?
(Turkey, 2023-08-15) Özgen, Hanım Kader Şanlıöz; Kozak, M.; Hotel Management; ÖZGEN, Hanım Kader Şanlıöz
Purpose: Concerning the development of “experience” as an economic phenomenon, this study aims to analyse customers' evaluations of their experiences in five-star hotel businesses and to identify if the hospitality experience is evaluated as an “experience” by its specific aspects. Design/methodology/approach: Structural and thematic narrative analyses in a multi-dimensional setting were applied to stories from 107 participants who stayed in five-star hotel businesses. Findings: Customers evaluate their overall experience as an “experience” reflected by experiential statements. However, they demonstrate higher cognitive orientation at the sub-experience levels (food and beverage, rooms, etc.). Research limitations/implications: The paper sheds light on the fact that customers may evaluate their experiences with cognitive and experiential aspects. The study focuses on participants' lived experiences to understand the customer perspective with the “experience” concept leading to the memorability of customer experiences in hotel businesses. Further research is required with a larger sample group, mixed-methods implementation and longitudinal and comparable examination to understand seasonal, motivational and cultural differences. Practical implications: The paper reveals various aspects of customer experiences in five-star hotel businesses around the variety of their offerings evaluated by cognitive and experiential perceptions so that dedicated efforts of the managers will be enhanced with a better and strategic understanding of the “experience” concept to achieve business goals. Originality/value: The study offers insightful findings relating to customers’ service- and experience-based experiences and how “experience” is perceived by customers from various angles in the five-star hotel businesses.
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Customer online reviews and hospitality employees’ helping behavior: moderating roles of self-efficacy and moral identity
(Emerald Group Publishing, 2021-07-06) Hwang, Y.; Wang, X.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
Purpose: Online reviews are perceived as credible and trustworthy across various business sectors; thus, they influence customers’ purchase decisions. However, the potential role of customer online reviews as feedback for employee performance and employee reactions to customer reviews remain largely unclear. To address this knowledge gap, this study proposes that employee characteristics, namely, self-efficacy (Study 1) and moral identity (Study 2), moderate the effect of the valence of customer reviews on hospitality employees’ helping behavior. Design/methodology/approach: The authors used a scenario-based, quasi-experimental design in two studies. They recruited a total of 215 frontline employees at independent casual dining restaurants in Istanbul, Turkey (Study 1) and 226 US residents who have worked in the restaurant industry for more than six months (Study 2). Multiple linear regressions via PROCESS and moderation analysis via Johnson–Neyman technique were used. Findings: Study 1 demonstrates that when employees’ self-efficacy is low, positive (vs negative) customer reviews enhance employees’ helping behavior. By contrast, when employees’ self-efficacy is high, their helping behavior is invariantly high regardless of the valence of customer reviews. Study 2 reveals that when employees’ moral identity is low, their helping behavior decreases in the presence of negative (vs positive) customer reviews. Conversely, when employees’ moral identity is high, their helping behavior is similarly high regardless of the valence of customer reviews. Practical implications: Hospitality managers may need to develop training programs to enhance their employees’ self-efficacy and moral identity. They may also provide necessary organizational support to induce their employees’ self-efficacy and moral identity, given that such psychological resources help buffer the dampening effect of negative reviews on helping behavior. Last, hospitality managers may consider incorporating customer reviews as part of employee performance feedback. Originality/value: This study advances the understanding of employees’ responses to customer reviews, with the performance appraisal feedback framework as fresh theoretical lens. This study is among the first to demonstrate the relationship between the valence of customer reviews and subsequent helping behavior of employees toward customers. It also contributes to the emerging literature that identifies boundary conditions for employees’ responses to customer reviews.
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The differential effects of leader Food safety priority and ethical leadership on food safety promotive and prohibitive voices: A socially desirable responding theory perspective
(Taylor & Francis, 2023) Yu, H.; Guchait, P.; Achyldurdyyeva, J.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
Studies on impact of different leadership styles on the promotive and prohibitive forms of food safety voices are limited. Therefore, drawing on socially desirable responding theory, this study examined the differential effects of leader food safety priority and ethical leadership on food handlers’ promotive and prohibitive forms of food safety voices. We found that leader food safety priority and ethical leadership influence employee voice through different mechanisms. Moreover, the indirect impact of leader food safety priority on promotive voices was stronger, while ethical leadership had a stronger indirect effect on prohibitive voice. Finally, leader–member exchange strengthened the indirect effects of leadership antecedents on both forms of food safety voices. This study provides theoretical and practical contributions to food safety voice literature.
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Distance education at tourism higher education programs in developing countries: Case of Türkiye with a strategic perspective and recommendations
(Elsevier, 2023-06) Özgen, Hanım Kader Şanlıöz; Küçükaltan, E. G.; Hotel Management; ÖZGEN, Hanım Kader Şanlıöz
The COVID-19 pandemic was a critical and sudden happening for higher education institutions to adapt fast to changes and switch to distance education (DE). In addition to presenting several challenges and threats such as insufficient internet infrastructure and limited technology tools in developing countries, this sudden transition brought about some opportunities as well. This research focuses on the DE experiences of instructors in tourism-related higher education programs (THEP) and aims to propose a strategic view and recommendations based on instructors’ evaluations. Qualitative research methods are applied, and data is collected from 114 instructors via Google Forms. The originality of the research is based on the strategic view proposed by the application of SWOT and TOWS analyses. The proposed strategies are expected to help the preparation of effective educational, tactical, and operational plans by the regulatory authorities.
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“Do your internal branding efforts measure up?”: consumers’ response to brand supporting behaviors of hospitality employees
(Emerald Group Publishing, 2015) Erkmen, Ezgi; Hancer, M.; Gastronomy and Culinary Arts; ERKMEN, Ezgi
Purpose – This study aims to understand the effect of brand citizenship behaviors of hospitality employees on customers’ relation with the brand. A model, which links employee behaviors to customers’ evaluation of brand performance, brand trust and brand commitment, is proposed to provide further insight into how customers form their relation with a brand. Design/methodology/approach – Data were collected from both customer-contact employees and passengers of a corporate airline company. Structural equation modeling was used to test the proposed model by using both employee and customer data in the same research model. Findings – The results showed that even brand citizenship behaviors of employees did not affect brand commitment of customers directly; these behaviors explain customers’ commitment to a brand through influencing perceived brand performance of customers and their trust toward a brand. Overall, this study provided support for the impact of employees’ brand-related behaviors on consumers’ relation with the brand. Research limitations/implications – The results suggest that hospitality employees contribute to the brand success through their behaviors. This helps organizations to enhance brand-related behaviors of their employees to ensure long-term relationships not only with customers but also with their employees in a labor-intensive and high customer contact industry. Originality/value – This research was one of the first to analyze the effects of employees’ brand supporting behaviors on consumers by using both employee and consumer data in the same research model within the hospitality context.
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Does financial crisis impact earnings management? Evidence from Turkey
(Wiley, 2020-01) Türegün, Nida; Hotel Management; TÜREGÜN, Nida
This study attempts to display the impact of global financial crisis of 2008 on earnings management (EM) compare with the period before and after with the case of listed manufacturing firms in Borsa Istanbul for the period of 2007–2012. Furthermore, it deepens the EM literature by concentrating on an emerging economy. Discretionary accruals (DA) were computed using the modified Jones model as a measure of EM. Moreover, this study examines EM behavior by separating firms into firms with positive and negative DA. The results of this study registered a high level of EM in firms throughout the postcrisis period.
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Does franchising matter on IPO performance?: An examination of underpricing and post-IPO performance
(Emerald Publishing Limited, 2017) Özdemir, Özgür; Kizildag, M.; Hotel Management; ÖZDEMİR, Özgür
Purpose - This paper has two main purposes. First, this paper aims to examine whether pre-initial public offering (IPO) franchising activity of issuing firms is priced in the financial markets and results in pricing differential between franchising and non-franchising firms at the time of IPO. Second, the paper aims to find out whether firms with pre-IPO franchising achieve better post-IPO stock performance compared to non-franchising firms. Design/methodology/approach - To test research hypotheses, empirical models were developed and tested through ordinary least square regression analysis. Several data sources were used including Thomson One Banker's SDC database, Compustat/CRSP and IPO prospectuses. Findings - The paper provides further insights to the underpricing phenomenon surrounding IPOs and long-run performance of IPO shares subsequent to listing. Particularly, the study reveals that franchising firms underprice their issues to a higher degree compared to non-franchising firms, and franchising positively affects the post-IPO benchmark adjusted cumulative abnormal returns (CARs) over a three-year observation period. Research limitations/implications - Because the study tests the proposed hypotheses using data only from the restaurant industry, the research results may lack generalizability. Therefore, researchers are encouraged to test similar hypotheses using larger sample sizes from other industries. Practical implications - The study's findings have important implications both for IPO issuers in positioning their offering and for IPO investors in comparing IPO stocks and forming long-run portfolios. Originality/value - This paper contributes both to the IPO and franchising literatures by providing primary insights about how investors perceive pre-IPO franchising and incorporate their perception into their pricing at an IPO.
Open Access
Does risk matter in CEO compensation contracting? Evidence from US restaurant industry
(Elsevier, 2013-09) Özdemir, Özgür; Kizildag, M.; Upneja, A.; Hotel Management; ÖZDEMİR, Özgür
The structure of compensation packages of Chief Executive Officers (CEOs) has been a significant research interest for researchers across various disciplines. In this paper, we examine a unique relationship between CEO compensation and risk (systematic risk) in the US restaurant industry. Our research question stems from the assumption that CEOs must be rewarded with a higher incentive-based compensation in high-risk profile restaurant companies in order to motivate them to perform in their full potential for mutual benefits of the CEO and shareowners. Furthermore, we investigate whether firm risk moderates the relationship between firm performance and CEO total compensation controlling for the firm size and CEO ownership. We draw our sample firms from the US restaurant industry. Findings of our study suggest that firm risk induces a higher proportion of incentive-based compensation for restaurant companies’ CEOs, and firm risk does not seem to moderate the relationship between pay and performance in the restaurant industry.
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Dynamics of global stock market correlations: the VIX and attention allocation
(Taylor & Francis, 2021-01-01) Ceylan, Özcan; Hotel Management; CEYLAN, Özcan
This paper investigates the dynamics of international stock return correlations between the U.S., the U.K., Germany and France. Estimated correlations are modeled in an ARDL framework to evaluate how the market-wide uncertainty in the U.S. affects international stock market comovements. Results show that a shock to the VIX leads to increases in cross-county correlations in the following week and that the correlations tend to decline in the second week that follows the shock. The revealed time pattern of the effect of the VIX may be explained in a behavioral framework through investors’ attention reallocation mechanism.
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Dynamics of the relation between producer and consumer price indices: A comparative analysis in the U.S. market
(IGI Global, 2020-06-01) Ceylan, Özcan; Hotel Management; CEYLAN, Özcan
The relation between the Producer Prices Index (PPI) and the Consumer Price Index (CPI) in the U.S. is analyzed for two sub-periods: one spanning from 1947 to 1982, the post-war period marked by demand-side economic policies, and the other one starting by 1983 when supply-side policies pioneered by the Reagan government came into effect. As the series in question are found to be cointegrated, a Vector Error Correction Model is employed for the analysis. Regarding the longrun equilibrium relationships, it is found that the loading for the PPI series are statistically significant for both periods, while the loading for the CPI is barely significant for the first period, and it is insignificant at any acceptable level for the second. Thus, the CPI represents the common trend in the system in both periods, but it does more clearly so in the second period.
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The effect of geographic dispersion on the initial and long-run ipo performance
(Sage, 2017-09) Özdemir, Özgür; Hotel Management; ÖZDEMİR, Özgür
This study examines the effect of geographic dispersion on the short-run and long-run initial public offering (IPO) performance of restaurant firms. Sample of the study consists of 103 restaurant IPOs conducted between 1981 and 2011. The study finds that being geographically dispersed or concentrated in a small area does not lead to a significant difference in the initial returns of restaurant IPOs. Yet the analysis shows that restaurant firms with geographically dispersed operations have significantly higher long-run returns in the post-IPO period compared with their local counterparts. This is evidenced by the significantly larger cumulative abnormal returns for geographically dispersed restaurant firms in the post-IPO period.
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Effects of borrowing costs, firm size, and characteristics of board of directors on earnings management types: a study at Borsa Istanbul
(Taylor & Francis, 2018) Türegün, Nida; Hotel Management; TÜREGÜN, Nida
Using data for firms at Borsa Istanbul in Turkey, this study determines how borrowing costs, firm size, and board size and independency affect choice of earnings management (EM) type (efficient or opportunistic), in an attempt to expand the somewhat limited EM literature. The results of the ordinary least squares hypothesis testing show that the firms practice efficient EM, and that highly leveraged firms and those with a high proportion of independent non-executive board members use EM less than those with a low proportion, while large firms and those with large boards use EM more than those with small boards do.
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Employee mindfulness and creativity: when emotions and national culture matter
(Taylor & Francis, 2022) Gip, H.; The Khoa, D.; Fernando, R. L. F.; Paşamehmetoğlu, Ayşın; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
Mindfulness has recently attracted more attention from service scholars due to its positive effect on various job outcomes. Yet, the linkage between mindfulness and service employees’ creativity is still not well understood. This study aims to bridge this gap by examining how emotions might influence the mindfulness and creativity relationship from different cultural perspectives. Frontline service employees from three countries, the Philippines, Turkey, and the United States, were sampled to form a cross-border dataset. PLS multigroup results show that creativity positively influences service recovery performance and error reporting across the three nations. Furthermore, the mindfulness-creativity link is mediated by gratitude as a positive emotion in the United States, but by envy as a negative emotion in the Philippines and Turkey. This suggests that the link between mindfulness and creativity may be culturally contextual. These results might provide insights for mindfulness practices within the service work environment.
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Error management culture: impact on cohesion, stress, and turnover intentions
(2016) Guchait, P.; Paşamehmetoğlu, Ayşın; Madera, J.; Hotel Management; PAŞAMEHMETOĞLU, Ayşın
An error management culture involves organizational practices related to communicating about errors, sharing error knowledge, quickly detecting and handling errors, and helping in error situations. Building on error management research, this study examined the influence of organizational error management culture on the turnover intentions of frontline service employees. The study also investigated the underlying mechanism that links this culture with turnover intentions. Data were collected from 345 frontline employees of hotels in Turkey. Structural Equation Modeling results revealed that employee perceptions of organizational error management culture have a direct and significantly negative impact on their turnover intentions. Furthermore, results showed that this relationship is mediated through perceived group cohesion and work stress. Using the job demands-resources model as a theoretical framework, this study revealed that organizational error management culture leads to increased group cohesion; increased group cohesion lowers work stress; and lower work stress lowers turnover intentions. This study contributes to the services management literature by demonstrating how organizational error management culture impacts employee turnover intentions.

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