h i g h l i g h t sWe investigate job satisfaction, involvement, organizational commitment and turnover intentions. Affective and normative organizational commitment, have positive associations with job satisfaction. Affective organizational commitment and satisfaction have negative associations with turnover. A negative association between intrinsic job satisfaction and turnover intention cannot be supported. a r t i c l e i n f o t r a c tThe study of attitudes at work seeks to enhance organizational knowledge and capabilities in developing an 'ideal' working environment that delivers exceptional customer service. The current study investigates the causal relationships of job involvement, organizational commitment (normative and affective), and job satisfaction (intrinsic and extrinsic), with the intention of hospitality employees in Cyprus to either remain at or leave their job. Utilizing structural equation modeling, positive associations were found between job involvement, affective and normative commitment, and intrinsic job satisfaction. Positive associations between affective and normative organizational commitment, and intrinsic and extrinsic job satisfaction were also found. In addition, negative associations between affective organizational commitment, extrinsic job satisfaction and turnover intention were revealed. However, a negative association between intrinsic job satisfaction and turnover intention was not supported. The implications of these results for future research are also discussed.

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Purpose This study aims to explore the role General Managers (GMs) play in mitigating the effects of the unprecedented COVID-19 pandemic. Design/methodology/approach Qualitative structured interviews conducted online with 50 hospitality GMs from 45 countries are used to explore the impact of the pandemic on the industry’s operational norms and the role of managers in both managing the crisis and planning contingencies for recovery. Findings The findings enhance the conceptual capital in this emerging field and provide insights on how GMs behave during crises. Four related sub-themes emerged from the data analysis, namely, contingency planning and crisis management, resilience and impact on GM roles, the impact on hotels’ key functional areas and some GMs’ suggestions for the future of luxury hospitality. Research limitations/implications This study generates empirical data that inform contemporary debates about crisis management and resilience in hospitality organizations at a micro-level operational perspective. Practical implications Findings suggest that, in times of uncertainty and crisis, luxury hotel GMs are vital in coping with changes and leading their organizations to recovery. GMs’ resilience and renewed role and abilities enable them to adapt rapidly to external changes on their business environment. Originality/value This study is unique in terms of scale and depth, as it provides useful insights regarding the GM’s role during an unprecedented crisis such as COVID-19.

Purpose -The primary purpose of the research study conducted was to investigate hospitality internships and improve such practices within the distinct environment of the hospitality industry of Cyprus by acquiring new knowledge, related to and of value to its primary stakeholders. Design/methodology/approach -The unique characteristics of the three groups under investigation necessitated the utilization of different research methods and techniques -an approach known as methodological triangulation. Findings -While the findings reliably measure the Cyprus-specific environment, the author argues that the particular strategies produced can effectively be implemented in other countries. Practical implications -By comparing and contrasting the views and expectations of all stakeholders involved, the author recommends specific strategies for improving the quality and enhancing the value of internship practices for hospitality students. Originality/value -The paper is of value to all hospitality stakeholders, since it can serve as a guide for the provision of a pedagogically sound internship experience to students.

Purpose -The primary purpose of this paper is to investigate the association between leadership styles and burnout among hospitality managers currently working in the industry of Cyprus. Specifically, transformational, transactional and passive/avoidance are to be investigated in order to establish which leadership style is more prone to burnout effects. Design/methodology/approach -Adopting a quantitative approach, the multifactor leadership questionnaire (MLQ 5X-Short) was utilized to allow research participants to describe their leadership style as they perceive it. In addition, the most widely acknowledged tool for measuring burnout, the Maslach burnout inventory (MBI), was also incorporated in the questionnaire, which was then distributed to 500 hospitality managers in Cyprus. A number of hypotheses, reflecting the primary objective of the study, were postulated. Findings -The findings suggest that transformational leadership has a significant positive association with personal accomplishment and is negatively related to emotional exhaustion and depersonalization. In addition a positive relationship exists between passive avoidance leadership and emotional exhaustion and depersonalization. Finally, individuals with a passive avoidance leadership style exhibited higher levels of burnout. Research limitations/implications -It is well documented in the literature that surveys measuring sensitive issues, such as leadership styles and burnout levels, have inbuilt limitations. With regards to leadership, the authors acknowledge that they were not able to replicate the original nine-factor solution of the MLQ 5X, therefore, findings should be viewed with caution. The second limitation is the small sample size (n ¼ 131) and the homogeneity of the sample, which limit the generalizability of the findings. Practical implications -The findings have a practical relevance to both hospitality stakeholders and academic scholars who wish to further explore the leadership-burnout association. In addition, human resources practitioners could utilize the findings when developing strategies for recruiting and developing leaders. Originality/value -The paper adds to existing knowledge by investigating an issue presented in just a few hospitality-related studies. While burnout and leadership separately have captured the attention of hospitality researchers, studies investigating their association are ubiquitous by their absence. The insights derived from this paper are of value to academic scholars wishing to build on this exploratory investigation.