This study was conducted to analyze the relationship between followership, occupational burnout, job stress, and customer orientation of the employees at service encounters at luxury hotels (544 people) with the structural equation analysis by using AMOS statistical program. The results are as follows. Overall detailed factors of followership were shown to lower occupational burnout and job stress. Also, when occupational burnout is high, it was shown to increase job stress. When job stress is high, it appeared to decrease customer orientation. Therefore, the predictive factors for enhancing followership is important, and the followership among organization members should be increased through organizational support and superior's leadership toward subordinate by holding meetings or mentoring among members, or by promoting internal marketing such as having internal communication, providing education and training, and utilizing reward system.
This case study analyzed mobile augmented reality technology at a tourist spot and the subsequent positive recall of historical culture sites. It particularly tested the mediating effects of experiential value on the relationships between mobile augmented reality technology at a tourist spot and subsequent positive recall. By doing so, this study provides implications that suggest the need to examine the mobile augmented reality technology’ presence and to find out its effects on tourism experience throughout the tourism industry. The results can be summarized as follows: First of all, mobile augmented reality technology in a tourist spot caused a positive influence on the experiential value. Second, mobile augmented reality technology in a tourist spot led to a positive influence on positive recall. Third, experiential value had a positive influence on positive recall. Furthermore, experiential value played a mediating role in the relationship between mobile augmented reality technology and positive recall. This study presents theoretical and practical implications to facilitate the development of the tourism industry.
This case study analyzed hotel frontline employees’ job crafting and job engagement. It particularly tested the mediating effects of job burnout on the relationships between job crafting and job engagement. By doing so, this study provides implications for more effective business performance and human resource management in the hotel business. The results can be summarized as follows: There were three effects resulting from a hotel frontline employees’ job crafting which are: negative effects on job burnout, positive effects on job engagement and negative effects on job engagement. Furthermore, hotel frontline employees’ job burnout played a mediating role in the relationship between job crafting and job engagement. This study presents theoretical and practical implications to improve organizational effectiveness and enhance management performance in a hotel environment where human resource management is important.
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