Attitudinal dimensions of professionalism and service quality efficacy of frontline employees in hotels

Lee, Kyoung-Joo

doi:10.1016/j.ijhm.2014.05.015

Cited by 41 publications

(56 citation statements)

References 38 publications

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“…Lastly, the informants' emphasis on customer orientation corresponds with proposals of professionalism in the hospitality sector in earlier research (Gustafsson & Jonsson, 2004;Hussey et al, 2011;Lee, 2014;Mack, 2012;Mulder, 2014;Roosipöld & Loogma, 2014). Contrary to those findings about what matters in restaurant professionalism, however, we did not detect among informants any reflective properties, such as a code of ethics and self-awareness or outwardly directed characteristics, such as an ability to communicate with the public as parts of how they conceived professionalism.…”

Section: Loyal Perseverancementioning

confidence: 67%

“…Brotherton (1999, p. 168) has defined commercial hospitality as "a contemporaneous human exchange … designated to enhance the mutual wellbeing of the parties concerned through the provision of accommodation and food or drink". In commercial hospitality, a customer orientation, according to both Lee (2014) and Hussey, Holden, and Lynch (2011), ranks among the central dimensions of hospitality professionalism along with occupational knowledge, a feel for quality service, a code of ethics, self-awareness based on reflective practice, and the ability for self-management. Likewise, in Mack's (2012) survey, chefs and culinary educators indicated that top areas for improvement for chefs and cooks were their interpersonal skills based on respect for others and their work ethic.…”

Section: Organisational Professionalismmentioning

confidence: 99%

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“We are service people, and we stay until the job is done”: enactments of professionalism in restaurants

Wellton

Jonsson

Svingstedt

2018

Journal of Teaching in Travel & Tourism

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In response to calls for increased professionalism in the restaurant industry, this paper aims to show how it is constituted in the daily practices in the industry, and to clarify ideas of professionalism held by the practitioners in the industry. Micro practices of daily activities performed by restaurant practitioners were identified in 13 small restaurants: 8 in a tourist destination and 5 in cities. The sayings and doings in kitchens and dining rooms noted in transcripts of interviews and observations were sorted with an insider's interpretation. The findings were then analysed by means of components of practice theory: knowledge and learning, communication, corporeality, and time use. Among the restaurant practitioners, professionalism is conceived to be a combination of craftsmanship, a customer orientation involving observant management, and loyal perseverance. This conceptualisation is important to understand in discussions about how hospitality and culinary arts education can develop.

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Section: Loyal Perseverancementioning

confidence: 67%

Section: Organisational Professionalismmentioning

confidence: 99%

“We are service people, and we stay until the job is done”: enactments of professionalism in restaurants

Wellton

Jonsson

Svingstedt

2018

Journal of Teaching in Travel & Tourism

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“…Initially, the data analysis confirmed the reliability and validity of the measurement model. Next, a path analysis was conducted to test the hypotheses proposed in (Lee, 2014;Lee, 2016;Yun & Lee, 2017). Regarding the reliability of the measurements, Cronbach's α was determined and results of the study were within the acceptable level, ranging from .60 to .87 (Table 2).…”

Section: A Measurement Testmentioning

confidence: 99%

Cultural Capital of Visitors, Classical Music Festival Satisfaction, and Quality of Life

Lee¹

2017

Glob Bus Financ Rev

Self Cite

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A B S T R A C TGiven the economic, social, and cultural benefits that successful festivals generate, researchers have made substantial academic effort to understand the predictors and consequences of festival satisfaction. Although existing literature has focused on festival context to understand them, this study proposes that the cultural capital of visitors predicts the music festival satisfaction and the satisfied festival experience results in higher quality of life (QoL). The integrative framework suggests that music festival satisfaction mediates the relationship between visitors' cultural capital and their QoL. Based on a survey at the Great Mountains Music Festival in Korea, this study confirmed data validity and tested hypotheses by adopting structural equation modeling. The research result shows that visitors' cultural capital has a positive effect on music program satisfaction and the satisfactory festival experiences significantly enhance their QoL. Focusing on the influence of personal values and preferences on festival experiences and consequences, this study highlights the significance of cultural capital of visitors and presents implications for festival organizers.

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“…In the same vain, self-efficacy is also related to peoples attitude which predict how they behave as individuals (Kamali et al;Lee, 2014). Evaluating the ability of practitioners can tell the extent to which they can perform as employees.…”

Section: Literature Reviewmentioning

confidence: 99%

“…These can be seen in the works of Guo, Piasta, Justice, and Kaderavek (2010) on teachers, Lee (2014) on hotel employees, (Kamali, Vaezi, Shafiee, & Mollavali;Lee, 2014) on High school heads, Burch (2008) on health, (Chun-Mei, Chien-Hua, & HSIAO, 2011) on entrepreneurship etc. But as earlier observed, studies on PR practitioners' self-efficacy cannot be easily traced in the body of related literature.…”

Section: Introductionmentioning

confidence: 99%

Developing & Validating a Measure for PR Professionals’ Self-efficacy

Gusau¹,

Abdullah²,

Tamam³

et al. 2017

ASS

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For the past three decades self-efficacy studies have been conducted in social science and other fields of academic endeavor. However, sufficient evidence has clearly shown that this research interest seems to neglect Public Relations (i.e. PR) discipline as there are hardly traceable works connected to this important field of study. This work therefore, represents an attempt to develop PR professionals' self-efficacy scale to measure the ability of PR professionals in carrying out their duties. Exploratory factor analysis was conducted with PR experts and the result has shown a required factor loading for 23 out of total 24 items. Equally, the six operationalized dimensions were all consistent when confirmatory factor analysis was conducted. Similarly, discriminant and convergent validity tests which guarantees the instrument as valid for measuring Public Relations practitioners' self-efficacy were also found to be fit.

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Attitudinal dimensions of professionalism and service quality efficacy of frontline employees in hotels

Cited by 41 publications

References 38 publications

“We are service people, and we stay until the job is done”: enactments of professionalism in restaurants

“We are service people, and we stay until the job is done”: enactments of professionalism in restaurants

Cultural Capital of Visitors, Classical Music Festival Satisfaction, and Quality of Life

Developing & Validating a Measure for PR Professionals’ Self-efficacy

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