Managing with Style: An Analysis of Work Styles of Hotel Managers

Malan, Gunce “Georgia”; Çobanoğlu, Cihan; Waldo, Robert D.; Yang, Wan

doi:10.1080/15332845.2014.847305

Journal of Human Resources in Hospitality & Tourism

2014

DOI: 10.1080/15332845.2014.847305

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Managing with Style: An Analysis of Work Styles of Hotel Managers

Gunce “Georgia” Malan

Cihan Çobanoğlu

Robert D. Waldo

et al.

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Cited by 2 publications

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“…Both TQM and employees are critical management approaches in the hotel industry because the customers expect high standards of hotel service delivery and facilities. This significantly affects customer's expectation and performance (Chi and Gursoy, 2009;Brown and Lam, 2008;Malan et al, 2014) and determines the success of the business (Choi and Dickson, 2009). This is in line with the TQM philosophy, which involves matching customer expectations and performance (Oakland, 2011;Baldacchino, 1995).…”

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The structural relationship between TQM, employee satisfaction and hotel performance

Amin

Aldakhil

et al. 2017

IJCHM

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109

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Purpose The purpose of this paper is to investigate the structural relationships between total quality management (TQM) and employee satisfaction and hotel performance. Design/methodology/approach A judgmental sampling technique was employed in this study. A total of 25 (four- and five-star) hotels were selected in four cities in Malaysia. A total of 625 questionnaires were distributed randomly to both employees and managers. Findings The results of this study showed that seven TQM constructs have significant relationships with employee satisfaction and hotel performance. Leadership and customer focus play significant roles in enhancing employee satisfaction and hotel performance. Practical implications Employees who are highly satisfied with their jobs will be willing to support their coworkers. They will be loyal to their jobs and enhance hotel performance. Hoteliers must provide a friendly working atmosphere, as well as a blueprint and strategic map, to increase employee satisfaction and improve hotel performance. Originality/value This research study provides a substantial contribution to the hospitality management literature by explaining how TQM practices can be used as a predictor of employee satisfaction and consequently improve hotel performance. A better understanding of these relationships will help hoteliers in developing their marketing strategies to maintain the relationship with hotel customers.

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confidence: 75%

The structural relationship between TQM, employee satisfaction and hotel performance

Amin

Aldakhil

et al. 2017

IJCHM

Self Cite

109

View full text Add to dashboard Cite

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Hotel organizational culture and employee personality type: Relationship with person-organization fit

Giffen

Brown

Jaurequi

2023

Journal of Human Resources in Hospitality & Tourism

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Managing with Style: An Analysis of Work Styles of Hotel Managers

Cited by 2 publications

References 21 publications

The structural relationship between TQM, employee satisfaction and hotel performance

The structural relationship between TQM, employee satisfaction and hotel performance

Hotel organizational culture and employee personality type: Relationship with person-organization fit

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