Realizing dignity in housekeeping work: Evidence of five star hotels

Nimri, Rawan; Kensbock, Sandra; Bailey, Janis; Jennings, Gayle Ruth; Patiar, Anoop

doi:10.1080/15332845.2020.1737770

Cited by 18 publications

(15 citation statements)

References 45 publications

(92 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Existing studies related to occupational stigma have focused on “dirty” jobs from the research subject’s perspective, such as retail stores (Baldissarri et al , 2014), food services (Shigihara, 2018; Wildes, 2005) and hotel cleaners (Nimri et al , 2020). Research perspectives have included social identity (Link and Phelan, 2001), self-validation (Shantz and Booth, 2014) and resource conservation (Hobfoll, 2001a).…”

Section: Introductionmentioning

confidence: 99%

“…Therefore, exploration of hotel employees' occupational stigma as potentially rooted in human resource practices as well as the investigation of outcomes, coping strategies, methods for improving personnel effectiveness and risk prevention will enhance theoretical intersectional research on human resource management, micro psychology and behavior of hotel employees. IJCHM 34,12 Existing studies related to occupational stigma have focused on "dirty" jobs from the research subject's perspective, such as retail stores (Baldissarri et al, 2014), food services (Shigihara, 2018;Wildes, 2005) and hotel cleaners (Nimri et al, 2020). Research perspectives have included social identity (Link and Phelan, 2001), self-validation (Shantz and Booth, 2014) and resource conservation (Hobfoll, 2001a).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Hotel employees’ occupational stigma narratives: perceived attributes, formation paths and destigmatization mechanisms

Xiang

Gao

Qiao

et al. 2022

IJCHM

View full text Add to dashboard Cite

Purpose Hotel employees’ occupational stigma is often overlooked. Exploration of hotel employees’ occupational stigma representations, perception pathways and destigmatization provides an empirical basis for positive organizational behavior and psychology in the hotel industry. Therefore, this study aims to better understand the mechanism underlying inherent of occupational stigma. Design/methodology/approach This study adopts a five-factor narrative analysis involving stigma narrative interviews with a purposed sampling of hotel employees (n = 18). Based on occupational stigma and resource conservation theories, this study designed a five-factor narrative analysis structure chart as the basis for data analysis. Findings Findings indicate the existence of four quadrants of perceived occupational stigma attribute distribution, two paths of perceived occupational stigma formation and a more systematic occupational destigmatization mechanism path. Research limitations/implications The occupational destigmatization path and countermeasures proposed in this study can resolve talent drain and eliminate stereotyping in the hotel industry, which promote the industry’s rapid recovery and sustainable healthy development, providing the practical management guidelines for public communication via social media, and offer practical significance for existing hotel human resource management in modules such as organizational culture and training. Originality/value This study broadens investigations of occupational stigma in a single, static context and explains the relationship between hotel employees’ stigma perceptions and destigmatization paths. Further, the mechanism of emotional energy distribution on spatial stigma was identified. These results have practical implications for organizational culture, training and employee care in hotel human resource management.

show abstract

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Hotel employees’ occupational stigma narratives: perceived attributes, formation paths and destigmatization mechanisms

Xiang

Gao

Qiao

et al. 2022

IJCHM

View full text Add to dashboard Cite

show abstract

“…However, according to the website of the Hotel, it stated that gender is not a point of consideration in recruitment and the Hotel will only consider employees' work ability when considering their promotion. We did not specifically ask questions about gender difference in the interviews, but believed the imbalance of female to male ratio in the housekeeping department may be because of various social factors (Segovia-Perez et al, 2019;Nimri, et al, 2020). With the implementation of SDGs strategies in hotels, it is believed that a more decent environment can be created for women to work.…”

Section: Findings and Discussionmentioning

confidence: 99%

Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China

Choy

Cheng²,

Yu³

2021

TRC

View full text Add to dashboard Cite

Purpose The purpose of this paper is to use the case of an international luxury hotel chain in Hong Kong to present the general environmentally-friendly practices in housekeeping. Six in-depth interviews were conducted with the housekeeping department staff to evaluate the effectiveness of the Hotel’s environmental sustainability practices by analysing their benefits and limitations. Results reveal that all informants acknowledged the environmental sustainability strategies adopted by the Hotel, which can benefit stakeholders. Despite multiple green practices in hotel housekeeping, several strategies may not be as significant as expected with misaligned expectations from the management and the actual practices may create excessive workload for frontline room attendants with a lack of policy enforcement and supportive policies. Therefore, hotels should keep a mutual communication between the management and frontline employees prior to conducting environmentally- and employee-friendly practices. Given the labour-intensive nature of the hotel industry, the housekeeping department should ensure employment equality policy is in place with adequate environmentally friendly support for employees.

show abstract

“…The service-profit chain and internal marketing literature has recognized the importance of service employees in the delivery of high-quality service and the creation of customers’ satisfaction (Heskett et al , 1997). Excellent service to external customers’ needs starts with caring for internal customers (employees), treating them with respect and dignity (Nimri et al , 2020). Yet, limited research has examined how such treatment would transfer to employees’ service performance to customers (e.g.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

A workplace-driven model on the formation of OCB-C: perspectives of social exchange theory and agency theory

Wang

2022

IJCHM

View full text Add to dashboard Cite

Purpose Different from the previous organizational citizenship behavior (OCB) literature, this study aims to propose an OCB-O (organizational citizenship behavior toward organizations) and OCB-I (organizational citizenship behavior toward individual coworkers) driven mechanism for the formation of OCB-C (organizational citizenship behavior toward customers). Based on the social exchange and agency theories, the authors propose that perceived leadership support and work autonomy contribute to both OCB-I and OCB-O, which contributes to proactive and reactive customer service attitude as well as OCB-C. Design/methodology/approach A three-wave survey was conducted in five-star hotels in Mainland China, and a sample of 410 hotel frontline employees was used to test the model. Findings Findings of the study suggested that perceived leadership support positively led to OCB-O and OCB-I while work autonomy led to OCB-I, demonstrating the importance of employees’ perceived leadership support on motivating employees to perform OCB-I and OCB-O. OCB-I and OCB-O directly improved OCB-C, confirming the proposed spillover effect from OCB-I and OCB-O to OCB-C. OCB-I supported both proactive and reactive customer service attitudes, revealing OCB-I as more effective than OCB-O on influencing employees’ service attitudes. Furthermore, OCB-I, OCB-O and proactive customer service attitude lead to OCB-C. Practical implications This study suggests that it is important for leaders to show care and support to employees and design jobs with a certain level of flexibility, so that employees are motivated to go the extra mile to do a good job. When employees make helping others a habit, they will provide more genuine care to customers and do a better job in serving customers. Originality/value This study supports the spillover mechanism of OCB-I and OCB-O on OCB-C. Specifically, the spillover mechanism starts from a workplace-driven model with employees’ perceived leadership support and work autonomy to enhance OCB-O as well as OCB-I. Then, spillover effects stem directly from OCB-I and OCB-O to OCB-C and indirectly to proactive customer service attitude.

show abstract

Realizing dignity in housekeeping work: Evidence of five star hotels

Cited by 18 publications

References 45 publications

Hotel employees’ occupational stigma narratives: perceived attributes, formation paths and destigmatization mechanisms

Hotel employees’ occupational stigma narratives: perceived attributes, formation paths and destigmatization mechanisms

Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China

A workplace-driven model on the formation of OCB-C: perspectives of social exchange theory and agency theory

Contact Info

Product

Resources

About