The followership of hotel employees and the relationship between occupational burnout, job stress, and customer orientation: Targeting the hotel service providers at luxury hotels

Abstract

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.

Employee Training in International Luxury Hotel Chains: Evidence From Serbia

“…The results are in line with the evidence from other studies (e.g. [4], [9], [53], [54]) which emphasized the importance of effective training of employees in luxury hotel chains. Unfortunately, luxury hotel management is usually not willing to invest in proper training programs for their employees as well as in training for trainers [38].…”

“…One manager stated that their hotel strongly believes that the head of each department should play the biggest role in motivating the employees within his/her department, which is in line with the findings of [4]. Another manager added that employees have to be well informed about the purpose of the training and that it is the trainer's responsibility to explain it to the employ-ees.…”

“…The aim of this research was to find out how employees are trained in international luxury hotel chains in Serbia in order to provide quality service. The research which was conducted in six hotels in Belgrade has shown that these hotels tend to implement various internal training for employees with an aim to achieve commitment and loyalty towards the organization, as expected by [4] and [67]. The hotels examined are committed to train employees to behave in the way which will impact customers' perceptions of the hotel brand, as claimed by [68], thus considering training of employees as integral to a hotel's success.…”

“…The crucial importance of human resources in the labour-intensive hospitality industry has been highlighted for a long time [4]. Being a labour-intensive industry means that the quality of service depends on people, while labor expenses usually represent more than 50 percent of operating expenses [1].…”

What does it mean to follow? An exploration of a followership profile in hospitality and tourism

“…Leadership has been studied by many scholars throughout the last few decades; however, not nearly as much attention has been given to research that focuses on those who follow leaders, or on what has come to be known as followership (Bjugstad, Thach, Thompson, & Morris, 2006;Brum & Drury, 2013;Kang, Heo, & Kim, 2015;Uhl-Bien, Riggio, Lowe, & Carstend, 2014).…”