The importance of cultural training in the hospitality sector

Roque, Helena Cristina; Ramos, Madalena

doi:10.2478/ejthr-2019-0007

Cited by 4 publications

(3 citation statements)

References 49 publications

(33 reference statements)

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“…The hospitality sector in any country is considered as a beacon of economic stimulus. This sector is interconnected with many other spheres of society such as "political, social, and environmental" (Roque and Ramos, 2019), and hence have the potential to influence its development and recession. That is why countries around the world are striving for reviving their hospitality sectors.…”

Section: Study Contextmentioning

confidence: 99%

Interplay between servant leadership, leader-member-exchange and perceived organizational support: a moderated mediation model

Nisar Khattak,

Al-Taie,

Ahmed

et al. 2023

JOEPP

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PurposeThis study aims to investigate the effect of servant leadership on employee organizational identification and career satisfaction through the mediating lens of leader-member-exchange (LMX). Furthermore, this study also examines whether perceived organizational support (POS) strengthens the positive effect of servant leadership on LMX and subsequently, on employee organizational identification and career satisfaction.Design/methodology/approachSurvey data were collected from 314 respondents working in hotels in United States of America (USA). Structural equation modeling (SEM), hierarchical moderation analysis and bootstrapping were used to test the study hypotheses.FindingsServant leadership was found to positively influence employee organizational identification and career satisfaction. Further, analysis revealed that LMX partially mediated the positive relationship between servant leadership and employee career satisfaction and fully mediated the positive relationship between servant leadership and organizational identification. However, although POS moderated the indirect relationship between servant leadership and employee’ career satisfaction, it did not moderate the indirect relationships between servant leadership and organizational identification.Practical implicationsThis study provides insight into the nexus of servant leadership and organizational support in hospitality industry to foster the employee organizational identification and career satisfaction which are extremely needed for competitive advantage in hotel industry.Originality/valueThis study addresses recent calls for future researchers to investigate the important of servant leadership in the hospitality industry.

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Section: Study Contextmentioning

confidence: 99%

Interplay between servant leadership, leader-member-exchange and perceived organizational support: a moderated mediation model

Nisar Khattak,

Al-Taie,

Ahmed

et al. 2023

JOEPP

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“…The literature on the subject presents a diverse range of methods employed to identify the characteristics of consumers who use food services, assign them to groups and analyse their behaviour in relation to a specific service (Prokeinov a and Paluchov a, 2014; Gazdecki et al, 2021). Demographic characteristics such as sex, age, marital status, family model, place of residence and social and professional features (educational background, professional status) are widely used to segment food service markets (Kavak and Gumusluoglu, 2006;Rood and Dziadkowiec, 2014). However, noticeable changes occurring at a relatively fast pace and affecting, for instance, contemporary economies (Lee and Ha, 2012;Koh et al, 2013;Reynolds et al, 2013;Lee and Ha, 2014;Statistics Poland, 2021b;Statistics Poland.…”

Section: Contemporary Consumers' Behavioursmentioning

confidence: 99%

Determinants for food service market segmentation and contemporary consumers’ behaviours amid the Covid-19 pandemic

Chowaniec

Sikora²

2022

BFJ

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PurposeThis study aims to draw attention to consumers' behaviours which are changing on account of the COVID-19 pandemic, provide an understanding of the factors influencing these behaviours and emphasise their importance in building contemporary business models for the restaurant industry. The article is a case study of the Polish restaurant sector based on a comparison with the worldwide literature.Design/methodology/approachA study of the current literature on the subject pertaining to the issues discussed, an analysis of them, mainly by examining trade reports, with a special focus on the following databases (BDL GUS, CBOS, IGGP PKD) and foreign references, as well as Internet sources, using the systematic (structured) literature review (SLR) method. The authors searched the databases between May 2020 and May 2022, paying attention to the following keywords: COVID-19, consumer behaviours, food services, market segmentation, Poland.FindingsThe analysis allowed the authors to identify the most important factors influencing consumer behaviour under the influence of the COVID-19 pandemic. This in turn enabled them to verify a hypothesis concerning the significant impact of the COVID-19 pandemic on consumers’ behaviours on the food service market. Results from an analysis of trade reports and from a literature review confirm the hypothesis proposed, leading to the conclusion that the contemporary reality in Poland currently requires businesses to continuously monitor consumers’ behaviours in a turbulent and uncertain environment.Research limitations/implicationsThe systematic identification of changes taking place in consumers’ behaviours will make it possible to adapt a portfolio of services to changes observed in this regard.Practical implicationsThe analysis conducted by the authors in 2021 to examine trends in consumer behaviours proved that changes affecting their thinking were undoubtedly accelerated by the pandemic of a contagious disease – COVID-19.Originality/valueSome consumer trends that appear to be a response to limits and restrictions may be observed for a longer period of time. Therefore, those restaurant owners who want to successfully go through the stage of adaptation to the new reality will have to focus, in the short term, on actions designed to identify their customers’ needs and expectations anew and tailor their business models and offer accordingly.

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“…Recent studies have shown the significance of the employees' participation in cultural training conducted by the hospitality sector that showcases its impact and usage in interacting with guests and improving workers' skills and performance. [5] Communication also plays an essential role in providing good services to the customers. Employees must be knowledgeable and prepared of the distinct differences among their potential customers and handle them accordingly.…”

Section: Introductionmentioning

confidence: 99%

Cultural sensitivity of food establishments as predictor of company reputation and quality service

Maraňa¹,

Mena²,

Niegas³

2023

Int. J. Sci. Res. Arch.

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This study aimed to examine the relationship between cultural sensitivity, company reputation, and quality service in food establishments in the 4th district of Laguna, Philippines. The research focused on the demographic profiles of the respondents and their perceptions of cultural sensitivity, company reputation, and quality service. Descriptive-correlation research design and convenience sampling were used to gather data from restaurant customers. The findings revealed moderate levels of cultural sensitivity and quality service in the food establishments. The study also demonstrated no significant relationship between the demographic profile of the respondents and their perception of cultural sensitivity, except for educational attainment, which showed a highly significant relationship with company reputation and quality service. The researcher recommends food establishments to enhance employees' cultural sensitivity through trainings, create unique strategies, and conduct regular evaluations to improve company reputation and quality service. Engaging with customers through social media and diversifying the workforce can also improve the establishments' image and service quality. Effective communication and the utilization of various statistical methods for future research are also suggested.

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The importance of cultural training in the hospitality sector

Cited by 4 publications

References 49 publications

Interplay between servant leadership, leader-member-exchange and perceived organizational support: a moderated mediation model

Interplay between servant leadership, leader-member-exchange and perceived organizational support: a moderated mediation model

Determinants for food service market segmentation and contemporary consumers’ behaviours amid the Covid-19 pandemic

Cultural sensitivity of food establishments as predictor of company reputation and quality service

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