Carl P. Borchgrevink

Customer service employees’ behavioral intentions and attitudes: an examination of construct validity and a path model

Abstract Customer service employees ( N =386) from a variety of service-based organizations (e.g., hotels, restaurants, and retail stores) were sampled in a cross-sectional design to assess the construct validity and predictive utility of measures of: (a) perceptions of organizational support, (b) organizational commitment, (c) job satisfaction, (d) intent to quit, and (e) life satisfaction and to assess the appropriateness of use and the impact of these scales within a service-based context. The construct validity of the measures was assessed through the application of confirmatory factor analysis, while the predictive character of the proposed path models was assessed using path analysis. Results indicated that the measures of job satisfaction, intent to quit, and life satisfaction demonstrated acceptable construct validity within the service context sampled, while the measures of organizational support and commitment received mixed support due to problems with measurement error and item specification. The analyses of the path models revealed that: (a) perceived organizational support strongly and significantly influenced job satisfaction and organizational commitment, (b) job satisfaction had a unidirectional impact upon life satisfaction, (c) despite a strong correlation, job satisfaction displayed a limited predictive impact on organizational commitment, and (d) intent to quit was influenced by both job satisfaction and organizational commitment.

Operations budgeting practices of lodging firms in the United states and Scandinavia

Abstract Operations budgeting practices of lodging firms in the United States are compared with those of lodging firms in Scandinavia. Practices compared include approaches to preparing the budgets at both the corporate and hotel levels. A majority of hotel chains in both the U. S. and Scandinavia use a bottom-up approach to budgeting. Reasons are reported for varying preparation approaches. Budget revision approaches are reported, the point at which the revision starts, and what management level is responsible. Finally, budgetary control is studied including the different levels of variance toleration for various expenses. Lodging firms in the United States have lower tolerance levels over food and beverage costs than their Scandinavian counterparts while the reverse appears to be the case for other costs.

Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes

A model of customer service behavior and outcomes was proposed and tested among managerial-supervisory personnel (N = 250) from 11 hotel properties within six large national and international hotel companies. Confirmatory factor analyses yielded a reliable approach to examine elements of customer service and outcomes in a service-based setting. Specifically, organizational support was represented by two independent dimensions of coworker support and supervisory support. A dimension of standards for service was presented and validated as a central mediating factor in the perception of service processes, along with customer (guest) orientation, job satisfaction, organizational commitment, and turnover intentions as outcome measures in a path model of customer service behavior.

Leader-Member Exchange: Testing the Measurement Model and Testing a Structural Equation Model in the Context of Internal Marketing

Abstract Retaining employees is a major goal of internal marketing. Internal marketing is often performed through direct interpersonal communication. Leader-Member Exchange (LMX) theory informs how such communication and retention may take place. The Leader-Member Exchange measurement model and a proposed structural equation model are tested. The test produced two factors, consistent with extant LMX-7 and LMX-6 measure, that combined into a second order factor. The model suggests that employees that communicate frequently with their immediate supervisor develop high quality LMX and will successfully negotiate different, and better, role and employment parameters, than those who do not engage in such communication, thus having less of an intent to turn. Findings regarding member pay appear counterintuitive. Multiple tests of the structural equation model using both ordinary least squares and maximum likelihood approaches were successful.

Leader-member exchange development: a hospitality antecedent investigation

Abstract This study reviews the literature surrounding leader-member exchange (LMX), proposes and tests antecedents of LMX. The intent is to clarify antecedents of LMX. The study uses a hospitality sample, as LMX is related to a wide range of constructs highly relevant for hospitality management. Following confirmatory factor analysis, the antecedents are tested using regression analysis, followed by path analysis. LMX is posited to develop through interaction between leader and member. Power is shown to be reflected in the LMX, and social power is tested as antecedent to LMX. The results are consistent with a causal model that has superior-subordinate intradyadic communication, the superiors coercive power and the superiors reward power as antecedents to LMX, which then has referent power as consequent. Expert power is found to be an additional antacedent to referent power, not LMX.

Consumer preferred hot beverage temperatures

Abstract The hospitality and food science literatures specify brewing and holding temperatures for hot beverages such as coffee, while the medical literature states that those very beverage temperatures will cause scalds and harm. These two specifications are at odds with one another, and recommend different approaches to serving and handling hot beverages. Considering the disparate standards it is interesting to note that no one has reported asking consumers of hot beverages at which temperature they prefer to consume their hot beverages. This pilot study is a first step in determining the consumer preferred hot beverage temperature. The research intent is to see if a temperature, or temperature range, can be established at which consumers drink a hot beverage, in this case coffee. The research is particularly relevant given recent litigation relative to spills and burns at foodservice operations, and subsequent changes in holding temperatures at some quick service restaurant chains. The findings suggest that the standard brewing and holding temperatures are too high for consumption, while the temperature identified as the medical literature threshold for burns is too low for consumption. ©

Leader-member exchange: a test of the measurement model.

Most organizational systems today are hierarchically arranged, and our under standing of formal leadership holds great significance in both theory and application. One of the crucial elements that influences role-taking in an organizational setting is the interpersonal exchange relationship that develops between a superior and a role incumbent. This interactional, interpersonal element is the crux of Leader- Member Exchange-a scale which serves as a measure of the social exchange relationship that can develop between two organizational interactants. The research reported in this article is a confirmatory factor analysis of the Leader-Member Exchange (LMX) scale, and a test of a nomothetic network for the LMX factors. The scale was found to have two factors that were highly correlated. All correlations of the two LMX factors with factors in the nomothetic net have overlapping confidence intervals. The findings support the construct validity of the Leader-Member Ex change scale. This research provides added evidence that increased understanding of Leader-Member Exchange, coupled with an increased attention to the dynamics of the superior-subordinate relationship, can lead to improved organizational opera tion.

Team-based interaction in the foodservice instructional laboratory: An exploratory model of team composition, team-member interaction, and performance

Abstract This exploratory investigation of organizational behavior, communication, marketing, and education concepts resulted in a test model of team influence, process, and outcomes. Both individual and aggregate team scores led to the same conclusions and suggested that the team characteristics, processes, and outcomes appear best suited to team level interpretation.

Food intolerances, food allergies, and restaurants

Twelve million consumers in the United States have a food allergy. This research was designed to see whether restaurants are prepared to respond to the needs of consumers with food intolerances or food allergies. It is apparent that the respondents have little awareness of their needs. The majority did not have printed materials available, were not aware of potential legislation, and did not have defined personnel responsible for identifying allergens. Given the increased attention to food allergen and food intolerance issues among consumers of food and within the food product development community, this is unfortunate, because restaurants may find themselves unable to adequately meet the needs of such customers.

The Validity of the Hinkin and Schriesheim Power Scales and Superior-Subordinate Power Relationships Within Hospitality

The authors report the results of a test of the construct validity of the Hinkin and Schriesheim (1989) scales based on the French and Raven (19569) power scales using a hospitality industry sample. In addtition, scales for subordinate self-percep tion of power were suggested and tested. The internal and external consistency of all scales was satisfactory and nomological expecations were met. Unanticipated relationships are discussed and explanations proffered.