Hasan Kilic

Factors influencing productivity in small island hotels: Evidence from Northern Cyprus

Purpose – The purpose of this paper is to report on an empirical research study which investigated the factors influencing productivity in hotels in Northern Cyprus.Design/methodology/approach – The empirical data was collected via a structured questionnaire from middle and senior managers of four and five‐star hotels in Northern Cyprus.Findings – According to the research findings staff recruitment, staff training, meeting guest expectations, and service quality are the main productivity factors in hotels; while crises, technology, marketing, and forecasting are ranked relatively low. It emerged from the findings that hotel managers in Northern Cyprus have a narrow view of productivity and follow a more input‐oriented approach to managing productivity.Research limitations/implications – Based on the research findings and their discussions, this study provides several recommendations for future research in this area.Practical implications – The research results highlight the importance of training middle ...

The effects of two directions of conflict and facilitation on frontline employees’ job outcomes

This study investigated the effects of two directions of conflict and facilitation simultaneously on job performance, job satisfaction, and affective organisational commitment based on data obtained from frontline hotel employees in Northern Cyprus. As expected, family–work conflict dimished job performance, while family–work facilitation enhanced job performance. Contrary to our prediction, conflict between work and family domains intensified job performance. The results of the path analysis revealed that work–family facilitation increased job satisfaction, while family–work facilitation triggered affective organisational commitment. The findings pertaining to the relationships between job performance, job satisfaction, and affective organisational commitment were in the hypothesised directions. Also, the results of the confirmatory factor analysis demonstrated that the four-factor model that consisted of work–family conflict, family–work conflict, work–family facilitation, and family–work facilitation was superior compared with other models tested. Implications of the empirical findings and their future research directions are discussed in our study.

The untapped potential of sustainable domestic tourism in Iran

The majority of tourism literature focuses on international tourism; however, domestic tourism for specific destinations, such as Iran, can contribute to job creation, heritage protection, regional integration, and cross-cultural understanding. The market for domestic tourism in Iran has been downplayed and its true value has been underutilized. This study assumes that the present apathy towards tourism is reinforced by the public sectors lack of decisive governance towards the tourism industry where the public sector “can best act to mediate contemporary tourism-related social, economic, political and environmental policy problems” (Hall, 2011, p. 439). Drawing on “culture-ideology of consumerism” and “ecological economics” theories, study revealed that critiques of international mass tourism have convincing argument that domestic tourism is a domestic investment with a sustainable agenda.

Service innovation in the hotel industry: culture, behavior, performance

ABSTRACT The aim of this study is to focus on the service innovation culture (SIC) in the formation of frontline employees’ (FLE) innovation performance based on two fit theories. More specifically, the research evaluates and examines the mediating role of challenge-oriented citizenship behavior (COCB) and charged behavior in the aforementioned relationship. To test the hypotheses, two-step structural equation modeling with bootstrapping estimation was conducted in AMOS, using data from 215 full-time frontline hotel employees over a one-month time period. This study establishes that the development of a SIC is positively related to the innovation performance of FLE. Likewise, the results indicate that there is a partially mediating role for the COCB and expanded charged behavior (encompassing vitality and creative self-efficacy) of FLE in the relationship between SIC and innovation performance. The findings of this study highlight the need for managers to incorporate a secure and trusting work environment so FLE will eagerly participate in the service innovation process by voicing their novel ideas. Managers can also consider the significance of the employee selection procedures and take advantage of employing university graduate for frontline service jobs.

Effects of service orientation on job embeddedness in hotel industry

ABSTRACT This research aims to develop and analyze a model that depicts work engagement (WE) as a mediator of the relationship between job embeddedness and service orientation. Specifically, the model examines external environmental factors (EEFs) as moderator of the effects of service orientation and job embeddedness in the hospitality industry. All data used for this study were gathered in Iran from hotels frontline employees with a two-weeks’ time lag. These relationships mentioned above were analyzed using AMOS 22.0. It was discovered in the results that WE was indeed a partial mediator and that EEFs indeed moderated the effects of service orientation on job embeddedness with adequate empirical support. The implications of the findings for the managers, the study limitations, and future research recommendations were also discussed.

Effect of job insecurity on frontline employee’s performance: Looking through the lens of psychological strains and leverages

Purpose The aim of this paper is to extend the knowledge of the link between job insecurity and job performance by exploring potential mediating mechanism of psychological strains and moderation role of psychological advantages on the mentioned relationship in the hospitality industry. Design/methodology/approach A sample of 288 frontline employees from five and four star hotels in north Cyprus was selected through judgmental sampling. Structural equation modeling was used to investigate the research model, and hierarchal multiple regression was used to test forwarded hypotheses. Findings The results showed that Job Insecurity mitigates Job Performance. The results further suggested that anxiety, as a psychological strain, mediates the effect of job insecurity on job performance. Additionally, psychological advantages (supervisor support and intrinsic motivation) play a crucial role as a delimiter against the negative effect of job insecurity on job performance. Research limitations/implications Hotel managers need to establish and communicate transparent human resource polices including, win-win-based employee contracts, fair selection, placement, appraisal, compensation, reward and similar human resource systems within hotels. Empowering and developing relations skills between supervisors and employees by providing continued training programs are vital for minimizing organizational stress and anxiety from job insecurity. Keeping in mind high employee turnover rates in the industry and its considerable costs, especially intrinsically motivated employees willing to work long hours should be selected in those organizations. Additionally, buddy-buddy approach in mentoring can be used by well-selected senior employees to help new employees socialize, improve their performance via social support and retain them in the end. By implication, lacking time lag is considered as the limitation. Originality/value Empirical research relating to the psychological strains and leverages of job insecurity is sparse in the hospitality industry. Based on job demand-resource and conservation of resource theories, the present research aimed to fill this gap.

Does Manager Support Reduce the Effect of Work-Family Conflict on Emotional Exhaustion and Turnover Intentions?

The purpose of this study is to examine manager support as a moderator of the effects of three components of work–family conflict on emotional exhaustion and turnover intentions. Respondents were full-time frontline employees in the travel agency industry in the Turkish Republic of Northern Cyprus. The results demonstrate that manager support mitigates the positive effects of time- and behavior-based work–family conflict on emotional exhaustion. The results further reveal that manager support reduces the positive effects of time- and strain-based work–family conflict on turnover intentions. Based on the results of the empirical investigation, this study offers management implications and future research directions.

Frontline Employees at the Ghanaian Local Banks and the Stress of Long Hours of Work

A research model was designed to evaluate the ideal working time for front frontline employees at the Ghanaian local banks to reduce emotional exhaustion among the employees. Twenty local banks were involved in the research. Customer service and job involvement including organizational commitment and job satisfaction were the variables. Banks have traditionally paid much attention to customer behavior because it has several effects on revenue generation from customers. The present competition among banks has generated a new climate of approach to manage local banks through customer relationships that include job commitment, Job contribution, job satisfaction and turnover intentions among employees. It is resulted that majority of Local banks employees in Accra work long hours and get less paid. The results therefore show how most employees are emotionally exhausted and have turnover intentions, but difficult to find new jobs to replace the present stressful employment.