Mary Dawson

A Strategy for Diversity Training Focusing on Empathy in the Workplace

The purpose of this study was to test the effectiveness of a diversity training exercise using perspective taking to increase positive attitudes toward non-English-speaking individuals. Ninety-six participants were given a pretest (survey) followed by the training and a posttest. Participants were randomly assigned as a “manager” or an “employee.” The managers were provided with a recipe and instructions in English, and the managers’ employees provided with the recipe and instruction in an abstract, non-English language. The results of a repeated-measures ANOVA showed a significant effect of perspective-taking training on attitudes toward non-English speakers, such that attitudes were more positive posttraining than pretraining. The effect of the training on the attitudes toward non-English-speaking individuals was moderated by the status role (i.e., manager or employee). In addition, participants’ empathy mediated the relationship between the perspective-taking training and attitudes, such that perspective taking induced empathy, resulting in more positive attitudes.

An Exploratory Study of the Importance of Sustainable Practices in the Meeting and Convention Site Selection Process

The purpose of this exploratory study was to develop a list of sustainable practices at convention facilities and assess the importance of these items according to meeting planners. The recycling of items had the highest levels of importance. Significant differences were found between third party and association meeting planners’ levels of importance in the areas of water resources, energy efficiency, and recycling. Length of being a Certified Meeting Planner was not related to the importance of sustainability practices. Females placed more value on programs that capture separate organic waste for composting and on energy certification than did their male counterparts. Results give meeting planners and venues a clearer picture of the current state of sustainable practices and its importance in the meeting, incentive, convention and event (MICE) industry. However, further research is needed, and discussed.

How to increase menu prices without alienating your customers.

Purpose – This paper analyzes the impact of menu descriptions on the selection of menu items. Furthermore, this paper examines the relationship between menu descriptions and the perceived value of the item.Design/methodology/approach – This study uses the different components of prospect theory (e.g. anchoring effects and framing effects). An experimental research design using mock menus was used to investigate the impact of item presentation, item selections, and menu descriptions on consumer judgments of consumer choice and price value.Findings – The results found that detailed menu descriptions negated the impact of the price increases on the menu items.Practical implications – The implications of this study are valuable to restaurateurs because it shows that menu descriptions have the potential to increase revenue while also increasing the value perception. The study can also be applied to similar competing restaurants. Restaurants can be successful when magnifying the differences with detailed descri...

The Influence of Hotel Communication Practices on Managers’ Communication Satisfaction with Limited English–Speaking Employees

Communication satisfaction is an important antecedent to significant work outcomes. Therefore, this study examines how organizational practices influence the communication satisfaction of lodging managers. The results showed a strong correlation between organizational practices that deal with language barriers and the communication satisfaction of the managers. Management awareness and encouragement to improve English skills were independently correlated with communication satisfaction. However, translation of documents and translation by coworkers alone were not correlated with communication satisfaction. This was significant because the results showed that the majority (62.8%) of managers rely on a translator, typically a bilingual employee, to communicate for them. More than half of the respondents (53.5%) reported that top management has paid attention to language barriers in the workplace. In fact, 46.5% stated that their company encourages employees with limited-language skills to improve by offering English at work programs.

Strategic human resources management research in hospitality and tourism: A review of current literature and suggestions for the future

Purpose The purpose of this paper is to provide a review of the strategic human resources management (HRM) literature from the points of view of both general management and hospitality and tourism. Design/methodology/approach The paper provides a critical, qualitative and comparative review of the strategic HRM research literature in the fields of general management and hospitality and tourism, providing insights into emerging research trends and pointing to the gaps in the literature. Findings The results of the review showed six streams of research from the hospitality and tourism literature: human capital and firm performance, high-performance HRM practices and performance, international/global issues and strategic HRM, individual HRM practices and performance, qualitative reviews of the hospitality and tourism HRM literature and country-specific strategic HRM. This review also points to the gaps between the two bodies of literature and gives recommendations for future research. Practical implications The current conceptual model provides a useful framework for examining how strategic HRM practices impact firm performance through macro (organizational) and micro (individual) levels. The current review illustrates the important role that frontline managers have in delivering HRM practices. Originality/value This review provides a conceptual model for future research and practical implications.

Breaking a communication barrier: the effect of visual aids in food preparation on job attitudes and performance.

Given the diverse workforce of the hospitality industry, language difficulties continue to create communication barriers for both employers and immigrant workers. As a result, these barriers have negative effects on job performance and organizational attitudes. In an effort to provide solutions, this article examines the effect of using pictures on job performance, task satisfaction, and job commitment when communication barriers exist in a food industry operation context. The results of this experimental study demonstrated that the performance of workers who used pictures when producing a dish was evaluated higher on dimensions of time, quality, and accuracy than that of workers who did not use pictures. Additionally, the participants who were given pictures reported higher task satisfaction and commitment than those who were only provided an abstract recipe.

Preparing Hospitality and Tourism Students to Lead a Diverse Workforce

Hospitality and tourism graduates must be prepared to lead a diverse employee population. This study helps students gain the perspective of non-English speakers. It identifies barriers that occur in a multicultural environment and provides tools to communicate despite language hurdles. This exploratory study found that a combination of gestures and demonstration were the most valuable nonverbal forms of communication. Participants could empathize with non-English speakers even though they believed immigrants should learn enough of the language to be effective. The participants thought that it was difficult to stress the exact details when leading non-English speakers.

Hospitality culture and climate: a proposed model for retaining employees and creating competitive advantage.

In order to gain competitive advantage, companies must determine the relationship between human resource practices and firm performance. This conceptual article proposes a model that highlights the importance of selecting people who “fit” within the organizational culture and climate of the firm. The authors propose combining established scales of hospitality culture and climate in order to assess a candidates fit to the organization. Ideally, these people would be more hospitality service oriented and could foster the “spirit of hospitality” through the organization and thus, on to the customer. Hiring the right people will also lead to increased organizational commitment, consequently, reducing turnover levels. This in turn will lead to higher service levels, increased customer satisfaction, and loyalty.

A Review of U.S. Health Care Institution Protocols for the Identification and Treatment of Victims of Human Trafficking

ABSTRACT The purpose of this study was to characterize and assess human-trafficking (HT) identification, treatment, and referral protocols of U.S. health care service provider institutions. A total of 30 protocols from 19 states and 2 national organizations were analyzed. Across the protocols, the most commonly listed indicator of HT victimization was patient history of physical- or sexual-abuse victimization, which was included in 73% of the protocols. In addition, the majority (70%) of the protocols listed ≥ 1 medical-symptom indicator of HT victimization (e.g., bruises, scars, frequent injuries), ≥ 1 indicator based on a patient’s apparent dependence on another person (e.g., patient not in control of personal identification), and ≥ 1 indicator related to how the patient communicates (e.g., inconsistencies in the patient’s story about his or her medical condition). A smaller proportion of protocols included indicators of HT that pertained to housing (60%), the patient’s appearance (47%), the patient’s mental health (63%), sexual history (63%), or technology-related indicators such as the patient possessing explicit digital photos of himself or herself with another person (20%). We conclude that additional research is needed to establish ideal protocol content but propose that in the interim protocol developers consider using practice-informed and evidence-based information that pertain to six areas of victim identification and assistance.

Should Organizations Be Forgiving or Unforgiving? A Two-Study Replication of How Forgiveness Climate in Hospitality Organizations Drives Employee Attitudes and Behaviors:

An organization’s forgiveness climate is pivotal in reducing negative and promoting positive consequences of errors, mistakes, or offenses in the workplace. This study examines the influence of a perceived forgiveness climate on learning behavior, job satisfaction, organizational commitment, and intention to leave. Using quantitative cross-sectional data collected from 128 hotel and lodging managers, Study 1 revealed that a perceived forgiveness climate was significantly positively related to learning behavior and job satisfaction. Furthermore, the results demonstrated the mediating effect of learning behavior between a perceived forgiveness climate and job satisfaction and intention to leave. Study 2 confirmed this finding using 187 hospitality management students who work as frontline employees in various hospitality organizations. A perceived forgiveness climate was again found to significantly influence learning behavior and intention to leave, as well as organizational commitment. The results also confirmed the mediating effect of learning behavior. The findings suggest that organizations should promote a climate of forgiveness to influence employee attitudes and behaviors.