Ishmael Mensah and Emmanuel Twumasi Ampofo
Drawing on the upper echelons theory, the study examines the effects of environmental attitudes of hotel managers on the waste management practices of small hotels in the context…
Abstract
Purpose
Drawing on the upper echelons theory, the study examines the effects of environmental attitudes of hotel managers on the waste management practices of small hotels in the context of a developing country.
Design/methodology/approach
A survey involving 246 managers of small hotels in the Accra Metropolitan Area was undertaken using a questionnaire that was based on the Waste Management Hierarchy and the revised New Ecological Paradigm (NEP) scales.
Findings
Results of the study showed that environmental attitudes of managers significantly influence the waste management practices of hotels, specifically, the anti-anthropocentricism, anti-exceptionalism, eco-crisis and balance-of-nature dimensions of the NEP scale. The study also found that all the environmental attitude dimensions had more significant effects on the waste disposal option because usually in developing countries, small hotels by their nature are more predisposed to undertaking this option.
Research limitations/implications
Future studies should use longitudinal data to make causal inferences and consider the use of a rigorous statistical test such as common latent factor analysis.
Practical implications
Waste management problems in small hotels require softer sustainability strategies geared towards creating environmental awareness and inculcating the right environmental values in hotel managers in order to change the way managers view the environment.
Originality/value
Results of the study indicate that in the context of small hotels in developing countries, managers with eco-centric attitudes are more likely to engage in less expensive waste management practices rather than the most environmentally-friendly options.
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Eunice Fay Amissah, Sarah Blankson-Stiles-Ocran and Ishmael Mensah
The purpose of this paper is to investigate the effect of emotional labour on frontline employees' emotional exhaustion and job satisfaction within the hotel industry.
Abstract
Purpose
The purpose of this paper is to investigate the effect of emotional labour on frontline employees' emotional exhaustion and job satisfaction within the hotel industry.
Design/methodology/approach
The quantitative research approach was employed by administering questionnaires to 205 frontline employees from 16 luxury hotels in the Accra Metropolis, out of which 194 questionnaires were retrieved and analysed.
Findings
The results showed that surface acting was positively associated with emotional exhaustion, while deep and genuine acting were negatively associated with emotional exhaustion. In addition, both deep and genuine acting related positively with job satisfaction, while surface acting was negatively associated with job satisfaction.
Research limitations/implications
A lackadaisical attitude from hotel management and employees towards data collection was encountered. Also, the study area had very few upscale hotels, making the sample for the study relatively small. Further, since this study was taken from the African perspective, readers should be mindful of generalisation of the results.
Originality/value
This paper is one of the pioneers to have assessed the relationships between emotional labour, job satisfaction and emotional exhaustion in the African hospitality context. The study contributes to hospitality management literature by explaining how the acting strategies of emotional labour affect frontline employees in the hotel industry. A better understanding of emotional labour will help both management and frontline employees to employ the appropriate acting strategy in any given situation they encounter in the course of their service delivery, to reduce the emotional drain they face in handling especially difficult customers and to increase frontline employees' job satisfaction.
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Emmanuel Twumasi Ampofo, Osman M. Karatepe, Ishmael Mensah and Maxwell Tabi Wilberforce
The purpose of this paper is to develop and test a research model that explores the interrelationships of employee recognition, job embeddedness (JE), knowledge sharing, service…
Abstract
Purpose
The purpose of this paper is to develop and test a research model that explores the interrelationships of employee recognition, job embeddedness (JE), knowledge sharing, service orientation and abusive supervision. Specifically, the model proposes that JE mediates the impact of recognition on knowledge sharing and service orientation, while abusive supervision moderates the indirect influence of recognition on knowledge sharing and service orientation via JE. The model also proposes that JE and knowledge sharing mediate the link between recognition and service orientation in a sequential manner.
Design/methodology/approach
Data were gathered from restaurant frontline employees in three waves in Ghana. The hypothesized links were gauged via structural equation modeling using Mplus 7.4.
Findings
The vast majority of the hypothesized relationships were supported by the empirical data. Specifically, JE mediated the impact of recognition on knowledge sharing and service orientation. JE and knowledge sharing sequentially mediated the impact of recognition on service orientation. Abusive supervision moderated the positive effect of recognition on JE and JE on knowledge sharing such that the effects were stronger among frontline employees with low levels of abusive supervision. In addition, abusive supervision moderated the indirect effect of recognition on knowledge sharing through JE. On the contrary, abusive supervision did not significantly moderate the linkage between JE and service orientation. This is also true for abusive supervision as a moderator of the indirect influence of recognition on service orientation via JE.
Practical implications
Management should not only focus on financial rewards but also consider non-financial rewards such as employee recognition. This is what is overlooked among practitioners. Therefore, restaurant managers/supervisors should use recognition mechanisms such as certificate of appreciation, plaque of honor and/or oral praises wherever possible to trigger employees’ JE, knowledge sharing and service orientation. Restaurateurs should also arrange training programs for supervisors to make them avoid practicing abusive supervision that would erode JE and knowledge sharing.
Originality/value
Evidence about the organizationally valued consequences of employee recognition in the hospitality literature is sparse. With this realization, this paper advances the current knowledge by gauging JE as a mediator between recognition and knowledge sharing and service orientation. Unlike other empirical pieces, JE and knowledge sharing as the sequential mediators of the effect of recognition on service orientation are tested. This paper advances the current knowledge base by assessing abusive supervision as a moderator concerning the previously mentioned linkages. This paper also contributes to the literature by gauging abusive supervision as a moderator of the indirect impact of recognition on knowledge sharing and service orientation via JE.
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The purpose of this paper is to examine the extent to which primary and secondary stakeholders influence the environmental performance of hotels in Accra and whether size of hotel…
Abstract
Purpose
The purpose of this paper is to examine the extent to which primary and secondary stakeholders influence the environmental performance of hotels in Accra and whether size of hotel moderates stakeholder influence on the environmental performance of hotels.
Design/methodology/approach
Environmental performance of the hotels was based on 33 variables in ten key areas of environmental management in the literature. Survey questionnaires were self-administered to a stratified random sample of managers of different categories of hotels in Accra.
Findings
The findings point to the fact that primary stakeholders such as customers and board of directors had a more significant influence on the environmental performance of hotels while size of hotel moderates the effect of stakeholders on the environmental performance of hotels.
Research limitations/implications
Future research should focus on unearthing other drivers of environmental performance of especially small to medium hotels as well as the obstacles to environmental management in such organizations.
Practical implications
It is vital for hotels to manage the pressures exerted by stakeholders.
Originality/value
In the context of a developing country like Ghana, experiencing sustained growth in hotel investment, governments should encourage voluntary environmental programmes to enhance environmental performance of hotels instead of regulations by state agencies.
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Ishmael Nanaba Acquah, Caleb Amankwaa Kumi, David Asamoah, Benjamin Agyei-Owusu, Mavis Agbodza and Yaw Agyabeng-Mensah
This paper examines the nexus between supply chain social capital (relational social capital and structural social capital), supply chain responsiveness (operations system…
Abstract
Purpose
This paper examines the nexus between supply chain social capital (relational social capital and structural social capital), supply chain responsiveness (operations system responsiveness and supplier network responsiveness) and firm performance. Additionally, the study examines the mediating role of supply chain responsiveness on the relationship between supply chain social capital and firm performance.
Design/methodology/approach
The authors test their hypotheses on a sample of 120 firms operating in Ghana. The measurement model and hypothesized paths were assessed using partial least squares structural equation modelling.
Findings
The findings revealed that structural social capital had a significant direct effect on firm performance, but relational social capital did not. It was also revealed that both relational and structural social capital have significant effects on operations system responsiveness and supplier network responsiveness. Additionally, operations system responsiveness fully mediated the effect of relational social capital on firm performance and partially mediated the effect of structural social capital on firm performance. Supplier network responsiveness, on the other hand, partially mediated the effect of both relational and structural social capital on firm performance.
Originality/value
This study contributes to the limited literature on supply chain social capital by unearthing the mechanisms through which supply chain social capital enhances firm performance. Specifically, the study demonstrates the intervening role of operations system responsiveness and supplier network responsiveness in the supply chain social capital–firm performance link.
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David Asamoah, Ishmael Nanaba Acquah, Dorcas Nuertey, Benjamin Agyei-Owusu and Caleb Amankwaa Kumi
This study examines green absorptive capacity as an important intervening variable that elucidates the relationship between green supply chain management (GSCM) practices…
Abstract
Purpose
This study examines green absorptive capacity as an important intervening variable that elucidates the relationship between green supply chain management (GSCM) practices (specifically, green purchasing, customer cooperation and investment recovery) and firm performance.
Design/methodology/approach
Drawing from the theoretical underpinnings of the natural-resource-based view theory and information processing theory, a research model is developed and tested using data obtained from 368 manufacturing firms in Ghana. Data analysis was conducted using structural equation modeling.
Findings
The results indicate that green purchasing, customer cooperation and investment recovery have a direct positive and significant effect on firm performance. Additionally, green purchasing and customer cooperation have a positive and significant effect on green absorptive capacity but investment recovery does not. Further, the results show that the paths from green purchasing and customer cooperation to firm performance are positively mediated by green absorptive capacity.
Practical implications
The study reveals to supply chain managers that green absorptive capacity is an important conduit through which firms can achieve enhanced firm performance from GSCM initiatives.
Originality/value
This study makes a contribution by integrating the absorptive capacity literature and green management literature and establishes green absorptive capacity as a mechanism through which GSCM practices enhance firm performance.
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Teerapong Teangsompong, Pichaporn Yamapewan and Weerachon Sawangproh
This study aims to investigate the impact of service quality (SQ), perceived value (PV) and consumer satisfaction on Thai street food, with customer satisfaction (CS) as a…
Abstract
Purpose
This study aims to investigate the impact of service quality (SQ), perceived value (PV) and consumer satisfaction on Thai street food, with customer satisfaction (CS) as a mediator for customer loyalty and repurchase intention (RI). It also explores how consumer trust (CT) in Thai street food safety moderates these relationships.
Design/methodology/approach
Structural equation modelling (SEM) was utilised to analyse the complex interrelationships between various constructs. Multi-group analyses were conducted to investigate the moderating effects of CT on the structural model, considering two distinct groups based on trust levels: low and high.
Findings
The findings revealed that SQ and PV significantly influenced CS and behavioural intention, while the perceived quality of Thai street food had no significant impact on post-COVID-19 consumer satisfaction. The study highlighted the critical role of CT in moderating the relationships between SQ, PV and CS, with distinct effects observed in groups with varying trust levels.
Social implications
The research emphasises the importance of enhancing SQ and delivering value to customers in the context of Thai street food, which can contribute to increased CS, RI and positive word-of-mouth. Furthermore, the study underscores the critical role of building CT in fostering enduring customer relationships and promoting consumer satisfaction and loyalty.
Originality/value
This research offers valuable insights into consumer behaviour and decision-making processes, particularly within the realm of Thai street food. It underscores the significance of understanding and nurturing CT, especially in the post-COVID-19 landscape, emphasising the need for effective business strategies and consumer engagement.
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Benjamin Agyei-Owusu, David Asamoah, Dorcas Nuertey and Ishmael Nanaba Acquah
The study aims to examine the relationship between dimensions of supply chain integration (SCI), operational performance and firm performance of firms. The study proposes that…
Abstract
Purpose
The study aims to examine the relationship between dimensions of supply chain integration (SCI), operational performance and firm performance of firms. The study proposes that internal integration serves as the basis for supplier integration and customer integration and all three dimensions directly enhance operational performance and firm performance. Additionally, operational performance is proposed to mediate the effect of dimensions of SCI on firm performance.
Design/methodology/approach
A research model grounded on the resource-based view and the extended resource-based view was developed to examine the proposed relationships between the dimensions of SCI, operational performance and firm performance. A survey of manufacturing and service firms in Ghana was conducted, with 120 usable responses received. The research model was analysed by using partial least squares structural equation modelling. Robustness tests were conducted by using logistic regression and the Kruskal Wallis test.
Findings
The findings showed that internal integration had positive and significant effects on customer integration and supplier integration. Internal integration had a positive and significant effect on firm performance whilst customer integration had positive and significant effects on operational performance and firm performance. Additionally, operational performance mediated the effect of customer integration on firm performance.
Originality/value
This is one of the few studies that examine the interrelationships between dimensions of SCI. Additionally, to the best of the researchers’ knowledge, this is the first study to empirically examine the mediating role of operational performance in the relationship between dimensions of SCI and firm performance.
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Abstract
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Ishmael Nanaba Acquah, David Asamoah, Caleb Amankwaa Kumi, Joseph Akyeh and Priscilla Agyemang
The study examines the intricate interplay between supplier relationship management (SRM), procurement performance, supply chain responsiveness (SCR) and competitive advantage…
Abstract
Purpose
The study examines the intricate interplay between supplier relationship management (SRM), procurement performance, supply chain responsiveness (SCR) and competitive advantage. Additionally, the study examines the mediating role of procurement performance and SCR in the link between SRM and competitive advantage.
Design/methodology/approach
A research model grounded in the resource-based view and dynamic capabilities theory (DCT) was developed and tested using partial least squares structural equation modeling (PLS-SEM). Data were obtained from 122 firms in Ghana.
Findings
The study revealed that SRM has a positive and significant effect on procurement performance, SCR and competitive advantage. Additionally, SCR has a positive and significant effect on competitive advantage; however, procurement performance has a negative and insignificant effect on competitive advantage. It was also revealed that SCR partially mediates the relationship between SRM and competitive advantage but fully mediates the relationship between procurement performance and competitive advantage. Also, it was also revealed that procurement performance does not mediate the relationship between SRM and competitive advantage.
Research limitations/implications
The study contributes to literature by highlighting the mediating role of SCR in influencing the effect of SRM and procurement performance on competitive advantage.
Practical implications
Practically, the study findings highlight the need for firms to seek, build and manage meaningful relationships with their suppliers in order to enhance their competency and capability to influence their competitive position in the marketplace.
Originality/value
To the best of the researchers' knowledge, no prior study has examined the effect of SRM on procurement performance and SCR. Additionally, no previous study has examined the mediating role of procurement performance and SCR on the link between SRM and competitive advantage.