Juan M. Madera, Mary Dawson and Priyanko Guchait
The purpose of this paper was to develop and test a model examining how hotel managers’ psychological diversity climate affects job satisfaction, the moderating effect of…
Abstract
Purpose
The purpose of this paper was to develop and test a model examining how hotel managers’ psychological diversity climate affects job satisfaction, the moderating effect of racioethnic minority status and the mediating role of organizational justice.
Design/methodology/approach
A sample of frontline managers from 164 individual hotel properties was used. Hierarchical linear regression analysis was used to examine the underlying mechanism through which psychological diversity climate impacts job satisfaction.
Findings
The results found support for the mediating effect of organizational justice between managers’ psychological diversity climate and job satisfaction. Racioethnic identity moderated the relationship between psychological diversity climate and organizational justice, thereby supporting the mediated-moderated model proposed in the current research.
Practical implications
The findings show the importance of improving employee perceptions of diversity climate and organizational justice, particularly through recruitment practices, incorporating diversity into the corporate values, adopting formal diversity management practices and educating managers about the importance of diversity through formal training methods.
Originality/value
Little research has examined the underlying mechanisms that explain why psychological diversity climate affects organizational attitudes. Even less research has examined whether the link between a perceived positive diversity climate and job satisfaction is stronger for racioethnic minorities. These results provide meaningful insights for researchers because the hospitality industry is one of the largest employers of racioethnic minorities and immigrant employees.
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Juan M. Madera, Wan Yang, Laurie Wu, Emily (Jintao) Ma and Shi (Tracy) Xu
This paper aims to provide a critical reflection on diversity and inclusion research from the hospitality and tourism literature.
Abstract
Purpose
This paper aims to provide a critical reflection on diversity and inclusion research from the hospitality and tourism literature.
Design/methodology/approach
Through conducting a critical reflection, this paper used a thematic analysis focused on integrating the scholarly literature that has developed separately: one focusing on the human resources perspective and another concentrating on customer behavior. This critical reflection bridges the gap between these two perspectives.
Findings
The authors develop and offer a research agenda for future research drawing from three areas ripe for future research: human resources management, diversity resistance and marketing. They focus on theory-driven research that has practical applications to make hospitality and tourism more inclusive for both the workforce and consumers.
Practical implications
Meaningful research must be translated into practice, and by addressing these research gaps, organizations can gain insights into diverse worker and customer experiences and create more effective diversity initiatives.
Originality/value
The current literature often lacks an integrated approach that bridges the gap between the two reviewed perspectives: the human resources management and marketing perspectives. A holistic understanding of diversity and inclusion is vital, as it recognizes the interconnectedness between employees and customers within the context of the hospitality and tourism sector is important for several reasons.
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Michelle Russen, Mary Dawson and Juan M. Madera
The purpose of this study is to examine hotel managers’ perspectives on the promotion process of hotel employees based on the promoted employee’s gender, their perceived…
Abstract
Purpose
The purpose of this study is to examine hotel managers’ perspectives on the promotion process of hotel employees based on the promoted employee’s gender, their perceived organizational justice and perceived gender discrimination against women. The moderating role of anti-male bias beliefs in the promotion process was examined.
Design/methodology/approach
The study adopted an experimental design (female vs male promoted) with a sample of 87 hotel managers. Data were analyzed using mediation and moderated mediation analyses.
Findings
The results indicated procedural and distributed justice mediates the effect of gender of the promoted employee on perceived gender discrimination against women. It was found that perceptions of anti-male bias moderate the relationship between gender of the promoted employee and distributed justice, demonstrating higher levels of perceived fairness within the organization when a female is promoted, especially when low levels of anti-male bias exist.
Practical implications
Many organizations may refrain from offering more promotional opportunities to women for fear of reverse discrimination. This research demonstrates that the organization will be perceived as fairer if it offers more opportunities to women, should create a stronger organizational culture and higher financial performance.
Originality/value
To the best of the authors’ knowledge, this paper is the first to address the gender inequity in promotional opportunities of hotel employees and demonstrate the overall benefit of combating such inequality. This is the first time that anti-male bias has been addressed in the hospitality context, suggesting the need for more research on reverse discrimination, especially in promotional situations.
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Arturo Molina-Collado, María Leticia Santos-Vijande, Mar Gómez-Rico and Juan M. Madera
The purpose of this study is to examine the scientific research related to sustainability in hospitality and tourism from 1994 to 2020 by conducting bibliometric and science…
Abstract
Purpose
The purpose of this study is to examine the scientific research related to sustainability in hospitality and tourism from 1994 to 2020 by conducting bibliometric and science mapping analyses and to discuss the implications for prospective research opportunities.
Design/methodology/approach
Keyword co-occurrences with 2,980 published papers collected from the Web of Science (Social Science Citation Index and Emerging Sources Citation Index) were used for the bibliometric-based analysis. The authors use SciMAT software which offers relevant outputs, such as research themes and graphical outputs (strategic diagrams, cluster networks and science mapping representing the temporal evolution of the themes).
Findings
The findings show that biodiversity conservation, sustainable attitudes, climate change, protected areas, satisfaction and environmental management were the focal motor-themes in the studied periods. Additionally, four areas for future investigation are identified and discussed: sustainable behavior and environmental sustainability; consumption, demand and economic growth; tourism development and strategies; and rural tourism, poverty, ethics and education.
Research limitations/implications
This analysis shows insightful results processing a high number of published documents. However, the authors recommend further research focused on qualitative literature review for each critical topic.
Originality/value
The authors are unaware of analogous, completed and recent work about sustainability in hospitality and tourism. The authors believe this article is of great value to academics and practitioners because it synthesizes and disseminates the research topic while providing an outstanding basis for identifying research opportunities.
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Wan Yang, Juan M. Madera, Shi (Tracy) Xu, Laurie Wu and Emily (Jintao) Ma
Huy Gip, Priyanko Guchait and Juan M. Madera
Although existing literature emphasizes the significance of diversity and inclusion in management roles for employees, there is a notable absence of a standardized scale to assess…
Abstract
Purpose
Although existing literature emphasizes the significance of diversity and inclusion in management roles for employees, there is a notable absence of a standardized scale to assess employees’ perceptions of an inclusive climate, particularly in relation to practices that encourage acceptance of demographically diverse leaders. This study aims to bridge this gap by developing the perceived inclusion climate for leader diversity (PICLD) scale.
Design/methodology/approach
The scale development process was carried out in five phases which included: qualitative component (interviews); test for face validity; check for content validity; construct and criterion-related validity; and nomological network testing.
Findings
Following the first three phases of scale development, 12 measurement items were produced. Phase four results indicate that PICLD is distinct from both the intercultural group climate scale and diversity-oriented leadership scale, in which all three scales were found to be positively correlated with job satisfaction. Phase five results show that PICLD positively correlates with organizational justice. Organizational justice also mediates the relationship between PICLD and three employee outcomes (performance, engagement and turnover intention).
Practical implications
Organizations are encouraged to be open to suggestions made by managers from historically marginalized groups that motivate diverse leaders to voice their concerns to foster inclusionary climate perceptions among employees. Welcoming diverse managerial perspectives can dismantle systemic barriers, enabling marginalized leaders to thrive while fostering employees’ perceptions of an inclusionary workplace.
Originality/value
This study introduces the PICLD Scale to enhance comprehension of how policies supporting leader demographic diversity impact employee perceptions of inclusive climate. This research also contributes to the advancement of social exchange theory and literature on organizational justice, performance and engagement.
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Lindsey Lee and Juan M. Madera
The purpose of this paper is to provide an exhaustive review of emotional labor research from the hospitality and tourism literature by outlining the theories, the antecedents and…
Abstract
Purpose
The purpose of this paper is to provide an exhaustive review of emotional labor research from the hospitality and tourism literature by outlining the theories, the antecedents and the outcomes of emotional labor, as well as the underlying mechanisms (i.e. mediators and moderators) of emotional labor.
Design/methodology/approach
This study provides a qualitative and critical review of emotional labor research from the hospitality and tourism literature, providing insights into the trends and gaps in the literature.
Findings
The conservation of resources theory and affective event theory are the two most common theories in the reviewed literature. Emotional intelligence and personality are the most commonly investigated antecedents while burnout and job satisfaction are the most investigated outcomes of emotional labor. Stress and burnout are the most examined mediators of emotional labor and subsequent outcomes, such as commitment, turnover intentions and well-being. Moderators include leader-member exchange, job position, gender and climate of authenticity.
Practical implications
Four major gaps for research and practice are identified as follows: the lack of an overarching theoretical framework; inconsistency in how emotional labor is defined and measured; the vast majority of emotional labor studies are cross-sectional studies; and no research examines potential interventions to help service employees engage in effective emotional labor strategies.
Originality/value
This review offers a model providing a comprehensive framework that outlines the various antecedents, outcomes, mediators and moderators of emotional labor and corresponding theories for future research.
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Juan M. Madera, Priyanko Guchait and Mary Dawson
The purpose of this paper is to examine how managers react to sexual harassment as a function of the harasser role that includes a customer as a source of harassment and an…
Abstract
Purpose
The purpose of this paper is to examine how managers react to sexual harassment as a function of the harasser role that includes a customer as a source of harassment and an organization’s climate for sexual harassment.
Design/methodology/approach
Using an experiment with a 2 (harasser role: coworker or customer) × 2 (organizational climate of sexual harassment: tolerates or does not tolerate) between-subjects design, 162 hotel managers were randomly assigned to read one of four conditions.
Findings
Both the harasser role and organization’s climate for sexual harassment influenced the managers’ sexual harassment reactions, specifically whether they label the incident as sexual harassment and attribute responsibility to the organization. The managers’ gender was found to moderate these relationships.
Practical implications
The results underscore the importance of understanding reactions to sexual harassment because, regardless of who harasses (coworker or customer) and the organizational climate (tolerates or does not tolerate sexual harassment), sexual harassment of any form can be harmful for the well-being of hospitality employees. These results also provide educational implications.
Originality/value
This is the first known experimental study to examine how hospitality managers react to sexual harassment when the harasser role includes a customer versus a coworker. The results illustrate that the same sexually harassing behavior was perceived less negatively – in regard to both the labeling and attribution of organizational responsibility – when it was done by a customer than by a coworker.
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Ceridwyn King, Enrique Murillo, Wei Wei, Juan Madera, Michael J. Tews, Aviad A. Israeli and Lu Kong
The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service…
Abstract
Purpose
The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level.
Design/methodology/approach
A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience.
Findings
To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective.
Originality/value
Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.