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Article
Publication date: 20 April 2010

Kalotina Chalkiti and Marianna Sigala

This paper aims to explore the occurrence and implications of staff turnover in the Greek tourism industry as well as looks into the current and future strategies adopted by Greek…

7005

Abstract

Purpose

This paper aims to explore the occurrence and implications of staff turnover in the Greek tourism industry as well as looks into the current and future strategies adopted by Greek enterprises for addressing this unavoidable and unpredictable phenomenon.

Design/methodology/approach

A survey research instrument was distributed both online as well as through e‐mails over a period of four weeks for collecting primary data from a convenience sample of Greek tourism enterprises. This process yielded 63 usable responses.

Findings

The findings revealed that the Greek tourism industry faces similar staff turnover impacts that are also found in other countries. Enterprises reported to experience similar staff turnover levels irrespective of their tourism sector, i.e. travel agents, hotels etc.; staff turnover levels were not found to be homogeneous across organizational hierarchical levels; respondents claimed that staff turnover is mainly instigated by factors that are beyond management control and that staff turnover negatively affects service quality levels, costs and time related to staff recruiting and training, while it enhances idea generation. Strategies reported to be used by the respondents for managing staff turnover demonstrate a shift from people retention strategies to knowledge retention strategies.

Research limitations/implications

The small number of responses suggests that the findings should be treated with caution. New research approaches for studying staff turnover, such as social network analysis, are recommended for future research.

Originality/value

The paper contributes to the international hospitality literature by providing primary data about the level, the type and the consequences of staff turnover in the Greek tourism industry.

Details

International Journal of Contemporary Hospitality Management, vol. 22 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 25 May 2012

Kalotina Chalkiti

The purpose of this research is to understand how knowledge sharing takes place in the dynamic labour environment of Darwin's hospitality industry in the Northern Territory of…

1910

Abstract

Purpose

The purpose of this research is to understand how knowledge sharing takes place in the dynamic labour environment of Darwin's hospitality industry in the Northern Territory of Australia.

Design/methodology/approach

Three hotels, part of the same hotel chain, were used as a case study. Data were acquired through 76 semi‐structured interviews and validated through two focus groups over an eight‐month period.

Findings

The research revealed that organisational and individual factors supported knowledge sharing in the dynamic labour environment of Darwin's hospitality industry. Noteworthy were the participant's attitudes to knowledge sharing as well as the role of social interactions and social networks as they enabled peers to familiarise with one another both professionally and non‐professionally. The product of this familiarity was people knowledge that enabled their adaptation to multiple levels (place, industry, hotels, and peers) and in turn helped them to share knowledge with peers irrespective of labour instability.

Research limitations/implications

The research focused only on one aspect of knowledge management (knowledge sharing) and the front office departments of three hotels located in Darwin, Northern Territory of Australia.

Practical implications

The research provides a knowledge sharing strategy that could help practitioners nurture knowledge sharing in environments of high turnover.

Originality/value

The research contributes to the scant literature available on knowledge sharing strategies in environments of high turnover.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 26 June 2007

Marianna Sigala and Kalotina Chalkiti

The study seeks to examine the transformation of tacit knowledge (TK) into business performance by developing a two‐stage framework involving two processes: TK utilization and…

3293

Abstract

Purpose

The study seeks to examine the transformation of tacit knowledge (TK) into business performance by developing a two‐stage framework involving two processes: TK utilization and externalization.

Design/methodology/approach

Owing to the limited understanding and interest expressed by hotel professionals through a preliminary telephone survey, a mail survey targeting a representative sample of solely four‐ and five‐star hotels was conducted. Still, a small number of responses were gathered, and so additional telephone interviews were also conducted with two hotel managers for gathering more qualitative information.

Findings

Findings revealed an increased unfamiliarity of hotels with TK, which in turn eliminated their activities for externalizing and utilizing TK and enhancing business performance. TK externalization was reported as critically important to be first achieved, as TK utilization builds and uses the potential TK stocks that are created through TK externalization. Respondents also mainly used outcome‐oriented metrics for assessing TK externalization processes, ignoring process‐oriented metrics evaluating the effective implementation of TK processes.

Research limitations/implications

Despite the small number of responses, findings imply an increased urgency to raise industry‐wide awareness regarding the strategic role and importance of TK for improving business performance. However, enabling TK externalization processes are deemed as an essential first step, before establishing infrastructures and providing organizational incentives for motivating TK utilization.

Originality/value

Most studies focus on examining TK's characteristics and its utilization in different business processes, while fewer studies explore TK transformation into enhanced business performance. This study sheds light on such issues by proposing a two‐stage framework showing how to both manage and measure performance of TK utilization and externalization processes for enhancing business performance.

Details

International Journal of Productivity and Performance Management, vol. 56 no. 5/6
Type: Research Article
ISSN: 1741-0401

Keywords

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Book part
Publication date: 2 May 2007

Marianna Sigala and Kalotina Chalkiti

Despite the competitive necessity of New Service Development (NSD), research into NSD and specifically within hospitality is scant. As tourists are becoming more sophisticated and…

Abstract

Despite the competitive necessity of New Service Development (NSD), research into NSD and specifically within hospitality is scant. As tourists are becoming more sophisticated and less loyal, hotels need to continuously innovate to address the dynamically changing tourists’ demands and the fierce competition. This study aims to explore the level, type and processes of NSD efforts that Greek hotels undertake for creating, assessing and further improving their NSD practices. To achieve that, literature on NSD is critically reviewed and expanded. Data from the Greek hotel sector revealed not only that hotels need to substantially increase their NSD activities, but findings also confirmed the fact that, in contrast to manufacturing, NSD in services should consider the ad hoc nature of processes in service development as well as the role and participation of guests and other stakeholders in NS processes.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-506-2

Available. Content available
Book part
Publication date: 2 May 2007

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-506-2

Available. Content available
Article
Publication date: 26 June 2007

Veronica Martinez

513

Abstract

Details

International Journal of Productivity and Performance Management, vol. 56 no. 5/6
Type: Research Article
ISSN: 1741-0401

Available. Content available
Article
Publication date: 16 May 2008

1035

Abstract

Details

Baltic Journal of Management, vol. 3 no. 2
Type: Research Article
ISSN: 1746-5265

Available. Content available
Article
Publication date: 25 May 2012

Fevzi Okumus

197

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 4
Type: Research Article
ISSN: 0959-6119

Available. Content available
Article
Publication date: 20 April 2010

Fevzi Okumus

535

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 22 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 9 November 2015

Susanne Durst, Lena Aggestam and Helio Aisenberg Ferenhof

This paper aims to review research on the topic of knowledge leakage to establish the current body of knowledge and, on this basis, to suggest some promising avenues for future…

1361

Abstract

Purpose

This paper aims to review research on the topic of knowledge leakage to establish the current body of knowledge and, on this basis, to suggest some promising avenues for future research.

Design/methodology/approach

The study consists of a systematic review of 57 refereed empirical articles on knowledge leakage.

Findings

The findings contribute to a more holistic view of the topic and complement the study of knowledge management. Additionally, a conceptual framework is proposed that aims at guiding and informing future research activities.

Research limitations/implications

This study may not have enabled a complete coverage of all empirical articles in the field of knowledge leakage. Yet, based on the chosen research methodology, it seems reasonable to assume that the review process covered a large share of studies available.

Originality/value

To the best of the authors’ knowledge, no systematic literature review on knowledge leakage has previously been published in academic journals.

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