https://www.ajol.info/index.php/rhm/issue/feed Research in Hospitality Management 2021-12-28T08:27:46+00:00 Publishing Manager publishing@nisc.co.za Open Journal Systems <p><em>Research in Hospitality Management</em> (RHM) is a peer-reviewed journal publishing articles that make an original contribution to the<br />understanding of hospitality and to the theory and practice of international hospitality management.</p><p>The journal focusses on three main areas:</p><p>(1) “Hospitality (Management) Studies” includes articles related to the study of andthe study for hospitality. The study of hospitality refers to studies about the essence and ethics of hospitality from a social sciencesperspective, while the study for hospitality refers to a more disciplinary approach according to the quintessential managerial areas of Finance, Human Resources, Operations, Marketing &amp; Sales, and Technology;</p><p>(2) “Hospitality Management Education” is devoted to articles about curriculum content and delivery methods for training and educating hospitality managers. Considering the size and scope of the hospitality industry, and the number of staff and students involved, studies on efficient, effective, and innovative ways of developing hospitality competencies are considered indispensable; (3) “Student Research Projects” allows excellent student work to be published. Student work can relate to excellent BA dissertations or MA theses.</p><p>RHM also accommodates short communications, working papers, book reviews, and discussion papers.</p><p>More information for this journal can be found <a href="http://www.nisc.co.za/products/79/journals/research-in-hospitality-management" target="_blank">here</a>. </p> https://www.ajol.info/index.php/rhm/article/view/219245 Sustainability reporting in the hospitality industry 2021-12-22T13:35:56+00:00 Bertille Pommier aagie.engel@gmail.com Agatha M. Engel aagie.engel@gmail.com <p>In 2015, Medrado and Jackson researched corporate non-financial disclosures for the hospitality industry. Their main conclusion was that sustainability reporting in the hospitality and tourism industry is in its infancy. We update and extend this research by using a wider geography and include private, small and medium-sized firms.</p> 2021-12-22T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219256 A review of research about the psychology of hospitality management in three leading hospitality journals 2021-12-28T07:53:03+00:00 Ran Zhang ran.w.zhang@outlook.com Wichard Zwaal ran.w.zhang@outlook.com <p>This article reviewed research articles published in three leading hospitality journals — Cornell Hospitality Quarterly, International Journal of Hospitality Management and Journal of Hospitality and Tourism Research. Sixty published issues (20 issues per journal) with a total of 539 articles were reviewed. The key objective of this review was to identify articles which dealt with the psychology of hospitality management and to analyse key features of those articles. Findings of a content analysis show that approximately 40% of published articles dealt with psychological topics. The most frequently researched psychological issues were clustered into three main categories: customer behaviour, employee behaviour and managerial behaviour. For the analysed psychological articles, most were authored by two or three authors, mostly academics. The most common type of research approach was testing causal models. The majority of articles employed quantitative research designs and analyses. Key implications of this study include the call for stronger diversity in hospitality psychological research and methodological approaches, better linkages between research and practice, as well as the incorporation of hospitality psychology in hospitality management curricula.</p> 2021-12-22T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219257 The future of hospitality jobs: The rise of the gig worker 2021-12-28T07:54:10+00:00 Georges El Hajal georges.el.hajal@nhlstenden.com Bill Rowson georges.el.hajal@nhlstenden.com <p>This review article aims to analyse the different perspectives on the gig economy and gig workers, specifically in the hospitality industry, and establish a research base that contributes to future research. The article examines the perceptions of both employers and employees of the gig economy based on available literature. Current literature reveals that the impact of gig-style work is under-researched in many areas, including the hospitality sector. The COVID-19 pandemic and its restrictions have revitalised the gig economy and forced the hospitality industry to explore a sustainable long-term relationship with it. Many of today’s permanent hospitality jobs will be lost to gig workers. Governments and employers have to prepare and adapt to a future where the desire for flexibility is central. The article reviews the many advantages and disadvantages of the gig economy and offers an insight into the future of hospitality jobs. This review article is beneficial for both industrial and educational applications.</p> 2021-12-22T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219260 From on-site to online collaborative learning 2021-12-28T07:56:54+00:00 Myrthe Busch myrthe.busch@student.nhlstenden.com Jannieke Berg myrthe.busch@student.nhlstenden.com Wichard Zwaal myrthe.busch@student.nhlstenden.com <p>This study aims to determine the impact of switching from on-site to an online education on the collaborative learning experience of third-year students in Hospitality Management. An online survey containing seventeen questions was answered by 90 students. The results show that the students perceive more disadvantages than advantages of the switch from on-site to online education, resulting in 74% qualifying it as a negative experience. Furthermore, overall appreciation was significantly related with impact on study behaviour, like time spent on study, attending classes or asking questions. In order to get a more complete view on how all students perceive and practise online education, further research is recommended on design and delivery of online collaborative learning.</p> 2021-12-22T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219261 Ready for recovery: Hoteliers’ insights into the impact of COVID-19 on the Indian hotel industry 2021-12-28T07:58:34+00:00 Girish K. Nair prof.shaheema@gmail.com Shaheema Hameed prof.shaheema@gmail.com Swati Prasad prof.shaheema@gmail.com <p>This research studies the hotel manager perspective of COVID-19 (the novel coronavirus) on the Indian hotel industry by qualitatively analysing inputs from the human resources department, general management and top management of five-star hotels across India. In doing so, it advances knowledge on the impact of the COVID-19 situation in the domains of human resources (HR), strategy and business operations in the hospitality industry. The study analyses qualitative data collected through online interviews with 17 top-level managers of five-star hotels spread across India. Content analysis is done and the key findings with practical implications have been highlighted. This initial study on the hotel industry in India uncovers how the hoteliers are currently dealing with the pandemic across the country. Findings show that there is a massive negative impact on the Indian hotel industry, in terms of the revenue per available room (RevPAR) and occupancy rates. However, the study also highlights how hoteliers look forward to a phased re-opening of hotels with an increased focus on safety and hygiene after the COVID-19 crisis. The study provides a significant contribution to academic practitioners, hoteliers, and policymakers by examining the future plans in areas of hotels’ HR, strategy and business plans.</p> 2021-12-22T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219312 Customer behaviour in restaurants before and during COVID-19: A study in Vietnam 2021-12-28T07:59:47+00:00 Thao Hoang javed.suleri@nhlstenden.com Javed Suleri javed.suleri@nhlstenden.com <p>The foodservice industry is one of the fastest-growing industries in the world and it contributes to the development of the Vietnamese economy. However, with the appearance of COVID-19, this industry has been affected. The purpose of this study is twofold, to find out if there is a difference in customer behaviour before and during COVID-19, and to determine the most important factor that customers consider before and during their visit to a restaurant. To reach this aim, a quantitative method is conducted together with a snowball, and volunteer sampling method in which 117 people have participated from different age groups. The study found out that layout /design has the biggest influence on customer satisfaction and cleanliness is the factor that guests care about the most when choosing a restaurant to dine out. Additionally, safety regulations affect customer experience and their decision on restaurant selection. Moreover, delivery service is proved to continuously develop after the quarantine starts. Thus, restaurant managers are recommended to pay more attention to the cleanliness and safety regulations of the outlets during COVID-19. Regarding delivery companies, they should have competitive prices to attract more users.</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219313 To act or not to act: Cultural hesitation in the multicultural hospitality workplace 2021-12-28T08:03:44+00:00 Anne Keizer-Remmers anne.keizer@nhlstenden.com Vasilena Ivanova anne.keizer@nhlstenden.com Anja Brandsma-Dieters anne.keizer@nhlstenden.com <p>This article aims to describe the behaviour, feelings and emotions of hospitality professionals regarding the phenomenon of <em>handelingsverlegenheid</em> (which we translate as “awkwardness to act”) in intercultural professional settings. The overall purpose of this study is to understand how middle management employees of the rooms division department of a small-scale commercial learning hotel in Leeuwarden in the Netherlands lead their team in a cross-cultural working environment.<em> Handelingsverlegenheid</em> is strongly related to anxiety/uncertainty management (AUM) theory and implies a professional’s lack of proficiency in responding to a multicultural situation at work. This article describes how hospitality professionals experience this phenomenon. Seven semi-structured interviews were conducted with middle managers who were asked to share their feelings, thoughts and emotions about topics such as cross-cultural communication and leading a diverse team to provide an insight into handelingsverlegenheid and their personal experiences of it. The results suggest that low levels of cultural proficiency and lack of experiences communicating with others from a different culture are the main causes of the manifestation of <em>handelingsverlegenheid</em> in the workplace. Implementation of training to increase cultural sensitivity is important to develop required skills and capabilities of the employees. For further research, it is recommended to broaden the focus on <em>handelingsverlegenheid </em>in staff and guest interactions from one small-scale hotel to different types of hospitality organisations. For management practices, it is recommended to support operational staff and the experiences they have dealing with awkward situations stemming from cross-cultural situations at work.</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219314 Hospitality in a theatre: The role of physical warmth 2021-12-28T08:25:04+00:00 Ruth Pijls r.pijls@saxion.nl Mirjam Galetzka r.pijls@saxion.nl Brenda H Groen r.pijls@saxion.nl Ad T H Pruyn r.pijls@saxion.nl <p>Insight into psychological mechanisms offers service organisations the opportunity to increase their hospitality performance. The present research shows that physical warmth positively contributes to people’s experience of hospitality. In a field experiment among 127 visitors to a theatre, the effects of cold versus hot drinks and furniture on the experience of hospitality were examined using the Experience of Hospitality Scale (EH scale), measuring the three experiential factors of hospitality<em>: inviting, care</em> and <em>comfort</em>. In line with embodiment theory, hot drinks positively influenced the experience of the care factor of hospitality in the theatre foyer by triggering the abstract metaphor of mental warmth. However, warm furniture showed no effect, which supports the assumption that the effects of short- and long-term exposure to physical warmth are different. This study is the first to show a relationship between physically warm objects and the experience of hospitality in a service-oriented environment.</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219335 Identifying the willingness to pay for eco-certified wine by South African consumers: a comparison of biodynamic, fair trade and sustainably produced wines 2021-12-28T08:25:56+00:00 Radu Mihailescu radu.mihailescu@nhlstenden.com Daniel Moscovici radu.mihailescu@nhlstenden.com Jeff Gow radu.mihailescu@nhlstenden.com Adeline Alonso Ugaglia radu.mihailescu@nhlstenden.com Lionel Valenzuela radu.mihailescu@nhlstenden.com Azzurra Rinaldi radu.mihailescu@nhlstenden.com <p>As eco-certified wines are being produced in increasing quantities and varieties, so are the definitions and the labels that accompany them. This has resulted in confusion with regard to what type of eco-certified wines customers prefer and what prices they are prepared to pay for such wines. The purpose of the research is to provide clarity regarding consumer knowledge about eco-certified wines and their preferences for each category as expressed by their willingness to pay (WTP). Specifically, the goal of the research was to identify the willingness to pay for South African eco-certified wine with a focus on three labels: biodynamic, fair trade and sustainable. The methodology used by the study was to identify the willingness to pay for the wines by using contingency valuation modelling. A survey was administered using the Qualtrics platform. It consisted of three sections: the first set of questions included questions about purchasing behaviour and important considerations when buying wine. The second set of questions collected perspectives and opinions about the multiple wine certifications discussed in this article and the third set of questions collected demographic data. The research focused on South African consumers and consisted of 267 respondents. Three WTP models were run separately for biodynamic, fair trade and sustainable wines. The study found that younger individuals with higher incomes, higher levels of education, previous eco-labelled product purchases and better knowledge of eco-certified wines have a positive impact on the WTP. The only exception seems to be the in case of biodynamic wines where previous knowledge of eco-certification has a negative effect on the WTP. The research outcomes provide guidelines to producers, retailers and restaurateurs about their output, marketing and sales<br>efforts towards the ever-growing consumer demand for such wines.</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219315 Digitalisation and temporary agencies: Impact on the business model and internal organisation 2021-12-28T08:06:47+00:00 Stephanie van Oorschot stephanie.van.oorschot@nhlstenden.com <p>This study investigated the potential impact of upcoming technologies on the business model of temporary agencies, as well as the required organisational changes to effectively digitalise. Although this research does not focus on temporary agencies in hospitality specifically, the outcomes underline previous research undertaken by others on the future of hospitality jobs, in which for example artificial intelligence-driven technology is identified as a disruptor in the labour market. For this research, semi-structured interviews were conducted with industry experts and digitalisation experts. The main findings of this study are that technologies like artificial intelligence (AI), the Internet of Things and blockchain will have a large impact on temporary agencies – mostly on back-office processes, which will be made more efficient and less labour intensive. To effectively digitalise, cultural elements are of importance, such as a strong customer centricity and well-defined change management trajectories. Additionally, C-level executives (e.g. CEO, CFO, COO, etc.) diversity, digital savvy and willingness to invest are key elements. The positive effects of digitalisation should be clearly communicated: it will make work more fun, easier, and it will free up time to spend on human contact and teamwork. The key to success is adopting the opportunities that digitalisation brings, but making a difference by building true human connections.</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219316 The value of volunteers in tourism and events: A leadership perspective 2021-12-28T08:08:03+00:00 Henrik Sølvbjerg Pahus hpa@eadania.dk Simon Lind Fischer hpa@eadania.dk Bianca Bradescu hpa@eadania.dk <p>This article is part of a three-year research project on volunteerism and the value for organisations employing volunteers, volunteers themselves and finally the tourists who meet the volunteers in various settings. Employing a mixed methods approach, we conducted a mutual research collaboration between the Danish Destination Management Office (DMO) VisitAarhus and Dania Academy within the Frascati research frame. The focus of this article is on the leaders of the volunteers and how they facilitate the conditions that enable volunteers to create the aforementioned value. This was done through in-depth semi-structured interviews with volunteer leaders from across Europe. We focus specifically on how leaders perceive the volunteers, how they assess the value that the volunteers create and, finally on what motivates the volunteers. The result of this article is a conceptual model that creates insights into the elements that help foster an identity among the volunteers and thereby increases the value that they produce.</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219317 Pragmatic restaurant tipping in star-rated hotels in Kenya 2021-12-28T08:09:19+00:00 Simon O Were sokwachi@mmust.ac.ke Moses N Miricho sokwachi@mmust.ac.ke Vincent N Maranga sokwachi@mmust.ac.ke <p>Tipping can be traced to Tudor England in the sixteenth century. This act transformed into a custom, spreading to many countries. However, tipping is observed differently from one country to the other and thus is not homogeneous from a global perspective. The act of tipping is thought to be motivated by various predictors, which were studied and are thought to influence peoples’ tipping behaviour. They include gender, income level, religion, nationality, hospitality exposure, alcohol consumption and the weather conditions of the day. The study applied a cross-sectional survey design and was carried out in Kenya during from December 2019 to February 2020 in eight star-rated hotels. A questionnaire was applied in this study. The study has results showing that data is distributed close to the mean values. Further, the study results show that the independent variable explains 78.4% of the variability in the tipping practice. Thus the variable of “Patronage frequency” gave the strongest significant and unique contribution in explaining the dependent variable (<em>B</em> = 0.515, Sig. = 0.000, <em>t</em> = 15.363). However, religion gave the weakest unique and non-significant contribution (<em>B</em> = 0.013, Sig. = 0.770, <em>t</em> = 0.293). For hotel restaurants to achieve high levels of tipping, there is a need to adjust these predictors depending on the effect of each on the outcome variable. Thus, the study established a significant relationship between the determinants of tipping and the tipping practices in the sampled star-rated hotels in Kenya.</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219320 Scoff: A History of Food and Class in Britain 2021-12-28T08:10:02+00:00 Conrad Lashley Conradlashley@aol.com <p>No Abstract</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219321 Mindless Eating: Why We Eat More Than We Think 2021-12-28T07:22:54+00:00 Chih-Hsin Chang chih-hsin.chang@student.nhlstenden.com <p>No Abstract</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219323 The Five Dysfunctions of a Team — A Leadership Fable 2021-12-28T08:13:39+00:00 Sophie Laemers sophie.laemers@nhlstenden.com <p>No Abstract</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219325 Corrigendum 2021-12-28T07:33:39+00:00 Publishing Author publishing@nisc.co.za <p>No Abstract</p> 2021-12-28T00:00:00+00:00 Copyright (c) https://www.ajol.info/index.php/rhm/article/view/219326 Statement of Retraction 2021-12-28T07:36:00+00:00 Publishing Author publishing@nisc.co.za <p>No Abstract</p> 2021-12-28T00:00:00+00:00 Copyright (c)