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The importance of empowerment in service industries is recognized by practitioners and scholars in the West but there has been limited investigation of its impact on the willingness of service personnel in a high power-distance culture. This study examines how empowerment can be facilitated in the high power-distance context of China. Regression and path model analysis using a sample of 290 service employees from six 4-star to 5-star hotels in the Macau SAR China indicate that empowerment positively leads to higher service willingness and this relationship is mediated by performance-based rewards, and organizational and supervisor support. These findings have implications for HR managers considering or using empowerment.
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Employees are vital for enhancing customer satisfaction and loyalty in service organizations because their proactive involvement is an essential part of delivering the services offered. With the recent rapid growth of tourism in the Macau SAR, service employee workloads are clearly increasing, and consequently one would expect that the incidence of job burnout is rising. This study uses the well-known Maslach Burnout Inventory (MBI) to investigate the relationship between service employees' burnout and their willingness to deliver quality services. Self-administered questionnaires from 110 operational staff in three hotels in Macau have been analyzed. The results indicate that job burnout reduces staff's willingness to deliver quality services and that this effect is moderated by individual staff's level of affective organizational commitment, and their perceptions of the extent of organizational and supervisor support provided by the organization. Based on these results, practical managerial strategies to improve service performance are identified.
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Purpose – Given the diversity which exists among various groups of consumers, the purpose of this paper is to explore students' consumption of non‐alcoholic beverages in Nigeria. Design/methodology/approach – Three focus groups and 20 in‐depth interviews were conducted with students in three universities located in Lagos, Nigeria. Findings – Initial findings indicate that these students' consumption of non‐alcoholic beverages is influenced in many ways. Nevertheless, the most striking of these influences are found to be convenience of purchase, along with availability, price, health concerns, and culture/social reasons. Originality/value – The main contribution of the study lies in the relevance of segmentation, targeting, and positioning activities of business organisations in respect of marketing of non‐alcoholic beverages. Based on the findings, the empirical study will serve as a valuable input to marketers in their planning, analysis, and implementation of appropriate marketing strategies to students vis‐à‐vis the highlighted influences on their consumption of this category of food. It will thus serve as a tool for creating competitive advantage in this prevailing volatile business environment.
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- Journal Article (3)