Attitudinal dimensions of professionalism and service quality efficacy of frontline employees in hotels

International Journal of Hospitality Management

Volumn 41, Issue , 2014, Pages 140-148

  Lee, Kyoung Joo ^a  

^a Gachon University College of Medicine   (South Korea)

Author keywords

Customer orientation; Knowledge; Professionalism; Self efficacy; Self management; Sense of calling

Indexed keywords

EID: 84902598140     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2014.05.015     Document Type: Article

References (41)

1. Akrivos C., Ladkin A., Reklitis P. Hotel managers' career strategies for success. Int. J. Contemp. Hospitality Manage. 2007, 19(2):107-119.
2. Ap J., Wong K.K.F. Case study on tour guiding: professionalism, issues and problems. Tourism Manage. 2001, 22(5):551-563.
3. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. J. Acad. Market. Sci. 1988, 16(1):74-94.
4. Bandura A. Self-efficacy: toward a unifying theory of behavioral change. Psychol. Rev. 1977, 84(2):191-215.
5. Berry L.L., Wall E.A., Carbone L.P. Service clues and customer assessment of the service experience: lessons from marketing. Acad. Manage. Perspect. 2006, 20(2):43-57.
6. Boyt T.E., Lusch R.F., Naylor G. The role of professionalism in determining job satisfaction in professional services: a study of marketing researchers. J. Serv. Res. 2001, 3(4):321-330.
7. Burgess C. Are hotel managers becoming more professional: the case of hotel financial controllers?. Int. J. Contemp. Hospitality Manage. 2011, 23(5):681-695.
8. Castaneda M., Kolenko T.A., Aldag R.J. Self-management perceptions and practices: a structural equations analysis. J. Organ. Behav. 1999, 20(1):101-120.
9. Chalkiti K. Knowledge sharing in dynamic labour environments: insights from Australia. Int. J. Contemp. Hospitality Manage. 2012, 24(4):522-541.
10. Chang S.J., van Witteloostuijn A., Eden L. From the editors: common method variance in international business research. J. Int. Bus. Stud. 2010, 41(2):178-184.
11. Chung K.Y. Hotel management curriculum reform based on required competencies of hotel employees and career success in the hotel industry. Tourism Manage. 2000, 21(5):473-487.
12. Coughlan R. An analysis of professional codes of ethics in the hospitality industry. Int. J. Hospitality Manage. 2001, 20(2):147-162.
13. Crompton R. Professions in the current context. Work Employ. Soc. 1990, 4(5):147-166.
14. Evetts J. The construction of professionalism in new and existing occupational contexts: promoting and facilitating occupational change. Int. J. Sociol. Soc. Policy 2003, 23(4-5):22-35.
15. Evetts J. The sociological analysis of professionalism occupational change in the modern world. Int. Sociol. 2003, 18(2):395-415.
16. Evetts J. A new professionalism? Challenges and opportunities. Curr. Sociol. 2011, 59(4):406-422.
17. Fornell C., Larcker D.F. Structural equation models with unobservable variables and measurement error: algebra and statistics. J. Market. Res. 1981, 18(3):382-388.
18. Fournier V. The appeal to 'professionalism' as a disciplinary mechanism. Sociol. Rev. 1999, 47(2):280-307.
19. Gist M.E., Mitchell T.R. Self-efficacy: a theoretical analysis of its determinants and malleability. Acad. Manage. Rev. 1992, 17(2):183-211.
20. Hagmaier T., Abele A.E. The multidimensionality of calling: conceptualization, measurement and a bicultural perspective. J. Vocat. Behav. 2012, 81(1):39-51.
21. Hall D.T., Chandler D.E. Psychological success: when the career is a calling. J. Organ. Behav. 2005, 26(2):155-176.
22. Hammer D.P. Professional attitudes and behaviors: the "A's and B's" of professionalism. Am. J. Pharm. Educ. 2000, 64(4):455-464.
23. Hussey J., Holden M., Lynch P. A conceptualization of professionalism in tourism. Waterford Institute of Technology, 29th EUROCHRIE Conference 2011, http://repository.wit.ie/1678/.
24. Kim S.S., Chun H., Petrick J.F. Career path profiles of general managers of Korean super deluxe hotels and factors influencing their career development: vocational insights for HTM students and hotel employees. J. Hosp. Leis. Sport Tourism Educ. 2009, 8(2):97-116.
25. Kim T.T., Lee G. Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior. Int. J. Hospitality Manage. 2013, 34(September):324-337.
26. Ko W.H. The relationships among professional competence, job satisfaction and career development confidence for chefs in Taiwan. Int. J. Hospitality Manage. 2012, 31(3):1004-1011.
27. Magnini V.P., Honeycutt E.D. Learning orientation and the hotel expatriate manager experience. Int. J. Hospitality Manage. 2003, 22(3):267-280.
28. Mak A.H.N., Wong K.K.F., Chang R.C.Y. Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau. Tourism Manage. 2011, 32(6):1142-1452.
29. Manz C.C., Sims H.P. Self-management as a substitute for leadership: a social learning theory perspective. Acad. Manage. Rev. 1980, 5(3):361-367.
30. Miner J.B., Crane D.P., Vandenberg R.J. Congruence and fit in professional role motivation theory. Organ. Sci. 1994, 5(1):86-97.
31. Parasuraman A., Zeithaml V.A., Berry L.L. A conceptual model of service quality and its implications for future research. J. Market. 1985, 49(4):41-50.
32. Parkan B. Professionalism: a virtue or estrangement from self-activity?. J. Bus. Ethics 2008, 78(1-2):77-85.
33. Podsakoff P.M., MacKenzie S.B., Lee J.Y., Podsakoff N.P. Common method biases in behavioral research: a critical review of the literature and recommended remedies. J. Appl. Psychol. 2003, 88:879-903.
34. Prussia G.E., Anderson J.S., Manz C.C. Self-leadership and performance outcomes: the mediating influence of self-efficacy. J. Organ. Behav. 1998, 19(5):523-538.
35. Saxe R., Weitz B.A. The SOCO scale: a measure of the customer orientation of salespeople. J. Market. Res. 1982, 19(3):343-351.
36. Sheldon P.J. Professionalism in tourism and hospitality. Ann. Tourism Res. 1989, 16(4):492-503.
37. Skaggs B.C., Youndt M. Strategic positioning, human capital, and performance in service organizations: a customer interaction approach. Strateg. Manage. J. 2004, 25(1):85-99.
38. Stock R.M., Hoyer W.D. An attitude-behavior model of salespeople's customer orientation. J. Acad. Market. Sci. 2005, 33(4):536-552.
39. Vollmer H.M., Mills D.L. Professionalization 1966, Prentice-Hall, Englewood Cliffs, NJ.
40. Wilensky H.L. The professionalization of everyone?. Am. J. Sociol. 1964, 70(September):137-158.
41. Wrzesniewski A., McCauley C., Rozin P., Schwartz B. Jobs, careers, and callings: people's relations to their work. J. Res. Pers. 1997, 31(1):21-33.