The Role of the Employees in the Innovation of the Hotel Enterprises

Resumo

Due to globalization, gaining competitive advantage has become an important problem for all enterprises. Especially hotel enterprises can face with certain problems such as providing similar and easily imitable products and services. Therefore, they are in the need of employees delivering services in such an innovative way that cannot be imitated easily. First in this chapter, the factors affecting the innovative behaviors of employees in hotel enterprises were examined in detail. Second, it was explained how employees’ innovative behaviors, which would bring a significant competitive advantage to hotel enterprises, could shape consumer perceptions and attitudes. Lastly, the matters to be taken into notice by hotel enterprises were mentioned and it was tried to pave the way for future researches so that hotel enterprises can benefit from their employees’ innovative behaviors in a more efficient way.

Biografia do Autor

Bekir Bora DEDEOĞLU, Nevsehir HBV University

Dr. Bekir Bora Dedeoğlu earned a Ph.D. degree from in the Tourism Management department at Akdeniz University and now works in the Tourism Faculty at the Nevşehir Hacı Bektaş Veli University (Turkey). His research interests include destination marketing, destination branding, tourist behavior, and hospitality marketing. He has published articles in the International Journal of Contemporary Hospitality Management, the Journal of Destination Marketing and Management, the International Journal of Hospitality Management, and the Journal of Travel & Tourism Marketing. Dr. Dedeoğlu also serves as reviewer for leading tourism and hospitality journals, such as Tourism Management, Tourism Management Perspectives, and the International Journal of Hospitality Management.

Referências

ALVENSLEBEN, R.; MEIER, T. The influence of origin and variety on consumer perception. Acta Horticulturae, [s. l.], n. 259, p. 151–162, 1990. Disponível em: <https://www.actahort.org/books/259/259_13.htm>. Acesso em: 31 out. 2018.

BARADARANI, S.; KILIC, H. Service innovation in the hotel industry: culture, behavior, performance. The Service Industries Journal, [s. l.], v. 38, n. 13–14, p. 897–924, 2018. Disponível em: <https://www.tandfonline.com/doi/full/10.1080/02642069.2017.1420172>. Acesso em: 31 out. 2018.

BARNEY, J. Firm Resources and Sustained Competitive Advantage. Journal of Management, [s. l.], v. 17, n. 1, p. 99–120, 1991. Disponível em: <http://journals.sagepub.com/doi/10.1177/014920639101700108>. Acesso em: 31 out. 2018.

BEHREND, T. S.; BAKER, B. A.; THOMPSON, L. F. Effects of Pro-Environmental Recruiting Messages: The Role of Organizational Reputation. Journal of Business and Psychology, [s. l.], v. 24, n. 3, p. 341–350, 2009. Disponível em: <http://link.springer.com/10.1007/s10869-009-9112-6>. Acesso em: 31 out. 2018.

BHATTACHARYA, C. B.; KORSCHUN, D.; SEN, S. Strengthening Stakeholder–Company Relationships Through Mutually Beneficial Corporate Social Responsibility Initiatives. Journal of Business Ethics, [s. l.], v. 85, n. S2, p. 257–272, 2009. Disponível em: <http://link.springer.com/10.1007/s10551-008-9730-3>. Acesso em: 31 out. 2018.

BOĞAN, E.; DEDEOĞLU, B. B. The link between perceived corporate social responsibility, commitment to the tourism industry and willingness to recommend the organization. Conference proceedings, 7th Advances in Hospitality, Tourism Marketing & Management (AHTMM) Conference, Famagusta, Cyprus, 10-15 July 2017, [s. l.], p. 120–134, 2017a. a. Disponível em: <https://www.cabdirect.org/cabdirect/abstract/20173341689>. Acesso em: 31 out. 2018.

BOĞAN, E.; DEDEOĞLU, B. B. The Effects of Perceived Behavioral Integrity of Supervisors on Employee Outcomes: Moderating Effects of Tenure. Journal of Hospitality Marketing & Management, [s. l.], v. 26, n. 5, p. 511–531, 2017b. b. Disponível em: <https://www.tandfonline.com/doi/full/10.1080/19368623.2017.1269711>. Acesso em: 31 out. 2018.

BROWN, S. P.; LAM, S. K. A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses. Journal of Retailing, [s. l.], v. 84, n. 3, p. 243–255, 2008. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0022435908000456>. Acesso em: 31 out. 2018.

ÇALIŞKAN, O.; ÜNÜSAN, Ç. Ü. Otel Çalışanlarının Kurumsal Sosyal Sorumluluk Algısının İş Tatmini ve İşte Kalma Niyetine Etkisi. anatoliajournal.com, [s. l.], v. 22, n. 2, p. 154–166, 2011.

CHANG, S.; GONG, Y.; SHUM, C. Promoting innovation in hospitality companies through human resource management practices. International Journal of Hospitality Management, [s. l.], v. 30, n. 4, p. 812–818, 2011. Disponível em: <https://www.sciencedirect.com/science/article/pii/S027843191100003X>. Acesso em: 31 out. 2018.

CHEN, C.-F.; CHEN, F.-S. Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, [s. l.], v. 31, n. 1, p. 29–35, 2010. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0261517709000338>. Acesso em: 31 out. 2018.

CHEN, C.-J.; HUANG, J.-W. Strategic human resource practices and innovation performance — The mediating role of knowledge management capacity. Journal of Business Research, [s. l.], v. 62, n. 1, p. 104–114, 2009. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0148296308000192>. Acesso em: 31 out. 2018.

CHEN, P.; HU, H. How determinant attributes of service quality influence customer‐perceived value. International Journal of Contemporary Hospitality Management, [s. l.], v. 22, n. 4, p. 535–551, 2010. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/09596111011042730>. Acesso em: 31 out. 2018.

CHO, H.-J.; PUCIK, V. Relationship between innovativeness, quality, growth, profitability, and market value. Strategic Management Journal, [s. l.], v. 26, n. 6, p. 555–575, 2005. Disponível em: <http://doi.wiley.com/10.1002/smj.461>. Acesso em: 31 out. 2018.

CHOI, H.; KANDAMPULLY, J. The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm. International Journal of Hospitality Management, [s. l.], 2018. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0278431917303055>. Acesso em: 31 out. 2018.

DAVIDSON, M. C. G. Does organizational climate add to service quality in hotels? International Journal of Contemporary Hospitality Management, [s. l.], v. 15, n. 4, p. 206–213, 2003. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/09596110310475658>. Acesso em: 31 out. 2018.

de BRENTANI, U. Success Factors in Developing New Business Services. European Journal of Marketing, [s. l.], v. 25, n. 2, p. 33–59, 1991.

DEDEOGLU, B. B. et al. The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience. International Journal of Hospitality Management, [s. l.], v. 72, 2018.

DEDEOĞLU, B. B.; BALIKÇIOĞLU, S.; KÜÇÜKERGIN, K. G. The Role of Touristsʼ Value Perceptions in Behavioral Intentions: The Moderating Effect of Gender. Journal of Travel and Tourism Marketing, [s. l.], v. 33, n. 4, 2016.

DEDEOĞLU, B. B.; KÜÇÜKERGIN, K. G.; BALIKÇIOĞLU, S. Understanding the Relationships of Servicescape, Value, Image, Pleasure, and Behavioral Intentions Among Hotel Customers. Journal of Travel & Tourism Marketing, [s. l.], v. 32, n. sup1, p. S42–S61, 2015. Disponível em: <http://www.tandfonline.com/doi/full/10.1080/10548408.2014.982268>. Acesso em: 31 out. 2018.

DEWAR, R. D.; DUTTON, J. E. The Adoption of Radical and Incremental Innovations: An Empirical Analysis. Management Science, [s. l.], v. 32, n. 11, p. 1422–1433, 1986. Disponível em: <http://pubsonline.informs.org/doi/abs/10.1287/mnsc.32.11.1422>. Acesso em: 31 out. 2018.

DEYOUNG, S.; CRANE, F. G. Females’ Attitudes Toward the Portrayal of Women in Advertising: A Canadian Study. International Journal of Advertising, [s. l.], v. 11, n. 3, p. 249–255, 1992. Disponível em: <https://www.tandfonline.com/doi/full/10.1080/02650487.1992.11104499>. Acesso em: 31 out. 2018.

DURNA, U.; DEDEOGLU, B. B.; BALIKÇIOGLU, S. The role of servicescape and image perceptions of customers on behavioral intentions in the hotel industry. International Journal of Contemporary Hospitality Management, [s. l.], v. 27, n. 7, 2015.

FAKEYE, P. C.; CROMPTON, J. L. Image Differences between Prospective, First-Time, and Repeat Visitors to the Lower Rio Grande Valley. Journal of Travel Research, [s. l.], v. 30, n. 2, p. 10–16, 1991. Disponível em: <http://journals.sagepub.com/doi/10.1177/004728759103000202>. Acesso em: 31 out. 2018.

FOMBRUN, C. J. Reputation : realizing value from the corporate image. [s.l.] : Harvard Business School Press, 1995.

GALIA, F.; LEGROS, D. Complementarities between obstacles to innovation: evidence from France. Research Policy, [s. l.], v. 33, n. 8, p. 1185–1199, 2004. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0048733304000952>. Acesso em: 31 out. 2018.

GARTNER, W. C. Image Formation Process. Journal of Travel & Tourism Marketing, [s. l.], v. 2, n. 2–3, p. 191–216, 1994. Disponível em: <http://www.tandfonline.com/doi/abs/10.1300/J073v02n02_12>. Acesso em: 31 out. 2018.

GULLY, S. M. et al. A Mediated Moderation Model of Recruiting Socially and Environmentally Responsible Job Applicants. Personnel Psychology, [s. l.], v. 66, n. 4, p. 935–973, 2013. Disponível em: <http://doi.wiley.com/10.1111/peps.12033>. Acesso em: 31 out. 2018.

GUNN, C. Vacationscape. Bureau of Business Research. Austin, TX: University of Texas, 1972.

HESKETT, J. L.; JONES, T. O.; LOVEMAN, G. W.; SASSER, W. E.; SCHLESINGER, L. A, F. Putting the Service-Profit Chain to Work. Harvard business review, [s. l.], v. 72, n. 2, p. 164–174, 2008. Disponível em: . Acesso em: 31 out. 2018.

HINKIN, T. R.; TRACEY, J. B. The Cost of Turnover. Cornell Hotel and Restaurant Administration Quarterly, [s. l.], v. 41, n. 3, p. 14–21, 2000. Disponível em: <http://journals.sagepub.com/doi/10.1177/001088040004100313>. Acesso em: 31 out. 2018.

HON, A. H. Y.; CHAN, W. W. H.; LU, L. Overcoming work-related stress and promoting employee creativity in hotel industry: The role of task feedback from supervisor. International Journal of Hospitality Management, [s. l.], v. 33, p. 416–424, 2013. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0278431912001442>. Acesso em: 31 out. 2018.

HU, H.-H. (Sunny); KANDAMPULLY, J.; JUWAHEER, T. D. Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, [s. l.], v. 29, n. 2, p. 111–125, 2009. Disponível em: <http://www.tandfonline.com/doi/full/10.1080/02642060802292932>. Acesso em: 31 out. 2018.

JOHNE, A.; STOREY, C. New service development: a review of the literature and annotated bibliography. European Journal of Marketing, [s. l.], v. 32, n. 3/4, p. 184–251, 1998. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/03090569810204526>. Acesso em: 31 out. 2018.

JONES, G. Organizational theory, design, and change: Texts and cases. [s. l.], 2004.

KANDAMPULLY, J.; ZHANG, T.; JAAKKOLA, E. Customer experience management in hospitality. International Journal of Contemporary Hospitality Management, [s. l.], v. 30, n. 1, p. 21–56, 2018. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/IJCHM-10-2015-0549>. Acesso em: 31 out. 2018.

KIM, W. G.; BRYMER, R. A. The effects of ethical leadership on manager job satisfaction, commitment, behavioral outcomes, and firm performance. International Journal of Hospitality Management, [s. l.], v. 30, n. 4, p. 1020–1026, 2011. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0278431911000417>. Acesso em: 31 out. 2018.

KLAGGE, J. The empowerment squeeze ‐ views from the middle management position. Journal of Management Development, [s. l.], v. 17, n. 8, p. 548–558, 1998. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/02621719810228407>. Acesso em: 31 out. 2018.

KÜÇÜKERGIN, K. G.; DEDEOǦLU, B. B. The importance of employee hospitability and perceived price in the hotel industry. Anatolia, [s. l.], v. 25, n. 2, 2014.

KUMAR, V.; PANSARI, A. Competitive Advantage Through Engagement. Journal of Marketing Research, [s. l.], v. 53, n. 4, p. 497–514, 2016. Disponível em: <http://journals.ama.org/doi/10.1509/jmr.15.0044>. Acesso em: 31 out. 2018.

LADO, A. A.; WILSON, M. C. Human Resource Systems and Sustained Competitive Advantage: A Competency-Based Perspective. Academy of Management Review, [s. l.], v. 19, n. 4, p. 699–727, 1994. Disponível em: <http://journals.aom.org/doi/10.5465/amr.1994.9412190216>. Acesso em: 31 out. 2018.

LEE, S.; KIM, D.-Y. The effect of hedonic and utilitarian values on satisfaction and loyalty of Airbnb users. International Journal of Contemporary Hospitality Management, [s. l.], v. 30, n. 3, p. 1332–1351, 2018. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/IJCHM-09-2016-0504>. Acesso em: 31 out. 2018.

LEE, W.-I. et al. African journal of business management. [s.l.] : Academic Journals, 2010. v. 4 Disponível em: <https://academicjournals.org/journal/AJBM/article-abstract/FBAE82522100>. Acesso em: 31 out. 2018.

LI, M.; HSU, C. H. C. A review of employee innovative behavior in services. International Journal of Contemporary Hospitality Management, [s. l.], v. 28, n. 12, p. 2820–2841, 2016. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/IJCHM-04-2015-0214>. Acesso em: 31 out. 2018.

LLORÉNS MONTES, F. J.; RUIZ MORENO, A.; MIGUEL MOLINA FERNÁNDEZ, L. Assessing the organizational climate and contractual relationship for perceptions of support for innovation. International Journal of Manpower, [s. l.], v. 25, n. 2, p. 167–180, 2004. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/01437720410535972>. Acesso em: 31 out. 2018.

MARIA STOCK, R.; JONG, A. De; ZACHARIAS, N. A. Frontline Employees’ Innovative Service Behavior as Key to Customer Loyalty: Insights into FLEs’ Resource Gain Spiral. Journal of Product Innovation Management, [s. l.], v. 34, n. 2, p. 223–245, 2017. Disponível em: <http://doi.wiley.com/10.1111/jpim.12338>. Acesso em: 31 out. 2018.

MIRON, E.; EREZ, M.; NAVEH, E. Do personal characteristics and cultural values that promote innovation, quality, and efficiency compete or complement each other? Journal of Organizational Behavior, [s. l.], v. 25, n. 2, p. 175–199, 2004. Disponível em: <http://doi.wiley.com/10.1002/job.237>. Acesso em: 31 out. 2018.

MURRAY, D. W.; AYOUN, B. M. Hospitality Student Perceptions on the Use of Sustainable Business Practices as a Means of Signaling Attractiveness and Attracting Future Employees. Journal of Human Resources in Hospitality & Tourism, [s. l.], v. 10, n. 1, p. 60–79, 2010. Disponível em: <http://www.tandfonline.com/doi/abs/10.1080/15332845.2010.500211>. Acesso em: 31 out. 2018.

NAGASHIMA, A. A Comparison of Japanese and U. S. Attitudes toward Foreign Products. Journal of Marketing, [s. l.], v. 34, n. 1, p. 68, 1970. Disponível em: <https://www.jstor.org/stable/1250298?origin=crossref>. Acesso em: 31 out. 2018.

NESTLÉ. Nestlé to Use Humanoid Robot to Sell Nescafé in Japan. www.nestle.com, [s. l.], 27 jul. 2016. Disponível em: <https://www.nestle.com/media/news/nestle-humanoid-robot-nescafe-japan>

NG, S.; DAVID, M. E.; DAGGER, T. S. Generating positive word‐of‐mouth in the service experience. Managing Service Quality: An International Journal, [s. l.], v. 21, n. 2, p. 133–151, 2011. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/09604521111113438>. Acesso em: 31 out. 2018.

NIEVES, J.; SEGARRA-CIPRÉS, M. Management innovation in the hotel industry. Tourism Management, [s. l.], v. 46, p. 51–58, 2015. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0261517714001046>. Acesso em: 31 out. 2018.

NIEVES, J.; QUINTANA, A. Human resource practices and innovation in the hotel industry: The mediating role of human capital. Tourism and Hospitality Research, [s. l.], v. 18, n. 1, p. 72–83, 2018. Disponível em: <http://journals.sagepub.com/doi/10.1177/1467358415624137>. Acesso em: 31 out. 2018.

NIJHOF, A.; KRABBENDAM, K.; LOOISE, J. . Innovation through exemptions: building upon the existing creativity of employees. Technovation, [s. l.], v. 22, n. 11, p. 675–683, 2002. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0166497201000888>. Acesso em: 31 out. 2018.

OTTENBACHER, M. C. Innovation Management in the Hospitality Industry: Different Strategies for Achieving Success. Journal of Hospitality & Tourism Research, [s. l.], v. 31, n. 4, p. 431–454, 2007. Disponível em: <http://journals.sagepub.com/doi/10.1177/1096348007302352>. Acesso em: 31 out. 2018.

OTTENBACHER, M.; GNOTH, J. How to Develop Successful Hospitality Innovation. Cornell Hotel and Restaurant Administration Quarterly, [s. l.], v. 46, n. 2, p. 205–222, 2005. Disponível em: <http://journals.sagepub.com/doi/10.1177/0010880404271097>. Acesso em: 31 out. 2018.

OTTENBACHER, M.; GNOTH, J.; JONES, P. Identifying determinants of success in development of new high‐contact services. International Journal of Service Industry Management, [s. l.], v. 17, n. 4, p. 344–363, 2006. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/09564230610680659>. Acesso em: 31 out. 2018.

OTTENBACHER, M.; HARRINGTON, R. J. The innovation development process of Michelin‐starred chefs. International Journal of Contemporary Hospitality Management, [s. l.], v. 19, n. 6, p. 444–460, 2007. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/09596110710775110>. Acesso em: 31 out. 2018.

OTTENBACHER, M.; SHAW, V.; LOCKWOOD, A. An Investigation of the Factors Affecting Innovation Performance in Chain and Independent Hotels. Journal of Quality Assurance in Hospitality & Tourism, [s. l.], v. 6, n. 3–4, p. 113–128, 2006. Disponível em: <http://www.tandfonline.com/doi/abs/10.1300/J162v06n03_07>. Acesso em: 31 out. 2018.

PAPPU, R.; QUESTER, P. G.; COOKSEY, R. W. Country image and consumer-based brand equity: relationships and implications for international marketing. Journal of International Business Studies, [s. l.], v. 38, n. 5, p. 726–745, 2007. Disponível em: <http://link.springer.com/10.1057/palgrave.jibs.8400293>. Acesso em: 31 out. 2018.

PARK, J. et al. Consumers’ Post-adoption of M-services: Interest in Future M-services Based on Consumer Evaluations of Current M-services. Journal of Electronic Commerce Research, [s. l.], v. 12, n. 3, p. 165, 2011.

PARK, S.-Y.; LEE, C.-K.; KIM, H. The influence of corporate social responsibility on travel company employees. International Journal of Contemporary Hospitality Management, [s. l.], v. 30, n. 1, p. 178–196, 2018. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/IJCHM-07-2016-0372>. Acesso em: 31 out. 2018.

PIZAM, A.; TASCI, A. D. A. Experienscape: expanding the concept of servicescape with a multi-stakeholder and multi-disciplinary approach (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management). International Journal of Hospitality Management, [s. l.], 2018. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0278431918305085>. Acesso em: 31 out. 2018.

PORTER, M. The Competitive Advantage of Nations. London: UK: MacMillian, 1990.

RAJAGURU, R.; HASSANLI, N. The role of trip purpose and hotel star rating on guests’ satisfaction and WOM. International Journal of Contemporary Hospitality Management, [s. l.], v. 30, n. 5, p. 2268–2286, 2018. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/IJCHM-01-2017-0044>. Acesso em: 31 out. 2018.

SALEM, I. E.-B. Toward better understanding of knowledge management: Correlation to hotel performance and innovation in five-star chain hotels in Egypt. Tourism and Hospitality Research, [s. l.], v. 14, n. 4, p. 176–196, 2014. Disponível em: <http://journals.sagepub.com/doi/10.1177/1467358414542265>. Acesso em: 31 out. 2018.

SANDVIK, I. L.; DUHAN, D. F.; SANDVIK, K. Innovativeness and Profitability. Cornell Hospitality Quarterly, [s. l.], v. 55, n. 2, p. 165–185, 2014. Disponível em: <http://journals.sagepub.com/doi/10.1177/1938965514520963>. Acesso em: 31 out. 2018.

SCARBROUGH, H. Knowledge management, HRM and the innovation process. International Journal of Manpower, [s. l.], v. 24, n. 5, p. 501–516, 2003. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/01437720310491053>. Acesso em: 31 out. 2018.

SCHUMPETER, J. A. Capitalism, Socialism and Democracy. [s.l.] : Routledge, 2010. Disponível em: <https://www.taylorfrancis.com/books/9780203857090>. Acesso em: 31 out. 2018.

SILVA, J.; DESOCIO, J. T. Meet Wally. The Room Service Robot of the Residence Inn Marriott at LAX. Fox11, [s. l.], 27 jul. 2016. Disponível em: <http://www.foxla.com/news/local-news/meet-wally-the-room-service-robot-of-the-residence-inn-marriott-at-lax>

SIMONS, T. Behavioral Integrity: The Perceived Alignment Between Managers’ Words and Deeds as a Research Focus. Organization Science, [s. l.], v. 13, n. 1, p. 18–35, 2002. Disponível em: <http://pubsonline.informs.org/doi/10.1287/orsc.13.1.18.543>. Acesso em: 31 out. 2018.

SIMONS, T.; HINKIN, T. The Effect of Employee Turnover on Hotel Profits: A Test Across Multiple Hotels. The Cornell Hotel and Restaurant Administration Quarterly, [s. l.], v. 42, n. 4, p. 65–69, 2001. Disponível em: <http://cqx.sagepub.com/cgi/doi/10.1177/0010880401424006>. Acesso em: 31 out. 2018.

SOUDAGAR, R.; IYER, V.; HILDEBRAND, V. The customer experience edge: technology and techniques for delivering an enduring, profitable, and positive experience to your customers. New York: USA: McGraw-Hill, 2012. Disponível em: <https://scholar.google.com.tr/scholar?hl=tr&as_sdt=0%2C5&q=The+customer+experience+edge%3A+technology+and+techniques+for+delivering+an+enduring%2C+profitable%2C+and+positive+experience+to+your+customer&btnG=>. Acesso em: 31 out. 2018.

STAMPER, C. L.; DYNE, L. Van. Work status and organizational citizenship behavior: a field study of restaurant employees. Journal of Organizational Behavior, [s. l.], v. 22, n. 5, p. 517–536, 2001. Disponível em: <http://doi.wiley.com/10.1002/job.100>. Acesso em: 31 out. 2018.

STOCK, R. M.; MERKLE, M. Can Humanoid Service Robots Perform Better Than Service Employees? A Comparison of Innovative Behavior Cues. Hawaii International Conference on System Sciences 2018 (HICSS-51), [s. l.], 2018. Disponível em: <https://aisel.aisnet.org/hicss-51/da/ict_enabled_services/5>. Acesso em: 31 out. 2018.

STRANNEGÅRD, L.; STRANNEGÅRD, M. Works of art: Aesthetic Ambitions in Design Hotels. Annals of Tourism Research, [s. l.], v. 39, n. 4, p. 1995–2012, 2012. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0160738312000990>. Acesso em: 31 out. 2018.

SUBRAMANIAM, M.; YOUNDT, M. A. The Influence of Intellectual Capital on the Types of Innovative Capabilities. Academy of Management Journal, [s. l.], v. 48, n. 3, p. 450–463, 2005. Disponível em: <http://journals.aom.org/doi/10.5465/amj.2005.17407911>. Acesso em: 31 out. 2018.

TAJEDDINI, K.; TRUEMAN, M. Managing Swiss Hospitality: How cultural antecedents of innovation and customer-oriented value systems can influence performance in the hotel industry. International Journal of Hospitality Management, [s. l.], v. 31, n. 4, p. 1119–1129, 2012. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0278431912000138>. Acesso em: 31 out. 2018.

TANKE, M. L. Human Resources Management: For the Hospitality Management. Second ed. New York: USA: Delmar Thomson Learning, 2001.

TURBAN, D. B.; GREENING, D. W. Corporate Social Performance And Organizational Attractiveness To Prospective Employees. Academy of Management Journal, [s. l.], v. 40, n. 3, p. 658–672, 1997. Disponível em: <http://journals.aom.org/doi/10.5465/257057>. Acesso em: 31 out. 2018.

ÜLGEN, H.; MIRZE, K. İşletmelerde Stratejik Yönetim. Ankara, Turkey: Beta Yayıncılık, 2010.

VICTORINO, L. et al. Service innovation and customer choices in the hospitality industry. Managing Service Quality: An International Journal, [s. l.], v. 15, n. 6, p. 555–576, 2005. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/09604520510634023>. Acesso em: 31 out. 2018.

WAGNER, T.; LUTZ, R. J.; WEITZ, B. A. Corporate Hypocrisy: Overcoming the Threat of Inconsistent Corporate Social Responsibility Perceptions. Journal of Marketing, [s. l.], v. 73, n. 6, p. 77–91, 2009. Disponível em: <http://journals.ama.org/doi/abs/10.1509/jmkg.73.6.77>. Acesso em: 31 out. 2018.

WANG, T.-C.; TANG, T.-W.; CHENG, J.-S. Art-oriented model of hotel service innovation. International Journal of Contemporary Hospitality Management, [s. l.], v. 30, n. 1, p. 160–177, 2018. Disponível em: <https://www.emeraldinsight.com/doi/10.1108/IJCHM-02-2016-0059>. Acesso em: 31 out. 2018.

WASMUTH, W. J.; DAVIS, S. W. Managing Employee Turnover. Cornell Hotel and Restaurant Administration Quarterly, [s. l.], v. 23, n. 4, p. 15–22, 1983. Disponível em: <http://journals.sagepub.com/doi/10.1177/001088048302300406>. Acesso em: 31 out. 2018.

WILLIAMS, P.; SOUTAR, G. N. VALUE, SATISFACTION AND BEHAVIORAL INTENTIONS IN AN ADVENTURE TOURISM CONTEXT. Annals of Tourism Research, [s. l.], v. 36, n. 3, p. 413–438, 2009. Disponível em: <https://www.sciencedirect.com/science/article/pii/S0160738309000309>. Acesso em: 31 out. 2018.

WILSON, A. et al. Services marketing : integrating customer focus across the firm. [s.l: s.n.].

KIM, W. G.; JIN-SUN, B.; KIM, H. J. Multidimensional Customer-Based Brand Equity and Its Consequences in Midpriced Hotels. Journal of Hospitality & Tourism Research, [s. l.], v. 32, n. 2, p. 235–254, 2008. Disponível em: <http://journals.sagepub.com/doi/10.1177/1096348007313265>. Acesso em: 31 out. 2018.

XIE, L.; CHEN, C.-C. Hotel loyalty programs: how valuable is valuable enough? International Journal of Contemporary Hospitality Management, [s. l.], v. 26, n. 1, p. 107–129, 2014. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/IJCHM-08-2012-0145>. Acesso em: 31 out. 2018.

YOLAL, M.; CHI, C. G.-Q.; PESÄMAA, O. Examine destination loyalty of first-time and repeat visitors at all-inclusive resorts. International Journal of Contemporary Hospitality Management, [s. l.], v. 29, n. 7, p. 1834–1853, 2017. Disponível em: <http://www.emeraldinsight.com/doi/10.1108/IJCHM-06-2015-0293>. Acesso em: 31 out. 2018.

Publicado
2019-01-15
Seção
REVISÃO DE LITERATURA / THEORETICAL REVIEW / REVISIÓN DE LITERATURA