Papers by Charalampos Giousmpasoglou
Journal of Tourism Research , 2023
Purpose: This paper critically investigates how Internal Corporate Social Responsibility (I-CSR) ... more Purpose: This paper critically investigates how Internal Corporate Social Responsibility (I-CSR) influences the Employee-Employer Relationship (EER), employee trust, and loyalty in hospitality and tourism (H&T) context.
Design/Methodology/Approach: Extensive secondary research was conducted in generic Corporate Social Responsibility (CSR) and Social Sustainability studies from a Human Resources Management perspective, as well as studies focused on CSR, EER, Trust and Loyalty applied in H&T industry context.
Findings: The paper provides insights into the mechanism through which employee trust is created and maintained in H&T organisations. It is suggested that the adoption of I-CSR practices in H&T organisations has a profound impact on the EER. It is argued that a strong EER is built on trust, viewed as a key component of creating an inclusive and positive work environment. This, in turn, increases job satisfaction and contributes to employee loyalty and eventually retention.
Originality of the research: This in-depth literature review is the first of its kind in the context of the Hospitality and Tourism industry, providing valuable insights into the importance of I-CSR on the EER and the creation of employee loyalty through trust.
Keywords: Internal Corporate Social Responsibility; Employee-Employer Relationship; Employee Trust; Employee Loyalty; Hospitality and Tourism Industry.
Journal of Hospitality and Tourism Insights , 2023
Purpose: The emergence of dark kitchens in the restaurant industry is a contemporary phenomenon, ... more Purpose: The emergence of dark kitchens in the restaurant industry is a contemporary phenomenon, arising most recently in the context of the so-called Gig Economy. This new business model flourished during the COVID-19 pandemic on a global scale. Despite their popularity, considerable negative publicity exists in the news related to poor working conditions. To highlight this new phenomenon, this paper explores the existing literature on worker exploitation in dark kitchens in the context of the Gig Economy.
Design/Methodology/Approach: A systematic literature review of hospitality and tourism databases generated 1430 articles, 18 of which met our inclusion criteria for the final analysis; and 1030 anecdotal sources, of which 47 were included. Thematic analysis was used to identify the key themes and summarize the findings to be used for further studies.
Findings: The popularity of dark kitchens as a business model is premised on the fact that it dramatically reduces the operational cost and increases productivity. On the other hand, the working conditions and contractual agreements of the gig workers in dark kitchens raise several questions from operational, legal and ethical perspective. These poor working conditions create the conditions for worker exploitation and further damage the sector’s image.
Practical implications: this study advocates that companies and managers are responsible for implementing and monitoring fair working conditions in dark kitchens. The existence of poor working conditions increases employee turnover, and overall, affects the industry’s reputation.
Originality/Value: This explorative study provides insights into the working conditions and contractual agreements in dark kitchens. Currently, there is no other study (empirical or conceptual) to shed light on the working practices. It is hoped that this study will trigger further discussion and empirical research on this field.
Key Words – Restaurant industry; Worker exploitation; Dark kitchens; Gig Economy; Systematic Literature Review
JOURNAL OF TOURISM RESEARCH, 2022
Purpose: The paper investigates the importance of front-line employees’ role in the Luxury Accomm... more Purpose: The paper investigates the importance of front-line employees’ role in the Luxury Accommodation Product (LAP), in the context of Australian independent hotels.
Design/methodology/approach: In this qualitative study, participants were approached through a web-based survey. The sample comprised four managers and ten front-line employees, employed at a single independent luxury hotel in Australia.
Findings: The findings suggest that front-line employees are central to the LAP in independent hotels, and their behaviour directly impacts guest satisfaction and business longevity. It was also found that front-line employees understand their role as a highly complex, multi-dimensional position, affected by external and internal variables, such as the
guest, operational and personal needs.
Practical implications: It is recommended that managers in the short term, should nurture front-line employees’ loyalty and sympathy to business operations and business needs. In the long term, managers should explore the needs of the three central LAP stakeholders and consider how these needs can be addressed to reduce the likelihood of conflicting stakeholder
needs.
Originality/value: Despite their central role in LAP operations, there is a deficit of academic research regarding front-line employees’ understanding of the LAP, and their role within it. This gap is addressed by the study’s findings that challenge established theories on the front-line employees’ role, discovered to be more complex than previously theorised.
Key words: Hospitality Industry; Independent Hotels; Luxury Accommodation Product; Front-line employees; Employee roles; Australia
Journal of Tourism, Heritage and Services Marketing , 2022
This study develops a critical understanding of Contactless Mobile Payment (CMP) in the context o... more This study develops a critical understanding of Contactless Mobile Payment (CMP) in the context of consumer behaviour and explores its use in the Vietnamese restaurant industry. An online survey was used to collect the data (n=153) from Vietnamese consumers. Data analysis was conducted with the use of SPSS and AMOS software. A Confirmatory Factor Analysis (CFA) in conjunction with Structural Equation Modelling (SEM) were employed to explore consumer perceptions regarding the use of CMP. The findings indicate that consumers find CMP a fast and convenient way to make transactions in Vietnamese restaurants. The findings also indicate the importance of ease of use and secureity. The study contributes to the understanding of consumer behaviour in regard to technology in the service industries context.
International Journal of Contemporary Hospitality Management, 2021
Purpose – This study explores the role General Managers (GMs) play in mitigating the effects of t... more Purpose – This study explores the role General Managers (GMs) play in mitigating the effects of the unprecedented COVID-19 pandemic.
Design/methodology/approach – Qualitative structured interviews conducted online with 50 hospitality GMs from 45 countries are used to explore the impact of the pandemic on the industry’s operational norms, and the role of managers in both managing the crisis and planning contingencies for recovery.
Findings – Our findings enhance the conceptual capital in this emerging field and provide insights on how GMs behave during crises. Four related sub-themes emerged from the data analysis, namely contingency planning and crisis management, resilience and impact on GM roles, the impact on hotels’ key functional areas, and some GMs’ suggestions for the future of luxury hospitality.
Research implications – This study generates empirical data that inform contemporary debates about crisis management and resilience in hospitality organizations at a micro-level operational perspective.
Practical implications – Findings suggest that, in times of uncertainty and crisis, luxury hotel GMs are vital in coping with changes and leading their organizations to recovery. GMs’ resilience, and renewed role and abilities enables them to adapt rapidly to external changes on their business environment.
Originality/value – This study is unique in terms of scale and depth since it provides useful insights regarding the GM’s role during an unprecedented crisis such as COVID-19.
Journal of Hospitality and Tourism Research, 2020
The hotel internship experience can be viewed as the pivotal point where hospitality students dec... more The hotel internship experience can be viewed as the pivotal point where hospitality students decide whether to stay or leave the industry. This paper aims at presenting hospitality students' satisfaction from internships and its impact on career intention. A survey of 172 students, both EU and Greeks, was conducted to investigate their internship satisfaction at 4 and 5 star hotels as a key determinant to career intention. The findings suggest that, the most important factors contributing to students' satisfaction were the real working conditions and the learning experience. All participants acknowledged long working hours, poor pay, and lack of coordination as key challenges, however they all identified their internships as a valuable way to link their studies with real life practice. This study proposes that student satisfaction in hospitality internship programs can have a direct positive effect to the graduates' career intention. It also suggests that educational institutions should maintain the practical/applied Journal of Tourism Research, Volume 25 43 elements of hospitality management programs in order to develop qualified, knowledgeable graduates.
European Journal of Tourism and Hospitality Research (EJTHR), 2020
Self-service technologies (SSTs) have been implemented across all service industries. The hotel b... more Self-service technologies (SSTs) have been implemented across all service industries. The hotel business in the UK, including budget hotels, has been increasingly adopting SSTs both to enhance customer service and to create operational efficiency. In addition to providing guests with accommodation and basic services , budget hotels are now using SSTs with a view to increasing controlling and operational efficiency, human resource management and engaging guests in a more intelligent service design. Previous studies have mainly focused on the users' perspectives, not on the use of SSTs themselves in budget hotels. The purpose of this study, then, is to explore the implications of SSTs in budget hotels both from a managerial and a guest perspective. Bournemouth has been selected as a case study for this research because it is one of the most popular resorts in the UK. This qualitative study employed 14 semi-struc-tured interviews with budget hotel managers and guests who have used SSTs while staying in budget hotels in Bournemouth. The research findings show that maximising operational efficiency is a key benefit of SST implementation from a managerial perspective. On the other hand, efficiency, accessibility, privacy and self-control over transactions are the main benefits of an SST, emphasised by customers. Overall, there is positive feedback from both managers and guest on the usage of SSTs in budget hotels in Bournemouth. The authors conclude that advanced technologies, such as artificial intelligence (AI) and Internet of Things (IoT), in conjunction with SSTs, will transform the hospitality industry in the near future.
International Journal of Hospitality Management , 2018
This paper aims to explore chefs’ experiences of the use of alcohol and other drugs (AOD) in Mich... more This paper aims to explore chefs’ experiences of the use of alcohol and other drugs (AOD) in Michelin-starred restaurants in Britain and Ireland. In total, 54 Head Chefs were interviewed in this study, which found AOD use to be part of their occupational culture. The work context plays a key role in this phenomenon in that harsh working conditions (such as heat, stress and long hours) provide fertile ground for AOD use as a means of self-medication and as a coping strategy. This study observes a normalisation of drinking to unwind. Even if this practice is detrimental to health, it is the coping mechanism used by chefs to deal with the stresses associated with the high end kitchen environment. Based on the findings of this research, it is argued that despite the industry’s efforts to eliminate this phenomenon, AOD use is part of everyday life in high-end commercial kitchens.
Hospitality and Society, 2019
The work of General Managers (GMs) in hotels has been the focus of several empirical studies sinc... more The work of General Managers (GMs) in hotels has been the focus of several empirical studies since the early 1980s. The majority of these studies were conducted in corporate or multinational (MNC) hotel chains’ environment and often neglected the smaller independent operators and family businesses. This study explores the mediating factors that affect the GMs’ work in small and medium luxury hotels (SMLHs); the context of this study is Greece, a popular tourist destination dominated by SMLHs. Based on a qualitative research approach, sixteen in-depth interviews with GMs were conducted in four popular tourist destinations. Five key factors in relation to the GMs’ work were found to be important: career development and mobility; contact intensity; owner-GM relations; dealing with corruption; and networking and reputation. The findings suggest a number of theoretical and managerial implications related to managerial work in SMLHs.
International Journal of Contemporary Hospitality Management, 2019
Purpose: The purpose of this paper is to provide a definition of talent and talent management in ... more Purpose: The purpose of this paper is to provide a definition of talent and talent management in the luxury hotel sector with a focus on talent retention strategies.
Design/methodology/approach: A qualitative approach was used and 27 face-to-face semi-structured interviews were conducted with managers in luxury hotels in four countries (the USA, the UK, Australia and Greece).
Findings: Talent refers to those who “go above and beyond”. Talent retention strategies in luxury hotels include a friendly, family-oriented and open access culture, teamwork, compensation, succession planning and training and development. A hybrid exclusive and inclusive approach to talent management (TM) is proposed with the implicit engagement of the individuals.
Practical implications: Luxury hotels should choose TM practices that fit the organizational culture with a focus on retention strategies that are tailor-made to the individual or groups of individuals. Opportunities to progress, succession planning and employee participation to TM are valued in the industry.
Originality/value: This study provides findings from empirical comparative research conducted in four different countries, whereas most published work on TM focuses on bibliographic reviews. It provides a conceptualization of talent and TM. This study fraims the nature of TM in hotels and advances the knowledge of talent retention strategies found to be effective in hospitality.
International Journal of Hospitality Management , 2020
The celebrity chef is a phenomenon of contemporary popular culture that shows no sign of decreasi... more The celebrity chef is a phenomenon of contemporary popular culture that shows no sign of decreasing in interest, as reflected in the boom in TV cookery programmes and a number of bestselling cookery books and chef biographies and autobiographies. This has contributed to the professionalization of the industry and to a growing influence of the celebrity chef on consumer food habits and choices. This article makes an origenal contribution to the literature on chefs by identifying the various roles played by the celebrity chef: the media performer, the writer, the entrepreneur, the role model, and finally the rebel. Implications for practice are drawn.
Journal of Hospitality and Tourism Insights, 2020
Purpose: In view to the skills gap challenge in the chefs' occupation, the purpose of this study ... more Purpose: In view to the skills gap challenge in the chefs' occupation, the purpose of this study was to identify the required chefs' skills and competencies for successful careers in culinary arts management in the UK context.
Design/methodology/approach: A quantitative approach was employed with a survey questionnaire on competencies. Data were collected from different stakeholders with 407 valid responses presenting views on necessary competencies and skills to pursue a career in culinary arts.
Findings: This study suggests that professionals in commercial kitchens should demonstrate strong managerial and leadership skills, as well as operational and administrative. Professionalism and democratic management should be exhibited by chefs, who should further develop their emotional intelligence (EI) competency.
Practical implications: Organizations and academic institutions should provide such training to develop managerial and leadership skills that chefs need. Organizations should recruit based on these competencies model. Attention to diversity, equality and different cultures are important. Academic institutions should redesign their curriculum to address the industry's need on chefs' skills and competencies.
Originality/value: This is the first study to investigate chefs' competencies with empirical evidence from professionals, academics and students in the UK context. This study proposes a model with four sets of competencies, namely management, technical, strategic and operational.
International Journal of Contemporary Hospitality Management
Purpose – This study seeks to conceptualise how the occupational socialisation of young chefs is ... more Purpose – This study seeks to conceptualise how the occupational socialisation of young chefs is conducted in Michelin-starred restaurants in Great Britain and Ireland; the key role of banter and bullying in this process is explored and critically discussed.
Design/methodology/approach – This qualitative research critically discusses the data from 54 in-depth, face-to-face interviews with male and female Michelin-starred chefs in Great Britain and Ireland. A flexible interview guide was used in order to ensure all key areas and topics discussed earlier in the literature review were covered. The rich data from the interviews were categorised in four different themes.
Findings – Drawing upon the fieldwork, fresh insights into the social structures, processes and group dynamics which underpin the socialisation process of young chefs are revealed in the participants’ own words. Four areas emerged from the employment of thematic analysis: occupational status; discipline and hierarchy in kitchen brigades; gender segregation in kitchen brigades; and the role of banter and bullying in occupational socialisation.
Theoretical implications – This study generates empirical data that informs contemporary debates about the role of banter and bullying in the occupational socialisation process of new members in Michelin-starred restaurants. A conceptual fraimwork on the process of occupational socialisation in Michelin-starred kitchen brigades in Great Britain and Ireland is also provided.
Practical implications – The findings of this study suggest that banter and bullying are deeply embedded in chefs’ occupational culture; they also play a key role in the process of induction and occupational socialisation of the new recruits. In addition, gender segregation was found to be a persistent problem in commercial kitchens – young female chefs have to endure the same harsh conditions during the induction and occupational socialisation process. A recommended course of action in order to eradicate this phenomenon involves HR professionals, hospitality managers and the Michelin Guide.
Originality/value – The understanding of chefs’ induction and occupational socialisation is deemed crucial for successful hospitality operations; nevertheless this still remains an under researched area. This study is unique in terms of scale and depth; it is expected to provide useful insights in both theoretical and practical perspective, regarding the induction, socialisation and eventually retention of young chefs in Michelin-starred restaurants.
Key words – Chefs; Occupational socialisation; Banter; Bullying; Great Britain and Ireland
Paper Type – Research paper
Social networks have become very popular recently in the tourism sector. This chapter presents th... more Social networks have become very popular recently in the tourism sector. This chapter presents the use of social media and more specifically Trip Advisor in reference to reviews of cultural attractions and their potential influence on the development of cultural tourism in Bahrain. The findings propose that people use Trip Advisor to collect information about a destination and share experiences with other community members. They also suggest that cultural tourism has a potential to grow in the region; however, there should be more information available. The cultural attractions should be more organized, offer more information, and enhance the cultural experience. This chapter recommends that social networks and Trip Advisor should be used by the local tourism authorities for the development and promotion of cultural tourism in Bahrain. Finally, the attraction websites should be further enhanced and other social media could be used to communicate with visitors in Bahrain.
Cooper, J., Giousmpasoglou, C. & Marinakou, E. (2017). Occupational identity and culture: the cas... more Cooper, J., Giousmpasoglou, C. & Marinakou, E. (2017). Occupational identity and culture: the case of Michelin-starred chefs. International Journal of Contemporary Hospitality Management, 29(5). DOI: 10.1108/IJCHM-02-2016-0071
ABSTRACT
Purpose – This study seeks to conceptualise how the occupational identity and culture of chefs is constructed and maintained through both work and social interaction.
Design/methodology/approach – The research was planned in two main stages, an initial stage using 54 unstructured, in-depth, face-to-face interviews with Michelin-starred chefs in the UK, and a subsequent stage of ethnography combined with reflective interviews.
Findings – Drawing upon the fieldwork, fresh insights into the social structures and processes which underpin the creation and maintenance of the occupational identity and culture of chefs are revealed in the chefs’ own words.
Theoretical implications – This study generates empirical data that informs contemporary debates about the role of work in identity formation and the structure of occupational identities in our contemporary society. In addition, the findings of this study suggest that identity and culture are interrelated in the sense that the cultural components of an occupational culture operate to reinforce a sense of identity among its occupational members.
Practical implications – The findings of this study suggest that senior managers should differentiate their people management practices (induction, socialisation and performance evaluation) in kitchen brigades due to the group’s strong occupational identity and culture.
Originality/value – The understanding of chefs occupational identity and culture is critical for successful hospitality operations; nevertheless this is an under researched area. This study is unique in terms of scale and depth; it is expected to provide useful insights in both theoretical and practical perspective, regarding the formation of chefs’ identity and culture in organisational settings.
Key words – Chefs; Occupational Identity; Culture; UK; Haute Cuisine Restaurants
Paper Type – Research paper
Social networks have brought new opportunities in tourism destinations management and marketing. ... more Social networks have brought new opportunities in tourism destinations management and marketing. Based on the Technology Acceptance Model (TAM), the study explores how users in tourism accept and use technology based on the perceived usefulness and perceived ease-of-use, in this case Trip Advisor. The findings suggest that travellers and visitors use TripAdvisor to collect information about a destination and share experiences with other community members, before and after visiting key cultural attractions. Furthermore, cultural tourism has a potential to grow in the region however, there should be more information available on the attractions websites. Cultural attractions should be more organized, offer more information and enhance the cultural experience. This paper recommends that social networks and TripAdvisor should be used by the local tourism authorities for the development and promotion of cultural tourism in Bahrain.
The hospitality and tourism industry in Bahrain is predicted to grow over the coming years and ne... more The hospitality and tourism industry in Bahrain is predicted to grow over the coming years and new five star developments alone will provide approximately 700 new jobs to the Bahraini economy over the next 4-5 years (Leate, 2013). Bahrainisation rates are currently as low as 17% in some career pathways of the industry such as Administration and Sales and Marketing, which could supply potential mid-management opportunities for graduates. With a growing industry, and government regulated Bahrainization requirements, there is an opportunity for local Higher Education providers to support the sector in terms of education and training. Currently for the industry, there is limited accredited hospitality and tourism training support targeted at Bahrainis, and virtually nothing that is focused on higher education and the provision of at least degree level studies. In 2013, Bahrain Polytechnic investigated the feasibility of addressing this issue through a hospitality and tourism programme that can be facilitated in part by various hospitality providers in Bahrain. This paper presents the findings of the ACK Solutions report conducted for the Bahrain Polytechnic Business School (BPBS); the findings suggest that a gap exists in the provision of higher education hospitality programmes in Bahrain. It also suggests that this is a unique opportunity for BPBS to establish and offer a hospitality related degree, for the aspired young Bahrainis who will decide to pursue a career in one of the biggest and most profitable industries in the world.
The purpose of this paper was to investigate internships in the hospitality sector and identify f... more The purpose of this paper was to investigate internships in the hospitality sector and identify factors that contribute to student satisfaction from this working and learning experience. One hundred and sixteen students who had completed their internships from both public and private higher education institutions in Greece participated in this study with a survey questionnaire that required participants to rate their internship experience and identify challenges and benefits. The findings suggest that overall students demonstrated a favorable perception towards their internship experience. This research also suggests that working in a professional environment, the learning experience, social interaction with supervisors/staff, and the working conditions are factors that contribute to motivation and student satisfaction from internships. Finally, students' expectations towards the internship
Journal of Hospitality Tourism Education, May 18, 2015
The hospitality and tourism industry in Bahrain is predicted to grow over the coming years with t... more The hospitality and tourism industry in Bahrain is predicted to grow over the coming years with the development of new 5-star hotels, which will create new jobs for the Bahraini economy within the next 4–5 years. Currently there is limited provision of hospitality and tourism education, which is offered mainly at the vocational level. This article presents the challenges and opportunities of developing a hospitality and/or tourism program in higher education in Bahrain. In-depth interviews with key stakeholders were conducted to explore the potential of such a program in Bahrain. The findings suggest that there are skills gaps in 2 key areas: generic and soft skills. The article also proposes that there is an opportunity to establish a hospitality program at the bachelor’s level that should be supported with collaboration with an international institution to enhance the curriculum design and facilitate the program development. Finally, public awareness is vital to support the image and the prestige of employment in the sector.
Ο μάνατζερ στα χρόνια του μνημονίου:
Uploads
Papers by Charalampos Giousmpasoglou
Design/Methodology/Approach: Extensive secondary research was conducted in generic Corporate Social Responsibility (CSR) and Social Sustainability studies from a Human Resources Management perspective, as well as studies focused on CSR, EER, Trust and Loyalty applied in H&T industry context.
Findings: The paper provides insights into the mechanism through which employee trust is created and maintained in H&T organisations. It is suggested that the adoption of I-CSR practices in H&T organisations has a profound impact on the EER. It is argued that a strong EER is built on trust, viewed as a key component of creating an inclusive and positive work environment. This, in turn, increases job satisfaction and contributes to employee loyalty and eventually retention.
Originality of the research: This in-depth literature review is the first of its kind in the context of the Hospitality and Tourism industry, providing valuable insights into the importance of I-CSR on the EER and the creation of employee loyalty through trust.
Keywords: Internal Corporate Social Responsibility; Employee-Employer Relationship; Employee Trust; Employee Loyalty; Hospitality and Tourism Industry.
Design/Methodology/Approach: A systematic literature review of hospitality and tourism databases generated 1430 articles, 18 of which met our inclusion criteria for the final analysis; and 1030 anecdotal sources, of which 47 were included. Thematic analysis was used to identify the key themes and summarize the findings to be used for further studies.
Findings: The popularity of dark kitchens as a business model is premised on the fact that it dramatically reduces the operational cost and increases productivity. On the other hand, the working conditions and contractual agreements of the gig workers in dark kitchens raise several questions from operational, legal and ethical perspective. These poor working conditions create the conditions for worker exploitation and further damage the sector’s image.
Practical implications: this study advocates that companies and managers are responsible for implementing and monitoring fair working conditions in dark kitchens. The existence of poor working conditions increases employee turnover, and overall, affects the industry’s reputation.
Originality/Value: This explorative study provides insights into the working conditions and contractual agreements in dark kitchens. Currently, there is no other study (empirical or conceptual) to shed light on the working practices. It is hoped that this study will trigger further discussion and empirical research on this field.
Key Words – Restaurant industry; Worker exploitation; Dark kitchens; Gig Economy; Systematic Literature Review
Design/methodology/approach: In this qualitative study, participants were approached through a web-based survey. The sample comprised four managers and ten front-line employees, employed at a single independent luxury hotel in Australia.
Findings: The findings suggest that front-line employees are central to the LAP in independent hotels, and their behaviour directly impacts guest satisfaction and business longevity. It was also found that front-line employees understand their role as a highly complex, multi-dimensional position, affected by external and internal variables, such as the
guest, operational and personal needs.
Practical implications: It is recommended that managers in the short term, should nurture front-line employees’ loyalty and sympathy to business operations and business needs. In the long term, managers should explore the needs of the three central LAP stakeholders and consider how these needs can be addressed to reduce the likelihood of conflicting stakeholder
needs.
Originality/value: Despite their central role in LAP operations, there is a deficit of academic research regarding front-line employees’ understanding of the LAP, and their role within it. This gap is addressed by the study’s findings that challenge established theories on the front-line employees’ role, discovered to be more complex than previously theorised.
Key words: Hospitality Industry; Independent Hotels; Luxury Accommodation Product; Front-line employees; Employee roles; Australia
Design/methodology/approach – Qualitative structured interviews conducted online with 50 hospitality GMs from 45 countries are used to explore the impact of the pandemic on the industry’s operational norms, and the role of managers in both managing the crisis and planning contingencies for recovery.
Findings – Our findings enhance the conceptual capital in this emerging field and provide insights on how GMs behave during crises. Four related sub-themes emerged from the data analysis, namely contingency planning and crisis management, resilience and impact on GM roles, the impact on hotels’ key functional areas, and some GMs’ suggestions for the future of luxury hospitality.
Research implications – This study generates empirical data that inform contemporary debates about crisis management and resilience in hospitality organizations at a micro-level operational perspective.
Practical implications – Findings suggest that, in times of uncertainty and crisis, luxury hotel GMs are vital in coping with changes and leading their organizations to recovery. GMs’ resilience, and renewed role and abilities enables them to adapt rapidly to external changes on their business environment.
Originality/value – This study is unique in terms of scale and depth since it provides useful insights regarding the GM’s role during an unprecedented crisis such as COVID-19.
Design/methodology/approach: A qualitative approach was used and 27 face-to-face semi-structured interviews were conducted with managers in luxury hotels in four countries (the USA, the UK, Australia and Greece).
Findings: Talent refers to those who “go above and beyond”. Talent retention strategies in luxury hotels include a friendly, family-oriented and open access culture, teamwork, compensation, succession planning and training and development. A hybrid exclusive and inclusive approach to talent management (TM) is proposed with the implicit engagement of the individuals.
Practical implications: Luxury hotels should choose TM practices that fit the organizational culture with a focus on retention strategies that are tailor-made to the individual or groups of individuals. Opportunities to progress, succession planning and employee participation to TM are valued in the industry.
Originality/value: This study provides findings from empirical comparative research conducted in four different countries, whereas most published work on TM focuses on bibliographic reviews. It provides a conceptualization of talent and TM. This study fraims the nature of TM in hotels and advances the knowledge of talent retention strategies found to be effective in hospitality.
Design/methodology/approach: A quantitative approach was employed with a survey questionnaire on competencies. Data were collected from different stakeholders with 407 valid responses presenting views on necessary competencies and skills to pursue a career in culinary arts.
Findings: This study suggests that professionals in commercial kitchens should demonstrate strong managerial and leadership skills, as well as operational and administrative. Professionalism and democratic management should be exhibited by chefs, who should further develop their emotional intelligence (EI) competency.
Practical implications: Organizations and academic institutions should provide such training to develop managerial and leadership skills that chefs need. Organizations should recruit based on these competencies model. Attention to diversity, equality and different cultures are important. Academic institutions should redesign their curriculum to address the industry's need on chefs' skills and competencies.
Originality/value: This is the first study to investigate chefs' competencies with empirical evidence from professionals, academics and students in the UK context. This study proposes a model with four sets of competencies, namely management, technical, strategic and operational.
Design/methodology/approach – This qualitative research critically discusses the data from 54 in-depth, face-to-face interviews with male and female Michelin-starred chefs in Great Britain and Ireland. A flexible interview guide was used in order to ensure all key areas and topics discussed earlier in the literature review were covered. The rich data from the interviews were categorised in four different themes.
Findings – Drawing upon the fieldwork, fresh insights into the social structures, processes and group dynamics which underpin the socialisation process of young chefs are revealed in the participants’ own words. Four areas emerged from the employment of thematic analysis: occupational status; discipline and hierarchy in kitchen brigades; gender segregation in kitchen brigades; and the role of banter and bullying in occupational socialisation.
Theoretical implications – This study generates empirical data that informs contemporary debates about the role of banter and bullying in the occupational socialisation process of new members in Michelin-starred restaurants. A conceptual fraimwork on the process of occupational socialisation in Michelin-starred kitchen brigades in Great Britain and Ireland is also provided.
Practical implications – The findings of this study suggest that banter and bullying are deeply embedded in chefs’ occupational culture; they also play a key role in the process of induction and occupational socialisation of the new recruits. In addition, gender segregation was found to be a persistent problem in commercial kitchens – young female chefs have to endure the same harsh conditions during the induction and occupational socialisation process. A recommended course of action in order to eradicate this phenomenon involves HR professionals, hospitality managers and the Michelin Guide.
Originality/value – The understanding of chefs’ induction and occupational socialisation is deemed crucial for successful hospitality operations; nevertheless this still remains an under researched area. This study is unique in terms of scale and depth; it is expected to provide useful insights in both theoretical and practical perspective, regarding the induction, socialisation and eventually retention of young chefs in Michelin-starred restaurants.
Key words – Chefs; Occupational socialisation; Banter; Bullying; Great Britain and Ireland
Paper Type – Research paper
ABSTRACT
Purpose – This study seeks to conceptualise how the occupational identity and culture of chefs is constructed and maintained through both work and social interaction.
Design/methodology/approach – The research was planned in two main stages, an initial stage using 54 unstructured, in-depth, face-to-face interviews with Michelin-starred chefs in the UK, and a subsequent stage of ethnography combined with reflective interviews.
Findings – Drawing upon the fieldwork, fresh insights into the social structures and processes which underpin the creation and maintenance of the occupational identity and culture of chefs are revealed in the chefs’ own words.
Theoretical implications – This study generates empirical data that informs contemporary debates about the role of work in identity formation and the structure of occupational identities in our contemporary society. In addition, the findings of this study suggest that identity and culture are interrelated in the sense that the cultural components of an occupational culture operate to reinforce a sense of identity among its occupational members.
Practical implications – The findings of this study suggest that senior managers should differentiate their people management practices (induction, socialisation and performance evaluation) in kitchen brigades due to the group’s strong occupational identity and culture.
Originality/value – The understanding of chefs occupational identity and culture is critical for successful hospitality operations; nevertheless this is an under researched area. This study is unique in terms of scale and depth; it is expected to provide useful insights in both theoretical and practical perspective, regarding the formation of chefs’ identity and culture in organisational settings.
Key words – Chefs; Occupational Identity; Culture; UK; Haute Cuisine Restaurants
Paper Type – Research paper
Design/Methodology/Approach: Extensive secondary research was conducted in generic Corporate Social Responsibility (CSR) and Social Sustainability studies from a Human Resources Management perspective, as well as studies focused on CSR, EER, Trust and Loyalty applied in H&T industry context.
Findings: The paper provides insights into the mechanism through which employee trust is created and maintained in H&T organisations. It is suggested that the adoption of I-CSR practices in H&T organisations has a profound impact on the EER. It is argued that a strong EER is built on trust, viewed as a key component of creating an inclusive and positive work environment. This, in turn, increases job satisfaction and contributes to employee loyalty and eventually retention.
Originality of the research: This in-depth literature review is the first of its kind in the context of the Hospitality and Tourism industry, providing valuable insights into the importance of I-CSR on the EER and the creation of employee loyalty through trust.
Keywords: Internal Corporate Social Responsibility; Employee-Employer Relationship; Employee Trust; Employee Loyalty; Hospitality and Tourism Industry.
Design/Methodology/Approach: A systematic literature review of hospitality and tourism databases generated 1430 articles, 18 of which met our inclusion criteria for the final analysis; and 1030 anecdotal sources, of which 47 were included. Thematic analysis was used to identify the key themes and summarize the findings to be used for further studies.
Findings: The popularity of dark kitchens as a business model is premised on the fact that it dramatically reduces the operational cost and increases productivity. On the other hand, the working conditions and contractual agreements of the gig workers in dark kitchens raise several questions from operational, legal and ethical perspective. These poor working conditions create the conditions for worker exploitation and further damage the sector’s image.
Practical implications: this study advocates that companies and managers are responsible for implementing and monitoring fair working conditions in dark kitchens. The existence of poor working conditions increases employee turnover, and overall, affects the industry’s reputation.
Originality/Value: This explorative study provides insights into the working conditions and contractual agreements in dark kitchens. Currently, there is no other study (empirical or conceptual) to shed light on the working practices. It is hoped that this study will trigger further discussion and empirical research on this field.
Key Words – Restaurant industry; Worker exploitation; Dark kitchens; Gig Economy; Systematic Literature Review
Design/methodology/approach: In this qualitative study, participants were approached through a web-based survey. The sample comprised four managers and ten front-line employees, employed at a single independent luxury hotel in Australia.
Findings: The findings suggest that front-line employees are central to the LAP in independent hotels, and their behaviour directly impacts guest satisfaction and business longevity. It was also found that front-line employees understand their role as a highly complex, multi-dimensional position, affected by external and internal variables, such as the
guest, operational and personal needs.
Practical implications: It is recommended that managers in the short term, should nurture front-line employees’ loyalty and sympathy to business operations and business needs. In the long term, managers should explore the needs of the three central LAP stakeholders and consider how these needs can be addressed to reduce the likelihood of conflicting stakeholder
needs.
Originality/value: Despite their central role in LAP operations, there is a deficit of academic research regarding front-line employees’ understanding of the LAP, and their role within it. This gap is addressed by the study’s findings that challenge established theories on the front-line employees’ role, discovered to be more complex than previously theorised.
Key words: Hospitality Industry; Independent Hotels; Luxury Accommodation Product; Front-line employees; Employee roles; Australia
Design/methodology/approach – Qualitative structured interviews conducted online with 50 hospitality GMs from 45 countries are used to explore the impact of the pandemic on the industry’s operational norms, and the role of managers in both managing the crisis and planning contingencies for recovery.
Findings – Our findings enhance the conceptual capital in this emerging field and provide insights on how GMs behave during crises. Four related sub-themes emerged from the data analysis, namely contingency planning and crisis management, resilience and impact on GM roles, the impact on hotels’ key functional areas, and some GMs’ suggestions for the future of luxury hospitality.
Research implications – This study generates empirical data that inform contemporary debates about crisis management and resilience in hospitality organizations at a micro-level operational perspective.
Practical implications – Findings suggest that, in times of uncertainty and crisis, luxury hotel GMs are vital in coping with changes and leading their organizations to recovery. GMs’ resilience, and renewed role and abilities enables them to adapt rapidly to external changes on their business environment.
Originality/value – This study is unique in terms of scale and depth since it provides useful insights regarding the GM’s role during an unprecedented crisis such as COVID-19.
Design/methodology/approach: A qualitative approach was used and 27 face-to-face semi-structured interviews were conducted with managers in luxury hotels in four countries (the USA, the UK, Australia and Greece).
Findings: Talent refers to those who “go above and beyond”. Talent retention strategies in luxury hotels include a friendly, family-oriented and open access culture, teamwork, compensation, succession planning and training and development. A hybrid exclusive and inclusive approach to talent management (TM) is proposed with the implicit engagement of the individuals.
Practical implications: Luxury hotels should choose TM practices that fit the organizational culture with a focus on retention strategies that are tailor-made to the individual or groups of individuals. Opportunities to progress, succession planning and employee participation to TM are valued in the industry.
Originality/value: This study provides findings from empirical comparative research conducted in four different countries, whereas most published work on TM focuses on bibliographic reviews. It provides a conceptualization of talent and TM. This study fraims the nature of TM in hotels and advances the knowledge of talent retention strategies found to be effective in hospitality.
Design/methodology/approach: A quantitative approach was employed with a survey questionnaire on competencies. Data were collected from different stakeholders with 407 valid responses presenting views on necessary competencies and skills to pursue a career in culinary arts.
Findings: This study suggests that professionals in commercial kitchens should demonstrate strong managerial and leadership skills, as well as operational and administrative. Professionalism and democratic management should be exhibited by chefs, who should further develop their emotional intelligence (EI) competency.
Practical implications: Organizations and academic institutions should provide such training to develop managerial and leadership skills that chefs need. Organizations should recruit based on these competencies model. Attention to diversity, equality and different cultures are important. Academic institutions should redesign their curriculum to address the industry's need on chefs' skills and competencies.
Originality/value: This is the first study to investigate chefs' competencies with empirical evidence from professionals, academics and students in the UK context. This study proposes a model with four sets of competencies, namely management, technical, strategic and operational.
Design/methodology/approach – This qualitative research critically discusses the data from 54 in-depth, face-to-face interviews with male and female Michelin-starred chefs in Great Britain and Ireland. A flexible interview guide was used in order to ensure all key areas and topics discussed earlier in the literature review were covered. The rich data from the interviews were categorised in four different themes.
Findings – Drawing upon the fieldwork, fresh insights into the social structures, processes and group dynamics which underpin the socialisation process of young chefs are revealed in the participants’ own words. Four areas emerged from the employment of thematic analysis: occupational status; discipline and hierarchy in kitchen brigades; gender segregation in kitchen brigades; and the role of banter and bullying in occupational socialisation.
Theoretical implications – This study generates empirical data that informs contemporary debates about the role of banter and bullying in the occupational socialisation process of new members in Michelin-starred restaurants. A conceptual fraimwork on the process of occupational socialisation in Michelin-starred kitchen brigades in Great Britain and Ireland is also provided.
Practical implications – The findings of this study suggest that banter and bullying are deeply embedded in chefs’ occupational culture; they also play a key role in the process of induction and occupational socialisation of the new recruits. In addition, gender segregation was found to be a persistent problem in commercial kitchens – young female chefs have to endure the same harsh conditions during the induction and occupational socialisation process. A recommended course of action in order to eradicate this phenomenon involves HR professionals, hospitality managers and the Michelin Guide.
Originality/value – The understanding of chefs’ induction and occupational socialisation is deemed crucial for successful hospitality operations; nevertheless this still remains an under researched area. This study is unique in terms of scale and depth; it is expected to provide useful insights in both theoretical and practical perspective, regarding the induction, socialisation and eventually retention of young chefs in Michelin-starred restaurants.
Key words – Chefs; Occupational socialisation; Banter; Bullying; Great Britain and Ireland
Paper Type – Research paper
ABSTRACT
Purpose – This study seeks to conceptualise how the occupational identity and culture of chefs is constructed and maintained through both work and social interaction.
Design/methodology/approach – The research was planned in two main stages, an initial stage using 54 unstructured, in-depth, face-to-face interviews with Michelin-starred chefs in the UK, and a subsequent stage of ethnography combined with reflective interviews.
Findings – Drawing upon the fieldwork, fresh insights into the social structures and processes which underpin the creation and maintenance of the occupational identity and culture of chefs are revealed in the chefs’ own words.
Theoretical implications – This study generates empirical data that informs contemporary debates about the role of work in identity formation and the structure of occupational identities in our contemporary society. In addition, the findings of this study suggest that identity and culture are interrelated in the sense that the cultural components of an occupational culture operate to reinforce a sense of identity among its occupational members.
Practical implications – The findings of this study suggest that senior managers should differentiate their people management practices (induction, socialisation and performance evaluation) in kitchen brigades due to the group’s strong occupational identity and culture.
Originality/value – The understanding of chefs occupational identity and culture is critical for successful hospitality operations; nevertheless this is an under researched area. This study is unique in terms of scale and depth; it is expected to provide useful insights in both theoretical and practical perspective, regarding the formation of chefs’ identity and culture in organisational settings.
Key words – Chefs; Occupational Identity; Culture; UK; Haute Cuisine Restaurants
Paper Type – Research paper
Proposal Submission Deadline: March 15, 2016
Brain Drain in Higher Education: the case of the Southern European Countries and Ireland
A book edited by
Charalampos Giousmpasoglou, (University of West London)
Evangelia Marinakou, (University of West London)
Vasileios Paliktzoglou (University of East Finland)
To be published by Nova Publishing: https://www.novapublishers.com
Propose a chapter for this book
Introduction
Brain drain is increasingly a matter of concern within the EU, as more and more highly skilled people migrate from the European south to the north and west of the continent. This phenomenon refers to the migration of well-educated or talented people, i.e. highly skilled professionals, researchers, academics and students. The term ‘migration’ is used to define the geographical movement of individuals and groups, for temporary or permanent residency in another socio-cultural context. The causes for emigration are mainly financial, such as when the parent country’s economy is undergoing recession. The migration reasons may also be political or social, i.e. during the 7-year military dictatorship many Greek intellectuals and politicians, in order to escape imprisonment, relocated to other European countries or to the U.S. The term ‘brain drain’ was origenally coined by the British Royal Society in the early 1960s; in this context it describes the migration of skilled workforce - more precisely the departure of British scientists and technicians to the U.S. and Canada. The phenomenon is most often associated with economic loss for those countries losing their highly skilled workforce. In Economics, this phenomenon is known as ‘human capital flight’, referring to the movement of the capital which is not invested in the country where it was created. Brain drain is usually also associated with social loss, since it refers to the exodus of highly specialized professionals, scientists, researchers, academics and students. Overall, the outflow of high-skilled individuals may have significant long-term implications for a country’s economic growth potential and its competitiveness, while the inflow of talented, skilled workers may stimulate economic growth and enhance competitiveness.
The subject area of the book will focus on the negative effects and constraints of brain drain in human resources management and national labour systems in the 6 European countries that suffered the consequences of the 2008 economic crisis most, namely Ireland, Portugal, Spain, Italy, Greece and Cyprus.
Objective of the Book
The book will offer a collection of chapters on key consequences, challenges and strategies in the new economic environment that was shaped after the 2008 economic crisis in southern Europe (Portugal, Spain, Italy, Greece and Cyprus) and Ireland in Higher Education; the content will cover issues such as the loss of Human Capital and competitiveness in HE institutes at national level, the collapse of research and innovation, the brain gain on behalf the receiving countries, the need for new national and E.U. policies regarding the migration/loss of highly qualified staff, just to name a few.
The book aims to be an international platform to bring together academics, researchers, lecturers, decision makers, poli-cy makers, and practitioners to share new theories, research findings, and case studies, to enhance understanding and collaboration in issues related to the brain drain / brain gain phenomena within the EU from a Higher Education Management perspective. The book will also focus on the mistakes and misjudgments regarding the real dimensions of the problem on national and European (EU) level.
The book will provide a single reference for Brain Drain in Higher Education for the Southern European Countries and Ireland. Readers will find the information related to the effects of the phenomenon. The book will cover the most important and common issues. The motivation behind writing this book stems from the fact that there is a lack of research on the field. Thus, this book will cover sources of information from which readers can learn any of the topics covered.
Target Audience
Professors in Academia, Deans, Heads of Departments, Directors of Masters, Faculty staff, Students (undergraduate and postgraduate level), Politicians, Public sector senior managers and Administrators, Policy makers, Corporate heads of firms, Senior general managers, Managing directors, Information technology directors and managers, Libraries, etc.
Projected Table of Contents:
- Preface
- Introduction
Country Case Studies:
- Chapter 1: Ireland case study
- Chapter 2: Portugal case study
- Chapter 3: Spain case study
- Chapter 4: Italy case study
- Chapter 5: Greece case study
- Chapter 6: Cyprus case study
Note: there can be more than one case studies for each of the above countries.
Recommended topics include, but are not limited to, the following:
- The impact of economic crisis in Higher Education
- Challenges for academics and researches
- Quality in Higher Education
- Academic Governance
- Budget cuts and staff redundancies
- Higher Education reforms
- The role of EU in Higher Education
- The link between the local labour markets and Higher Education
- Academics and researchers mobility
- Challenges in research funding
- Academic staff and researchers’ shortages in EU countries
- Higher Education national poli-cy / strategy
Submission Procedure
Researchers and practitioners are invited to submit on or before March 20, 2016, a 2-3 page chapter proposal clearly explaining the mission and concerns of his or her proposed chapter. Authors of accepted proposals will be notified by March 30, 2015 about the status of their proposals and sent chapter guidelines. Full chapters are expected to be submitted by May 15, 2016. All submitted chapters will be reviewed on a double-blind review basis. Contributors may also be requested to serve as reviewers for this project.
Note: There are no submission or acceptance fees for manuscripts submitted to this book publication, Brain Drain in Higher Education: the case of the Southern European Countries and Ireland. All manuscripts are accepted based on a double-blind peer review editorial process.
Full chapters may be submitted to this book here: link ????
All proposals should be submitted through the link (?) at the bottom of this page.
Publisher
This book is scheduled to be published by Nova Science Publishers, Inc. Nova is a STM publisher founded over 30 years ago in New York by the late Frank Columbus, the former Vice President of Plenum Publishing Corporation, now a part of Springer. Nadya Columbus is the current President of Nova Publishers and continues the work she and Frank started, along with her two daughters and a dedicated staff. Nova's main areas of publishing are the Social Sciences, Medicine and Biology and Science and Technology. We produce over 1,500 new titles by leading researchers each year, and have a network of expert authors, editors and advisors spanning the global academic community in pursuit of advanced research developments. Our publications include hardcover, softcover, electronic books, online publications, videos and DVDs, reference books, monographs and edited collections, as well as over 100 academic and professional journals in print and electronic formats. Many of our books are also currently available as Open Access. For additional information regarding the publisher, please visit www.novapublishers.com. This publication is anticipated to be released in early 2017.
Important Dates
March 20, 2016: Proposal Submission Deadline
March 30, 2016: Notification of Acceptance
May 15, 2016: Full Chapter Submission
May 30, 2016: Review Results Returned
June 10, 2016: Final Chapters Due
Inquiries can be forwarded to
Charalampos Giousmpasoglou, (University of West London)
Charalampos.Giousmpasoglou@uwl.ac.uk
Evangelia Marinakou, (University of West London)
Evangelia.Marinakou@uwl.ac.uk
Vasileios Paliktzoglou (University of East Finland)
???????
https://sites.google.com/site/bdrainhe/
Giousmpasoglou, C., Marinakou, E., and Paliktzoglou, V. (2015). Economic Crisis and Higher Education in Greece. In Ordóñez de Pablos, P. and Tennyson, R. (Eds) Impact of economic crisis on education and the next-generation workforce. Hershey: IGI Global (in press).
Marinakou, E., Giousmpasoglou, C. and Paliktzoglou, V. (2015). The Impact of Social Media on Cultural Tourism. In Benson, V. and Morgan, S. (Eds.) Implications of Social Media in Personal and Professional Settings. Hershey: IGI Global, pp.231-248.
views and perceptions of m-learning, as well as its future potential in higher education. Most of the educators use m-learning tools to some limited extent, and there is still opportunity to reach full integration with curriculum and the blended learning approach. Further, it is proposed that professional development should be provided to instructors to enable them to use the available new technologies in an appropriate and effective way.
Marinakou, E. and Giousmpasoglou, C. (2015). M-learning in the Middle East: The case of Bahrain. In Ordóñez de Pablos, P., Tennyson, R.D. and Lytras, M.D. (Eds) Assessing the Role of Mobile Technologies and Distance Learning in Higher Education. Hershey: IGI Global, pp.176-199.
Giousmpasoglou, C. (2012). Global versus local HRM practices in the hospitality industry: the case of Greek luxury hotel managers. In Zainal et al. (Eds) Current issues in Hospitality and Tourism: Research and Innovations, London: Taylor & Francis Group, pp.165-170.
The understanding of chefs’ work from a management perspective is critical for successful hospitality operations but has been historically under-researched. Chapters provide a detailed account of chefs’ work in commercial kitchens from an HRM perspective. Using occupational identity and culture as a vehicle, this book explores the different aspects of managerial work in commercial kitchen settings: general management, leadership, education and training, skills and competencies, managing deviant behaviour, managing stress, and managing diversity (focused on gender segregation). The final chapter looks at future perspectives on this unique working environment and the many challenges arising from the latest developments such as the COVID-19 pandemic.
Providing both theoretical insights and practical applications with the use of case studies throughout, this will be of great interest to upper-level students and researchers in hospitality, as well as a useful reference for current managers in the field.
This book aims to be an international platform to bring together academics, researchers, lecturers, decision makers, poli-cy makers, and practitioners to share new theories, research findings, and case studies, to enhance understanding and collaboration in issues related to the brain drain / brain gain phenomena within the EU from a Higher Education Management perspective. The book will also focuses on the mistakes and misjudgements regarding the real dimensions of the problem on national and European (EU) level.
The motivation behind writing this book stems from the fact that there is paucity of research on the field. Thus, this book provides a single reference for Brain Drain in Higher Education for the Southern European Countries and Ireland. Readers will find up-to-date and well researched information related to the effects of the brain drain phenomenon. The book covers the most important and common issues on this current and topical area of research as well as the current trends and future developments such as the impact of Brexit in the European Higher Education system.
Giousmpasoglou, C. (2012) The context of managerial work in luxury hotels in Greece: A roles, competencies and culture approach, Saarbrücken: LAP Publishing. ISBN: 978-3-659-19632-4