This study explores the snacking experiences of customers with diabetes in the food service industry through the lens of transformative service research (TSR) and nudge theory. Despite the growing importance of inclusive service design, limited research has examined how food service providers address the unique dietary needs of diabetic patrons. By focusing on snacking, a critical component of diabetic health management, this research identifies key perceptions and challenges in diabetic customers’ snacking experiences in various types of food service outlets, revealing barriers to, and opportunities for, improving service provision. Using qualitative data from 22 diabetics, we propose actionable nudges to enhance inclusivity and well-being in terms of snacking provision in the food service industry, with associated implications for the wider hospitality industry. Findings highlight how reimagined service designs, including personalized and healthier snack options, can improve the overall food environment while fostering both customer wellbeing and greater awareness of diabetes as a non-observable disease. This study contributes to hospitality literature by advocating for accessible and health-conscious service innovations that benefit diabetic customers as well as the broader community.
Vesna Milovanović, Mihailo Paunović, Suzana Lazović
et al.
Purpose – The paper aims to highlight the increasing importance of hotel environmental, social, and governance (ESG) performance as a factor of sustainable competitiveness, and to assess convergence, divergence, and trends at the industry level. Methodology – A qualitative content analysis was conducted of the most recent ESG, sustainability, or responsible business reports published by eight major global hotel groups. The sample includes both integrated and franchise-heavy business models, allowing an assessment of the influence of ownership structures on ESG implementation. Findings – The results indicate that there is a profound change in the global hotel industry, where ESG performance is no longer just a side issue, but a key dimension of competitiveness. All examined hotel companies show strong commitment to ESG practices; however, different approaches are noticeable as well as the impact of ownership structure on the ESG performance. Implications – The present work complements the existing and still vague literature on hotel ESG performance by identifying emerging trends in the industry and practices adopted by the global hotel companies. It also reveals possible alternatives to other hotel companies, especially by demonstrating the relation between ownership structure and ESG practices.
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Liudmila A. Ovcharenko, E. A. Panina, E. S. Franchenko
Introduction. Yachting tourism is a promising type of tourism in the Russian Federation, as evidenced by the increased demand for such trips in recent years. In a number of Russian regions, the demand for domestic yachting exceeds supply, which is explained by the still existing difficulties in the development of yachting infrastructure. Recently, there has been a trend of increasing tourist interest in the marine area of the Krasnodar Territory as a promising region in the field of yachting tourism, as well as new Russian territories - Donetsk, Kherson, Zaporozhye regions. This circumstance is due to the trend of strategic development of the Azov-Black Sea coast, namely the construction of marinas, harbor shelters, fuel stations, tourist infrastructure, etc. The yachting infrastructure under construction automatically attracts investors to the tourism sector in the hotel and restaurant sectors, beach, active types of recreation, revives the tourist potential of the territories and contributes to its economic development. Domestic science faces an important task related to the need for scientific and methodological substantiation of promising instruments for the functioning of yacht tourism, the practical implementation of which will ensure the formation of new tourist clusters integrating yacht infrastructure. This will contribute to the compliance of the yacht infrastructure of the Azov-Black Sea coast with the growth rate of tourist interest in this type of tourism, designing a base for promoting new tourist destinations. The purpose of the article is to identify problems and substantiate the prospects for the development of yacht tourism in the Krasnodar Territory and in new Russian territories within the Azov-Black Sea coast, due to the implementation of new investment projects for yacht infrastructure. Materials and Methods. The study is based on data from yacht clubs and companies specializing in servicing, renting yachts, selling yacht equipment and small boats, organizing yacht cruises: "Storm crew", "International Yacht Training Worldwide", "Mediterranean Yacht Charter". A SWOT analysis of the attractiveness of the Krasnodar Territory, new Russian Azov territories for the active development of yacht tourism was conducted, on the basis of which the competitive advantages of the listed territories were identified, contributing to the activation of popularity and improvement of the investment climate in these regions; generalization and description of information obtained empirically, visual presentation of data. Results. The concepts of yacht tourism and yachting have been clarified taking into account existing theoretical approaches and world practice; problems that hinder the development of yacht tourism in the Krasnodar Region and in new Russian territories have been identified; the potential of yacht tourism for the development and promotion of regional branding has been determined; key factors for activating the development of yacht tourism have been listed, which should become an impetus for its promotion to the Russian and international levels in order to give coastal territories a special investment status. Discussion and Conclusion. In Krasnodar Krai and the new Azov regions of Russia, the inefficiency of yacht tourism is associated with the insufficient creation of favorable conditions for investing in the development of this sector, namely, the creation of the necessary infrastructure to satisfy the increased interest of Russians in domestic tourism by reducing the flow of people traveling abroad for the purpose of yachting. The functioning of the yacht charter business is mainly carried out by small and medium-sized businesses, which are financially limited. Therefore, it is necessary to create normally functioning mechanisms of public-private partnership in order to invest in capital-intensive objects of yacht infrastructure, create a professional system for training yacht infrastructure managers, and attract yachtsmen. The tourism sector, including yachting, in the new Russian Azov regions will actively develop as safe and peaceful life is established in these territories. This study can be used to improve and adjust the process of modernization of the yachting industry of the regions, subjects of tourism activities and state regulation of the economic development of the territories.
Atiqah Hafizah Mohd Azlan, Siti Nur Iman Ibrahim, Wan Nor Bayah Wan Kamarudin
et al.
Abstract: In the competitive restaurant industry, especially within casual dining setting, retaining customers retention is fundamental for long-term success. However, as customer preferences and the hospitality landscape change, its becoming more difficult to understand what drives customers to return. This study determines the customers perspectives on how restaurant attributes have signifying the revisit intentions of Malaysian customers, focusing specifically on establishments in Johor. This study highlights how attributes like atmosphere, employee service quality, perceived food quality and menu diversity can expressively enhance customer loyalty. Utilizing a quantitative approach, 386 valid responses were retained through convenience sampling. The findings of this study suggest a strong association between various restaurant attributes and customer revisit intentions within Johor's casual dining establishment. Notably, employee service quality (ESQ) and perceived food quality and menu diversity (PFQMD) emerged as significant attributes that signifying the customers' revisit intention (CRI). The findings highlight the significant of these attributes in encouraging repeat visits and offer practical insights for restaurant operators in Johor to improve their offerings and marketing strategies. Moreover, this study adds to the discussion on customer revisit intention in Malaysia and suggests ways to strengthen customer relationships in the competitive casual dining market.Keywords: Revisit Intention, Casual dining, Restaurant attributes, Customer PerspectivesShort Authors Bio: The first and second authors are final year Hotel Management students, while the third author is an academic specializing in hospitality management, particularly food and beverage service management, with published indexed research articles, conference participation, and leadership of national grants in entrepreneurship education.
Language is a verbal communication tool used by humans to convey ideas and desires. There are four language skills, they are (1) listening, (2) speaking, (3) reading, and (4) writing. French terminology is widely used in tourism and hospitality, especially in the areas of restaurants and kitchens. Examples: à la carte (single menu), gueridon service (chef serving guests cooking in front of guests using a pushcart), banquet, croissant (typical French bread shaped like a crescent moon), baguette (typical French bread shaped like a stick), chef (head cook), and so on. Until this date, France is the ancestor and is famous for its culinary centres and restaurants. A significant problem that needs to be addressed regarding French learning at Politeknik Pariwisata Lombok is the unavailability of A1 level French textbooks on restaurant and kitchen. The French books that are available are general French, while a French textbook specifically for restaurants and kitchens is highly needed. The methodology used in this study is Research and Development (R&D). In the 2022 research, the author has conducted research on analyzing the need for textbooks to be developed. The author analyzed the needs by interviewing four sources, including: students at the Politeknik Pariwisata Lombok, Food and Culinary Arts study program, French lecturers at Universitas Negeri Medan and at Perguruan Tinggi Negeri Pariwisata (PTNP) of the Ministry of Tourism and Creative Economy/Barekraf, and hotel industry based adjunct lecturers at Politeknik Pariwisata Lombok. The author's 2023 research focuses on developing A1 level French textbooks based on the need analysis from the four sources. The data obtained from developing textbooks is in the form of material that can be directly applied in restaurants and in the Politeknik Pariwisata Lombok practical kitchen. The textbook contains simple conversations supported by colorful pictures, YouTube links to watch videos or audio, and four basic language skills and vocabulary practice. The textbook has also been assessed by expert validators from lecturers who teach French in hotels and restaurants. The conclusion of the research and development of A1 level French textbooks on restaurant and kitchen at Politeknik Pariwisata Lombok is that the textbook can be used in two study programs, namely the Food Management and Culinary Arts study programs at Politeknik Pariwisata Lombok
The article is concerned with analyzing the role and importance of innovations in improving the quality of services of a hotel enterprise in the current business environment. The purpose of the article is to summarize scientific and practical approaches to the role and importance of innovations in the modern hospitality industry, to identify problems and determine the priority areas for the use of digital technologies and innovative tools to improve the quality of services of a hotel enterprise. In order to reveal the topic of the study, the author focuses on globalization processes in the field of tourism and the need to take into account the competitive environment in all segments of the hospitality industry as a leading economic sector, where the hotel and restaurant business plays an important role. The differences in certain aspects of the organization and operation of a hotel enterprise are analyzed in accordance with the influence of the external and internal environment, crisis phenomena, periods of uncertainty, etc. The role and importance of innovative technologies for improving the quality of basic, additional and related hotel services in times of crisis, uncertainty and in the direction of development strategy is emphasized. Negative and positive examples of targeted implementation of innovations in infrastructure provision, additional and related types of hotel and restaurant services are studied. The need for further research on the issue of establishing modern vectors of innovative development of hotel enterprises in Ukraine is confirmed by differentiating the role and dynamics of changing emphasis on the priority segmental value of innovations in improving the quality of services of a hotel enterprise at the main levels of management and operation of the institution, taking into account the long-term perspective, in particular during martial law and in the post-war period. However, due to the dynamic challenges of time, this issue remains relevant and requires further systematic detailed analysis of the identified priority areas in the spectrum of research on the impact on the quality of hotel services in the direction of improving various adaptive innovation measures and mechanisms as a result of innovation.
Abstract The article analyzes the state of the hospitality industry in Ukraine and determines the influence of globalization processes on the development of the restaurant business. It is proven that the globalization of the restaurant sector is manifested in: the possibility for restaurant establishments to obtain ingredients for foods and drinks from any corner of the world; opportunities for chefs from different countries to cooperate in order to exchange experience and develop new dishes and drinks; internationalization of food products; dissemination and implementation of production technologies of restaurant establishments both in Ukraine and abroad; development and improvement of the equipment of restaurant establishments; capital investments of domestic and foreign investors in the development of food enterprises; opportunities to pay for raw materials, goods, finished products and services using international currency transactions; availability of information about the menus and services of restaurant industry, that are located in different parts of the world; migration of workers in the restaurant industry thanks to visa-free movement in order to improve their qualification level; execution of production processes and provision of catering services in accordance with international standards.It is noted that the development of hotels and restaurants depends on the stability of the political system in the country. The absence of political crises contributes to the increase in the number of enterprises in the hotel and restaurant industry, the inflow of investments, and the growth of production volumes. Aggravation of the situation leads to opposite processes.
This paper aims to evaluates different opinions to understand what tourist guides of South Africa would like to change about their guiding profession, addresses the challenges they face and what tourist guides should be expected to do. A non-random sample of 320 tourist guides was selected to participate in the study. Both qualitative and quantitative methodologies were used in conjunction for this investigation. An online questionnaire on which open-ended questions were posed to respondents. These responses were then analysed using content
analysis which revealed the changes or improvements the respondents would like to see in the guiding industry to solve challenges facing the guiding industry. Key issues emerged from the study include the demand from tourist
guides to have their industry licensed and regulated, paid better salaries, have regular training and workshops, lastly policing of unregistered and illegal tourist guides. The findings of this research make a contribution to the discourse in the field of tourist guiding in South Africa and internationally. The results of this research, the first of its kind in South Africa and limited internationally support and extend existing knowledge, as well as contribute to the understanding of tourist guiding. This study may assist in enhancing the discourse around the development and amendment of regulatory frameworks governing the guiding industry.
Hospitality industry. Hotels, clubs, restaurants, etc. Food service, Business
Mary Ellen Kimaro, Simon Chiutsi, Jona Heita
et al.
Destination resilience is emerging as an important concept in the tourism management literature. This is because of the recognition that tourism needs strategies to cope with future shocks. The tourism disruptions caused by the
outbreak of the COVID-19 pandemic and the frequent occurrence of climatic disasters globally have made this need more apparent. Against this background, this study sought to analyse the enablers and barriers to tourism destination resilience in a post-Covid-19 Namibia. Data were collected in 2022 in the Erongo Region, which is one of Namibia’s key tourism destinations, and it was also a major Covid-19 pandemic hotspot. A stratified cluster random sampling approach was used to collect data from towns that were grouped into three tourism strata:
Tourism accommodation, tour operators, and tourism-related characteristic industry. The study identified several key enablers for resilience. At the individual level, these enablers include intelligence and academic ability, social
competence, and self-efficacy. For enterprise resilience, the study findings underscored the importance of having management and staff that are imbued with self-determination to adapt, and the skills to deal with future changes,
as well as the ability to collaborate. In terms of community resilience, the important enabling factors were the level of infrastructure construction, access to resources, and the presence of innovative tourism marketing and local people’s traditional environmental knowledge. The major barriers to destination resilience were, namely, unprofessional customer service, lack of security infrastructure, insufficient investment in the sector, high tax on tourism products and lack of proper amenities. Given these findings, this paper contributes to the nascent literature on tourism disaster and crisis management in Namibia. It also draws research attention to the importance of small tourism and hospitality businesses as a pathway to foster more resilient businesses in the face of possible future shocks. The study recommends the establishment of appropriate tourism policies that are pivotal to building destination resilience, building capacity to plan and anticipate future changes and investing in durable infrastructure that can withstand economic disruptions and climate-induced shocks.
Hospitality industry. Hotels, clubs, restaurants, etc. Food service, Business
Ana Jovancai Stakić, Vule Mizdraković, Maja Kljajić
The aim of this research is to analyse credit risk levels of Serbian luxury hotels, before, and during the COVID-19 pandemic. The purpose is to highlight the need for state-supported measures and proactive strategies to ensure financial sustainability and resilience in the luxury hotel industry. A dataset of 192 observations from 2019 to 2021 is employed, using predictive models including the Altman Z'-score, Altman Z''-score, Kralicek DF score, Springate S-score, and Zmijewski X-score, to assess creditworthiness of 64 selected mostly 4-star hotels. Data analysis involved the use of statistical tests such as the Kolmogorov-Smirnov test, Shapiro-Wilk test, and Wilcoxon signed-rank test. All models, except Zmijewski, show statistically significant results. The findings reveal a significant impact of the pandemic on credit risk levels in 2020, followed by positive trends in 2021, indicating successful adaptation and resilience. Policymakers, financial institutions, and hoteliers can use these insights to navigate the post-pandemic era effectively.
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Kanza Armifa Angia Said, Adinda Rabiatuladawiyah, Wira Natalia
et al.
Setiap anak bangsa, tak peduli latar belakang ekonomi, keluarga, serta tempat tinggal, layak untuk diberikan edukasi dan inspirasi terkait dengan bela negara. Hal ini membuat tim pengabdian UPN “Veteran” Jakarta berinisiatif melakukan kegiatan sosialisasi dan bakti sosial kepada anak-anak panti asuhan dalam rangka mewujudkan generasi penerus bangsa yang memiliki kesadaran dan semangat dalam membela negaranya. Sasaran dari kegiatan ini adalah 30 orang anak di Panti Asuhan Kafilul Yatim Nurul Falah. Kegiatan ini terbagi ke dalam tiga tahapan, yaitu tahap perencanaan, pelaksanaan, dan evaluasi. Dari kegiatan yang telah dilakukan, diperoleh hasil bahwa anak-anak dapat memahami apa itu bela negara dan bagaimana cara mengimplementasikannya dalam kehidupan sehari-hari. Selain itu, kegiatan ini menjadikan anak-anak menjadi lebih percaya diri dan membantu mereka dalam berbaur dan mengenal sesama. Ini menunjukkan bahwa kegiatan sosialisasi dan bakti sosial pada panti asuhan dapat membantu menumbuhkan kesadaran dan semangat bela negara melalui pemberian perhatian, kepedulian, dan inspirasi. Mereka juga dapat merasakan rasanya dihargai, memperoleh keterampilan dan peluang di masa depan, serta membangun lingkungan yang positif. Semoga dengan adanya kegiatan ini anak-anak dapat terus tumbuh dan berkembang dengan membawa sikap semangat bela negara di tengah masyarakat.
Kata Kunci: bela negara; sosialisasi; bakti sosial; anak bangsa; panti asuhan
Marketing. Distribution of products, Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Cláudia Helena Nunes Henriques, Fatima Lampreia Carvalho
This paper aims at investigating hospitality employers and employees’ perceptions regarding governmental policies and measures implemented during Covid 19 crisis, in the Algarve, one of the most tourist regions of Portugal. The methodological framework is associated with a case study based on a set of 51 interviews to Algarvean hospitality employers and employees. A content analysis of interviews on the effects of the pandemic on hospitality was carried using the software QSR NVivo 12. Covid 19 employment impacts were considered as ‘very high’ and ‘high’ in the Algarvean hospitality. Portuguese governmental intervention was classified as good, but more support should be enhanced, namely associated with four main policy areas such as ‘income-generating support measures’, ‘cost reductions’, ‘legal framework’, and ‘health and safety’.
Industrial anomaly detection (IAD) is crucial for automating industrial quality inspection. The diversity of the datasets is the foundation for developing comprehensive IAD algorithms. Existing IAD datasets focus on the diversity of data categories, overlooking the diversity of domains within the same data category. In this paper, to bridge this gap, we propose the Aero-engine Blade Anomaly Detection (AeBAD) dataset, consisting of two sub-datasets: the single-blade dataset and the video anomaly detection dataset of blades. Compared to existing datasets, AeBAD has the following two characteristics: 1.) The target samples are not aligned and at different scales. 2.) There is a domain shift between the distribution of normal samples in the test set and the training set, where the domain shifts are mainly caused by the changes in illumination and view. Based on this dataset, we observe that current state-of-the-art (SOTA) IAD methods exhibit limitations when the domain of normal samples in the test set undergoes a shift. To address this issue, we propose a novel method called masked multi-scale reconstruction (MMR), which enhances the model's capacity to deduce causality among patches in normal samples by a masked reconstruction task. MMR achieves superior performance compared to SOTA methods on the AeBAD dataset. Furthermore, MMR achieves competitive performance with SOTA methods to detect the anomalies of different types on the MVTec AD dataset. Code and dataset are available at https://github.com/zhangzilongc/MMR.
Determining industry and product/service codes for a company is an important real-world task and is typically very expensive as it involves manual curation of data about the companies. Building an AI agent that can predict these codes automatically can significantly help reduce costs, and eliminate human biases and errors. However, unavailability of labeled datasets as well as the need for high precision results within the financial domain makes this a challenging problem. In this work, we propose a hierarchical multi-class industry code classifier with a targeted multi-label product/service code classifier leveraging advances in unsupervised representation learning techniques. We demonstrate how a high quality industry and product/service code classification system can be built using extremely limited labeled dataset. We evaluate our approach on a dataset of more than 20,000 companies and achieved a classification accuracy of more than 92\%. Additionally, we also compared our approach with a dataset of 350 manually labeled product/service codes provided by Subject Matter Experts (SMEs) and obtained an accuracy of more than 96\% resulting in real-life adoption within the financial domain.
Online Food Recommendation Service (OFRS) has remarkable spatiotemporal characteristics and the advantage of being able to conveniently satisfy users' needs in a timely manner. There have been a variety of studies that have begun to explore its spatiotemporal properties, but a comprehensive and in-depth analysis of the OFRS spatiotemporal features is yet to be conducted. Therefore, this paper studies the OFRS based on three questions: how spatiotemporal features play a role; why self-attention cannot be used to model the spatiotemporal sequences of OFRS; and how to combine spatiotemporal features to improve the efficiency of OFRS. Firstly, through experimental analysis, we systemically extracted the spatiotemporal features of OFRS, identified the most valuable features and designed an effective combination method. Secondly, we conducted a detailed analysis of the spatiotemporal sequences, which revealed the shortcomings of self-attention in OFRS, and proposed a more optimized spatiotemporal sequence method for replacing self-attention. In addition, we also designed a Dynamic Context Adaptation Model to further improve the efficiency and performance of OFRS. Through the offline experiments on two large datasets and online experiments for a week, the feasibility and superiority of our model were proven.
Dalam industri jasa bidang perhotelan yang diberi label sebagai hospitality industry di dapatkan melalui akomodasi serta food and beverage service. Adanya kemajuan serta kemunduran pada perhotelan yang telah ditentukan dari kedua dalam unsur tersebut.penelitian yang digunakan pada penelitian ini adalah fenomenologi. Fenomenologi, sesuai dengan namanya, adalah ilmu (logos) mengenai sesuatu yang tampak (phenomenon). Lokasi yang digunakan selama penelitian ini berlangsung adalah di The 18th Restaurant di Trans Luxury Bandung. Informan dalam penelitian ini dari Industri. tujuan dari penelitian ini yaitu: Menganalisis pengaruh peran kerja pramusaji The 18th Restaurant dalam meningkatkan pendapatan di Trans Luxury Hotel Bandung, Menganalisis pengaruh efisiensi kerja pramusaji The 18th Restaurant meningkatkan pendapatan di Trans Luxury Hotel Bandung. Peran kerja pramusaji The 18th Restaurant dalam meningkatkan pendapatan di Trans Luxury Hotel Bandung sangat berpengaruh karena menurut Supervisor The 18th Restaurant, pramusaji lah yang melakukan direct approach kepada para tamu di The 18th Restaurant, Semakin efisien seseorang dalam melakukan tugasnya maka dapat dipastikan akan membawa hasil yang memuaskan juga, begitu pula yang terjadi kepada para pramusaji The 18th Restaurant. Menurut supervisor The 18th Restaurant semakin baik atau efisien pramusaji dalam melakukan tugasnya maka keadaan yang tidak diinginkan pun kemungkinan besar tidak terjadi.
Rosa Virginia Kartikarini, Carolina Dindy Dwi Miranti, Rini Budi Setyowati
et al.
Tujuan dari kegiatan ini adalah memberikan produk pedoman membuat bahan mengajar online sebagai upaya untuk membantu pembuatan bahan ajar yang menarik bagi siswa/i ABK. Sasaran partisipan adalah guru SLB yang menangani anak berkebutuhan khusus (ABK) dengan berbagai diagnosis dan kondisi. Partisipan menghadapi kendala yang cukup berarti dalam menjalankan kegiatan belajar mengajar melalui platform online sejak tanggal 15 Maret 2020 sebagai akibat kebijakan penerapan Pembatasan Sosial Berskala Besar (PSBB) karena merebaknya pandemi COVID-19. Berdasarkan hasil asesmen menggunakan metode analisis SWOT (strengths, weaknesses, opportunities, dan threats) didapatkan hasil bahwa guru merasa belum memiliki keterampilan menggunakan software yang dapat dimanfaatkan untuk pembuatan produk belajar. Untuk membantu para guru dalam menyampaikan materi pembelajaran, penting untuk membuat panduan tentang penggunaan software Microsoft PowerPoint. Alat bantu berupa Panduan Membuat Karakter dan Video Animasi Sederhana Menggunakan Microsoft PowerPoint telah membantu para guru untuk lebih siap dan meningkat pengetahuannya dalam membuat materi ajar secara online.
Marketing. Distribution of products, Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Purpose – The purpose of this study is to validate and refine, as appropriate, the Service Orientation
Scale in the unique context of the Canadian lodging sector, while exploring demographic differences
expressed by respondents.
Design – The study is based on Groves’ 34-item service orientation scale developed for the
hospitality industry. Online self-administration questionnaires were completed by 348 hospitality
employees.
Methodology/Approach – Confirmatory factor analysis revealed extensive loading issues in
Groves’ three-factor model, while also surfacing problems with item inclusion in the four-factor
model presented by Kim et al. (2003). Subsequent exploratory factor analysis led to the creation
of an improved 22-item service orientation scale (SOS-22).
Findings – This research significantly refines the multidimensional employee service orientation
scale into a scale that balances the detail of the dimensions with the parsimony of the scale design.
The richness of the construct is maintained as the measures span four dimensions: organizational
support, service under pressure, customer orientation, and customer relations. As recruiting and
retaining employees in the hospitality industry remains a major challenge, the SOS -22 model can
be used to improve employee-organization fit at the recruitment stage and help organizations find
talent that will improve the customer experience and achieve organizational goals.
Originality of the research – The paper demonstrates improved modelling of the service orientation
scale (SOS-22) over past iterations that struggles with replication with results both valid and
reliable. This research uncovers novel results in the lodging sector of the hospitality industry, while
surfacing demographics differences in service orientation, both by gender and job level, missing
from earlier studies.
Hospitality industry. Hotels, clubs, restaurants, etc. Food service