Print ISSN: 2204-1990

Online ISSN: 1323-6903

Keywords : Hotel Industry


Covid-19 Pandemic And The Adversity Of Hotel Industry: Relationship Between Service Guarantees On Service Quality Perception And Consumer Perceived Risk

ADRIE OKTAVIO; ENDO WIJAYA KARTIKA; ZEPLIN JIWA HUSADA TARIGAN; THOMAS STEFANUS KAIHATU

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 5313-5320
DOI: 10.47750/cibg.2021.27.02.539

The impact of the Covid-19 pandemic has been significantly felt by many industries, especially the hotel industry in Indonesia. Declining occupancy had been a significant blow to the industry that also has an impact on the company. Therefore, some policies are taken, such as layoff, temporarily operation suspend, or even permanent termination. Even though the Indonesian government has relaxed its social restriction policy, declining occupancy has still occurred. In other words, consumers are still not sure about the implementation of health protocols in public, including hotels. This study investigates consumer perceived risk influenced by service guarantees and service quality perception during the Covid-19 pandemic condition, retrieving research data from 312 starred-hotel consumers in East Java and Bali provinces. The results showed that service guarantees directly and significantly affect service quality perception and consumer perceived risk. However, service quality perception has a direct effect but not significant on consumer perceived risk.

The Influence of Transformational Leadership and Cross-Cultural Psychological Capital on Turnover Intentions in Hotel Industry

DARIA GOM; LEW TEK-YEW; MARY MONICA JIONY; GEOFFREY HARVEY TANAKINJAL; STEPHEN SONDOH JR

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 4258-4266
DOI: 10.47750/cibg.2021.27.02.450

The study of transformational leadership encompassed many contexts and disciplines and is believed to be the most valuable hotel industry. The impact of perceived transformational leadership and cross-cultural psychological capital on the frontline employee's quit intentions in the Sabahhotel industry was examined in this study. Data were obtained from 162 frontline workers using a purposive sampling method. The relationships in question were tested using "Partial Least Squares-Structural Equation Modelling" (PLS-SEM). The findings demonstrated the positive effect of transformational leadership on cross-cultural psychological capital while having a negative impact on turnover intention. Conversely, however, it appears that cross-cultural psychological capital does not influence turnover intention level. Focused on the theory of Job Demands-Resources and Conservation of Resources, this study adds to the hospitality literature by offering a new theoretical model representing employees' perception of transformational leadership and cross-cultural psychological capital that affects frontline employees' turnover intention. These results have implications for leadership and turnover theory and retention practice, especially in the hotel industry.