Handbook of Human Resource Management in the Tourism and Hospitality Industries
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Handbook of Human Resource Management in the Tourism and Hospitality Industries

Edited by Ronald J. Burke and Julia C. Hughes

The hospitality and tourism sector is an increasingly significant contributor to GDP worldwide, as well as a key source of employment in developing regions. Drawing on contemporary research, this Handbook provides a provocative review of the major human resource challenges facing the hospitality and tourism sector today.
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Chapter 6: Leadership in hospitality organizations: achieving competitive advantage

Ronald J. Burke

Abstract

This chapter emphasizes the role of leadership in the success of hospitality organizations; why leadership matters; reviews both transformational and transactional leadership; and describes two studies of the potential benefits of servant leadership and empowering leadership. In these studies data were collected from large samples of front-line service workers in four- and five-star hotels in Turkey using questionnaires. Outcome measures included job satisfaction, work engagement, service quality perceptions, affective hotel commitment, engaging in voice behaviors and intent to quit. All measures had been used in previous research and were well validated. Both servant leadership and empowering leadership predicted a majority of the valued work outcomes. Practical implications on increasing both types of leadership are offered.

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