linchi kwok
Does Trust Encourage or Discourage Employees to Share Their Suggestions?
Linchi Kwok | March 1, 2023
By Linchi Kwok The positive effects of employees’ trust in their supervisors have been widely documented, such as job engagement, performance, and organizational citizenship behaviors. Given supervisors’ authority in the workplace, we suspect supervisors would bear a critical role in initiating trusting supervisor-employee relationships. As suggested in the social exchange theory, employees may perceive supervisor trust in them as a kind act by the supervisor and feel obligated to return such a kind act with their trust in supervisor. The Research To examine the relationships among (supervisor) trust in employee, (employee) felt trust...
Hospitality Students Expect a Positive Industry Outlook for 2023
Linchi Kwok | January 17, 2023
By Linchi Kwok It is time to say goodbye to 2022, a year of healing and recovery from the pandemic. A few of our hospitality students weighed their perspectives on the industry’s 2023 outlook. The student profiles Bianca Louise N. Del Castillo, a second-year master’s student and competed in the STR Student Market Analysis Competition. She worked in hotels and travel agencies before joining the program. Brandon J. Oceguera, a first-year student, working in a country club in Orange County (OC). He worked at the OC Fair for the past five years, with a total of seven years of experience. He loved to cook, eat, and golf. Jordan ...
A Call for Industry-Academia Collaboration to Address the Labor Shortage Challenge
Linchi Kwok | July 28, 2022
By Linchi Kwok When the pandemic hit, the hospitality and tourism (H&T) industry immediately responded to the crisis with furloughs and layoffs. It did not take long for the industry to realize that it must deal with the labor shortage challenge. In fact, the labor shortage challenge is not new to the H&T industry, but the “Great Resignation” during the pandemic has worsened the situation. In one of my recent publications in the Journal of Contemporary Hospitality Management, I presented three propositions about the labor shortage issue facing the H&T industry. The paper aims to initiate a conversation between our industr...
Can the Hospitality Industry Recover?
Lex Fuller | June 20, 2022
By Lex Fuller Over the past two years, the hospitality industry has had to make major changes to deal with the many difficulties it has faced due to the COVID-19 pandemic. The most notable hurdle for the hospitality industry has been the labor shortage. With the dangers of COVID-19, it has been increasingly difficult for hotels to find and keep employees, causing the hospitality industry to make adjustments in order to compensate for the loss of on-sight workers. This leaves us with the following question, will the hospitality industry ever go back to the way it was before the pandemic? While things are opening back up after a long batt...
Want to Win in Future Competitions? Invest in Data-Driven Decisions Now
Linchi Kwok | December 23, 2021
By Linchi Kwok Speaking of the permanent changes in the hospitality industry, many people will probably agree that demands for “bleisure”/“work-from-anywhere” travel and contactless self-service will continue to grow in the near future. Not everyone, however, realizes that data-driven decisions will become a key driver for growth in the industry, which has already affected how we do business now. Automatic service enables businesses to capture more operational and consumer data for business decisions One advantage of using automatic service comes from its ability to spontaneously capture and store real-time operat...
Recover 2022! A Holistic Approach Is Needed to Respond to Post-Pandemic Changes
Linchi Kwok | December 21, 2021
By Linchi Kwok The COVID-19 pandemic had no doubt made an unprecedented impact on the hospitality and tourism industry. Yet, some products, such as home-sharing, extended stays, and quick-service restaurants, were able to adapt to the new changes quickly. Hence, they were not affected as much. Others might still need extra time to get back on their feet. It might seem that the global pandemic forced businesses to respond to the new changes in the market, but the truth is COVID-19 just accelerated many of the foreseeable changes we have already expected for the future. The businesses that can navigate through the COVID-19 crisis qu...
What if Labor Shortage Is a Long-Term Threat to the Hospitality and Tourism Industry?
Linchi Kwok | September 27, 2021
By Linchi Kwok The U.S. economy finally shows signs of a strong recovery from the pandemic. Nevertheless, the surging delta variant cases, inflation, and the global supply chain disruption, among other concerns, add considerable uncertainty to the economic outlook. Notably, the hospitality and tourism industry is unlikely to recover any time soon. On the one hand, there is no real sense of recovery until people are traveling for business again. Yet, more companies have postponed the return-to-office plan and let employees continue working from home. On the other hand, the industry is facing an extreme labor shortage that slows do...
Want Your Employees to Voice Suggestions When Customers Treat Them Poorly? The Double-Edged Effects of Felt Trust
Linchi Kwok | August 26, 2021
By Linchi Kwok "The customer is not always right, but your job is never to show them how they're wrong. Your job is to be professional, courteous, accommodating … even (and especially) under stress." — Steve Dorfman, Driven to Excel When consumers know they are always right, they may breed a sense of superiority or entitlement, expecting the frontline employees to comply with any customer behaviors. A report shows that 98% of service employees had experienced unpleasant customer behaviors; over 50% of employees encountered rude customers at least once a week. In a more recent case, a female customer pulled out a gun an...
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