Kent Murrmann - Academia.edu (original) (raw)

Papers by Kent Murrmann

... to Ms. Barbara Macri for her help in making revisions and comments on my dissertation. Last, ... more ... to Ms. Barbara Macri for her help in making revisions and comments on my dissertation. Last, but never the least, I am fortunate to be the son of my parents, Yung-Tzu Yen and Li-Ying Chen, and the brother of my sister, Dr. Wan-Ju Yen. Thank you for supporting me all ...

Administrator's Notebook, 1982

Journal of Hospitality Marketing & Management, Jan 12, 2010

This article identifies the impact of interpersonal working relationships on employees' ... more This article identifies the impact of interpersonal working relationships on employees' justice perceptions and the effects of those perceptions on employees' turnover intentions. LISREL results indicated that distributive justice was negatively related to turnover intentions, and ...

Journal of Hospitality & Tourism Research, Aug 1, 1999

The present study explored the relationship between cultural norms and customers’ expectations fo... more The present study explored the relationship between cultural norms and customers’ expectations for service by means of a pancultural factor model of restaurant service expectations. A survey instrument was developed in a three-stage process using input generated from focus groups in both the United States and Hong Kong. The service encounter was the level of measure and the instrument emphasized the behavioral components of service. Data were collected from comparable samples in the United States and Hong Kong. A six-dimensional model of service expectations was generated. Subsequent analyses indicated that the two groups differed significantly in their assessments of importance for each of the six dimensions. The results provide meaningful implications for managing service quality and training customer contact employees.

Journal of Human Resources in Hospitality & Tourism, Jul 1, 2011

Through this study the authors investigate the influence of culture, and more specifically contex... more Through this study the authors investigate the influence of culture, and more specifically context orientation, on job seeker perceptions of recruitment activities and messages, person-organization fit, and job application intention. Researchers sampled 403 college students majoring in hospitality and tourism management from different cultural backgrounds. The results indicated that context orientation was significantly related to both perceptions of recruitment activities

Routledge eBooks, May 23, 2019

Hospitality research journal, Feb 1, 1992

This paper reports on a study investigating employee perceptions of due process in a nonunion gri... more This paper reports on a study investigating employee perceptions of due process in a nonunion grievance procedure andits relationship to grievance system satisfaction, job satisfaction, and union voting intention. The results suggest that distributive justice andproceduraljustice may play equally important roles in overall system satisfaction and are highly related to employee intent to vote for or against union representation.

Hospitality research journal, May 1, 1990

International Journal of Hospitality Management, Mar 1, 1997

Of primary concern to hospitality management before, during, and after a downsizing event should ... more Of primary concern to hospitality management before, during, and after a downsizing event should be the concerns and potential reactions of employees. The attitudinal and behavioral reactions of employees who work in a downsizing environment may be influenced by both the objective dimensions of this environment and employees'subjective interpretations of this work setting. This article discusses some of these key objective and subjective factors that may be present in a downsizing organization and provides recommendations to managers relevant to the planning and implementation of a downsizing program that is designed to elicit less work-related stress and more positive (or less negative) behavioral and attitudinal reactions from employees.

Journal of Hospitality & Tourism Research, Nov 1, 2004

Current cross-cultural comparisons in hospitality and tourism research are largely based on diffe... more Current cross-cultural comparisons in hospitality and tourism research are largely based on differences in simple average scores. This method assumes equal weights for the items and hence fails to address cross-cultural differences in the relative importance of each attribute in comprising the overall evaluation. In this study, a comparison between United States customers and Hong Kong customers in restaurant service expectations is used to demonstrate that latent variable scores are more appropriate than simple average scores for cross-cultural comparisons. The two samples demonstrate differences in relative importance for some items measuring restaurant service expectations. By calculating the latent variable score both with and without factorial invariance, researchers can decompose cross-cultural differences into a component due to item responses, and a second component due to unequal item-construct relationships. It is demonstrated that meaningful cross-cultural comparisons are possible only when noninvariant items are carefully examined.

This research investigated the determinants and outcomes of shared mental models of skill use in ... more This research investigated the determinants and outcomes of shared mental models of skill use in autonomous work teams. A model of the determinants and outcomes (team task behaviors) of shared mental models of skill use was tested. Three components of shared mental models of skill use were investigated: shared knowledge pertaining to skill use in task performance (i.e., knowledge about the task, equipment, team, and team interaction), shared expectations for skill use in task performance in both routine and non-routine situations, and shared attitudes relevant to skill use in task performance (i.e., collective orientation and collective efficacy). The model included the interdependence, uncertainty, and complexity of the technology; the degree to which the team is cross-trained and its membership stable; and the level of prior experience team members have had with teamwork as the determinants of overlap in a team's mental model of skill use. The beneficial outcomes of a high de...

Total diversification and election frequency had no impact on win rates. However, related diversi... more Total diversification and election frequency had no impact on win rates. However, related diversification had a significant positive influence on union win rates for elections recorded outside unions'core organizing industries.

Journal of Collective Negotiations in the Public Sector, 1978

Int J Hosp Manag, 1997

The establishment of a grievance arbitration process in the collective bargaining agreement remai... more The establishment of a grievance arbitration process in the collective bargaining agreement remains the principal method for resolving contractual disputes in unionized settings in the US. This study presents an analysis of grievance arbitration cases in the hospitality industry published during the period from January 1985 through December 1995. It examines some of the unique characteristics of arbitration in this industry. Included is a discussion of the significant implications of arbitration cases for the training of managers and supervisors responsible for the application of the discipline process, and the resolution of disciplinary grievances.

Journal of Collective Negotiations in the Public Sector, 1983