Document Type : Research Paper
Authors
Abstract
Abstract
Organizational ethics in hospitality industry is the most important challenge are facing to it players in this industry; as a matter of fact, hotels can make Competitive Advantage by use of ethics in their activities for themselves and/or fall in deterioration by avoidance from it. This study investigates the organizational ethics gap in the hotel industry in Persian International Hotels of Mazandaran at summer of 1393. For analysis of organizational ethics gap, two approaches were examined; employees’ attitude to measure oral organization ethics, guests’ attitude to measure existent organization ethics also were evaluated the relationship between demographic characteristics of employees and guests with organizational ethics and the weight dimensions of organizational ethics from the perspective of population of the study. Population of the study include tow group, employees and guests of four and five stars’ hotels in west of Mazandaran. Measuring instruments of research were tow questionnaires for employees and guests with reliability coefficient (0.920) and (0.959). The statistical analysis was done by SPSS 22.0 and lisrel 8.8. Consequences of the study indicate that there is gap between oral organization ethics and existent organization ethics in Persian International Hotels of Mazandaran. Also finding depicted that, there are most differences between oral organization ethics and existent organization ethics is related to considerate dimension and less differences related to Initiative dimension. And other finding suggested in the form of Conclusions and recommendations
Keywords
منابع
تهران: جامعهشناسان. . SPSS اخوان مهدی، محسن. ( 1393 ). آزمون فرضیه با نرمافزار
اعتباریان، اکبر.، صالحی زاده، سعید.، و سعیدی، سیده پرستو. ( 1389 ). تعیین شکاف بین
اخلاق کار شفاهی و اخلاق کار عملی در سازمان های شهرستان اصفهان. کنفرانس بین
المللی مدیریت، نوآوری و کارآفرینی، (بهمن).
روغنیان دزفولی، علی. ( 1387 ). تحلیلی بر چالشهای مدیریت هتلداری در قرن بیست و
ی . ک تهران: نوآور.
.( صلواتی، عادل.، رستمی نوروزآبادی، مجتبی.، و رحمانی نوروزآبادی، سامان. ( 1392
اخلاق حرفهای و مسئولیتپذیر ی اجتماع ی د ر صنعت هتلداری . مطالعات مدیریت
.143-107 ، گردشگر . ی سال 8، شماره 21
کیاکجوری، داود. و اسحاق نیموری، شهربانو. ( 1393 ). تحلیل شکاف بین ابعاد اخلاق
کار کلامی و اخلاق کار حاکم، فصلنامه اخلاق در علوم و فناوری، شماره 28 ، تابستان.
.68-59
کیاکجوری، داود. و کیاکجوری، کریم. ( 1393 ). مبان ی نظر ی و عمل ی پژوه ش در
مدیریت، به همراه سوالهای طبقهبندی شده کنکور ارشد و دکتری .تهران: مهربان نشر.
نصیریان، جلال. ( 1391 ). آداب معاشرت و الگوهای رفتاری در صنعت گردشگر . ی تهران:
مهکامه.
ین، رابرت. ک. ( 1381 ). تحقیق مورد . ی (علی پارسائیان و سیدمحمد اعرابی)، تهران: دفتر
پژوهشهای فرهنگی.
Ali, A. J. and Al-Owaihan, A. (2008). Islamic work ethic: a critical review. Cross Cultural Management: An International Journal. 15(1), pp. 5-19.
Basran, S. & Webley, S. (2012). Employee Views of Ethics at Work, British Survey. Published by the Institute of Business Ethics.
Beck, J. A., Lazer W. & Schmidgall, R. (2007). Hotel marketing manager’s responses to ethical dilemmas. International Journal of Hospitality & Tourism Administration. 8(3), 35-48.
Chen, P. J., & Choi, Y. (2008). Generational differences in work values: a study of hospitality management, International Journal of Contemporary Hospitality Management, 20, 595–615. http://dx.doi.org/10.1108/09596110810892182.
Cheng, P. Y., Yang, J. T., Wan, C. S., & Chu, M. C. (2013). Ethical contexts and employee job responses in the hotel industry: The
بررسی شکاف میان اخلاق سازمانی حاکم و اخلاق سازمانی کلامی 89
roles of work values and perceived organizational support, International Journal of Hospitality Management, 34, 108– 115. http://dx.doi.org/10.1016/j.ijhm.2013.03.007.
Dimitriou, C. K., Blum, S. C., Adams, C. & Kim, S. (2011). The
Impact of a Hotel's Business Ethics on. International CHRIE
Conference-Refereed Track. Jul 29th, University of Massachusetts –
Amherst.
Donyadide, A. (2010). Ethics in Tourism. European Journal of Social Sciences. 17(3), 426-433.
Fennell, D. A. (2006). Tourism Ethics. Channel View Publication, Toronto: Clevedon.
Fox, J. (2000). Approaching managerial ethical standards in Croatia's hotel industry, International Journal of Contemporary Hospitality Management, (12), 70-74.
Fulford, M.D., 2005. That’s not fair! The test of a model of organizational justice, job satisfaction, and organizational commitment among hotel employees. Journal of Human Resources in Hospitality and Tourism 4 (1), 73–84.
Gursoy, D., Chi, C. G. Q. & Karadag, E. (2013). Generational differences in work values and attitudes among frontline and service contact employees, International Journal of Hospitality Management, 32, 40–48. http://dx.doi.org/10.1016/j.ijhm.2012.04.002.
Holjevac, I. A. (2008). Business ethics in tourism- As a dimension of TQM. Total Quality Management, 19(10), 1029-1041.
Huimin, G., Ryan, C., (2011). Ethics and corporate social responsibility (an analysis of the views of Chinese hotel managers). International Journal of Hospitality Management, 30, 875–885. http://dx.doi.org/10.1016/j.ijhm.2011.01.008.
Hussey, J., Holden, M. T. & Lynch, P. (2010). defining professionalism in the tourism context. Tourism and Hospitality Research in Ireland Conference (THRIC). June 15th - 17th 2010, Shannon Hotel School.
Iun, J. & Huang, X., (2007). How to motivate your older employees to excel? the impact of commitment on older employees’ performance in the hospitality industry, Hospitality Management, (26) 793–806. http://dx.doi.org/10.1016/j.ijhm.2006.08.002.
Jaszay, C. (2002). Ethical Behavior in the Hospitality Industry. Hospitality Review. 20(2), 104-116.
Jung, H. S., Namkung, Y., & Yoon, H. H. (2010). The effects of
employees’ business ethical value on person–organization fit and
turnover intent in the foodservice industry. International Journal of
90 فصلنامه مطالعات مدیریت گردشگری- شماره 27 - سال نهم - پائیز 93
Hospitality Management, 29(3), 538–546. http:// dx. doi.org/ 10.1016/ j.ijhm.2009.08.005.
Keiser, J. R. & Swinton, J. (1988). Professionalism and Ethics in Hospitality, Hospitality Review, 6 (1), 23-31.
Kim, N. Y., & Miller, G. (2008). Perceptions of the ethical climate in the Korean tourism industry, Journal of Business Ethics, 82(4), 941–954. http://dx.doi.org/10.1007/s10551-007-9604-0.
Kim, Y., Kim, S. S., Seo, J., & Hyun, J. (2011). Hotel Employees' Competencies and Qualifications Required According to Hotel Divisions. Journal of Tourism, Hospitality & Culinary Arts. 3(2), 1-18.
Kincaid, C. S., Baloglua, S. & Corsun, D., (2008). Modeling ethics: The impact of management actions on restaurant workers’ ethical optimism, International Journal of Hospitality Management, 27, 470–477.
Knani, M. (2014). Ethics in the Hospitality Industry: Review and Research Agenda, International Journal of Business and Management, 9(3), 1-8. http://dx.doi.org/10.5539/ijbm.v9n3p1.
Lee, L. Y. S., & Tsang, N. K. (2013). Perceptions of tourism and hotel management students on ethics in the workplace. Journal of Teaching in Travel & Tourism, 13(3), 228–250. http://dx.doi.org/10.1080/15313220.2013.813323.
Lee, Y-K., Choi, J., Moon, B-Y. & Babin, B. J. (2014). Codes of ethics, corporate philanthropy, and employee responses, International Journal of Hospitality Management (39).97–106
Linz, S. J., & Chu, Y. W. (2012). Work Ethic in Formerly Socialist Economies. Department of Economics, Michigan State University, East Lansing, Michigan 48823.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, American Marketing Association, 47, 19-20.
Mathenge, G. D. (2013). Responsible Tourism and Hotel Management: An Empirical Analysis of the Ethical Dimensions in Tourism and Hospitality Industry in Kenya. American International Journal of Contemporary Research. 3(6), 17-29.
Medlik, S. (2003). Dictionary of Travel, Tourism & Hospitality (Third Edition). London: Butterworth Heinmann.
Miller, M. J., Woehr, D. and Hudspeth, N. 2002. The Meaning and Measurement of Work Ethic: Construction and Initial Validation of a Multidimensional Inventory. Journal of Vocational Behavior. 60: 451-489.
Miscovic, I. (2012). Ethics in Providing Tourism Services by Travel Agents in Serbia. Tourizma. 16(1), 20-28.
بررسی شکاف میان اخلاق سازمانی حاکم و اخلاق سازمانی کلامی 91
Narimani, S., Fallah, Z. & Narimani, M. (2012). Work ethic and its relationship with selected demographic characteristics in faculties and employees of Islamic Azad University. Applied Science Research. 4 (1): 632-637.
Nadiri, H. & Tanova, C. (2010). An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry, International Journal of Hospitality Management 29 (2010) 33–4.
Nunnally, J. C. (1978). Psychometric theory (Second ed), McGraw-Hill, New York.
Petty, G. C. (1991). Development of the Occupational Work Ethic Inventory. (Knoxville, The University of Tennessee; Unpublished paper).
Petty, G. C. & Hill R.B. (2005). Work ethic characteristics Perceived work ethics of supervisors and workers. university of Georgia.
Ponnu, C. H., Mohd, M. K. H., Beh, Y. Y. & Chen, S.J. (2009). Ethical beliefs of hotel employees in Malaysia, in: 4th International Conference of the Asian Academy of Applied Business, 17-18 Dec 2009, Manila, Filipina. http://eprints.um.edu.my/11021/.
Sardy, M., Munoz, J. M., Sun, J. J. & Alon, I. (2010). Dimension of Business ethics in china. International business Journal, 6-30.
Stevens, B. (1997). Hotel ethical codes: a content analysis, Hospitality
Management, 16(3), 261-271. http:// dx.doi.org/ S0278 - 4319(97) 00014-5.
Tunc, A., & Sevin, H. D. (2000). An analysis of business ethics in accommodation sector on tourism industry. First International Joint Symposium on Business Administration, challenges for business administrators in the new millennium, 756-765.
Upchurch, R. S., (1998). Ethics in the hospitality industry: an applied model, International Journal of Contemporary Hospitality Management, 10 (6) pp. 227 – 233.
Vandeven, A. & Ferry, D. (1979). measuring and assessing organizations, John Wiley, New York.
Vitell, S.J. & Muncy, J. (1992), Consumer ethics: an empirical investigation of factors influencing ethical judgments of the final consumer, Journal of Business Ethics, Vol.11, 585-597.
Wong, C. K. S., (1998). Staff job-related ethics of hotel employees in Hong Kong. International Journal of Contemporary Hospitality Management. 10(3), pp.107-115.
Wong, C. K. S. (2000). Tourists’ perceptions of hotel frontline employees’ questionable job-related behaviour. Tourism Management. 21(2), 121–134.
World Tourism Organization (UNWTO). (2013). Tourism Highlights.
92 فصلنامه مطالعات مدیریت گردشگری- شماره 27 - سال نهم - پائیز 93
Yaman, H. R., & Gurel, E. (2006). Ethical Ideologies of Tourism Marketers. Annals of Tourism Research. 33(2), 470–489.
Yeung, S., & Pine, R. (2003). Designing a hospitality ethics course
content from the students' perspective. Journal of Teaching in
Travel&Tourism,3(2),19–33.http://dx.doi.org/10.1300/ 2v03n02_02
Yeung, S. (2014). Examining the need of ethics course in China hospitality industry, 5th Asia Euro Conference, Procedia - Social and Behavioral Sciences,(144),212–217. http:// dx.doi.org/ 10.1016/ j.sbspro.2014.07.289
تهران: جامعهشناسان. . SPSS اخوان مهدی، محسن. ( 1393 ). آزمون فرضیه با نرمافزار
اعتباریان، اکبر.، صالحی زاده، سعید.، و سعیدی، سیده پرستو. ( 1389 ). تعیین شکاف بین
اخلاق کار شفاهی و اخلاق کار عملی در سازمان های شهرستان اصفهان. کنفرانس بین
المللی مدیریت، نوآوری و کارآفرینی، (بهمن).
روغنیان دزفولی، علی. ( 1387 ). تحلیلی بر چالشهای مدیریت هتلداری در قرن بیست و
ی . ک تهران: نوآور.
.( صلواتی، عادل.، رستمی نوروزآبادی، مجتبی.، و رحمانی نوروزآبادی، سامان. ( 1392
اخلاق حرفهای و مسئولیتپذیر ی اجتماع ی د ر صنعت هتلداری . مطالعات مدیریت
.143-107 ، گردشگر . ی سال 8، شماره 21
کیاکجوری، داود. و اسحاق نیموری، شهربانو. ( 1393 ). تحلیل شکاف بین ابعاد اخلاق
کار کلامی و اخلاق کار حاکم، فصلنامه اخلاق در علوم و فناوری، شماره 28 ، تابستان.
.68-59
کیاکجوری، داود. و کیاکجوری، کریم. ( 1393 ). مبان ی نظر ی و عمل ی پژوه ش در
مدیریت، به همراه سوالهای طبقهبندی شده کنکور ارشد و دکتری .تهران: مهربان نشر.
نصیریان، جلال. ( 1391 ). آداب معاشرت و الگوهای رفتاری در صنعت گردشگر . ی تهران:
مهکامه.
ین، رابرت. ک. ( 1381 ). تحقیق مورد . ی (علی پارسائیان و سیدمحمد اعرابی)، تهران: دفتر
پژوهشهای فرهنگی.
Ali, A. J. and Al-Owaihan, A. (2008). Islamic work ethic: a critical review. Cross Cultural Management: An International Journal. 15(1), pp. 5-19.
Basran, S. & Webley, S. (2012). Employee Views of Ethics at Work, British Survey. Published by the Institute of Business Ethics.
Beck, J. A., Lazer W. & Schmidgall, R. (2007). Hotel marketing manager’s responses to ethical dilemmas. International Journal of Hospitality & Tourism Administration. 8(3), 35-48.
Chen, P. J., & Choi, Y. (2008). Generational differences in work values: a study of hospitality management, International Journal of Contemporary Hospitality Management, 20, 595–615. http://dx.doi.org/10.1108/09596110810892182.
Cheng, P. Y., Yang, J. T., Wan, C. S., & Chu, M. C. (2013). Ethical contexts and employee job responses in the hotel industry: The
بررسی شکاف میان اخلاق سازمانی حاکم و اخلاق سازمانی کلامی 89
roles of work values and perceived organizational support, International Journal of Hospitality Management, 34, 108– 115. http://dx.doi.org/10.1016/j.ijhm.2013.03.007.
Dimitriou, C. K., Blum, S. C., Adams, C. & Kim, S. (2011). The
Impact of a Hotel's Business Ethics on. International CHRIE
Conference-Refereed Track. Jul 29th, University of Massachusetts –
Amherst.
Donyadide, A. (2010). Ethics in Tourism. European Journal of Social Sciences. 17(3), 426-433.
Fennell, D. A. (2006). Tourism Ethics. Channel View Publication, Toronto: Clevedon.
Fox, J. (2000). Approaching managerial ethical standards in Croatia's hotel industry, International Journal of Contemporary Hospitality Management, (12), 70-74.
Fulford, M.D., 2005. That’s not fair! The test of a model of organizational justice, job satisfaction, and organizational commitment among hotel employees. Journal of Human Resources in Hospitality and Tourism 4 (1), 73–84.
Gursoy, D., Chi, C. G. Q. & Karadag, E. (2013). Generational differences in work values and attitudes among frontline and service contact employees, International Journal of Hospitality Management, 32, 40–48. http://dx.doi.org/10.1016/j.ijhm.2012.04.002.
Holjevac, I. A. (2008). Business ethics in tourism- As a dimension of TQM. Total Quality Management, 19(10), 1029-1041.
Huimin, G., Ryan, C., (2011). Ethics and corporate social responsibility (an analysis of the views of Chinese hotel managers). International Journal of Hospitality Management, 30, 875–885. http://dx.doi.org/10.1016/j.ijhm.2011.01.008.
Hussey, J., Holden, M. T. & Lynch, P. (2010). defining professionalism in the tourism context. Tourism and Hospitality Research in Ireland Conference (THRIC). June 15th - 17th 2010, Shannon Hotel School.
Iun, J. & Huang, X., (2007). How to motivate your older employees to excel? the impact of commitment on older employees’ performance in the hospitality industry, Hospitality Management, (26) 793–806. http://dx.doi.org/10.1016/j.ijhm.2006.08.002.
Jaszay, C. (2002). Ethical Behavior in the Hospitality Industry. Hospitality Review. 20(2), 104-116.
Jung, H. S., Namkung, Y., & Yoon, H. H. (2010). The effects of
employees’ business ethical value on person–organization fit and
turnover intent in the foodservice industry. International Journal of
90 فصلنامه مطالعات مدیریت گردشگری- شماره 27 - سال نهم - پائیز 93
Hospitality Management, 29(3), 538–546. http:// dx. doi.org/ 10.1016/ j.ijhm.2009.08.005.
Keiser, J. R. & Swinton, J. (1988). Professionalism and Ethics in Hospitality, Hospitality Review, 6 (1), 23-31.
Kim, N. Y., & Miller, G. (2008). Perceptions of the ethical climate in the Korean tourism industry, Journal of Business Ethics, 82(4), 941–954. http://dx.doi.org/10.1007/s10551-007-9604-0.
Kim, Y., Kim, S. S., Seo, J., & Hyun, J. (2011). Hotel Employees' Competencies and Qualifications Required According to Hotel Divisions. Journal of Tourism, Hospitality & Culinary Arts. 3(2), 1-18.
Kincaid, C. S., Baloglua, S. & Corsun, D., (2008). Modeling ethics: The impact of management actions on restaurant workers’ ethical optimism, International Journal of Hospitality Management, 27, 470–477.
Knani, M. (2014). Ethics in the Hospitality Industry: Review and Research Agenda, International Journal of Business and Management, 9(3), 1-8. http://dx.doi.org/10.5539/ijbm.v9n3p1.
Lee, L. Y. S., & Tsang, N. K. (2013). Perceptions of tourism and hotel management students on ethics in the workplace. Journal of Teaching in Travel & Tourism, 13(3), 228–250. http://dx.doi.org/10.1080/15313220.2013.813323.
Lee, Y-K., Choi, J., Moon, B-Y. & Babin, B. J. (2014). Codes of ethics, corporate philanthropy, and employee responses, International Journal of Hospitality Management (39).97–106
Linz, S. J., & Chu, Y. W. (2012). Work Ethic in Formerly Socialist Economies. Department of Economics, Michigan State University, East Lansing, Michigan 48823.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, American Marketing Association, 47, 19-20.
Mathenge, G. D. (2013). Responsible Tourism and Hotel Management: An Empirical Analysis of the Ethical Dimensions in Tourism and Hospitality Industry in Kenya. American International Journal of Contemporary Research. 3(6), 17-29.
Medlik, S. (2003). Dictionary of Travel, Tourism & Hospitality (Third Edition). London: Butterworth Heinmann.
Miller, M. J., Woehr, D. and Hudspeth, N. 2002. The Meaning and Measurement of Work Ethic: Construction and Initial Validation of a Multidimensional Inventory. Journal of Vocational Behavior. 60: 451-489.
Miscovic, I. (2012). Ethics in Providing Tourism Services by Travel Agents in Serbia. Tourizma. 16(1), 20-28.
بررسی شکاف میان اخلاق سازمانی حاکم و اخلاق سازمانی کلامی 91
Narimani, S., Fallah, Z. & Narimani, M. (2012). Work ethic and its relationship with selected demographic characteristics in faculties and employees of Islamic Azad University. Applied Science Research. 4 (1): 632-637.
Nadiri, H. & Tanova, C. (2010). An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry, International Journal of Hospitality Management 29 (2010) 33–4.
Nunnally, J. C. (1978). Psychometric theory (Second ed), McGraw-Hill, New York.
Petty, G. C. (1991). Development of the Occupational Work Ethic Inventory. (Knoxville, The University of Tennessee; Unpublished paper).
Petty, G. C. & Hill R.B. (2005). Work ethic characteristics Perceived work ethics of supervisors and workers. university of Georgia.
Ponnu, C. H., Mohd, M. K. H., Beh, Y. Y. & Chen, S.J. (2009). Ethical beliefs of hotel employees in Malaysia, in: 4th International Conference of the Asian Academy of Applied Business, 17-18 Dec 2009, Manila, Filipina. http://eprints.um.edu.my/11021/.
Sardy, M., Munoz, J. M., Sun, J. J. & Alon, I. (2010). Dimension of Business ethics in china. International business Journal, 6-30.
Stevens, B. (1997). Hotel ethical codes: a content analysis, Hospitality
Management, 16(3), 261-271. http:// dx.doi.org/ S0278 - 4319(97) 00014-5.
Tunc, A., & Sevin, H. D. (2000). An analysis of business ethics in accommodation sector on tourism industry. First International Joint Symposium on Business Administration, challenges for business administrators in the new millennium, 756-765.
Upchurch, R. S., (1998). Ethics in the hospitality industry: an applied model, International Journal of Contemporary Hospitality Management, 10 (6) pp. 227 – 233.
Vandeven, A. & Ferry, D. (1979). measuring and assessing organizations, John Wiley, New York.
Vitell, S.J. & Muncy, J. (1992), Consumer ethics: an empirical investigation of factors influencing ethical judgments of the final consumer, Journal of Business Ethics, Vol.11, 585-597.
Wong, C. K. S., (1998). Staff job-related ethics of hotel employees in Hong Kong. International Journal of Contemporary Hospitality Management. 10(3), pp.107-115.
Wong, C. K. S. (2000). Tourists’ perceptions of hotel frontline employees’ questionable job-related behaviour. Tourism Management. 21(2), 121–134.
World Tourism Organization (UNWTO). (2013). Tourism Highlights.
92 فصلنامه مطالعات مدیریت گردشگری- شماره 27 - سال نهم - پائیز 93
Yaman, H. R., & Gurel, E. (2006). Ethical Ideologies of Tourism Marketers. Annals of Tourism Research. 33(2), 470–489.
Yeung, S., & Pine, R. (2003). Designing a hospitality ethics course
content from the students' perspective. Journal of Teaching in
Travel&Tourism,3(2),19–33.http://dx.doi.org/10.1300/ 2v03n02_02
Yeung, S. (2014). Examining the need of ethics course in China hospitality industry, 5th Asia Euro Conference, Procedia - Social and Behavioral Sciences,(144),212–217. http:// dx.doi.org/ 10.1016/ j.sbspro.2014.07.289
)