The purpose of this research was to examine the mediating effect of empowerment on the linkage between Total Quality Management (TQM) and service recovery performance in the hotel industry. Although much has been written about TQM, empowerment and service recovery performance, but the role of empowerment as a mediator in the relationship between TQM and service recovery performance has remained a relatively unexplored research area. A 93-item questionnaire is designed to measure TQM, empowerment and service recovery amongst employees in five-star hotels in Jordan, and 254 usable questionnaires were used in this study. Principal components analysis determined the factor structure and regression analysis determined the relationships between the study’s variables. The results revealed that the TQM implementations have positive effects on empowerment and service recovery performance. Moreover, the study found the full mediating effect of empowerment in the relationship between TQM and service recovery performance. Implications, limitations and future research are discussed at the end. This study proposes model of influence of TQM in service recovery performance, whereby empowerment fully mediates this relationship

In many Islamic countries, women have limited participation in the workforce, including the tourism and hospitality industry. This study examines the barriers that prevent women from becoming tourist guides in Jordan. Based on qualitative interviews with 34 women from three main tourist cities in Jordan namely, Petra, Amman, Aqaba, Jarash, Ajlun, Madaba and Irbid, a list of factors were identified that can be subsequently subcategorized as barriers and motivators for career development in the tourist industry for women. The responses indicated that women, overall, have an interest in the careers offered by the hospitality and tourism industry. However, certain factors hinder their efforts to secure employment in this field and in the profession of tourist guides, in particular. The main barriers include religious beliefs as well as social traditions and culture around women’s role in the family life, i.e. main caregiver. On the other hand, the positive impact that women’s employment in this field may have on a societal level was emphasized and several areas for improving women’s role in this sector were identified

The present study aimed to investigate the differing effects of competitive pricing strategies on the performance of hotels operating in bad regional political conditions. To this end, two complementary analyses were carried out based on a three-year dataset (2014-2016) collected through a questionnaire from 120 star-rated hotels in Jordan. The results of the one-way multivariate analysis of variance revealed statistically significant differences in the key performance indicators between hotels adopting a discount pricing strategy and those implementing a premium pricing strategy. The results showed that hotels adopting a discount pricing strategy enjoy a relatively higher market penetration index, but lag behind their competitors in terms of revenue generation index. On the contrary, hotels implementing a premium pricing strategy have a relatively lower market penetration index, but outperform their competitors in terms of revenue generation index. The results of the detailed descriptive analysis further demonstrated that although lower-priced hotels compared to their competitors have relatively higher occupancy rates, they experience relatively lower RevPARs. By contrast, hotels with higher prices compared to their competitors lose some occupancy, but achieve relatively higher RevPARs. Overall, the results suggested that adopting a premium pricing strategy, as opposed to a discount pricing strategy, is the most convenient way for improving hotel long-term financial performance, especially when hotel demand is relatively inelastic due to poor regional political conditions

The aim of this paper is to examine the impact of total quality management (TQM) implementations on employees’ service recovery performance in five-star hotels in Jordan. TQM implementations and service recovery performance have received significant attention in previous research. However, the impact of TQM on service recovery performance has remained unexplored research area. A 67-item questionnaire, measuring TQM implementations and service recovery, was distributed to 400 employees in 12 five-star hotels in Jordan with a 63.5 response rate. Principle Component Analysis was utilized to determine the factor structure for both TQM and service recovery and Regression Analysis to determine the impact of TQM implementations on service recovery performance. The result revealed that the TQM implementations in five-star hotels in Jordan was implemented effectively and thus, have a positive impact on employees’ service recovery performance. This result is attributed to be unique and this is due to the fact that previous studies have focused on manufacturing sector not on hotel sector in measuring either TQM implementations or service recovery performance. This paper suggests replicating the study in additional settings to determine if similar results will be obtained outside five-star-hotels in Jordan. Many of the previous studies on TQM and service recovery performance have been conducted in the context of western economies and very little research has been done in the Middle East in general and Jordan in particular. As such, there is a need to examine, from the employees’ perspective, the levels of implementing TQM that are being encouraged in the hospitality industry and it is effect on service recovery performance among employees towards their both employers and customers. The present paper contributes to filling the gap in the literature by measuring the TQM implementations and service recovery as a whole in a new context.

This paper draws on the perceptions of middle managers in Jordan to identify what determines upper management’s decision in International Hotel Chains (IHC) to invest in out-of-country training (OCT). A model employing the presence of relationships between ‘attitudes’, ‘benefits and usefulness’, ‘barriers’ and ‘IHC’s decision’ to invest in OCT, was proposed and examined. A total of 261 middle managers from IHCs in Jordan provided responses to a structured survey. Confirmatory factor analysis validated the dimensions for each construct. Structural equation modelling (SEM) was used to test the relationships among the four constructs of the study. The results showed a direct relationship between attitudes and benefits/usefulness to IHC’s decision to invest in OCT, and demonstrated the mediating role of attitudes in the inverse relationship between barriers and IHC’s decision to invest in OCT.

This paper examines the influence of empowerment on job satisfaction in five-star hotels in Jordan. The influence of empowerment on job satisfaction remains a relatively unexplored area. A 52-item questionnaire, measuring empowerment and job satisfaction, was distributed to 332 employees in 12 five-star hotels in Jordan with a 56% response rate. Principal components analysis determined the factor structure and regression analysis determined the influence of empowerment on job satisfaction. The results revealed both structural and psychological empowerment have significant individual influences on job satisfaction, but more significant when structural and psychological empowerment are combined. Most of previous studies were conducted in western economies and little in the Middle East generally and Jordan in particular. This research contributes to the literature by including both dimensions of empowerment where previous scholars used only one.

In spite of decenniums of advancement, a numerous foodborne outbreaks continue to occur each year; these were mostly happening due to malpractices of employees working in foodservices. This study aims to investigate the role of food safety training in improving food handlers' practices through the application of Knowledge, Attitude and Practices (KAP) model. Primary data were collected using a self-completed questionnaires that were collected from 100 Food and Beverage (F&B) employees working in hotels at the north of Jordan. Findings confirmed the role of food safety training in increasing F&B employees’ knowledge which positively correlates with their food handling practices. Furthermore, this study explored work environment elements affecting the transformation of learned knowledge into proper food handling practices; these include management motivation, availability of necessary resources and facilities and reinforcement programs. The study contributed to knowledge by employing the aforementioned variables to produce an adapted version of the KAP model.

The purpose of this study is to identify the reasons for the lack of focus groups in Jordan by conducting a focus group with twenty four Academics from Jordanian Universities. Focus groups are commonly used for academic purposes and taught at colleges and universities. The outcome of focus groups for marketing, especially in the tourism industry, is a beneficial learning tool. Focus groups, however, are rarely used for a number of reasons. This research tool is foreign to university students, and unless they study abroad, they are not exposed to a wide range of research and education tools. There are barriers that exist with focus groups. These barriers include: government and educational funding, cultural limitations, personal expectations, teaching materials and resources. Following this research, the recommendations are to have focus groups implemented in Jordanian school systems and to conduct focus group training sessions, encourage students to use them as a research tool and explain the link between focus groups and the hospitality industry. By limiting curriculums in Jordanian education systems, students will not have the proper knowledge or skills once they graduate to compete with markets outside of Jordan. Recommendations are discussed based on the author’s research findings