Order 1010529: Read Instructions

Research Question

ORGANIZATIONAL ISSUES

Caruana, A. and Pitt, L.(1997). INTQUAL-an internal measure of service quality and the link between service quality and business performance. European Journal of Marketing, 31(8), 604-616

Frese, M.(2008). The world is out: we need an active performance concept for modern workplaces. Industrial and Organizational Psychology, 1, 67-69

Frost, F. and Kumar, M.(2001). Service quality between internal customers and internal suppliers in an international airline. International Journal of Quality & Reliability Management, 18(4), 371-386

Graen, G.(2008). Enriched engagement through assistance to systems' change: a proposal. Industrial and Organizational Psychology, 1, 74-75

Johnson, J.(2008). Process models of personality and work behavior. Industrial and Organizational Psychology, 1, 303-307

Lipman-Blumen, J. and Leavitt, H.(2009). Beyond typical teams: hot groups and connective leaders. Organizational Dynamics, 38(3), 225-233

Macey, W. and Schneider, B.(2008). The meaning of employee engagement. Industrial and Organizational Psychology, 1, 3-30

Miles, R., Snow, C., Fjestad, O., Miles, G. and Lettl, C.(2010). Designing organizations to meet the 21st century opportunities and challenges. Organizational Dynamics, 39(2), 93-103

Reynoso, J. and Moores, B.(1995). Towards the measurement of internal service quality. International Journal of Service Industry Management, 6(3), 64-83

A. Independent Variable

-social network

tie quality

B. Dependent Variable

-Effectiveness of change

Initiatives

B1. On time implementation VS resistance

B2. The extent to which the new system is applied VS stuck with past

Literature and

theories

Research Method

Combination of descriptive

and causal research

• Survey-questionnaire
• Questions based on scale (Likert)
• Secondary data (organizational chart, HR statistics, quality dept statistics)

Sample (random sampling)

• Maximum 4 5 star hotels located in Greece, operate on annual basis, family owned or hotel chains
• Employees from all the hierarchy levels
• General managers or HR managers

Important references

For further information

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Research proposal

Control

station

HOSPITALITY

Brownell, J.(2008). A commentary on "Leading change with the 5-p model: complexing the swan and dolphin hotels at Walt Disney World. Cornell Hospitality Quarterly, 49(2), 206-210

Humborstad, S. et al.(2008). Burnout and service employees‘ willingness to deliver quality service. Journal of Human Research in Hospitality & Tourism, 7(1), 45-64

Kim, Y.(2006). Managing workforce diversity: developing a learning organization. Journal of Human Resources in Hospitality & Tourism, 5(2), 69-90

Koutoulas, D.(2009). The 2009 Greek hotel branding report. Athens, GREECE

Kuslavan, S. et al.(2010). The human dimension; a review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51(2), 171-214

Liu, W.P. et all.(2009). Individual change schemas, core discussion network, and participation in change: an exploratory study of Macau casino employees. Journal of Hospitality and Tourism Research, 33(1), 74-92

Poulston, J.(2008). Hospitality workplace problems and poor training: a close r relationship. International Journal of Contemporary Hospitality Management, 20(4), 412-427

Ravichandran, S. et al.(2007). Organizational citizenship behavior research in hospitality: current status and future research directions. Journal of Human Resources in Hospitality & Tourism, 6(2), 59-78

CHANGE

Amis, H. , Slack, T. and Hinings, C.R.(2004). The pace, sequence and linearity of radical change. Academy of Management Journal, 47(1), 15-39

Erwin, D. and Garman, A.(2010). Resistance to organizational change: linking research and practice. Leadership & Organization Development Journal, 31(1), 39-56

Ford, JD., Ford, L.W. and McNamara, R.T.(2002). Resistance and the background conversations of change. Journal of Organizational Change Management, 15(2), 105-121

Fucate, M., Kinicki, A. and Prussia, G.E.(2008). Employee coping with organizational change: an examination of alternative theoretical perspectives and models. Personnel Psychology, 61, 1-36

Martin, A.J. et al.(2006). Status differences in employee adjustment during organizational change. Journal of Managerial Psychology, 21(1/2), 145-162

Nerina, L. et al.(2009).Psychological predictors of intentions to engage in change supportive behaviors in an organizational context. Journal of Change Management, 9(3), 233-250

Peus, C. et al.(2009). Leading and managing organizational change initiatives. Management Revue, 20(2), 158-175

Raferty, A.E and Simons, R.H.(2006). An examination of the antecedents of readiness for fine tuning and corporate transformation changes. Journal of Business and Psychology, 20(3), 325-350

Sherman, S.W. and Garland, G.E.(2007). Where to burry the survivors? Exploring possible ex post effects of resistance to change. SAM Advanced Management Journal, 72(1), 52-62

Vales, E.(2007). Employees can make a difference! Involving employees in change at Allstate Insurance. Organizational Development Journal, 25(4), 27-31

SOCIAL NETWORKS

Balkundi, P. and Harrison, D.A.(2006). Ties, leaders, and time in teams: Strong inference about network structure's effects on team viability and performance. Academy of Management Journal, 49(1), 49-68

Borgatti, S. and Cross, R.(2003). A relational view of information seeking and learning in social networks. Management Science, 49(4), 432-445

Brass, D.J. et al.(2004). Taking stock of networks and organizations: A multilevel perspective. Academy of Management Journal, 47(6), 795-817

Bruque, S., Moyano, J. and Eisenberg, J.(2009). Individual adaptation to IT-induced change: The role of social networks. Journal of Management Information Systems, 25(3), 177-206

Cross, R. and Cummings, J.N.(2004). Tie and network correlates of individual performance in knowledge-intensive work. Academy of Management Journal, 47(6), 928-937

Cummings, J.N. and Higgings, M.C.(2006). Relational instability at the network core: Support dynamics in developmental networks. Social Networks, 28, 38-55

Friedkin, N.E. and Johnsen, E.C.(1997). Social positions in influence networks. Social Networks, 19, 209-222

Smith, J.(2009). Solidarity networks: What are they? And why should we care? The Learning Organization, 16(6), 460-468

Tenkasi, R.V.(2003). Social networks and planned organizational change: The impact of strong network ties on effective change implementation and use. The Journal of Applied Behavioral Science, 39(3), 281-300

Totterdell, P. et al.(2004). Affect networks: A structural analysis of the relationship between work ties and job related affect. Journal of Applied Psychology, 89(5), 854-867

“Does employees’ social network tie quality affect the effectiveness of change interventions?”

Course, Students names, semester,

Variables

*Balkundi,P. and Harisson,D.: tie structure and tie content (density, leader centrality)

Borgatti, S. and Cross,R.: relational characteristics influencing information seeking

*Cummings, J. and Higgins, M.: developmental networks and tie stability

*Erwin,D. and Garman,A.: relationships (agent-manager) affect resistance to change

*Ford, J. and Ford. L.: resistance and engagement,

*Parasuraman, A., Zeithaml, V.A. and Berry, L.L.:SERVQUAL and TERRA

*Peus et al.: Uncertainty-fear of failure-discipline in sense making (resistance to change)

*Rafferty ,A. and Simmons, R.: readiness for change (factors)

*Sherman, s. and Garland,G.: resistance to change/cognitive/behavioral/emotional states

*Tenkasi, R. and Chesmore, M.: knowledge transfer and network strong ties

Relationships

1a.Tie quality

2a. Tie quality

3a. Tie quality

4a. Individuals

that create high

Quality ties

5a. Individuals

that create high

quality ties

1b.Resistance to change

2b. Successful application of the new system

3b. Hierarchy levels

4b.Tend to “build” centrality position

5b. Tend to affect the performance of their network members