مطالعات مدیریت گردشگری عصر هوشمند

مطالعات مدیریت گردشگری عصر هوشمند

بررسی نقش فرهنگ سازمانی بر عملکرد سازمانی در صنعت مهمان‌نوازی

نوع مقاله : مقاله پژوهشی

نویسندگان
1 استادیار گروه مدیریت، دانشکده اقتصاد و مدیریت، دانشگاه تبریز، تبریز، ایران.
2 کارشناسی‌ارشد مدیریت جهانگردی، موسسه آموزش عالی قشم، قشم، ایران.
چکیده
این پژوهش به بررسی نقش فرهنگ سازمانی بر عملکرد سازمانی در صنعت هتل‌داری می‌پردازد. مدیریت هتل نیازمند انعطاف‌پذیری و پاسخگویی به مشتریان در جهت افزایش تقاضا و رقابت‌پذیری در بازار می‌باشد. برای دستیابی به این اهداف، این پژوهش اثر فرهنگ سازمانی منعطف بر عملکرد سازمانی را موردسنجش قرار می‌دهد. این پژوهش از طریق جمع‌آوری 120 نمونه پرسشنامه از کارکنان و مدیران ده هتل مختلف در شهر شیراز به­ روش غیراحتمالی در دسترس و با استفاده از مدل‌سازی معادلات ساختاری به ­روش حداقل مربعات جزئی انجام گرفت. نتایج این پژوهش نشان داد که فرهنگ سازمانی تأثیر معناداری بر عملکرد دارد. هم­چنین بررسی تأثیر هر یک از انواع فرهنگ سازمانی بر عملکرد نشان داد که ارتباط فرهنگ‌های قبیله‌ای، کارآفرینانه و بازار با عملکرد تأئید شد، ولی ارتباط بین فرهنگ سلسله‌مراتبی با عملکرد معنادار نیست. در نهایت بررسی تأثیر فرهنگ سازمانی بر ابعاد عملکرد سازمانی نشان داد که فرهنگ سازمانی تاثیر معناداری بر یادگیری و رشد، فرآیندهای داخلی و دیدگاه مشتریان دارد. یافته‌های این پژوهش نکات کلیدی برای طراحی‌های سازمانی، درک عوامل موثر بر عملکرد سازمانی، راهنمایی‌های مدیریتی برای متناسب‌سازی مدل‌های فرهنگ سازمانی و نشان‌دادن اهمیت دستیابی به فرهنگ سازمانی منعطف در صنعت مهمان‌نوازی و هتل‌داری ارائه می‌کند.
کلیدواژه‌ها

عنوان مقاله English

Investigating the role of organizational culture on organizational performance in the hospitality industry

نویسندگان English

Yavar Babaei 1
Shahrzad Ashraf 2
1 Assistant Professor, Department of Management, Faculty of Economics and Management, Tabriz University, Tabriz, Iran.
2 Masters in Tourism Management, Qeshm Institute of Higher Education, Qeshm, Iran.
چکیده English

Introduction
The definition and measurement of organizational culture in various organizations have received the majority of attention in recent years (Delobbe et al, 2002; Weinzimmer et al, 2008). Research indicates that rivalry, productivity, corporate sales, profitability, and company growth are the primary areas of study in the field of organizational culture (Bavik, 2016). On the other hand, organizational culture's influence on the organization's and company's performance is one area in which it can be highly significant.
Although organizational performance is a complicated phenomenon, it may be best understood as a collection of actions meant to accomplish organizational objectives. Accordingly, the degree to which an organization has accomplished its objectives is correlated with its performance (Talapasand and Mohammadi Hosseini, 2015). The hospitality industry, which includes the lodging industry, benefits from this research. According to research, the hotel sector is more competitive and carries a very high risk than other sectors (Singal, 2015). Thus, the purpose of this study is to investigate how organizational culture affects performance in the hotel sector.
 
Methodology
This study examines the causal relationship between independent and dependent variables using a quantitative, descriptive-survey methodology. A questionnaire serves as the measuring instrument for the structures examined in this study. Four cultural structures—tribal, adhocracy, market, and hierarchy—were used to assess Cameron and Quinn's (2011) framework, which is the measurement tool for corporate culture. The Kaplan and Norton (1996) balanced scorecard, which comprises four dimensions of monitoring learning and growth, internal processes, customers' perspective, and financial success, is the instrument for assessing organizational performance. In this study, samples taken from Shiraz hotel management and staff were used to analyze and test the hypotheses that were developed.
The straightforward sampling procedure served as the foundation for our investigation. Time-wise, the information was gathered from November to December of 1402. By physically visiting the hotels and handing the questionnaire to the managers and staff, the questionnaire was gathered. From a geographical perspective, the data were most likely gathered from 120 samples and 10 hotels in Shiraz. Due to the sampling method's non-probability, the statistical techniques employed for data analysis in this study were SMART PLS version 3 software and structural equation modeling with partial least squares approach.
 
Results
The study's findings demonstrated that organizational culture predicts 41% of changes in organizational performance (414 /0R2=), and the main hypothesis regarding the impact of organizational culture on organizational performance in Shiraz city's hotels was validated at a 99% confidence level and with a beta coefficient of 0.651. There is no significant relationship between adhocracy and hierarchy culture and organizational performance, as the two cultures of adhocracy and hierarchy do not significantly affect performance. However, three types of organizational culture—tribal, market adhocracy, and market adhocracy—have a positive and significant effect on organizational performance, with path coefficients of 0.351, 0.231, and 0.224 at the 95% confidence level performance in Shiraz hotels. At the same time, 42% of changes in organizational performance may be explained by the four forms of organizational culture (R=0.426). The influence of organizational culture on every aspect of organizational performance is investigated in the following three hypotheses. The findings demonstrated that, at the 99% confidence level, organizational culture significantly and favorably influences internal processes (β=0.728), learning and growth (β=0.360), and customer perceptions (β=0.544). Furthermore, 28% of shifts in customer perceptions, 52% of shifts in internal procedures, and 11% of shifts in learning and development are predicted and explained by organizational culture.
 
Discussion and Conclusion
Increased global rivalry, shifting consumer needs, quick technical advancements, and uncertainty are some of the characteristics of the environment in which organizations compete. Flexibility is necessary for the organization to function in such an environment, and the organizational culture that guides the organization is one of the elements that determines its flexibility. One of the more recent schools of organization theory is the school of organizational culture. It is assumed in this school that a lot of actions and choices are based on patterns found in the organization's core beliefs. These presumptions are constant and have an impact on how the organization behaves.
 
The effect of organizational culture on organizational performance in Shiraz hotels has been assessed in this study. Four organizational culture components—tribal, adhocracy, market, and hierarchical—as well as functional components of learning and development, internal procedures, and customer viewpoints have all been used in this study to examine organizational performance. The results of this study support the notion that performance and adaptable organizational culture are related. Therefore, by prioritizing employee participation and opinions in organizational affairs, including internal processes, customer service, and understanding their needs—all of which are essential for empowerment (learning and growth)—improvement in these areas can be achieved in a flexible culture.
 
Funding
There is no funding support.
Authors’ Contribution
Authors contributed equally to the conceptualization and writing of the article. All of the authors approved the content of the manuscript and agreed on all aspects of the work declaration of competing interest none.
 
Conflict of Interest
Authors declared no conflict of interest.
 
Acknowledgments
We are grateful to all the scientific consultants of this paper.

کلیدواژه‌ها English

Organizational Culture
Performance
Hospitality
Human Resources
Structural Equations
جعفری، محمدباقر و امیرنژاد، قنبر. (1396). بررسی تأثیر فرهنگ سازمانی (براساس مدل‌هافستد) بر خلاقیت. فصلنامه رسالت مدیریت دولتی، 8 (26): 89- 79.
حکیمی، ایمان. (1396). تأثیر فرهنگ سازمانی بر قابلیت‌های بازاریابی و عملکرد: تبیین نقش میانجی جهت­گیری‌های استراتژیک برون‌گرا، مدیریت بازرگانی، 9 (4): 762- 739.
فقهی­فرهمند، ناصر. (1394). اولویت­بندی فرهنگ‌های سازمانی برای ارتقای عملکرد کارکنان به­تفکیک زن و مرد در سازمان‌های خدماتی (مطالعه موردی: سازمان‌های خدماتی شهر تبریز). زن و مطالعات خانواده، 28 (2): 91- 69.
Antonsen, Y., (2014). The downside of the Balanced Scorecard: a case study from Norway. Second. J. Manage. 30 (1), 40–50.
Asree, S., Zain, M., & Rizal Razalli, M. (2010). Influence of leadership competency and organizational culture on responsiveness and performance of firms. International Journal of Contemporary Hospitality Management, 22(4), 500-516.
Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
Bauer, T., & Erdogan, B. (2012). An introduction to organizational behavior, v. 1.1, 2012 book archive creative commons licensed.
Bavik A. (2016). Developing a new hospitality industry organizational culture scale. International Journal of Hospitality Management, 58(1), 44–55.-Berger, B. K. (2005). Power over, power with, and power to relations: critical reflections on public relations. the dominant coalition, and activism, Journal of Public Relations Research. 17(1), 5–28.-Cameron, K., & Quinn, R. (1999). Diagnosing and changing organizational culture. Based on the competing values framework. Reading, MA: Addison-Wesley.
Cameron, K.S., Quinn, R.E. (2011). Diagnosing and Changing Organizational Culture: Based on the Competing Values Framework. Jossey Bass, San Francisco, CA.
Chalofsky, N. E., Rocco, T. S., & Morris, M. L. (2014). Handbook of human resource development. Hoboken, NJ: John Wiley & Sons.
Chan, L., Shaffer, M., & Snape, E. (2004). In search of sustained competitive advantage: The impact of organizational culture. Competitive strategy and human resource management practices on firm performance. International Journal of Human Resource Management, 15(1), 17-35.
Deal, T., & Kennedy, A. (1982). A corporate culture. Reading, MA: Addison-Wesley.
Delobbe, N., Haccoun, R.R., Vandenberghe, C. (2002). Measuring core dimensions of organizational culture: a review of research and development of a new instrument. In: Unpublished Manuscript. Universite catholique de Louvain, Belgium.
Deshpande, R., Farley, J., & Webster, F. (1993). Corporate culture, customer orientation and innovativeness in Japanese firms: Aquadrad analysis. Journal of Marketing, 57(1), 23-37.
Deshpande, R., & Farley, J. U. (2004). Organizational culture, market orientation, innovativeness, and firm performance: An international research odyssey. International Journal of Research in Marketing, 21(1), 3-22.-Fey, C., & Denison, D. (2003). Organizational culture and effective-ness: Can American theory be applied in Russia. Organization Science, 14(6), 686-706.
Gao Y. (2017). Business leaders' personal values, organizational culture and market orientation. Journal of Strategic Marketing, 25(1), 49-64.
Gordon, G., & DiTomaso, N. (1992). Predicting corporate performance form organizational culture. Journal of Management studies, 29(1), 783-798.
Gregory, B.T., Harris, S.G., Armenakis, A.A., Shook, C.L., (2009). Organizational culture and effectiveness: a study of values, attitudes, and organizational outcomes. J.Bus. Res. 62 (7), 673–679.
Han, H. J. (2012). The relationship among corporate culture, strategic orientation, and financial performance. Cornell Hospitality Quarterly, 53(3), 207-219.
Hair, J. E., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Los Angeles: Sage.
Harris, S. O. and Mossholder, K. W. (1996). The Affective Implications of Perceived Congruence with Culture Dimensions during Organizational Transformation. Journal of Management, 22 (4), 527-47.
Hatch, M. J., & Shultz, M. (2008). Taking Brand Initiative. How companies can align strategy, culture, and identity through corporate branding. San Francisco, CA: Jossey- Bass.-Henri, J.F., (2004). Performance measurement and organizational effectiveness: Bridging the gap. Manage Finance, 1(1), 1-47.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135.-Hofstede, G., (2001). Culture’s Consequences, 2nd ed. Sage Publications Inc, Thousand Oaks, Ca.
Hogan, S. J. & Coote, L.V. (2013). Organizational culture, innovation, and performance: A test of Schein's model. Journal of Business Research, 1(1), 1-13.-Hoque, Z., (2014). 20 years of studies on the balanced scorecard: trends, accomplishments, gaps and opportunities for future research. Br. Account. Rev.46 (1), 33–59.
Jogaratnam G. (2017). How organizational culture influences market orientation and business performance in the restaurant industry. Journal of Hospitality and Tourism Management 31(1), 211-219.
Joseph, O. O., & Francis, K. (2015). The influence of organizational culture and market orientation on performance of microfinance institutions in Kenya. International Journal of Business and Management, 10(8), 204-211.
Kaplan, R.S., Norton, D.P. (1996). Using the balanced management system. Harv.Bus. Rev., 1(1), 75–86.-Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005). Market orientation: a Meta analytic review and assessment of its antecedents and impact on performance. Journal of Marketing, 69(2), 24-41.
Kotrba, L. M., Gillespie, M. A., Schmidt, A. M., Smerek, R.E., Ritchie, S. A., & Denison, D. R. (2012). Do consistent corporate cultures have better business performance? Exploring the interaction effects. Human Relations, 65(2), 241-262.
Lebas, M., Euske, K. (2007). A conceptual and operational delineation of performance. In: Neely, A. (Ed.), Business Performance Measurement Unifying Theories and Integrating Practice. Cambridge University Press, Cambridge, 1(1), 65-79.
Lee, S.K.J., Yu, K. (2004). Corporate culture and organizational performance. Jornal of Management Psychology. 19 (4), 340–359.
Lund, D.B., (2003). Organizational culture and job satisfaction. Jornal of Business & Industrial. Marketing. 18(1), 219–236.
Martins, E., & Terblanche, F. (2003). Building organizational culture that stimulates creativity and innovation. European Journal of Innovation Management, 6(1), 64-74.
McDaniel, C., Gates, R. (2006). Marketing Research. Auflage, Hoboken, NJ.
McCalman, J., & Potter, D. (2015). The key importance of culture in organizational change. London: Kogan Page.
McClure, R. E. (2010). the influence of organizational culture and conflict on market orientation. Journal of Business & Industrial Marketing, 25(7), 514-524.
Morgan, T. R., Rapp, A., Glenn Richey, R., Jr., & Ellinger, A. E. (2014). Marketing culture to service climate: The influence of employee control and flexibility. Journal of Services Marketing, 28(6), 498-508.
Moss, D., & DeSanto, B. (2011), Public relations. A managerial perspective. London: Sage Publications.
Naranjo Valencia, J. C., Sanz Valle, R., & Jim-enez D. (2010). Organizational culture as determinant of product innovation. European Journal of Innovation Management, 13(4), 466-480.
Naranjo-Valencia J. C., Jiménez-Jiméne D., Sanz-Valle R. (2016). Studying the links between organizational culture, innovation, and performance in Spanish companies. Revista Latino americana de Psicología, 48(1), 30-41.
Nazarian A., Atkinson P. and Foroudi P. (2017). Influence of national culture and balanced organizational culture on the hotel industry’s performance, International Journal of Hospitality Management, 63(1), 22-32.-Neely, A., Kennerly, M., Adams, C. (2007). Performance measurement frameworks: areview. In: Neely, A. (Ed.), Business Performance Measurement: Unifying Theories and Integrating Practice. Cambridge University Press, Cambridge, UK.
Norreklit, H. (2000). the balance on the balanced scorecard a critical analysis of some of its assumptions. Manag. Account. Res. 11 (1), 65–88.
Otely, D. (2007). Accounting performance measurement: a review of its purposes and practices. In: Neely, A. (Ed.), Business Performance Measurement: Unifying Theories and Integrating Practice. Cambridge, UK.
Petty, R. (1995). Attitude change. In A. Tesser (Ed.), advanced social psychology, 1(1), 195-256.
Prajogo, D.I., McDermott, C.M. (2011). the relationship between multidimensional organizational culture and performance. International. Jornal Operation &. Production Management. 31 (2) 712–735.
Sanz-Valle, R., Naranjo-Valencia, J., Jiménez-Jiménez, D., &Perez-Caballero, L. (2011). linking organizational learning with technical innovation and organizational culture. Journal of Knowledge Management, 15(6), 997-1015.
Schein, E. (2004). Organizational culture and leadership (3rd Ed.). São Francisco, CA: Jossey-Bass.
Sebastião S. P., Zulato G. and Trindade A. D. (2017). Internal communication and organizational culture: The management interplay in the view of the Portuguese communication consultant. Public Relations Review 43 (1) 863–871.
Sinclair, M., Sinclair, C. (2009). Improving hotel efficiency through integration of service and project management cultures. International Jornal of Hospitality & Tourism. 10 (4), 344–360.
Singal, M. (2015), how is the hospitality and tourism industry different? An empirical test of some structural characteristics. International Journal of Hospitality Management, 47(1), 116-119.
Sloan, P., Legrand, W., Chen, J.S. (2013). Sustainability in the hospitality industry: principles of sustainable operations. Routledge.
Strese S., Adams D. R., Flatten T. C., & Brettel M. (2016). Corporate culture and absorptive capacity: The moderating role of national culture dimensions on innovation management. International Business Review 25(1), 1149–1168.
Tajeddini, K., Trueman, M. (2012). Managing Swiss Hospitality: how cultural antecedents of innovation and customer-oriented value systems can influence performance in the hotel industry. International Jornal of Hospitality Management. 31 (4), 1119–1129.
Walker, J.R., Miller, J.E. (2009). Supervision in the hospitality industry. In: Leading Human Resources. Wiley.
Weinzimmer, L.G., Franczak, J.L., Michel, E.J. (2008). Culture-performance research: challenges and future directions.
Xenikou, A., & Simosi, M. (2006). Organizational culture and transformational leadership as predictors of business unit performance. Journal of Managerial Psychology, 21(6), 566-579.
Yaprak, A., Tasoluk, B., & Kocas, C. (2015). Market orientation, managerial perceptions, and corporate culture in an emerging market: Evidence from Turkey. International Business Review, 24(3), 443-456.
Yavas, B.F., Konyar, K. (2003). Cultural and economic determinants of managerial perceptions of quality. Jornal of Asia Pacific Business. 4(1), 3–23.
Yu, T. (2009). a review of study on the competing values framework. International Journal of Business Management, 4(7), 37-42