Overwhelmingly, research examining temporary work agency (TWA) employment suggests that agencies rely on cost-based HRM, which coincides with substandard outcomes for TWA workers and clients. While contrasting literature indicates that ‘value adding’ HRM may yield more positive outcomes, empirical evidence remains scarce. This case study–based research begins to redress this gap by comparing TWAs reliant on cost-based and ‘value adding’ HRM within the hospitality industry. Findings illustrate that TWA employment and ‘value adding’ HRM are compatible and advantageous, yielding superior outcomes for TWA workers and clients.

This article reconstructs the heated – local and national – debate around the consistent and pervasive foreign presence in the border territory of Lake Garda on the eve of the Great War. Here, the growing nationalistic tensions that preceded the conflict intertwined with the emerging hospitality industry. Tourism, seen as a social phenomenon, can thus offer a privileged perspective on the transformations of the general context of the time. Introduced by Austro-Germanic inhabitants of the lake at the turn of the nineteenth and twentieth centuries, the hospitality industry on Lake Garda flourished up to the eve of the Great War. There were, however, also opponents to this model of development. The dispute escalated to the point that, in the perception of the locals, the ‘outsiders’ turned into ‘enemies’ and Lake Garda increasingly became a disputed area: a symbol of the tensions of the time.

This study tested the relationship between servant leadership, unethical pro-organizational behavior (UPB) of employee, trust in managers, and employees' positive reciprocity beliefs (PRB). Data were collected from 392 employees who work in four and five-star hotels in Alanya, Turkey. Structural equation modeling and artificial neural network analyses provided evidence for direct and indirect relationships between servant leadership and employee UPB via trust in manager and PRB. Specifically, trust in manager and PRB strengthened the relationship of servant leadership with employee UPB. These findings suggest that servant leadership could have a previously unexplored dark side in certain contexts. The study enhances the servant leadership and UPB literature. It also suggests certain practical implications for hotel managers to be able to reduce employee UPB. The limitations and future research suggestions of the study are discussed.

This article discusses the findings of an exploratory study into the nature and influencing factors of front-line employee deviant behaviour in service encounters in two hospitality industries. A dual perspective approach was used that involved employees and customer perceptions. Interviews were conducted with service managers and front-line employees from hospitality and adventure tourism organizations in New Zealand. Data from customers was obtained from written scenarios and customer feedback. Based on the outcomes of this study and related literature, a definition of service deviance and a typology to describe four different types of deviant behaviour are proposed. The findings of the study also indicate that the customer's attitude and behaviour is a key factor that influences front-line employees to engage in acts of deviance. The implications of the findings for service organizations and future research directions are discussed.

The major focus of this research is to investigate whether environmental knowledge has any impact on organizational outcomes through an empirical investigation of 127 Spanish hospitality companies, using structural equation models. Our results show that environmental knowledge is an important determiner for developing organizational outcomes. However, this relationship is completed with just two related constructs: Firstly, the company's acquisition process plays a key role in managing the tension between the knowledge necessary to develop the appropriated environmental initiatives and current knowledge. Secondly, the company's distribution process also sheds light on tangible means for managers to enhance their company's outcomes through environmental knowledge.