Grant Cairncross

Generation Y and work: problem? what problem?

Grant Cairncross et al. — Thu, 09 May 2013 22:51:15 PDT

Employee stress and stressors in gambling and hospitality workplaces

Margaret Tiyce et al. — Thu, 09 May 2013 22:51:14 PDT

Employee stress has harmful effects for employees, organizations, families and society. However, employee stress, and the workplace stressors that create it, go largely unaddressed by organizations. Hospitality workplaces, including gaming venues, appear especially conducive environments for employee stress, although little research has focused on stressors in gaming venues. Through qualitative analysis of data from a previous study of gaming venue employees, the authors of this study investigated stressors in gambling workplaces. The analysis revealed that employment conditions, shift work, demanding work roles, emotional labor, patron interactions, uncertainty and lack of control, legal responsibilities, ethical concerns, and super-charged environments are key stressors for employees in gambling workplaces. In this regard, gaming venue employees may face additional stressors to hospitality employees more generally. Policy and practical implications for human resource managers are discussed.

The Simpsons 'on strike': what a viewing audience learns about work from a TV series

Johan Richard Edelheim et al. — Wed, 01 May 2013 23:41:03 PDT

Achieving Full Employment in Remote Settlements: subsidiarity and path dependence

Ann Ingamells et al. — Wed, 12 Dec 2012 13:26:26 PST

Many intertwined factors contribute to sustainability in the desert settlements of Birdsville and Bedourie. Taking one factor, the commitment to, and achievement of, full employment for all local residents, this paper draws data from a larger research project into desert settlement sustainability to unpack the components that have interplayed through history and into the present to make that local goal achievable. Current sustainability in these two settlements can be seen as an effect of astute and entrepreneurial adaptation of contemporary opportunities, both external such as policy and internal such as local resources. Yet, the capabilities underpinning such adaptations and the aspirations that drive them have a local history that exists in complex relationship to broader socio-political developments. The ways in which these settlements have resolved past conflicts, addressed past challenges and invested in certain directions over others can all be seen as contributing factors in present sustainability (and associated vulnerabilities). The analysis of this paper suggests that whilst changes in national and state level policy can be swift and impose short timeframes for producing outcomes, the achievement of sustainable settlement outcomes depends on social dynamics and path dependencies that have developed slowly, over time in the particular geographical locale. Settlements inevitably build upon, rather than act outside of, their own legacies, and this is too rarely apprehended in the process of external policy intervention in settlements. The case study of this paper suggests that, as best case scenario, external policy is one component to be employed in what is essentially a local creative process, and it is this creative process that, if tapped, produces sustainability.

Small accommodation providers and UGC web sites: perceptions and practices

Joshua Hills et al. — Thu, 04 Oct 2012 20:41:04 PDT

Purpose – This paper aims to understand the perceptions and practices of small accommodation providers regarding the growing area of user-generated content (UGC) web sites.

Design/methodology/approach – A total of eight small hospitality enterprise cases of four classifications were selected using a purposive stratified sampling procedure. On-site semi-structured interviews are the main source of information.

Findings – Empirical findings indicate that there is a divergence among small accommodation providers with regard to UGC web sites. It finds that small accommodation provider views are varied as to the influence of UGC web sites on traveller decisions. It also shows that some providers are using innovative, proactive practices to respond to UGC web sites, whilst others have limited awareness of the internet and are currently not responding.

Research limitations/implications – The generalisation of this research is limited by its sample size. The research implications are that more research using a more representative sample must be completed on the topic to verify findings.

Practical implications – With great diversity in the awareness and responses of small accommodation providers to changes on the internet for firms not to suffer a competitive disadvantage, they must, at least, stay abreast of developments on the internet, in particular fast-growing UGC web sites.

Originality/value – Minimal research has been completed on the perceptions and practices of accommodation providers regarding UGC web sites, despite the importance the web sites are thought to have on traveller decisions. This paper should be of interest to tourism hospitality practitioners as well as academic researchers to better understand how practitioners are responding to the emerging issue of UGC web sites.

How small regional accommodation providers view and respond to online intermediaries

Joshua Hills et al. — Thu, 04 Oct 2012 20:41:03 PDT

The internet has become a particularly important means for distribution in the tourism industry, leading to the emergence of many global companies operating as online intermediaries. While research has focused on the strategies of these intermediaries and the distribution strategies of hotel chains, limited research attention has been paid to online distribution with regard to regional small accommodation providers. This study investigates the perspective of these organizations with regard to their evaluations of online intermediaries and their resulting online distribution strategies. Adopting a multiple case study strategy, the research finds that the interests of the small accommodation providers and online intermediaries conflict and result in dissatisfaction. This is resulting in small accommodation providers moving away from contracting online intermediaries in favour of search engine optimization (SEO) of their own website. The study concludes by discussing the implications, and associated issues, of such a strategy.

Cross-border industry clusters: the conduciveness of border regions

Grant Cairncross et al. — Thu, 04 Oct 2012 17:00:55 PDT

Psychology, tourism, health and wealth

Iain Waller et al. — Mon, 24 Sep 2012 18:46:17 PDT

Australians work longer hours than most other OECD employees (Callus, 2002; Pocock, 2001), and are not effectively using their recreation leave. According to National Occupational Health and Safety Commission (NOHSC) figures, workplace accidents and diseases will cost the Australian economy over $50 billion in 2003. However, even this figure may understate matters (Mandryk, 2001). Organisations that don’t overwork their employees, offer more sociable hours and better than average leave periods tend to be more productive (Buchannan & Van Wanneroy, 2001). Illness brought about by workplace stress has resulted in legislation in countries such as Sweden, the UK and the Netherlands (Dollard, 2001) which has shown an improvement in cardiovascular risk, level of sleep disturbances and gastrointestinal complaints of employees. This paper provides a framework for future enquiry to increase our understanding of tourism and its relationship to psychology. This interface will have an increasing impact within health economics and the emerging field of Employment Relations.

Size does matter: training and service quality in small to medium Australian regional hospitality firms

Grant Cairncross et al. — Thu, 13 Sep 2012 19:55:54 PDT

There is little doubt that small and medium sized enterprises dominate the Australian hospitality sector, providing significant economic benefits to regional economies. Yet, despite this importance, relatively little is known about the nature and determinants of training in SME hospitality firms in regional Australia. An examination of four SME restaurant enterprises in Northern New South Wales revealed that organisational size is likely to influence the drive of firm managers and/or owners as it relates to the adoption of formal training strategies. Interestingly, it was found that these small stand alone establishments rather than large resort based establishments engaged in more formalised training approaches, appearing to contradict earlier findings about small to medium organisations in the industry in Australia and overseas.

Identifying visitor service quality in Australian regional botanic gardens

Gary Crilley et al. — Thu, 13 Sep 2012 19:55:53 PDT

Industrial disputation and trade unions in registered clubs of Queensland

Jeremy Buultjens et al. — Thu, 13 Sep 2012 19:55:52 PDT

In Australia there have been few empirical studies into the level of industrial disputation and the role of trade unions in the clubs and gambling sector of the tourism and hospitality industry. However, there is a belief that there are low levels of direct conflict, low levels of union membership and low levels of trade union involvement in the sector just as there is in the broader hospitality industry. This paper examines various aspects of conflict and trade union involvement in registered clubs of Queensland to determine the nature of conflict and union involvement and to see if they replicate the factors found in the hospitality industry. The findings indicate relatively low levels of industrial conflict, unionisation and trade union involvement. In addition, business size and the level of unionisation have significant relationships with some aspects of trade union membership and conflict.

Generation Y and work in tourism and hospitality: problem? What problem?’

Grant Cairncross et al. — Thu, 13 Sep 2012 19:55:49 PDT

The impact of employment strategies in hotels and resorts: a case study analysis of their effects on service quality and empowerment in Australian four and five-star organisations

Grant Cairncross — Thu, 13 Sep 2012 19:55:49 PDT

Ultimately this thesis argues that hotels and resorts need to move from using awards to using collectively negotiated enterprise agreements given the need to address the "turnover culture" identified, especially in a time of tight labour and skill markets and when a new generation of employees, such as Generation Y, demands employment relations and human resource strategies that are attractive and offer portable skill recognition and training. It is argued collectively negotiated employment agreements are particularly relevant to delivering this and also given that the new legislation introduced by the freshly elected Labor Government in early 2008 aims to encourage employers to realise that collective enterprise agreements can give them an instrument that is a vital tool for improving perceived service quality by retaining human capital.

A thematic review of Club Management Magazine Australia: 1993-2003 (chapter)

Grant Cairncross et al. — Thu, 13 Sep 2012 19:55:47 PDT

This analysis of articles from 1993 to 2003 in Australia's premier club management trade magazine, Club Management in Australia (CMA), the publication of the Club Managers' Association Australia (CMAA), highlights a number of recurring key themes. These are: taxation legislation; employment relations and human resources; gambling, alcohol, smoking, and related social issues; club expansion, innovation and growth; and contribution to the community. This article analyses these themes and discusses the key forces driving change in these areas, while also identifying the viewpoints of club managers. It is concluded that empirical academic research into these themes and the issues pertaining to them is needed. This is especially true of gambling, smoking, and social issues, the effectiveness of new gambling and club-related legislation, and the contribution of clubs to the community. Further research will be required to test the validity of several of the arguments put forward by the CMAA in the articles reviewed.

Should the taking of annual leave be made compulsory in Australia?

Grant Cairncross et al. — Thu, 13 Sep 2012 19:55:46 PDT

Australians work longer hours than most other OECD nations and are not effectively using their full annual leave entitlements. According to National Occupational Health and Safety Commission figures workplace accidents and diseases may cost the Australian economy $37 billion per annum. However, even this figure may be out of date and understated because it does not include the costs of workplace stress. This is a workplace health issue that studies show can be ameliorated by holidays. Workplace stress, may be a major cost to the economy. This paper considers the connections between these issues and outlines an agenda for future research so as to increase our understanding of the importance of the taking of annual leave to the people and economy of Australia.

Human resource development and 'casualisation' in hotels and resorts in Eastern Australia: getting the best to the customer?

Grant Cairncross et al. — Thu, 31 Mar 2011 21:06:17 PDT

This paper provides an analysis of human resource development and knowledge capital management relations practices used by hotels and resorts in 2007. The study examined the employment instruments used, methods of employee recruitment, selection, staff turnover trends, remuneration policies, attitudes to knowledge capital and the application of service quality measurement. The findings indicate that larger foreign-owned organisations have adopted more innovative approaches than smaller Australian-owned hotels and resorts, while skill shortages and generational attitude changes have driven more inventive retention strategies in both groups. It was also found that in spite of the adoption of more enlightened human resource strategies, staff turnover, particularly casual staff turnover, remains problematic and could negatively impact upon customer satisfaction.

Well-being and its discontents: a critique of Hamilton and Dennis’ Affluenza

Richard Hil et al. — Thu, 16 Sep 2010 18:58:26 PDT

This article develops a critique of Hamilton and Dennis's book Affluenza. In recognising many of the strengths of the book in terms of its focus on Australia's consumerist culture, the article nonetheless outlines a range of significant shortcomings in its argument, not least the tendency to overstate the prevalence of consumerist values, the narrow interpretation of what constitutes 'consumerism', the flawed assumptions over marketing, savings and 'downsizing', and the range of culturally loaded assumptions that underpin the text. In asserting that affluence rather than poverty is the main issue in Australia, Hamilton and Dennis tend to sweep aside deep and prolonged inequities that are characteristic of contemporary Australian society.

Generation Y and innovator employers in the Australian tourism and hospitality industry

Grant Cairncross et al. — Wed, 15 Sep 2010 19:05:42 PDT

It appears that there are employers who believe that Generation Y employees are often problematic. The technology. mass marketing. poLitical times, and pop-culture in which Generation Y have grown up has ensured they have appreciably different ambitions and worLd views to previous generations. This paper reports the results of a study examining tourism and hospitality employer views of Generation Y employees and how some employers are attempting to draw upon the strengths of these workers. Focus groups with. and interviews of employers in Coffs Harbour. Cairns, South East Queensland, Sydney and Port Douglas were used to gain an understanding of employer views. The focus groups and interviews indicated that a sizeable number of tourism and hospitality managers believe Generation Y's beLiefs in the types of work that they should be doing in their formative years in the workpLace is a substantial probLem for their organisations. However, a minority group of empLoyers identified Generation Y's attitudes to work as an opportunity to tap into their strengths and to connect with their potentiaL customer base. A number of iconic Generation Y cultural 'tools' have been adopted by this more visionary group of tourism and hospitality empLoyers and are being used for recruitment and retention.

Enterprise bargaining under the Workplace Relations Act 1996 in construction and hospitality small businesses: a comparative study

Grant Cairncross et al. — Wed, 15 Sep 2010 19:05:41 PDT

A major change in Australian industrial relations system since the early 1990S has been the shift from conciliation and arbitration to formalized enterprise and individual bargaining. These changes occurred at the federal and state levels. At the federal level, the introduction of individual bargaining through Australian 'Workplace Agreements (A\VAs) and award simplification has resulted in substantially reduced reliance on awards. However, the small business sector has been viewed as reluctant participants in formalized bargaining for various reasons. Despite this reluctance, during the late J990S there have been increasing numbers of small businesses negotiating collective agreements at the federal level. This article examines J02 certified agreements involving small firms from the construction and hospitality industries in order to identify the outcomes from these agreements. The study found that the increasing incidence of small businesses adopting enterprise agreements are largely due to the fact that state awards have disappeared in Victoria thereby nec~ssitating a move to certified agreements under the federal 'Workplace Relations Act J 996. The study shows that in smaIJ to medium enterprises employees who are highly organized, and represented by unions, can obtain improvements to conditions of employment under enterprise bargaining. These conditions are often obtained through the use of sustained pattern bargaining campaigns, particularly in the construction indusu)" and especially in Victoria, Conversely, where union coverage is weak employers are capable of using enterprise bargaining to obtain changes in working conditions that, with regard to pay rates, penalty rates and flexible hours of work in particular, are of benefit to the employers and are in some cases a major change to those existing under the award.

Training and service quality: a case study analysis of regional Australian restaurants

Grant Cairncross et al. — Sun, 25 Jul 2010 22:30:02 PDT

The incorporation of training procedures, both formal and informal, within hospitality firms is recognised as a vital element in achieving sustainable perceived service quality. Yet, despite this importance, relatively little is known about the extent, nature and determinants of training in hospitality firms in regional Australia. Restaurants in particular have proven hard to analyse because many are what the Australian Bureau of Statistics calls micro-businesses who employ less than five staff, or are small businesses with five to twenty employees, and have little in the way of training resources and expertise in the area. An examination of six restaurants in Northern New South Wales identified that medium sized boutique operations owned and managed by operators with a passion for fine food and service had training policies that were more extensive than larger organisations such as resorts even though the latter often had a higher star rating. It was apparent that organisational size and resources had more of an effect on the adoption of formal training strategies such as induction and the establishment and provision of a formal training manual.