Emotional Labor in the Tourism Industry

The chapter reviews the key concepts, definitions, individual and organizational antecedents, and individual and organizational outcomes of emotional labour (EL) in the tourism industry. The application of the concept in research and practice is discussed along with the implications. The theoretical domains of convergence and divergence are identified. key challenges and applications of EL with airlines cabin crew, restaurant service staff, and hotel industry frontline staff are identified and discussed. A systematic review of literature on EL in tourism is undertaken followed by critical appraisal of the implications of EL for HR practices in the tourism and hospitality industry.

COVID-19 Vaccination Acceptance among Healthcare Workers and General Population at the Very Beginning of the National Vaccination Program in Poland: A Cross-Sectional, Exploratory Study

The aim of the study was to assess the acceptance level of COVID-19 vaccination among healthcare workers (HCW) and the general population in Poland at the start of the national COVID-19 vaccination program from 18–31 December 2020. A cross-sectional anonymous survey was conducted in a group of 1976 people: 1042 health professionals and 934 non-medical professionals using an on-line questionnaire. The most skeptical about the COVID-19 vaccine were students of non-medical faculties, non-medical professions, and administrative–technical health service staff (26.2%, 38.7% and 41.2%, respectively). The most positive attitude to vaccination was reported by doctors, medical students and pharmacists (80.6%, 76.9% and 65.7%, respectively). Doctors (64.7%) and medical students (63.7%) most often declared confidence in vaccines compared to nurses (34.5%). Distrust about vaccine safety was declared by nurses (46.6%) and pharmacists (40.0%). HCW encouraged others to vaccinate more eagerly (65.8%) than non-medical professions (28.3%). Thus, a considerable proportion of HCW in Poland expressed concern about vaccines just prior to the beginning of the COVID-19 immunization program. The significant decrease in the willingness to vaccinate observed in Poland towards the end of 2021 must be considered in the light of the serious COVID-19 vaccination hesitancy in the Polish population.

KETERSEDIAN KOLEKSI MUATAN LOKAL DALAM MENINGKATKAN LITERASI INFORMASI MASYARAKAT TENTANG KEARIFAN LOKAL DI DINAS PERPUSTAKAAN DAN KEARSIPAN KOTA PADANG PANJANG

The purpose of this study is to describe (1) the availability of collections local content in increasing public information literacy about wisdom local at the Padang Panjang City Library and Archives Service; (2) obstacles in improving public information literacy about local wisdom in the Dinas Padang Panjang City Library and Archives; and (3) efforts in improving public information literacy about local wisdom in the Dinas Padang Panjang City Library and Archives. This research is a type of qualitative research with a descriptive method. Data collection techniques through observation, interview, and documentation. Research data was obtained from the results of an interview with the Head of the Library Service and Assistant Service Staff Padang Panjang City Library and Archives. The results of this study are as follows. First, in doing availability of local library collections pay attention to indicators availability of library collections including. (1) relevance, availability collection of local content in the library is relevant to the related user needs collection of local content; (2) user-oriented, collection availability local content in the library related to the information needs of users; (3) completeness of collections, completeness of local content collections in the library is still not complete because it only exists in printed form; (4) the ratio of titles, users and field specialist. The ratio between the titles of local content collections in the library and current users is still limited; (5) does not conflict with politics, ideology, religion or belief, race, or class. Availability of local content collection what is in the library does not conflict with politics, ideology, religion as well as existing races and groups; (6) scientific objects, collection availability local content in the library is adjusted to the vision and mission of the parent institution to achieve goals and objectives. Second, the City Library and Archives Service Padang Panjang has obstacles, namely: (1) lack of librarians functional in carrying out coaching activities; (2) users looking for local content collection is still very limited; (3) lack of active community participation. Third, the Padang Panjang City Library and Archives Service carried out several efforts to improve public information literacy about wisdom local Padang Panjang, namely: (1) holding traditional training activities; and (2) providing guidance to the Community Reading Park (TBM)

Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites

The COVID-19 pandemic has impacted both healthcare and the economy on a global scale. This pandemic has changed consumer habits and behaviors significantly, primarily because of confinement-related issues. While numerous research has been undertaken to study customer satisfaction using surveys and online passenger ratings, the effect of COVID-19 on passenger satisfaction has not been explored. It is vital to assess satisfaction indicators gathered from online consumer reviews to ascertain consumers’ preferences for airline services during the COVID-19 pandemic. The goal of this study is to determine the primary themes that emerged from airline travelers’ internet reviews during the COVID-19 outbreak. Additionally, it attempts to determine which of these themes relate to higher and lower passenger satisfaction. The article uses qualitative (i.e., narratives) analyses to examine the main components of passengers’ subjective experiences of the airline. Data are represented by passenger reviews posted on the TripAdvisor website. The analyses revealed ten themes in descriptions of airline travel experiences. These include “flight”, “service”, “staff”, “food”, “check-in”, “cancellation”, “COVID-19”, “airport”, “class”, and “luggage”. Dissatisfying concepts are linked with the “cancellation”, “check-in”, “refund”, and “airport” concepts.

KAPASITAS KELEMBAGAAN DAERAH DALAM PENYELENGGARAAN PEMERINTAHAN DAN PELAYANAN PUBLIK PASCA PEMEKARAN

This study aims to find out how the capacity of local institutions in administering government and public services after the expansion with a case study in Kulim District, Pekanbaru City, and to find out what factors support institutional capacity in administering government and public services after the division of the sub-district area. This research use desciptive qualitative approach. Primary data were obtained directly through interviews with informants, namely the administrative staff of the regional secretariat of the Mayor of Pekanbaru, the Head of Kulim District, the Village Head of Mentangor, sub-district service staff, and community service recipients in the sub-district. The results of this study indicate that the capacity of regional institutions in administering government and public services after the division in Kulim District is sufficient. This is marked by the implementation of various activities in the sub-district in carrying out government administration, public services, and also empowering the community in Kulim District. The factors that support the institutional capacity of the sub-district after the division include organizational structure, work team, number of human resources, commitment and competence, work experience and seniority, and completeness of supporting infrastructure.AbstrakPenelitian ini bertujuan untuk mengetahui bagaimana kapasitas kelembagaan daerah dalam penyelenggaraan pemerintahan dan pelayanan publik pasca pemekaran dengan studi kasusnya di Kecamatan Kulim Kota Pekanbaru, serta untuk mengetahui faktor-faktor apa saja yang mendukung kapasitas kelembagaan dalam penyelenggaraan pemerintahan dan pelayanan publik pasca pemekaran wilayah kecamatan. Penelitian ini menggunakan pendekatan deskriptif kualitatif. Data primer diperoleh langsung melalui wawancara dari informan, yaitu Staf bidang pemerintahan sekretariat daerah walikota pekanbaru, Camat Kulim, Lurah Mentangor, staff pelayanan kecamatan, dan masyarakat penerima layanan di kecamatan. Hasil penelitian ini menunjukkan bahwa kapasitas kelembagaan daerah dalam penyelenggaraan pemerintahan dan pelayanan publik pasca pemekaran di Kecamatan Kulim sudah cukup memadai. Ini ditandai dengan sudah berjalannya berbagai aktifitas kegiatan di kecamatan dalam melaksanakan penyelenggaraan pemerintahan, pelayanan publik, dan juga pemberdayaan kepada masrayakat di Kecamatan Kulim. Adapun faktor-faktor yang mendukung kapasitas kelembagaan kecamatan pasca pemekaran antara lain, struktur organisasi, tim kerja, jumlah SDM yang dimiliki, komitmen dan kompetensi, pengalaman kerja dan senioritas camat, dan kelengkapan sarana prasarana pendukung. Kata Kunci: Kapasitas Organisasi, Desentralisasi, Pelayanan Publik

Editorial: Collaboration in higher education: Partnering with students, colleagues and external stakeholders

Welcome to this Special Issue of the Journal of University Teaching and Learning Practice (JUTLP). This editorial provides an overview of Collaboration in Higher Education. Humans are social, inter-dependent beings, needing to be and communicate with each other. Being with other people provides an opportunity to grow and develop, creating a sense of self and identity. Together we construct, structure and restructure the stories that build the larger narratives of who we are, what we do and how we live, act and behave as people, professionals and larger communities. It is through our collaborations that we come together, and construct meaning and ourselves. As Higher Education continues to exclude and sideline, as it constrains and removes spaces and places for collaboration between service staff, faculty and students within institutions, between institutions, and with other stakeholders, there is a need to rediscover the power of collaboration. The articles included, build on practical experience, research data, personal and collective reflections, to outline how the contributors have navigated this tension to create spaces of voice and hope. Presented are case studies that are boundary crossing: across disciplinary boundaries; cross-institution collaboration; cross-boundary working; pedagogical co-creation and the re-conceptualising of learning; and students as partners, co-researchers and co-authors. Together they showcase refreshed notions of collegiality and collaboration in Higher Education that support new and more nuanced, and dynamic models of co-creation. We hope the Special Issue helps seed an ecology of collaborative practice for social justice – a more humane academia.

Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space

In recent years, the demand for remote services has increased with concerns regarding the spread of infectious diseases and employees’ quality of life. Many attempts have been made to enable store staff to provide various services remotely via avatars displayed to on-site customers. However, the workload required on the part of service staff by the emerging new work style of operating avatar robots remains a concern. No study has compared the performance and perceived workload of the same staff working locally versus remotely via an avatar. In this study, we conducted an experiment to identify differences between the performance of in-person services and remote work through an avatar robot in an actual public space. The results showed that there were significant differences in the partial performance between working via an avatar and working locally, and we could not find significant difference in the overall performance. On the other hand, the perceived workload was significantly lower when the avatar robot was used. We also found that customers reacted differently to the robots and to the in-person participants. In addition, the workload perceived by operators in the robotic task was correlated with their personality and experience. To the best of our knowledge, this study is the first investigation of both performance and workload in remote customer service through robotic avatars, and it has important implications for the implementation of avatar robots in service settings.

Risk assessment of metabolic syndrome prevalence involving sedentary occupations and socioeconomic status

ObjectivesTo determine whether occupation type, distinguished by socioeconomic status (SES) and sedentary status, is associated with metabolic syndrome (MetS) risk.MethodsWe analysed two data sets covering 73 506 individuals. MetS was identified according to the criteria of the modified Adult Treatment Panel III. Eight occupational categories were considered: professionals, technical workers, managers, salespeople, service staff, administrative staff, manual labourers and taxi drivers; occupations were grouped into non-sedentary; sedentary, high-SES; and sedentary, non-high-SES occupations. A multiple logistic regression was used to determine significant risk factors for MetS in three age-stratified subgroups. R software for Windows (V.3.5.1) was used for all statistical analyses.ResultsMetS prevalence increased with age. Among participants aged ≤40 years, where MetS prevalence was low at 6.23%, having a non-sedentary occupation reduced MetS risk (OR=0.88, p<0.0295). Among participants aged >60 years, having a sedentary, high-SES occupation significantly increased (OR=1.39, p<0.0247) MetS risk.ConclusionsThe influence of occupation type on MetS risk differs among age groups. Non-sedentary occupations and sedentary, high-SES occupations decrease and increase MetS risk, respectively, among younger and older adults, respectively. Authorities should focus on individuals in sedentary, high-SES occupations.

Abuse of and Intervention for Older Adults During the COVID-19 Pandemic

Beginning in the United States in 2020, SARS-CoV-2 lead to unprecedented changes in the lives of both younger and older people. Efforts to mitigate the spread of the novel coronavirus, which included physical distancing and self-quarantine not only upended the lives of many people but also created natural laboratory conditions for the mistreatment of older adults. Exploring the mistreatment of older adults during the pandemic presented an unprecedented opportunity to examine perspectives of service providers and affected older adults. This symposium offers four perspectives on this subject. Dr. Karen Roberto and colleagues will present changes and challenges that COVID-19 brought for Adult Protectives Service staff and the vulnerable adults whom they serve. Ms. Lori Smetanka and colleagues will present changes and challenges that COVID-19 created for state and local Long-Term Care Ombudsman. Dr. Holly Ramsey-Klawsnik and Ms. Tammy Seaver will report on how the pandemic affected Nevada Adult Protective Services clients, casework, and staff. Finally, Dr. Pamela Teaster and colleagues will discuss how older adults experienced exploitation attempts during the early months of the pandemic. Dr. Cory Bolkan will begin the discussion, highlighting how conditions brought about by COVID-19 both enabled and thwarted efforts to address elder abuse.