Exploring Ethical Incidents In The Taiwanese Hotel Industry

Chih-Ching Chris Teng · Hung-Sheng Lai · Hsiangting Shatina Chen

16 citations0/0 files storedInternational Journal of Hospitality & Tourism Administration

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Abstract

Purpose: This study attempts to explore and identify critical ethical incidents encountered by senior managers employed in international hotels in Taiwan.Design/methodology/approach: An in-depth interview was conducted to collect data from 22 senior managers. By using the critical incident technique (CIT) to analyze the interview data, 161 critical ethical incidents were identified and discussed.Findings: The analytical results show that the identified ethical incidents can be divided into 3 main categories, 7 sub-categories, and 13 underlying factors. The main and sub-categories include: (1) personal issues: personal integrity, executive leadership, and customer equity; (2) organizational issues: corporate integrity, organizational climate, and cross-cultural management; (3) external issues: customer integrity.Practical implications: Currently in Taiwanese hotels, ethics are not generally emphasized by management. The results of this research can contribute to hospitality ethics research and provide suggestions for ethics education and employee training in the hospitality industry.Originality/value: This study investigates critical ethical issues that exist in the hospitality workplace, with a focus on critical ethical concerns confronted by employees and managers in the hotel industry.

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References

1954The critical incident technique.2007Critical Incident Technique 1988The Organizational Bases of Ethical Work Climates 2005A Review of The Empirical Ethical Decision-Making Literature: 1996–2003 2004The Critical Incident Technique in Service Research 2006Continuities and Extensions of Ethical Climate Theory: A Meta-Analytic Review 1998Qualitative methods and analysis in organizational research : a practical guide 1994Toward an understanding of ethical climate: Its relationship to ethical behavior and supervisory influence

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