Queueing Models and Service Management

A Study on the Impact of Hotel Supervisor Leadership Styles on Employees' Organizational Citizenship Behavior with Service Management Implications

Chun-Yi Wu — 2025-06-10

This study aims to explore the relationship between hotel supervisors' leadership styles (transformational and transactional leadership), organizational commitment, and organizational citizenship behavior (employees, company, and customers). A questionnaire survey was conducted among hotel industry employees, resulting in 410 valid responses. The empirical results show that both transformational and transactional leadership styles of hotel supervisors enhance employees' organizational commitment; these leadership styles also strengthen employees' citizenship behavior towards colleagues, the company, and customers. Furthermore, increased organizational commitment among employees enhances their organizational citizenship behavior. This article reveals how transformational and transactional leadership influence organizational commitment and citizenship behavior, offering strategies for hotel management. Future research could explore these dynamics across different organizational cultures and hotel types to enhance the depth and generalizability of the findings.

Managerial Implications of the Perception Difference in Frontline Workers in Healthcare Service Systems During the COVID-19 Pandemic

Teh-Kuang Sun — 2025-06-10

COVID-19 pandemic had significant psychological impact to frontline healthcare workers (HCW). Variations in job positions have resulted in differing perceptions of adverse psychological effects, which in turn can impair organizational performance and the quality of patient care. We conducted cross-sectional study to survey the psychological impact on healthcare workers during the COVID-19 pandemic. The study included frontline physicians, nurses, and specialized nurses such as physician assistants (PAs) and respiratory therapists (RTs) from a regional teaching hospital, achieving a final valid response rate of 87.92%. For statistical analysis, we employed descriptive statistics, Pearson correlation, and one-way analysis of variance. The analysis revealed that among different groups of HCWs, nurses reported higher levels of insomnia, poorer social support, insufficient personal protective equipment (PPE) support, lower satisfaction with workplace relationships, increased social pressure, and less family support compared to physicians. PAs and RTs also reported poorer social and family support than physicians. These findings highlight the hierarchical differences in the perception of negative psychological impacts and the extrinsic factors influencing them. The psychological well-being of HCWs is crucial for organizational performance, patient care quality, and safety. From a managerial perspective, this study identified that hierarchical differences have negative implications for the psychological health of HCWs, particularly during the pandemic. We propose flattening organizational hierarchies to foster an atmosphere of equity and enhancing employer support, especially for nurses and PAs/RTs, as strategic measures to mitigate the negative psychological impacts on vulnerable groups of HCWs.

A Time-dependent Tandem BMAP with Balking and Batch Service with Possible Breakdown and Delayed Service

Aliakbar Montazer Haghighi — 2025-06-10

In this paper, a time-dependent queueing system containing two stages in tandem has been considered. Carriers carry jobs by bulks of various sizes and arrive at the first stage according to a Poisson distribution. There is a possibility of balking and, hence, jobs attend with some probability at an infinite size buffer, located at the entrance of the first stage. As the jobs attend, they will be placed randomly in the buffer with some type of identification for later to be served based on that order, that is, first-come – first-served rule. For jobs to be served by batches, they will be grouped with a minimum and a maximum limit and will be moved to be served by a single server. However, before being served, jobs must go through a procedure that causes service be performed with delay. There is also a possibility of a server breakdown that would require to be repaired, which will affect arrivals, that cause another possible delay in service. As a batch exits the first stage, some may leave the system at that point with some probability. The rest of the batch attend an infinite buffer at the second stage with the complement of the probability of leaving. The attending batch es will be numbered and they will move to service as they are. As it can be anticipated for a time-dependent case, the system is a complicated one. Nonetheless, the time-dependent probability generating function for the number of jobs at each stage and the system as a whole, as well as the first and the second moments are found. The probability generation function and convolution of exponential functions and generating functions have been used to obtain moments for each stage as well as the system. Several special cases have been
illustrated to show the validity of the results.