The representatives of the business consultancy firm contacted the managements of
the international five-star chain hotels via an official letter and a copy of the
questionnaire for explaining the purpose of the study and receiving permission for data
collection. In total, 11 hotel managements agreed to participate in the study. However,
the managers (human resource managers or front office managers) did not permit the
representatives to directly contact their frontline employees. Then, the questionnaires,
which consisted of information about the assurance of confidentiality, were submitted
to the managers of these hotels. Although such a data collection method might create a
potential selection bias (see Blair and Zinkhan, 2006), it is consistent with the other