Journal of Human Resources in Hospitality & Tourism · 2005 · 169 citations · 23 references
Job SatisfactionHospitality Human ResourcesWork AttitudeEmployee AttitudeService QualityManagementBusinessEmployee TrainingHospitalityJob PerformanceTourismHuman Resource ManagementHospitality ManagementAbstract TrainingMarketingHospitality IndustryOrganizational BehaviorHotel Industry
Training is linked to higher job satisfaction and greater employee retention. The study examines how hotel managers’ and employees’ perceptions of training quality affect training satisfaction, job satisfaction, and intention to stay, aiming to improve training practices. The authors developed a conceptual model integrating SERVQUAL and the ServiceProfit Chain to assess training quality’s impact. Employees perceived low training quality, yet training quality was positively linked to training satisfaction and job satisfaction, which in turn increased intention to stay, indicating that improving training quality can enhance employee retention.
ABSTRACT Training has been found to link with improving job satisfaction and employee intention to stay. The purposes of this research were to investigate the expectations and perceptions of training quality between hotel managers and employees, and to suggest implications for improving training quality and increasing training satisfaction, job satisfaction, and intention to stay among employees in the hotel industry. The conceptual model of this study was developed based on SERVQUAL and the ServiceProfit Chain model. T-test showed that employees perceived low training quality, which suggested employees were not satisfied with training quality and that training quality needed improvement. Results of regression analysis showed that training was positively related to training satisfaction and job satisfaction. Job satisfaction led positively to intention to stay. The indirect effect of training quality on intention to stay was mediated by job satisfaction. This study suggests more understanding of the importance of training quality and its consequences, and to pay more attention to employee training.
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