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High-performance work practices and service quality in mid-scale lodging industry

The main objective of this research is to examine the important constructs of service quality in its relation to high performance work practice, with employee engagement as mediating factor. It attempts to identify the potential gap in the service quality performance of fulltime frontline employees...

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Main Authors: Mary Monica Jiony, Lew, Tek-Yew, Geoffrey Harvey Tanakinjal, Daria Gom, Ruth S. Siganul
Format: Article
Language:English
English
Published: Medwell Publishing 2016
Subjects:
TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Online Access:https://eprints.ums.edu.my/id/eprint/30946/1/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry.pdf
https://eprints.ums.edu.my/id/eprint/30946/2/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry_ABSTRACT.pdf
https://eprints.ums.edu.my/id/eprint/30946/
http://docsdrive.com/pdfs/medwelljournals/sscience/2016/7290-7294.pdf
http://dx.doi.org/10.36478/sscience.2016.7290.7294
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spelling my.ums.eprints.309462021-11-17T07:29:39Z https://eprints.ums.edu.my/id/eprint/30946/ High-performance work practices and service quality in mid-scale lodging industry Mary Monica Jiony Lew, Tek-Yew Geoffrey Harvey Tanakinjal Daria Gom Ruth S. Siganul TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service The main objective of this research is to examine the important constructs of service quality in its relation to high performance work practice, with employee engagement as mediating factor. It attempts to identify the potential gap in the service quality performance of fulltime frontline employees in midscale lodging industry in Sabah, Malaysia. A preliminary study to complement a larger research, this study intends to use both qualitative and quantitative approach. The three-fold potential contributions of this paper include: enriching the literature of strategic Human Resource (HR) and Organizational Behavior (OB), as empirical evidence to the management of lodging industry and the service sector in general, and lastly, contributing toward the sustainable and robust performance of the ‘Sabah Hospitality Service Quality Performance. Medwell Publishing 2016 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/30946/1/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry.pdf text en https://eprints.ums.edu.my/id/eprint/30946/2/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry_ABSTRACT.pdf Mary Monica Jiony and Lew, Tek-Yew and Geoffrey Harvey Tanakinjal and Daria Gom and Ruth S. Siganul (2016) High-performance work practices and service quality in mid-scale lodging industry. The Social Sciences, 11. 7290 -7294. ISSN 1818-5800 (P-ISSN) , 1993-6125 (E-ISSN) http://docsdrive.com/pdfs/medwelljournals/sscience/2016/7290-7294.pdf http://dx.doi.org/10.36478/sscience.2016.7290.7294
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
English
topic TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service
spellingShingle TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Mary Monica Jiony
Lew, Tek-Yew
Geoffrey Harvey Tanakinjal
Daria Gom
Ruth S. Siganul
High-performance work practices and service quality in mid-scale lodging industry
description The main objective of this research is to examine the important constructs of service quality in its relation to high performance work practice, with employee engagement as mediating factor. It attempts to identify the potential gap in the service quality performance of fulltime frontline employees in midscale lodging industry in Sabah, Malaysia. A preliminary study to complement a larger research, this study intends to use both qualitative and quantitative approach. The three-fold potential contributions of this paper include: enriching the literature of strategic Human Resource (HR) and Organizational Behavior (OB), as empirical evidence to the management of lodging industry and the service sector in general, and lastly, contributing toward the sustainable and robust performance of the ‘Sabah Hospitality Service Quality Performance.
format Article
author Mary Monica Jiony
Lew, Tek-Yew
Geoffrey Harvey Tanakinjal
Daria Gom
Ruth S. Siganul
author_facet Mary Monica Jiony
Lew, Tek-Yew
Geoffrey Harvey Tanakinjal
Daria Gom
Ruth S. Siganul
author_sort Mary Monica Jiony
title High-performance work practices and service quality in mid-scale lodging industry
title_short High-performance work practices and service quality in mid-scale lodging industry
title_full High-performance work practices and service quality in mid-scale lodging industry
title_fullStr High-performance work practices and service quality in mid-scale lodging industry
title_full_unstemmed High-performance work practices and service quality in mid-scale lodging industry
title_sort high-performance work practices and service quality in mid-scale lodging industry
publisher Medwell Publishing
publishDate 2016
url https://eprints.ums.edu.my/id/eprint/30946/1/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry.pdf
https://eprints.ums.edu.my/id/eprint/30946/2/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry_ABSTRACT.pdf
https://eprints.ums.edu.my/id/eprint/30946/
http://docsdrive.com/pdfs/medwelljournals/sscience/2016/7290-7294.pdf
http://dx.doi.org/10.36478/sscience.2016.7290.7294
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score 13.211869

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