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

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)

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Abstract

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.

Item Type:	Article
Keyword:	High performance work practice , Service quality , Employee engagement , Work life balance , Hotel industry , Sabah
Subjects:	T Technology > TX Home economics > TX1-1110 Home economics > TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Department:	FACULTY > Labuan Faculty of International Finance
Depositing User:	SAFRUDIN BIN DARUN -
Date Deposited:	17 Nov 2021 15:29
Last Modified:	17 Nov 2021 15:29
URI:	https://eprints.ums.edu.my/id/eprint/30946

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