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Hospitality workplace problems and poor training: a close relationship

Jill Poulston (School of Hospitality and Tourism, AUT University, Auckland, New Zealand)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 30 May 2008




This paper seeks to examine common hospitality problems with the aim of identifying relationships between them, and the central issue.


Self‐completed questionnaires were used to collect data from hospitality students and employees, and analyses of variance used to identify relationships between the problems, and isolate the central issue.


The paper finds that poor training is associated with workplace problems, and improving training is likely to reduce problems such as under‐staffing and theft.

Research limitations/implications

The collection of data on exact lengths of employment would have facilitated a more rigorous analysis of the causes and effects of staff turnover and is recommended for future studies of training and turnover.

Practical implications

Investment in training is recommended even when turnover is high, as training reduces workplace problems.


This study focuses on the relationships between problems, rather than investigating them in isolation, facilitating an holistic approach to solving staff turnover.



Poulston, J. (2008), "Hospitality workplace problems and poor training: a close relationship", International Journal of Contemporary Hospitality Management, Vol. 20 No. 4, pp. 412-427.



Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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