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Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector

Karen R. Johnson (Department of Learning Technologies, University of North Texas, Denton, Texas, USA)
Sunyoung Park (School of Leadership and Human Resource Development, Louisiana State University, Baton Rouge, Louisiana, USA)
Kenneth R. Bartlett (Department of Organizational Leadership, Policy, and Development, University of Minnesota, Minneapolis, Minnesota, USA)

European Journal of Training and Development

ISSN: 2046-9012

Article publication date: 11 May 2018

Issue publication date: 7 August 2018

3639

Abstract

Purpose

The purpose of this study is to examine the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry.

Design/methodology/approach

A total of 231 responses from 13 large all-inclusive hotels in Jamaica are analyzed by using structural equation modeling.

Findings

Overall, service orientation positively affected customer service training and employee engagement. In addition, customer service training positively affected employee engagement. Furthermore, the results indicate that customer service training mediates the relationship between service orientation and employee engagement.

Research limitations/implications

This study builds on the conceptual literature of engagement and adds to the limited empirical studies to date to highlight the importance of service-oriented culture and training activities on employee engagement.

Practical implications

The findings of the study generate an increased understanding of the importance of an engaged workforce and of specific customer service training practices that can foster engagement. This study also highlights that managers should be supportive of training and development activities within a broader context that considers specific desired workplace performance from employees.

Originality/value

The knowledge gap related to many frequently used organizational practices reported as having an impact on engagement is addressed. Addressing this problem extends existing literature and provides an evidence base for human resource managers and professionals in service organizations, specifically in hospitality firms.

Keywords

Citation

Johnson, K.R., Park, S. and Bartlett, K.R. (2018), "Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector", European Journal of Training and Development, Vol. 42 No. 3/4, pp. 191-209. https://doi.org/10.1108/EJTD-11-2017-0094

Publisher

:

Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

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