FACTORS INFLUENCING THE EMPLOYEES SERVICE PERFORMANCES IN HOSPITALITY INDUSTRY CASE STUDY AQBA FIVE STARS HOTEL

Geo Journal of Tourism and Geosites

article

Omar JAWABREH¹  Ra’ed MASA’DEH²  Rami MAHMOUD¹  Sondos Akram HAMASHA¹ 

[1] The University of Jordan, Faculty of Tourism and Hospitality, Department of Hotel Management;The University of Jordan, School of Business, Department of Management Information Systems

关键词: Training;    transformational leadership;    teamwork;    work environment;    Performance Appraisal;   

DOI  :  10.30892/gtg.29221-496

学科分类：社会科学、人文和艺术（综合）

来源: Editura Universitatii din Oradea / University of Oradea Publishing House

【 摘 要 】

Amies-The present study aims at understanding and exploring factors that may effect on staffs of the employees in Aqaba hotels. Methodology - The study population consisted of all spectrums of the community interested in tourism in Aqaba city. Findings - The study shows that hotel administrations don't take into consideration the importance of training for new employees to offer the best service. The training courses guide new employees to the best and correct techniques which improve their skills, knowledge, and abilities to wok within one teamwork. The multiple correlation coefficient R=0.652 indicates that there is a positive correlation between the independent variables (training, transformational leadership, teamwork, work environment and performance appraisal) and service performance. The R2 indicated the generalizability of the model. It allows us to generalize the results taken from the respondents to the whole population. In this case it equals 0.425. The results showed that F-ratio for these data is equal to 113.561, which is statistically significant at p<0.05. Contribution : This study offers deeper understanding about the Service Performance in Hospitality Industry Case Study Aqaba Five stars Hotels, to create a balanced sustainable tourism development in Aqaba.

【 授权许可】

CC BY-NC-ND