Citation
Mohd Shahril, Aslinda and Abdul Aziz, Yuhanis and Othman, Mohhidin and Bojei, Jamil
(2012)
Impact of service guarantee on empowerment and employee motivation in four and five star hotels in Malaysia.
In: National Research & Innovation Conference for Graduate Students in Social Sciences (GS-NRIC 2012), 7-9 Dec. 2012, Mahkota Hotel, Melaka. (pp. 916-922).
Abstract
This study empirically investigates the relationship between service guarantee and employee motivation in four and five star hotels in Malaysia. The analysis reported useful findings which provide further insights in service guarantee domain. Empirical evidence showed that service guarantee has no positive relationship with empowerment but it has significant impact to employee motivation. Thus, hotel industry must make employee motivation a high priority. Findings of the study will provide useful insights on the importance of service guarantee implementation in order for hotel industry to improve service quality and enhance employees’ performance.
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Additional Metadata
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Divisions: | Faculty of Economics and Management Faculty of Food Science and Technology |
| Publisher: | Faculty of Economics and Management, Universiti Putra Malaysia |
| Keywords: | Service guarantee; Hotel industry; Empowerment; Employee motivation |
| Depositing User: | Nabilah Mustapa |
| Date Deposited: | 03 Apr 2017 07:47 |
| Last Modified: | 03 Apr 2017 07:47 |
| URI: | http://psasir.upm.edu.my/id/eprint/51308 |
| Statistic Details: | View Download Statistic |
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