A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences
Previous studies have reported issues and challenges faced by hospitality employees during guest-host interactions. While employees’ low proficiency in English has been reported to be a problem among Malaysian hoteliers, the hoteliers’ perceptions of their own guest interaction ability, or their occ...
Saved in:
Main Authors: | , |
---|---|
Format: | Conference or Workshop Item |
Published: |
Kulliyyah of Languages & Management, IIUM Pagoh
2021
|
Subjects: | |
Online Access: | http://irep.iium.edu.my/94975/ |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
id |
my.iium.irep.94975 |
---|---|
record_format |
dspace |
spelling |
my.iium.irep.949752021-12-23T00:19:28Z http://irep.iium.edu.my/94975/ A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences Abdulla, Nasiha Abdul Latiff@Bapoo, Lili Suriani PE English Previous studies have reported issues and challenges faced by hospitality employees during guest-host interactions. While employees’ low proficiency in English has been reported to be a problem among Malaysian hoteliers, the hoteliers’ perceptions of their own guest interaction ability, or their occupational self-efficacy are yet to be explored and reported. Moreover, there is hardly any studies investigating the relationship between guest interaction skills and occupational self-efficacy of hoteliers, despite the prominent role self-efficacy plays in employees’ work performance. In this regard, this study attempts to explore Malaysian hoteliers’ perception of their guest interaction skills and occupational self-efficacy and if there is a correlation between the two. This study also investigated if there is any significant difference between hoteliers’ perception of their guest interaction skills and occupational self-efficacy after gamification experiences. Data from 173 hoteliers from a hotel in Selangor, Malaysia was obtained and analyzed through both correlational and quasi-experimental research design. Within the correlational research model, self-efficacy and guest interaction skills questionnaire were administered before and after the treatment. Within one-group pretest and posttest method, the same survey was administered to the 12 randomly selected participants after gamification treatment. The data was analyzed quantitatively using descriptive analysis, paired sample t-test and Pearson product moment correlation using SPSS version 26.0. The findings reveal a positive correlation between guest interaction skills and occupational self-efficacy before and after experiencing a series of ESP class with gamification. However, gamification was found to have a bigger impact on hoteliers’ self-ratings of their occupational self-efficacy than its effect on their guest interaction skills after the treatment. The findings have positive implications for employment of gamification as an instructional strategy in Kulliyyah of Languages & Management, IIUM Pagoh 2021-11 Conference or Workshop Item PeerReviewed Abdulla, Nasiha and Abdul Latiff@Bapoo, Lili Suriani (2021) A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences. In: International Conference On Languages, Education and Tourism 2021 (ICLET 2021), 28-30 June 2021, Online conference. |
institution |
Universiti Islam Antarabangsa Malaysia |
building |
IIUM Library |
collection |
Institutional Repository |
continent |
Asia |
country |
Malaysia |
content_provider |
International Islamic University Malaysia |
content_source |
IIUM Repository (IREP) |
url_provider |
http://irep.iium.edu.my/ |
topic |
PE English |
spellingShingle |
PE English Abdulla, Nasiha Abdul Latiff@Bapoo, Lili Suriani A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences |
description |
Previous studies have reported issues and challenges faced by hospitality employees during guest-host interactions. While employees’ low proficiency in English has been reported to be a problem among Malaysian hoteliers, the hoteliers’ perceptions of their own guest interaction ability, or their occupational self-efficacy are yet to be explored and reported. Moreover, there is hardly any studies investigating the relationship between guest interaction skills and occupational self-efficacy of hoteliers, despite the prominent role self-efficacy plays in employees’ work performance. In this regard, this study attempts to explore Malaysian hoteliers’ perception of their guest interaction skills and occupational self-efficacy and if there is a correlation between the two. This study also investigated if there is any significant difference between hoteliers’ perception of their guest interaction skills and occupational self-efficacy after gamification experiences. Data from 173 hoteliers from a hotel in Selangor, Malaysia was obtained and analyzed through both correlational and quasi-experimental research design. Within the correlational research model, self-efficacy and guest interaction skills questionnaire were administered before and after the treatment. Within one-group pretest and posttest method, the same survey was administered to the 12 randomly selected participants after gamification treatment. The data was analyzed quantitatively using descriptive analysis, paired sample t-test and Pearson product moment correlation using SPSS version 26.0. The findings reveal a positive correlation between guest interaction skills and occupational self-efficacy before and after experiencing a series of ESP class with gamification. However, gamification was found to have a bigger impact on hoteliers’ self-ratings of their occupational self-efficacy than its effect on their guest interaction skills after the treatment. The findings have positive implications for employment of gamification as an instructional strategy in |
format |
Conference or Workshop Item |
author |
Abdulla, Nasiha Abdul Latiff@Bapoo, Lili Suriani |
author_facet |
Abdulla, Nasiha Abdul Latiff@Bapoo, Lili Suriani |
author_sort |
Abdulla, Nasiha |
title |
A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences |
title_short |
A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences |
title_full |
A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences |
title_fullStr |
A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences |
title_full_unstemmed |
A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences |
title_sort |
correlational study of malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences |
publisher |
Kulliyyah of Languages & Management, IIUM Pagoh |
publishDate |
2021 |
url |
http://irep.iium.edu.my/94975/ |
_version_ |
1720436665136185344 |
score |
13.18916 |