High-performance work practices and service quality in mid-scale lodging industry

• Main Authors: Mary Monica Jiony, Lew, Tek-Yew, Geoffrey Harvey Tanakinjal, Daria Gom, Ruth S. Siganul
• Format: Article
• Language: English; English
• Published: Medwell Publishing 2016
• Subjects: TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service
• Online Access: https://eprints.ums.edu.my/id/eprint/30946/1/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry.pdf; https://eprints.ums.edu.my/id/eprint/30946/2/High-Performance%20Work%20Practices%20and%20Service%20Quality%20in%20Mid-Scale%20Lodging%20Industry_ABSTRACT.pdf; https://eprints.ums.edu.my/id/eprint/30946/; http://docsdrive.com/pdfs/medwelljournals/sscience/2016/7290-7294.pdf; http://dx.doi.org/10.36478/sscience.2016.7290.7294

The main objective of this research is to examine the important constructs of service quality in its relation to high performance work practice, with employee engagement as mediating factor. It attempts to identify the potential gap in the service quality performance of fulltime frontline employees...