210
Views
0
CrossRef citations to date
0
Altmetric
Research Articles

Hotel employees’ attitudes toward technology adoption and training support and their engagement, satisfaction, and retention

, &

References

  • Aguinis, H. V., & Kraiger, K. (2009). Benefits of training and development for individuals and teams, organizations and society. Annual Review of Psychology, 60(1), 451–474. doi:10.1146/annurev.psych.60.110707.163505
  • Ahmad, R., & Scott, N. (2019). Technology innovations towards reducing hospitality human resource costs in Lankawi, Malaysia. Tourism Review, 74(3), 547–562. doi:10.1108/TR-03-2018-0038
  • Albrecht, S. L., Bakker, A. B., Gruman, J. A., Macey, W. H., & Saks, A. M. (2015). Employee engagement, human resource management practices and competitive advantage: An integrated approach. Journal of Organizational Effectiveness: People and Performance, 2(1), 7–35. doi:10.1108/JOEPP-08-2014-0042
  • Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. doi:10.1007/BF02723327
  • Balakrishnan, C., Masthan, D., & Chandra, V. (2013). Employee retention through employee engagement – A study at an Indian international airport. International Journal of Business and Management Invention, 2(8), 9–16.
  • Bilgihan, A., Smith, S., Ricci, P., & Bujisic, M. (2016). Hotel guest preferences of in-room technology amenities. Journal of Hospitality and Tourism Technology, 7(2), 118–134. doi:10.1108/JHTT-02-2016-0008
  • Book, L., Gatling, A., & Kim, J. S. (2019). The effects of leadership satisfaction on employee engagement, loyalty, and retention in the hospitality industry. Journal of Human Resources in Hospitality & Tourism, 18(3), 368–393. doi:10.1080/15332845.2019.1599787
  • Chang, K.-C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116–128. doi:10.1016/j.ijhm.2015.12.003
  • Chan, E. S. W., Okumus, F., & Chan, W. (2017). The applications of environmental technologies in hotels. Journal of Hospitality Marketing & Management, 26(1), 23–47. doi:10.1080/19368623.2016.1176975
  • Chan, E. S. W., Okumus, F., & Chan, W. (2020). What hinders hotels’ adoption of environmental technologies: A quantitative study. International Journal of Hospitality Management, 84, 102324. doi:10.1016/j.ijhm.2019.102324
  • Chen, F., Curran, P. J., Bollen, K. A., Kirby, J., & Paxton, P. (2008). An empirical evaluation of the use of fixed cutoff points in RMSEA test statistic in structural equation models. Sociological Methods & Research, 36(4), 462–494. doi:10.1177/0049124108314720
  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. doi:10.2307/249008
  • de Jong, A., de Ruyter, K., & Lemmink, J. & (2003). The adoption of information technology by self-managing service teams. Journal of Service Research, 6(2), 162–179. doi:10.1177/1094670503257046
  • Desimone, R. L., & Werner, J. M. (2008). Human resource development. New Delhi: Cengage.
  • DiPietro, R. B., & Wang, Y. (. (2010). Key issues for ICT applications: Impacts and implications for hospitality operations. Worldwide Hospitality and Tourism Themes, 2(1), 49–67. doi:10.1108/17554211011012595
  • Dockel, A., Basson, J., & Coetzee, M. (2006). The effect of retention factors on organisational commitment: An investigation of high technology employees. SA Journal of Human Resource Management, 4(2), 20–28. doi:10.4102/sajhrm.v4i2.91
  • Elrehail, H., Harazneh, I., Abuhjeeleh, M., Alzghoul, A., Alnajdawi, S., & Ibrahim, H. M. H. (2020). Employee satisfaction, human resource management practices and competitive advantage: The case of Northern Cyprus. European Journal of Management and Business Economics, 29(2), 125–149. doi:10.1108/EJMBE-01-2019-0001
  • Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi:10.1177/002224378101800104
  • Furunes, T. (2005). Training paradox in the hotel industry. Scandinavian Journal of Hospitality and Tourism, 5(3), 231–248. doi:10.1080/15022250510014372
  • Gangwar, H., Date, H., & Raoot, A. D. (2014). Review on IT adoption: Insights from recent technologies. Journal of Enterprise Information Management, 27(4), 488–502. doi:10.1108/JEIM-08-2012-0047
  • Hair, J. F., Jr., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (6th ed.). Hoboken, NJ: Pearson Prentice Hall.
  • Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. The Journal of Applied Psychology, 87(2), 268–279. doi:10.1037/0021-9010.87.2.268
  • Helkkula, A., Kowalkowski, C., & Tronvoll, B. (2018). Archetypes of service innovation: Implications for value cocreation. Journal of Service Research, 21(3), 284–301. doi:10.1177/1094670517746776
  • Iqbal, J., Shabbir, M. S., Zameer, H., Ahmed, I., & Ahmad, M. (2017). Antecedents and consequences of employee engagement: Evidence from corporate sector of Pakistan. Paradigm: A Research Journal of Commerce, Economics, and Social Sciences, 11(1), 78–86. doi:10.24312/paradigms110113
  • Ivanov, S., Seyitoğlu, F., & Markova, M. (2020). Hotel managers’ perceptions towards the use of robots: A mixed-methods approach. Information Technology & Tourism, 22(4), 505–535. doi:10.1007/s40558-020-00187-x
  • Johnson, K. R., Park, S., & Bartlett, K. R. (2018). Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector. European Journal of Training and Development, 42(3/4), 191–209. doi:10.1108/EJTD-11-2017-0094
  • Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692–724. doi:10.2307/256287
  • Kaushik, A. K., Agrawal, A. K., & Rahman, Z. (2015). Tourist behaviour towards self-service hotel technology adoption: Trust and subjective norm as key antecedents. Tourism Management Perspectives, 16, 278–289. doi:10.1016/j.tmp.2015.09.002
  • Kim, J. S., Connolly, D. J., & Blum, S. (2014). Mobile technology: An exploratory study of hotel managers. International Journal of Hospitality & Tourism Administration, 15(4), 417–446. doi:10.1080/15256480.2014.961795
  • Kim, J. S., & Gatling, A. (2019). Impact of employees’ job, organizational and technology fit on engagement and organizational citizenship behavior. Journal of Hospitality and Tourism Technology, 10(3), 323–338. doi:10.1108/JHTT-04-2018-0029
  • Kim, T. G., Lee, J. H., & Law, R. (2008). An empirical examination of the acceptance behavior of hotel front office systems: An extended technology acceptance model. Tourism Management, 29(3), 500–513. doi:10.1016/j.tourman.2007.05.016
  • Kim, M., & Qu, H. (2014). Travelers’ behavioral intention toward hotel self-service kiosks usage. International Journal of Contemporary Hospitality Management, 26(2), 225–245. doi:10.1108/IJCHM-09-2012-0165
  • Kim, T. T., Suh, Y. K., Lee, G., & Choi, B. G. (2010). Modelling roles of task-technology fit and self-efficacy in hotel employees’ usage behaviours of hotel information systems. International Journal of Tourism Research, 12(6), 709–725. doi:10.1002/jtr.787
  • Kirk, D., & Pine, R. (1998). Research in hospitality systems and technology. International Journal of Hospitality Management, 17(2), 203–217. doi:10.1016/S0278-4319(98)00016-4
  • Ko, C.-H., Pei, L., & Tsai, Y.-H. (2016). A study of employees’ perception of information technology adoption in hotels. International Journal of Organizational Innovation, 8(2), 1–8.
  • Kumar, V., & Pansari, A. (2015). Measuring the benefits of employee engagement. MIT Sloan Management Review, 56(4), 67–72.
  • Lam, T., Cho, V., & Qu, H. (2007). A study of hotel employee behavioral intentions towards adoption of information technology. International Journal of Hospitality Management, 26(1), 49–65. doi:10.1016/j.ijhm.2005.09.002
  • Lee, P. C., & Bugler, M. R. (2017). Training practices in the Hong Kong hotel industry: Managerial and executive perspectives. Journal of Human Resources in Hospitality & Tourism, 16(1), 88–107. doi:10.1080/15332845.2016.1202066
  • Lee, P. C., & Singh, N. (2016). Adoption of computer-based training in Hong Kong hotels. Journal of Human Resources in Hospitality & Tourism, 15(1), 69–85. doi:10.1080/15332845.2015.1041004
  • Lin, J. C., & Hsieh, P. (2006). The role of technology readiness in customers’ perception and adoption of self-service technologies. International Journal of Service Industry Management, 17(5), 497–517. doi:10.1108/09564230610689795
  • MacCallum, R. C., Browne, M. W., & Sugawara, H. M. (1996). Power analysis and determination of sample size for covariance structure modeling. Psychological Methods, 1(2), 130–149. doi:10.1037/1082-989X.1.2.130
  • Mafini, C., & Dlodlo, N. (2014). The relationship between extrinsic motivation, job satisfaction and life satisfaction amongst employees in a public organisation. SA Journal of Industrial Psychology, 40(1), 1–13. doi:10.4102/sajip.v40i1.1166
  • Memon, M. A., Salleh, R., Mirza, M. Z., Cheah, J. H., Ting, H., Ahmad, M. S., & Tariq, A. (2021). Satisfaction matters: The relationships between HRM practices, work engagement and turnover intention. International Journal of Manpower, 42(1), 21–50. doi:10.1108/IJM-04-2018-0127
  • Mohammad, A. (2015). Employee recruitment, selection and retention in Saudi Arabian family owned small and medium scale enterprises (SMEs). Kuwait Chapter of Arabian Journal of Business and Management Review, 4(6), 30–45. doi:10.12816/0018967
  • Moore, S. J., Durst, P. T., Ritter, C., Nobrega, D., & Barkema, H. W. (2020). Effects of employer management on employee recruitment, satisfaction, engagement, and retention on large US daily farms. Journal of Dairy Science, 103(9), 8482–8493. doi:10.3168/jds.2019-18025
  • Nunnally, J. C., & Berstein, I. H. (1994). Psychometric theory. New York: McGraw-Hill.
  • Oluwafemi, O. J., & Okon, S. E. (2018). The nexus between total quality management, job satisfaction and employee work engagement in the food and beverage multinational company in Nigeria. Organizations and Markets in Emerging Economies, 9(2), 251–271. doi:10.15388/omee.2018.10.00013
  • Ram, P., & Prabhakar, V. (2011). The role of employee engagement in work-related outcomes. Interdisciplinary Journal of Research in Business, 1, 47–61.
  • Rigg, J., Day, J., & Adler, H. (2013). An empirical analysis of Jamaican hotel employees’ engagement, job satisfaction, and quitting intentions. Consortium Journal of Hospitality and Tourism, 18(2), 17–33.
  • Robertson, I. T., Birch, A. J., & Cooper, C. L. (2012). Job and work attitude, engagement and employee performance: What does psychological well-being fit in? Leadership & Organization Development Journal, 33(3), 224–232. doi:10.1108/01437731211216443
  • Sadangharn, P. (2022). Acceptance of robots as co-workers: Hotel employees’ perspective. International Journal of Engineering Business Management, 14, 184797902211136. doi:10.1177/18479790221113621
  • Sandhya, K., & Kumar, D. P. (2014). Employee retention: A strategic tool for organisational growth and sustaining competitiveness. Journal of Strategic Human Resource Management, 3(3), 42–45.
  • Sattar, T., Ahmad, K., & Hassam, S. M. (2015). Role of human resource practices in employee performance and job satisfaction with mediating effect of employee engagement. Pakistan Economic and Social Review, 53(1), 81–96. https://www.jstor.org/stable/26153249.
  • Schaufeli, W. B. (2015). Engaging leadership in the job demands-resources model. Career Development International, 20(5), 446–463. doi:10.1108/CDI-02-2015-0025
  • Shah, C., & Gupta, A. (2018). Training and its impact on organization effectiveness. Sankalpa: Journal of Management & Research, 8(1), 94–102.
  • Shibiti, R. (2020). Public school teachers’ satisfaction with retention factors in relation to work engagement. SA Journal of Industrial Psychology, 46(1), 1–9. doi:10.4102/sajip.v46i0.1675
  • Shin, H., Perdue, R. R., & Kang, J. (2019). Front desk technology innovation in hotels: A managerial perspective. Tourism Management, 74, 310–318. doi:10.1016/j.tourman.2019.04.004
  • Shuck, B., & Rocco, T. S. (2014). Human resource development and employee engagement. In D. Truss, R. Delbridge, K. Alfes, S. Shantz, & E. Soane (Eds.), Employee engagement in theory and practice (pp. 116–130). New York: Routledge.
  • Shuck, B., & Wollard, K. (2010). Employee engagement and HRD: A seminal review of the foundation. Human Resource Development Review, 9(1), 89–110. doi:10.1177/1534484309353560
  • Simpson, M. R. (2009). Predictors of work engagement among medical surgical registered nurses. Western Journal of Nursing Research, 31(1), 44–65. doi:10.1177/0193945908319993
  • Sumathi, K. (2017). HRD practices on employee engagement: Retail organizations. SCMS Journal of Indian Management, 14(2), 105–112.
  • Tavitiyaman, P., So, C. Y. A., Chan, O. L. K., & Wong, C. K. C. (2022). How task technology fits with employee engagement, organizational support, and business outcomes: Hotel executives’ perspective. Journal of China Tourism Research, 18(6), 1212–1238. doi:10.1080/19388160.2022.2027834
  • Tillman, A. B. (2013). Improving worker satisfaction yields improved worker-relation rates. Employment Relations Today, 39(4), 27–31. doi:10.1002/ert.21386
  • Verma, S., Bhattacharyya, S. S., & Kumar, S. (2018). An extension of the technology acceptance model in the big data analytics system implementation environment. Information Processing & Management, 54(5), 791–806. doi:10.1016/j.ipm.2018.01.004
  • Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85–102. http://www.jstor.org/s/23015766. doi:10.1287/isre.1050.0042
  • Wong, G. K. W. (2016). The behavioral intentions of Hong Kong primary teachers in adopting educational technology. Educational Technology Research and Development, 64(2), 313–338. doi:10.1007/s11423-016-9426-9

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.