Turnover intention; predicting age role on perceived work exhaustion in hospitality industry / Irina Mohd Akhir... [et al.]

Hospitality provider needs to be well motivated to ensure high level of service delivery and outstand competitors. Nevertheless, due to the nature of work in hospitality service industry, they exposed to higher degree of work exhaustion and faced a great challenge to remain in the industry. In many work exhaustion models, work load causes work exhaustion. Increase in work exhaustion can only scarce the number of hospitality provider that continuesly feel motivated and resulting turnover issue. Extremes of activity and work in nature, demands constant energy to remain focused, which can lead to exhaustion. Past research proposed that different age have different abilities including handling emotions during service encounter (Emotional Intelligent), and the physical ability coping with extreme tasks. Therefore an exploration study on age variable role within this challenging hospitality context is emphasize on. The perceived work exhaustion is explored within different level of age in the hospitalityentertainment work context, due to extremes of activities in workload, and time pressure during service encounter, in line with Mediation-Conceptual Model by Moore (2005). This study aim on outlining the role of age, not just as work exhaustion’s indicator, but to explore the propose role as mediator on the relationship of perceived work exhaust and turnover intentions. Past studies however, only explores work exhaustion in less demand work nature (hotel industry). Thus, it is acculcable worth to bring attention to the variables due to the inconclusive of the similar study within hospitality-entertainment industry, prospecting the study into amusement park context. This study applying secondary data through scrutiniting past research. Looking into future study of exploratory and quantitative, utilizing closed-ended questionaire adapting items crutial to the study objectives. The discovery of identified age roles then anticipated to assist the mediating variables’ controlling strategies. Expecting the hospitality provider’s well being in the rapidly challenging field, and ease turnover issues. Consequently hospitality job stays relevent in the field

Assessing acceptance of service staff towards employee with disabilty in hotel industry / Nurul’ Aishah@N Zakaria...[et al.]

An issue of employment of disability people in a hotel industry is a prolong issue that discussing on discrimination towards the disability people in the world of employment. This study focuses on the acceptance of service staff toward employee with disability using economic model and social model (Sajid, 2009). The sample for this study was the service staff of hotel in Seberang Perai, Penang that hired disability people. The service staffs consist of male and female aged from 18 to 60 years old from four departments which are food and beverages, front office, housekeeping and kitchen. Questionnaire has been distributed to 86 respondents using Likert scale. The findings of this study identified the service staff accept the people with disability by giving more job opportunity and equal treat among employees (economic model) and able to communicate, work as a team, give cooperation and sharing information each other (social model). However, the service staffs are neither agreeing nor disagree in suggesting the different working area for the disability employee. The results can be used by the Hotel employers in understanding the acceptance of non-disable employees towards disable employees and the relationship between them for better working environment

Tourists’ perception of hotel frontlines’ questionable behaviors in Penang Island / Fairuz Abd Hakim, Norhamizan Hamir and Nor Azhar Mohd Taib

Previous scholars agreed that tourists’ satisfaction is the main objective in hotel business which reflects the service profit chain concept where satisfied employees will treat the customers fairly then lead to happy customers and satisfied customers will contribute to the organization profitability through repeat purchase and brand loyalty. However, the issues of questionable work behaviors always arise in hotel industry particularly in the three main departments. Questionable behaviors define as the behavior that not certainly right or wrong and thought to be important to at least that part of the market which makes return trips and also to the process of ‘word-of-mouth’ recommendations that visitors may engage in. Owing to the definition, it could be concluded that the effect of such behaviors is very bad since it involves the long-term profitability and growth of the hotel. This research was assessing on the tourists’ perception regarding questionable work behaviors by hotel frontline employees in all the three pillar-of-the- house departments which are front office, food and beverages, and also housekeeping. Not to forget, this research not only examining the tourists' perception but at the same time exploring the relationship between the variables of interest. Findings discovered that questionable work behaviors have a positive relationship with tourists' satisfaction