Influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya

Abstract

Employees are the backbone of the hospitality industry, and the people in service are inseparable from the service they provide. This research investigated the influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya. Descriptive design was used to gather both quantitative and qualitative data through the use of questionnaires and interview guide as the key informants. The target population was 73 respondents comprising of 55 employees’ operational employees and 18 supervisors at Nuru Palace and the Legacy Hotel in Nakuru County. The findings also reveal that coaching and mentorship as well as mutual trust between employees and their superiors affect service quality positively. The study recommends that hospitality establishments should facilitate more on job training and provide technical support to their employees. They should also work on establishing trust between the management and the workforce.

A Performance Management System, Employment Relationships and Work Engagement Framework for a public sector in South Africa.

“…Since the results show that all three aspects of engagement are significantly related to employee job performance, this suggests that highly engaged employees can perform their jobs more competently and successfully (Rana et al 2019). The quality of the employeremployee relationship determines how committed employees are to their work (Mburu et al 2020).…”

“…The employment relationship is the existence of a link between an employer and an employee within an organisation (Arimie 2019). Managers and supervisors have come to be seen as servant leaders who provide a comfortable working environment for their employees, instead of the "bosses" of the past (Mburu et al 2020).…”

“…The root cause of these changes has to do with poor employee performance. In today's competitive working environment, employee performance is a crucial asset of any successful organisation; mainly because employees are the backbone of every successful organisation (Mburu, Koome, and Gichuhi 2020). It is argued that in today's competitive world, the success of an organisation depends on employees (Arimie 2019).…”

The Effect of Employee Engagement on Employee Performance in Ghana’s MSMEs Sector during COVID-19: The Moderating Role of Job Resources

“…EE is a necessity for businesses because of its favourable impact on employee, team, and organizational outcomes (Bakker & Albrecht, 2018), and it is a way to enhance strategy implementation and decrease performance gaps and waste (Nienaber & Martins, 2020;Katili, Wibowo, & Akbar, 2021) in an organization. It is also a recipe for positive overall performance of an organization (Sutisna, Fauziya, & Pranoto, 2020), and can thus be a game changer in organizational performance (Mburu, Koome, & Gichuhi, 2020) in this current business environment. In light of that, Jabeen & Rahim (2021) concluded that the financial and non-financial outcomes of an organization are highly dependent on the performance of its employees.…”

Nexus Between Employee Engagement and Job Performance: A Study of MSMEs in Ghana During COVID-19: The Moderating Roles of Job Demand and Job Resources

“…There is no doubt that EE is a necessity for businesses because of its favorable impact on teams, organizational output, and employees (Bakker & Albrecht, 2018), and it is a way to enhance strategy implementation and decrease performance gaps and waste (Katili et al, 2021; Nienaber & Martins, 2020) in an organization. It is also a recipe for positive overall performance in an organization (Sutisna et al, 2020) and can, thus, be a game changer in organizational performance (Mburu et al, 2020) in this current business environment.…”