PERCEIVED ORGANIZATIONAL SUPPORT MODERATING RELATIONSHIP BETWEEN EMPLOYEE DEVELOPMENT PRACTICE AND SERVICE PERFORMANCE OF FRONT-LINE EMPLOYEES IN HOTEL INDUSTRY IN MALAYSIA

Abstract

The hotel industry is a service-oriented industry that needs the human resource to serve and deliver excellent service to their customers. In this context, front-line employees are very significant to determine the service performance of the hotel industry. This study note that service performance could be achieved through employee development practices. But research pertaining to employee development practice focusing on front-line employees in the hotel industry is under research in Malaysia’s context. The aims of this study are to examine the employees’ development practices in the hotel industry that influenced service performance. The study adopted the survey approach to collect 57 usable questionnaires from front-line employees in a selected hotel (4 and 5-star hotels) based on stratified random sampling method. Therefore, validity and reliability of the instruments were examined through panel of experts and also the small sample of the data was analyzed using SPSS. It is hoped that the study could give a contribution to the body of knowledge in the hospitality industry to increase their organizational profit.