Abstract
Purpose – This study aims to examine the impact of specific human resource management practices on employees’ work engagement. Design/methodology/approach – Data were gathered using surveys from a sample of 438 customer-contact employees attached to 34 upscale hotels throughout Malaysia and analyzed using partial least squares technique. Findings – The findings showed that service training and performance appraisal have a positive and significant influence on work engagement. The proposed model was able to explain 16.2 per cent of the variance in work engagement. Research limitations/implications – The findings indicate that hotel authorities can enhance work engagement of their customer-contact employees by improving service training and refining performance appraisal practices. Originality/value – This study is one of the few studies that focus on the specific effect of individual human resource management practices on work engagement, especially within the context of a developing country (i.e. Malaysia) using structural equation modelling.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Culture, Tourism and Hospitality Research
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
