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.
Highlights
The hospitality industry has been among the largest and fastest-growing industries across the globe
This study sought to fill the gap in knowledge by investigated the influence of employer-employee relationship on service quality in the hospitality industry in Nakuru County, Kenya
Over 80% of the respondents had worked in their organizations for more than 2 years and were privy to information relating to the organization practices and how they affect service quality
Summary
The hospitality industry has been among the largest and fastest-growing industries across the globe. Hotels rely on satisfaction, loyalty, and positive word of mouth from their customers in order to gain a competitive edge over their competitors These features are a shadow of good employee performance, which translates to high-quality services. An increase in demand has placed a considerably high level of expectation on the employee to meet the desired service quality by their customers and leaders (Han, 2015). This expectation threatens to take a toll on the relationship between employees and employers leading to disengagement, lack of commitment and a general decline in performance (Abukhalifeh, 2013). This study sought to fill the gap in knowledge by investigated the influence of employer-employee relationship on service quality in the hospitality industry in Nakuru County, Kenya
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