M‐learning: next generation hotel training system

Abstract

PurposeThis paper aims to explore whether there is a need for a mobile learning (M‐learning) system and what types of mobile applications will be appropriate for each department at a hotel. It focuses on addressing three key questions: how can a hotel utilize mobile devices for training purposes in each area? What kinds of features or functions would hotel employees like to see on the mobile device? Are there any differences in the M‐learning acceptance level of the participants based on their demographic factors or previous experience with mobile usage?Design/methodology/approachTen experts in the hospitality academia and industry participated in this qualitative research. This study used snowball sampling as a selection strategy.FindingsThis study found there are various ways to utilize mobile devices for hotel employee training in different departments. Housekeeping, room service, restaurant, and other customer‐service sectors were suggested as good areas to use mobile devices for training. Beyond this suggestion about proper departments for M‐learning, this study uncovered a number of interesting applications for each department.Research limitations/implicationsThis is an exploratory study conducted in a research area where a few scholarly works exist. Since this study uses a qualitative approach, future research should conduct an experimental study or a survey with hotel major students or hotel employees to obtain more generalizable results.Originality/valueAs the literature review reveals, very few studies have investigated the M‐learning adoption and even fewer studies have empirically tested an individual's perceptions that can explain the adoption of mobile devices for hotel employee training. This study develops a research framework and suggests appropriate determinants of M‐learning adoption for future studies.