The Formula for Employee Extra Efforts and Efficacy: Formal Training, Coaching, Reward and Commitment to Service Quality in the Hotel Industry

Abstract

The main purpose of the study is to examine approaches for enhancing frontline employees’ CSQ is relatively scarce particularly, in the hotel industry context. This study investigates predicator formal training, Coaching, and reward on frontline employee’s CSQ in the hotel industry. Total 230 questionnaires were administrated to frontline employees and 295 usable questionnaires were received. Structural equation modeling used for data analysis- SmartPlS. Results of this showed that three predicators’ formal training, coaching, and reward has a positive relationship with a CSQ in the hotel industry. It is clear that formal training has significant influence more than coaching and reward. At the same time, the study investigates outcomes of CSQ such as extra efforts and job efficacy. The results outcomes showed that frontline employee CSQ enhances job efficacy and extra efforts. Theoretical and practical implications are also discussed.