UNIVERSm MALAYSIA SABAH

BORANG PENGESAHAN STATUS TESIS

lADUAL

DAZAH

SESI PENGAlIAN

FACTORS OF WORKPLACE ENVIRONMNT AND WORK VALUES: IT'S INFLUENCE TOWARDS THE STANDARD OF THE SERVICES 9ROVIDED IN 4 AND 5 STAR RATED HOTELS IN KOTA KINABALU

MASTER OF BUSINESS ADMINISTRATION

2008 - 2010

Saya, Sharon Yvonne Freddy meng,aku membenarkan tesis sarjana ini disimpan di perpustakaan Universiti Malaysia Sabah dengan syarat-syarat kegunaan berikut:

1. Tesis adalah hak milik Universiti Malaysia Sabah. 2. Perpustakaan Universiti Malaysia Sabah dibenarkan membuat salinan untuk

tujuan pengajian sahaja. 3. Perpustakaan dibenarkan membuat salinan tesis ini sebagai bahim

pertukaran institusi pengajian linggi. 4. TIDAK TERHAD

Penulis: Sharon Yvonne Freddy Alamat: Peti Surat 20, Taman Gaya lB'

88300 Kota Kinabal , Sabah

Penyeli :

Tarikh: 28 Jun 2010

Catatan: Tesis dimaksudkan SEBAGAI TESIS ijazah Doktor Falsafah dan Sarjana secara penyelidikan atau disertasi bagi pengajian secara kerja kursus dan penyelidikan atau laporan Projek Sarjana Muda (LPSM)

FACTORS OF WORKPLACE ENVIRONMENT AND WORK VALUES:

IT'S INFLUENCE TOWARDS THE STANDARD OF SERVICES PROVIDED IN 4 AND 5 STAR

RATED HOTELS IN KOTA KINABALU

SHARON YVONNE FREDDY

-- PERPUSTAKAAN tllVERsm MALAYSIA SA8AH

DISSERTATION SUBMllTED IN PARTIAL FULFILLMENT FOR THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

SCHOOL OF BUSINESS AND ECONOMICS UNIVERSITI MALAYSIA SABAH

2010

DECLARATION

I hereby declare that the materials in this dissertation are original except for

quotations, excerptS, summaries and' references which have been duly

acknowledged.

28th Jun 2010

"

Sharon Yvonne Freddy PE20068516

NAME

MATRIC NO

mLE

DEGREE

VNA DATE

CERTIFICATION

SHARON YVONNE FREDDY

PE 20068516

FACTORS OF WORKPLACE ENVIRONMENT AND WORK VALUES: IT'S INFLUENCE TOWARDS THE STANDARD OF THE SERVICES PROVIDED IN 4 AND 5 STAR RATED HOTELS IN KOTA KINABALU

MASTER OF BUSINESS ADMINISTRATION

28 JUNE, 2010

DECLARED BY

1. SUPERVISOR (MAIN SUPERVISOR) (Dr Janie Liew @ Liew Heng Mei)

2. SUPERVISOR (CO SUPERVISOR) (Mr Mohd. Rizwan Abdul Majid) .

ii

ACKNOWLEDGEMENTS

I want to express my sincere thanks and appreciation to ' my supervisors, Dr. Janie

Uew and Mr. Rizwan who had unselfishly dedicated their precious time and

endearing effort in guiding me through the process in successfully completing this

research. I wish to express my whole hearted gratefulness to them because their

contribution has greatly added the value and quality of this research.

I also wish to express special recognition to my husband (Alson Liong), my

son (Shalson Liong), my dad (Freddy Ekol) and my mum (Flivia@Lina Motiung), for

their untiring and endless support in providing me guidance, encouragement, /

strength, facilities and financial resources till all my needs are met. My special

thanks and gratitude also to all my beloved siblin~s, Oniel Randy, Sandy Yvette:,

and Sandra Ynette for giving me the most needed moral support and prayers

which have greatly inspired me until I successfully complete this dissertation.

I feel so much relieved now that all the combined and hard effort put forth

had been blessed and hopefully rewarded. Most of all I thank The Lord Almighty

. for making things possible for me. To all who had stayed steadfastly with me, to all

who had felt my burden to care, to them all, I lovingly dedicate this research.

Thank you so much. God bless you all!!

Sharon Yvonne Freddy

28 July 2010

111

ABSTRACT

Factors of Workplace Environment and Work Values: It's Influence towards the Standard of the Services Provided in 4 and 5

Star Rated Hotels in Kota Kinabalu

The purpose of this study is to examine the relationships between the workplace environment and work values and standard of services provided in the hotel industry to emphasize 4 and 5 star hotels in Kota Kinabalu. This study adapted the theoretical framework established by Eiglier (2004) for service (dependent variable) and for workplace environment and work values (independent variables) theoretical framework introduced by Schlesinger and Heskett (1991) also used. The relationship between the dependent variable and independent variables mentioned above were believed to influence the standard of services provided in 4 and 5 star hotels. Hence, a test was needed to prove- this relationship. In this study, tests to relate standard of services between five factors of workplace environment and the work values of hotel staff were done. Self-report questionnaires were used as a survey instrument on seven of the 4 and 5 star hotels in Kota Kinabalu and only focus on the operational employees. The data were analyzed using custom developed software. The results indicated that five factors of workplace environment which are work situation, job security, social relations, health requirements and safe physical surroundings do have a significant relationship with the standard of services. Nevertheless, the results indicated that the work values of employees proved to have the most effect on the standard of services provided in the hotel. Based on this study, it showed that a specific way to view the success factors especially in the field of hotel industry. Since the industry are a major source of employment in many countries, an thoroughly understanding on a good quality workplace environment and on employees work values will determine what kind of jobs or working environment the employee perceived as important to them in order to be successful in this industry. This will help the hotel industry to develop effective management and provide adequate and sufficient and satisfactory services.

iv

ABSTRAK

Tujuan kajian ini adalah untuk menyelidik hubungan diantara persekitaran tempat ketja dengan nilai-nilai ketja serta standard perkhidmatan yang disediakan di industri perhotelan yang bertaraf 4 dan 5 bintang di Kota Kinabalu. Penyelidikan ini menggunakan kerangka teori yang diasaskan oleh Eiglier (2004) iaitu untuk perkhidmatan (pembolehubah dependen) dan persekitaran tempat ketja serta nilai-nilai ketja (pembolehubah-pembolehubah indenpenden) daripada kerangka teori yang diperkenalkan oleh Schlesinger dan Heskett (199.1). Hubungan antara pembolehubah dependen dan pembolehubah independen yang dinyatakan di atas dipercayai mempengaruhi standard perkhidmatan yang disediakan oleh hotel yang bertaraf 4 dan 5 bintang. Oleh itu, suatu kajian per/u dilakukan untuk membuktikan hubungan ini. Dalam kajian in;' kajian dijalankan untuk mengkaitkan standard perkhidmatan antara lima faktor persekitaran tempat ketja dan nilai-nilai ketja kakitangan hotel dilakukan ke atas tujuh hotel yang bertaraf 4 dan 5 bintang di Kota KinafjaliJ dan hanya berfokus pada peketja bahagian operasi. Data dianalisis dengan menggunakan perisian yangtelah dibangunkan. Keputusan menunjukkan bahawa lima faktor persekitaran tempat ketja yang situasi ketja, keselamatan ketja, hubungan sosial, keper/uan kesihatan dan persekitaran fizikal yang selamat mempunyai hubungan yang signifikan dengan standard perkhidmatan. Namun demikian, keputusan menunjukkan bahawa nilai-nilai ketja peketja terbukti mempunyai pengaruh paling besar terhadap standard perkhidmatan yang disediakan di hotel. Berdasarkan kajian in;' menunjukkan bahawa suatu cara tertentu untuk melihat faktor-faktor kejayaan khususnya di bidang industri hotel. Disebabkan industri ini adalah sumber utama peketjaan di kebanyakan negara, sebuah pemahaman menyeluruh tentang persekitaran tempat ketja yang berkualiti baik dan nilai-m'lai ketja yang diterapkan oleh peketja akan menentukan jenis peketjaan atau persekitaran ketja yang dianggap penting oleh peketja untuk berjaya dalam industri ini. Ini akan membantu industri hotel untuk membangunkan pengurusan yang berkesan dan menyediakan perkhidmatan yang cukup dan memuaskan.

v

DECLARATION CERTIFICATION ACKNOWLEDGMENT ABSTRACT ABSTRAK TABLE OF CONTENTS USTOFTABLE UST OF FIGURJ: UST OF SYMBOL

TABLE OF CONTENTS

CHAPTER 1- INTRODUCTION 1.1 Overview 1.2 Problem Statement 1.3 Objective of Study 1.4 Scope of Study 1.5 Significant of Study 1.6 Definitions of Terms

1.6.1 Services 1.6.2 Workplace Environment 1.6.3 Work Values

1. 7 Organization of Study

CHAPTER 2- LITERAlURE REVIEW

PAGES

ii iii iv v

vi viii ix x

1 3 5 6 6 7 7 8 8 8

2.1 Introduction 10 2.2 Service (Dependent Variable) 10

2.2.1 Service Delivery in Hotel Industry 11 2.2.2 The Role of Hotel Employee on the Standard of Services 12

Provided 2.3 Workplace Environment (Independent Variable) 13 2.4 Work Values (Independent Variable) 15

2.4.1 Work Values and Vocational Behavior 17 2.4.2 Factors which influence working values in the 18

Workplace 2.5 Summary 19

CHAPTER3-METHODOLOGY 3.1 Introduction 20 3.2 Research Framework 20 3.3 Definitions of Variables 22

3.3.1 Workplace Environment (Independent Variable) 22 3.3.2 Work Values (Independent Variable) 23 3.3.3 Standard of Services Provided (Dependent variable) 23 3.3.4 Demographics Characteristics (Moderating variable) 24

vi

3.4 Research Hypothesis 24 3.5 Research Design 26 3.6 Sample and Population 26 3.7 Research Instrument 28

3.7.1 Workplace environment and work values (Section B) 29 3.7.2 Services Provided (Section C) 29

3.8 Data collection method 30 3.8.1 Primary Data 30 3.8.2 Secondary Data - Archival research/Documents 30

3.9 Data Analysis Techniques 30 3.10 Summary 31

CHArnR 4- METHODOLOGY 4.1 Introduction 32 4.2 Response Rate 32 4.3 Demographic Data 32

4.3.1 Gender 32 4.3.2 Age 33 4.3.3 Race 33 4.3.4 Marital Status 34 4.3.5 Length of Service 34

4.4 Reliability Test 35 4.5 Descriptive Statistics ' 36 4.6 Hypothesis Testing 37

4.6.1 Multiple Regression Analysis 38 4.7 Summary 55

CHAPTER 5- DISCUSSION AND CONCLUSION 5.1 Introduction 58 5.2 Recapitulation 58 5.3 Discussion and the Implication of the Findings 59

5.3.1 Hypothesis la - There is a significant relationship 60 between workplace situation and standard of services 60

5.3.2 Hypothesis Ib - There is a significant relationship between security on standard of services 61

5.3.3 There is a Significant relationship between social relation on standard of services 62

5.3.4 There is a significant relationship between health requirement on standard of 63 services

5.3.5 There is a significant relationship between safe physical surroundings on standard 64 of services

5.3.6 There is a significant relationship between work values on standard of services 64

5.4 Limitations 65 5.5 Recommendations for future research 66 5.6 ConcluSions 67

REFERENCES APPENDIX A APPENDIX B APPENDIXC APPENDIXD APPENDIX E APPENDIX F APPENDIXG APPENDIXH APPENDIX I APPENDIXJ APPENDIXK APPENDIXL APPENDIX M APPENDIX N APPENDIX 0 APPENDIX P APPENDIXQ

70 76 90 92 103 104 109 113 117 121 125 129 133 137 141 145 150 154

UST OF TABLES

Page

TABLE 1 Sample Size 27 TABLE 2 List of 4 and 5 star rated hotels in Kota Kinabalu, Sabah 28 TABLE 3 The SPSS Analysis Instruments 31 TABLE 4 Gender 32 TABLE 5 Age 33 TABLE 6 Race 33 TABLE 7 Marital status 34 TABLE 8 Length of service 34 TABLE 9 Cronbach's alpha reliability coefficients for variables 35 TABLE 10 Mean and standard deviations for workplace environment, 37

work values and standard of services provided in the hotel industry ".:

TABLE 11 Model summary of multiple regression analysis 40 TABLE 12 Coefficients result of multiple regreSSion analysis 40 TABLE 13 Age as moderating variable between work situation and 43

standard of services TABLE 14 Age as moderating variable between security and 44

standard of services TABLE 15 Age as moderating variable between social relations and 45

standard of services TABLE 16 Age as moderating variable between health requirements 46

and standard of services TABLE 17 Age as moderating variable between safe physical 47

surroundings and standard of services TABLE 18 Age as moderating variable between work values and 48

standard of services TABLE 19 Length of service as moderating variable between work 49

situation and standard of services TABLE 20 Length of service as moderating variable between 50

security and standard of services TABLE 21 Length of service as moderating variable between social 51

relations and standard of services TABLE 22 Length of service as moderating variable between health 52

requirements and standard of services TABLE 23 Length of service as moderating variable between safe 53

physical surroundings and standard of services TABLE 24 Length of service as moderating variable between work 54

values and standard of services TABLE 25 Summary of hypothesis testing results 55

Vlll

UST OF FIGURE

Page

FIGURE 1 Research Framework Development 21

ix

UST OF SYMBOL

B Beta

x

CHAPTER 1

INTJt0DUcnON

1.1 Overview

In recent yea~s, organizations in hotel industry have experienced a great deal of

turmoil as the competitive forces within their industry have shifted under the

weight of globalization. According to Thorlakson, (1997) under achievement and

deterioration in performance are problems where few organizations can tolerate in

today's competitive environment. However, there are still more serious study to

focus on the sufficient and better quaiity of workplace environment and work

values among the employees to satisfy and meet the needs of a growing and

dynamic hotel industry.

According to the Tourism Ministry, 2.2 million tourists visited Sabah last

year and at current trend, demand will soar to 5 million in 2010. Foreign tourist

arrivals have improved in the Sabah this year with an increase of visitors, in

January, from Singapore (up by 16.3 per cent), the Philippines (41 per cent),

Indonesia (73 per cent), Taiwan (23 per <;:ent) , South Korea (14.8 per cent),

Australia (17.6 per cent) and, United Kingdom and Ireland (36 per cent). The

standard of services provided in the hotel industry will very much play a crucial

role in increasing the numbers of tourist into our country. Chief Minister of Sabah

Datuk Musa Aman has urgeEl hotel staff to increase their standard of services to

further promote the tourism and hotel industry in our country. Taken from Daily

Express Newspaper published on April 24, 2010, "We want to be world-class,

offering a world-class product, service and facilities," Musa said, before adding,

"we can only do this if we develop world-class thinking, and to do this, we must

develop the right skills and competence levels, this will in turn benefit the tourism

locally and help develop the hotel industry." He said the government has and

would continue to provide for the best economic stimuli to boost the tourism

industry, to combat any adverse reaction the recession might have, and remain

viable untfl full recovery was in sight. Nevertheless, everyone must play their role

in State government in meeting the State's and country's need for skilled and

knowledgeable people in this field. This applies especially to the hotel employees

who are the frontlines in the hotel industry. Only by providing good service will

tourist be satisfy and be coming back for more. In this sense, will improve and

increase the tourism and hotel industry.

Hotel industry represents an important segment in Malaysia. This industry

possesses a strong culture and many of its traditions have changed since the last

several decades. Today's work environment is changing tremendously due to

economic forces that resulted in the redesigned of systems to minimize cost, the

need to speed up product development and the focused attention on satisfying

customers. Therefore, evidence exists to suggest that a good workplace

environment alone will not explain the achievement of a hotel organization and

that positive work values adapted by employees plays a key role in organizational

success (Rosete & Ciarrochi, 2005).

The major changes in workplace environment that most employers and

employees face include the move towards team work environments, the need of

flexibility, the constant learning required to keep abreast of changes, the

multicultural environment, the global economy, diversity and the outgoing impact

of technologies. These trends are classified into three factors: cheaper, better, and

faster, that have tremendous impact on today's workforce.

Generally, providing good quality work is essential to both individuals and

organizations. Focusing on individuals, one of the factors that determine a person

working achievement is by looking at an individual's work values. Early research

has typically found a strong relationship between an individual's work specific

values and his or her work standard (Dawis & Lofquist, 1984; Pine & Innis, 1987;

Zytowski, 1970). According to Roe and Ester (1999) values and work values in

particular are supposed to play a functional role in work related central processes

2

and outcomes, such as job satisfaction, motivation, organizational commitment,

and work performance. As a result, people would be motivated, more happier,

satisfied, and committed when individual's values are similar to the organizational

values and policies.

Since hotel is known as a service industry, providing sufficient and fast

services play a crucial part in the perception of hotel guest in determining their

level of customer satisfaction. This study is conducted among employees in the

hotel industry because nowadays, they have been subjected criticism especially on

their performances and services rendered. The slow uptake of service quality

practices in hotel industry is further worsen by difficulties in measuring outcomes

and greater scrutiny from the public and press (Teicher et aI., 2002). Irrespective

of these difficulties, however hotel industry has come under increasing pressure to

deliver good services (Randall & Senior, 1994) and improve its efficiencies. Thus,

people in the hotel industry are being challenge to bring about desired changes in

the services that they provide and improve its capacity as well as performance. In

other word, this study aims to seek factors that can influence the success of the

services provided in the hotel industry.

1.2 Problem Statement

The workplace environment a.nd employee work values are very important to an

organization especially to a service industry like hotels. It represents the image and

reputation of the hotel. Unfortunately, not much attention has been paid to the

work environment conditions and employee work values that are necessary for

service oriented and satisfied employees to reproduce good quality service'. The

guest's experience or perception of the service encounter are in many ways the

service from their perspective and is the basis of its quality perception. Schesinger

and Heskett (1991a, p.149) argue that "customer satisfaction is rooted in

employee satisfaction". Therefore, the researcher intend to address what demands

should be put on the work environment in order for the employee to experience

high work satisfaction which in return will also make the service encounter to be

positive also for the hotel guest.

3

Also, although a number of work values studies have been conducted in

various disciplines, there is a lack of investigation on t~e hotel employees'

perception on their work values towards occupational decision in the field of the

hotel industry. Since work values are very much inter-connected with the level of

quality of the hotel services provided as people are trying to achieve a variety of

goals or values in their work, including economic security, material rewards, social

interaction, social status and self-fulfillment, it is therefore interesting to examine

these employee working motivation and what they seek in their jobs or workplace

environment by analyzing their work values. Based on Zemke et. al (1999) who

first proposed that work values are factors in the process of succeeding in their

career, the researcher will explore a study into this area by focusing on the 4 and 5

star rated hotel employees at Kota Kinabalu.

.. The hotel industry has long been subjected to criticisms for inefficiency,

lack of flexibility, ineffective accountability and poor and rude services provider.

Mainly bad manners in the hotel, not much praise, non-compliance with

agreements, harassment by superiors or generally bad working environment are

important grounds for giving notice (Langer, 1988). Such criticisms have paved the

way for hotel service improvements and management employers seeking to

address various customers' complaint and enhance the efficiency and performance

of services provided by hoteliers. With changes in time and circumstances reform

agenda has varied, but improvement have always been seen and applied as a

means to bring about desired changes in service offering and improve its

competence as well as performance (Siddique, 2006). Therefore, the workplace

environment and work values among the employees in the hotel industry have to

be sharpen and improved so that the standard of service provided are in

satisfactory and adequate level and appreciated by the hotel guest.

Hence, the problem statement in this study seeks to address on the

relationship between each component of the five dimensions in

workplace environment, work values and standard of services provided

in the hotel industry moderate by the demographic characteristics such

4

as age and length of services. In other way, the research questions about this

study are follows:

1. What is the relationship between the workplace environment with five

dimensions namely work situation, security, social relations, health

requirements and safe physical surroundings and the standard of services

provided in the hotel industry to emphasize 4 and 5 star rated hotels in

Kota Kinabalu.

2. What is the relationship between the work values and the standard of

services provided in the hotel industry to emphasize 4 and 5 star rated

hotels in Kota Kinabalu.

3. How the demographic characteristics namely age and length of service

moderate the relationship between the five dimensions of workplace

environment and work values and standard of services provided in the

hotel industry.

1.3 Objective of study

This study provides insight into the impact of workplace environment and

employees work values on influencing the standard of the services provided in the

hotel industry. The study will be using five dimensions of the workplace

environment and work values factors, which later helped to identify which of these

factors becomes a primary concern in determining the standard of the services in

the hotel industry.

In order to achieve the findings, this research had guided the researcher to layout

these following objectives:

1. To examine the relationship between the workplace environment with five

dimensions namely work situation, security, social relations, health

requirements and safe physical surroundings and the standard of services

5

provided in the hotel industry to emphasize 4 and 5 star rated hotels in

Kota Kinabalu.

2. To examine the relationship between the work values and the standard of

services provided in the hotel industry to emphasize 4 and 5 star rated

hotels in Kota Kinabalu.

3. To investigate whether the demographic characteristics namely age and

length of service moderate the relationship between five dimensions of

workplace environment and work values and standard of services provided

in the hotel industry.

1.4 Scope of the study

The scope of this study is to investigate whether there is any positive or negative

relationship between the factors of workplace environment and employees work

values for its influence towards the standard of services provided in the hotel

industry in Kota Kinabalu, Sabah. Therefore, to conduct the study, the researcher

will be focusing to 4 and 5 stars rated hotels in Kota Kinabalu and merely on the

operational hotel employees operational employees such as housekeeping

department, front desk and food & beverage department in the hotel.

For the purpose of data collection, the researcher will be using the cross­

sectional study where data were collected from the hotel employees between April

and Mei 2010.

1.5 Significance of the study

This study was developed upon the recommendation of Deanne (2003) that

additional studies should focus on the WOrkplace environment factors, experiential

factors and human resource factors have strong potential for influencing success in

the corporate environment. Deanne sought information regarding the best possible

factors to determine the level of success in the hotel industry.

6

This study is important because it is considered as a complement or an

added value to uhderstanding the success factors especially in the field of hotel

industry. Since the industry are a major source of employment in many countries,

an thoroughJy understanding on a good quality workplace environment and on

employees work values will determine what kind of jobs or working environment

the employee perceived as important to them in order to be successful in this

industry. This will help the hotel industry to develop effective management and

provide adequate and sufficient and satisfactory services.

Other significant findings of this study are as follows:-

1. To help the hotel management understand what is needed to create

employee work value with high quality in the~.eyes of the hotel guest.

2. To assist the hotel industry in Malaysia in obtaining better picture of the

key factor for success to develop, organize and providing a better

workplace environment for their employees.

3. To provide an insight into the most important and least important work

values attributes (e.g. achievement, altruism, management, prestige etc.)

that are considered important by the employees concerning their job

choices and workplace environment and their motivation to excel in their

work.

1.6 . Definitions of terms

1.6.1 Services

There are many definitions of services can be define which are derived from the

internet, qcademic papers, popular press and popular books. One attempt toward

a definition was made by two psychologists - Ben-Shem (1991) who defined

services as "the act or manner of serving guests, customers, etc., in a shop, hotel,

restaurant, etc."

7

Another psychologist/ Neumann (1983) defines service as being

empl'oyment in or performance of work for another and work, done by one person

or group that ben~fits another;

1.6.2 Workplace Environment

According to Kent/ and Crotts (2001)/ workplace environment is comprised of

physical location/ equipment/ material processed or used, and the activities of the

employees while engaged in the performance of his work. Dvir et aI., (2002) said

that workplace environment consists of the employer's premises and other

locations where employees are engaged in work-:related activities or are present as

a condition of their employment

1.6.3 Work values

Berg et al.,(1995) define work values as a set of values that include good

performance, take initiative, and working well with others. AlsO, according to

lennon, (1996) work values are broad tendencies to prefer general job

characteristics/ were operationalized as the extent to which people assign

importance to a range of job characteristics when deciding about an ideal work

situation.

1.7 Organization of study

The research proposal is covered in the first three chapters of this research paper.

They are the introdUction, literature reView, research methodology and the

framework of the study. Followed by the second part of this research which are the

Findings and Analysis in chapter four and Discussion and Conclusion in chapter

five.

Chapter One - Introduction and Background

Chapter 1 was designed to provide a broad overview of the research study.

First, an introduction to the study was provided followed by problem statements,

objectives of study, scope of study and the Significant of study.

8

Chapter Two - Literature Review

This chapter is all about previous study that have been conducted to the

topic and knowledge with regards the issues, findings and methodology used. The

most important is this chapter reveals ' other researchers ideology that used as

guidelines and reference towards this research.

Chapter Three - Research Methods

This chapter gives explanation to the techniques and methods that were used

to conduct this research. Besides that, a theoretical framework adapted from the

previous researcher also been used in this research followed by the definitions of

variables, explanation of the, research hypothesis, sampling deSign, instrument,

data collection method, data analysis techniques and unit of analysis. This chapter

helps to explain how the researcher did her research.

Chapter Four - Key Findings, Data Analysis and Interpretation

This Chapter illustrates the respondent profiles followed by the research

results and findings. The data is collected using questionnaire method. The

researcher analyzes the data by using SPSS ~oftware and the result is interpreted

and reported using the statistical method.

Chapter Five - Discussion and Conclusion

This chapter presents the conclusion of all information gathered as well as

the interpretation of the data. Other than that, subsequent that is the implications,

limitations of research as well as suggestion for future research.

9

CHAPTER 2

LITERATURE REVIEW

2.1 Introduction

Two things were illustrated throughout this chapter: definitions given by the

previous researchers and the relationship of workplace environment, employees

work values and the standard of services provided in the hotel Industry. The

definitions and the previous researches used in this research namely standard of

services (depenqent variable), workplace environment and work values

(independent variable).

2.2 Service (Dependent Variable)

Producing a definition of service is not easy, because a service is a complicated

phenomenon and the word "service" has many meanings, ranging from personal

service to service as a product (Gronroos, 1990). There is a range of definitions of

services suggested in the literature. Zeithaml and Bitmer (2000) define it as the

simplest terms in which services are deeds, processes, and performances. It has

arso been defined based on the characteristics of services, such as Gronroos

(1990) defined a service as "an activity or series of activities of a more or less

intangible nature that normally, but not necessarily, take place in interactions

between the customer and service employees and physical resources or good and

systems of the service provider, which are provided as solutions to customer

problems" (p.2l). Looy, Gemmel and Dierdonck (1998) also provided a similar

definition and refer service as "all those economic activities that are intangible and

imply an interaction to be realized between service provider and consumer" (p.S).

These two definitions reveal that services are activities or processes characterized

by intangibility and simultaneity.

10

2.2.1 Service Delivery in Hotel Industry

Total Quality Management (TQM) has found its way into the service sector and the

term is Total Quality Service (TQS). Building quality into service delivery has

proven to be different challenge than in manufacturing industries. Quality service

delivery is customer driven, meaning the measure of satisfaction rests with the

consumer as it does with TQM. The difference lies within the measurement of

quality. In service delivery, employees have a direct relationship with the customer

in the performance of their job. These one-on-one interactions are not easily

quantifiable.

A strategy of quality service delivery is supported by making excellence a

corporate value (Atkinson, Branch, & Lahatte, 1987). The goal of excellence than

becomes supported by the hotel's activities. Employees are trained to put the

guest first by providing a pleasant experience and to keep them from being

dissatisfied ((Atkinson, Branch, & Lahatte, 1987). Hotels cannot afford to ignore

the issue of fast problem resolution. 95% of the guests will make the decision to

repurchase a product or service if their problem is resolved rapidly. The statistic

drops to 70% if the resolution process takes even a small amount of time

(Schlesinger & Heskett, 1991). Every element of the customers/employee

interaction is important. The influence of the physical facility which encapsulates

this interaction must be considered in the quality of service delivery.

As the consumer demands better quality and value, teaching and

developing the skills employees will need has become increaSingly more important.

Porter (1994) and Mintzberg (1994), as stated above, stress the need for

organizations to emphasize the continuous development of their skilled labor force

in order to remain at a competitive advantage. The competition is now global and

labor is one of the main deciding variables. How can the working environment be

designed such that it supports the employee in his/her quest to satisfy the guest or

customer? Can the hotel service be improved when employees working values are

positive?

11

REFERENCES

Ashford, W.B. 1989. A conceptual framework for describing the phenomenon of new venture creation. Academy of Management Review, 10:696-706

Ajzen, H.E. 1991. Measuring the relative importance of service dimensions in the formation of price satisfaction and service satisfaction: A case study in the hotel industry. Journal of Hospitality and Tourism, 6 (3), 179-196.

Autry, H.E. 2001. Organizations Evolving. Newbury Park, CA: Sage.

Ben-Shem, W.B. "A conceptual framework for describing the phenomenon of new venture creation", Academy of Management Review, 1991, 10(4):696-706.

Berg J.e. (1995). "The structure of work values: a cross-cultural comparison", Journal of Organizational Behavior, Vol. 12, pp. 21-38

.,;.

Brown, D. 2002. The role of work and cultural values in occupational choicer, satisfaction, and success: A theoretical statement. Journal of Counseling and Development, vol. 80, pp. 48-56.

Brown, M.A.(1976). Values: A necessary but neglected ingredient of motivation on the job. Academy of Management Review, vol.3, pp.15-23.

Bass, B. M. 1990. Concepts of Leaderships (Chapter One). Bass & Stogdill's Handbook of Leadership : 777eo~ Research & Managerial Application$ (3rt! edition). New York: Free press

Chen, J.S; (2000). Tourism students' perception of work values: a case of Taiwanese universities. International Joumal of Contemporary Hospitality Management, vU2, pp.360-365.

Church, A. H 1997. Managerial Self awareness I high performing individuals in organizations. Journal of Applied Psychology. 82: 281-292

Ciarrochi, J., Chan, A. and Caputi, P. 2000. A critical evaluation of the workplace environment. Personality and Individual Differences, 28: 539-61.

Conger, J.A., & Konungo, R. 1988. Charismatic work values: the elusive factor in organizational effectiveness. San Francisco : Free press

Connor, P.E. & Becker, B.W. (1975). Valu~s and the organization: Suggestion for research. Academy of Management Journal, vol. 18, pp. 550-561.

Conway, A. 2000. 7JJe social foundations of thought and action. Englewood Cliffs: Prentice-Hall.

70

Daily Express. 2010. Sabah Need More Hotels, says Musa. 24 April: 2.

Dawis/ R.V. and Lofquist, L.H. (1984.) A Psychological, theory of work adjustment. Mineapolis-University of Minnesota Press.

Deanne A.W. (2003). l77e relationship Of higher education curriculum design ractors and success in a corporate hospitality setting. Unpublished doctoral dissertation, University of Florida.

Druskat, V.U. and Wolff, S.B. 2001. Building a healthy work environment. Harvard Business Review. 79 (3): 80-90.

Dvir, P., 2002. An Employer Problem. l77eAmerican Economic Review, 73:107-11.

Dulewicz, V. and Higgs, M. 1998. Can work values measured and developed?, Leadership & Organization Development Journal. 20 (5): 242-52.

Duijn/ W. 2003. Working Values Intentions among FDEWB Students. Universities Maastricht. ·. '.

Dunn, T., and Holtz-Eakin, D. 2000. Financial Capital, Human Capital, and the Transition to Self-Employment: Evidence from Intergenerational Unks. Journal or Labor Economics 18: 282-305

Falik, F. ,1983. Statistics ror Behavioural Sciences. II/inois:The Dorsey Press.

Fayolle, A. , & Matlay, J. M. 2006. Attitudes, intentions and behavior: New approaches to evaluating the work place environment Cheltenham, UK: Edward Elgar

Forgas, B.J & George ,L.S. 2003.Predicting the social relations between employees: A preliminary investigation. Western Michigan University

Eiglier, P, (2004). Marketing strategies and services. Asian Journal of Political Science. 10 (1): 105-30.

Elizur, B. 1994. The charismatic relationship : alternative explanations and predictions. Leadership Quarterly. 2: 81-104.

Elliot J. and Harackiewicsz B. 1996. T77e Work Environment Challenge. San Francisco, CA: Jossey-Bass.

Erikson, R. 1996. The cost of caring. Ivey Business Journal Online, March/April, 1-8

Galloway, L., Brown, W., Anderson, M.& Wilson, 1..2006. Investigating the Potential of Hotel Employees. International Journal of Management Education, 57-65

Gartner, W.B. 1985. A conceptual framework for describing the phenomenon of . new venture creation. Academy of Management Review, 10:696-706

71

Gelderen, M.V , Brand, M., Praag, M.V, Bodewes, W., Poutsma, E. & Van Gils, A. 2006. Research Working Paper Series: Enplaning WOIX Services by Means of the Theory of Planned Behavior. Department of Management

Gibb, A. 2002. In Pursuit of a Safe Physical Surroundings in Workplace: Creative Destruction, New Values, New Ways of Doing Things and New Combinations of Knowledge. International Journal of Management Reviews, 4(3):233-269.

Ginzberg, E., Ginsdurg, S.W., Axelard, S., and Herna, J.L. (1951). Occupational choice: An approach to a general theory. Columbia University Press, New York.

Gonroos, J., 1990. Service Provider. Harvard Business Review, 82 (1): 27.

Hansemark O.c., 1998, The effects of an entrepreneurship program on need for achievement and locus of control of reinforcement. International Journal of Entrepreneurial Behaviour and Research 4(1):28-50.

Herzberg, F.H; Mausner, B., & Synderman, B. (1959). The motivation to work. New York: Wiley.

Hill, S., Cinneide, B.O., & Kiesner, F. 2003. Graduate work values: an international 'consumer' study. Research and Development Management Journal. 3(1)

Kammer, P., 1987. A Work Values Affect in organization. The American Economic Review, 73:107-11.

Kent, M. & Crotts, G. 2001. Workplace Environment and Outcomes: A Comparative Casual Mapping Study. Jurnal of Management Studies. 34(6): 895-920

Kluchoon, C. (1952). Values and value-orientations in the Theory of Action. In T. Parsons and EA. Shlls (eds). Toward a General Theory of Action, (pp.395). Harvard University Press, Cambridge.

Kruger, N. F. Jr. 1993. The impact of hotel size and service type on employee job satisfaction. Journal of Hospitality and Tourism. 24 (1), 60-68

Langer, R. 1988. The influence of self on human behavior. American Scientist. 67: 187-93.

Leith, F. & Baumeister .1996. Testing the security model on a different organization. Department d'Economia de l'Empresa:Universitat Autonoma de Barcelona

Lennon, D. E. (1996), Life Roles, Values, and Careers: International Findings of the Work Importance Study, Jossey-Bass, San Francisco, CA.

Levy, K. 1990. The motivation to work, 2nd ed. Wiley, New York, NY

72

,.

Levy K. & Embree, J.M. 1994. The role of emotion of emotion in social support provision : Gender, empathy and expression of distress. Joumal of Social & Personal Relationship. 11(1): 45-62.

Lofquist, L. H., Dawis, R.V. (1971). Values as second-order need in the Theory of Work Ajustment. Joumalof Vocational Behavior, vol.12, pp.12-19 ..

Lofquist, L. H., Dawis, R.V. (1978). Values as second-order need in the Theory of Work Adjustment. Journal of Vocational Behavior, vol.12, pp.12-19.

Meglino, B. M., Ravlin, E.c., and Adkins, c.L. (1991). Value congruence and satisfaction with leader: An examination of the role of interaction. Human Relations, vol.44,pp.481-495.

Neumann, J. M. 1983. Attitudes, intentions and behavior: New approaches to evaluating performance. Cheltenham, UK:Edward Elgar

0' Halloron, R.M., and Ninemeier, J.D, 1988. Exploring organizationally directed citizenship behavior : reciprocity or 'its my job? Journal of Management Studies. 412 (1): 85-106.

0' Reil, S. 1991. A longitudinal investigation of the impact of family background and gender on interest in small firm ownership. Journal of Small Business Management, 34(2): 29-43

Pearlin, S. C. 1978. T17e Economics of Self-Employment and Entrepreneurship. Cambridge: Cambridge University Press.

Pine G. P and Innis, G. (1987). Cultural & individual work values. T17e Career Develoment Quarterly. 35 pp. 279-287.

Post Kammer, P. (1987). "Intrinsic and extrinsic work values and career maturity of 9th and 11th grade boys and girls. /I Journal of Counseling and Development, vol. 65, pp.420-423.

Pryor, R. G. L. (1979). In search of a concept: Work values. Vocational Guidance .Quarterly, vo1.27, pp.250-256.

Pryor, R. G. L. (1981). Tracing the development of the work aspect preference scale. Australian Psychologist, vol.16, pp.241-257.

Randall, L. and Senior, M. 1994. A model for achieving quality in hospital hotel services. International Journal of Contemporary Hospital Management 6: 68-74.

Ribeaux, D.I and Poppleton, BJ. 1978. Opening the black box : an experimental investigation of the mediating effects of trust and value on work values. Journal of Organizational Behaviour. 21 (8): 949-64.

73

Robinson, l. 2003. Committed to quality: the use of quality schemes in UK public leisure services. Managing SelVice Quality. 13 (3): 247-55.

Roe, R.A & Ester, R. (1999). Values and Work: Empiricial Findings and Theoritical Perspective. Applied Psychology: An International R.eview, 48 (1), pp.1-21.

Rokeach, M. (1968). Belie~ Attitude and Values. San Francisco, CA: Jossey-Bass.

Rokeach, M. (1973). The Nature of Human Values. New York: Free.

Roscoe, J.T. (1975) Fundamental Research Statistics for the Behavioral Sciences (2nd ed.). New York: Holt, Rinehart and Winston.

Rosete, D. and Ciarrochi, J. 2005. Emotional intelligence and its relationship to workplace performance outcomes of leadership effectiveness. Leadership & Organizaaon Development Journal. 26 (5): 388-99.

Roxas,B.G, 2008. Customers knowledge and its effects on services: development of a Conceptual Framework. Asia-Pacific Social Science Review 8: 66-77

Schlesinger, l.A. and Heskett, J.l. (1991a), "How does service drive the service company?" HalVard Business Review, November-December, pp.146-50.

Schneider, A. 1995. Work Values Among Graduates: Reality and Prospects In Tertiary Education. University of Aegean. Allied Academies International Conference. Academy of Entrepreneurship. 13(1)

Siddiquee, N.A. 2006. Administrative reform in Malaysia: recent trends and developments. Asian Journal of Political Science. 10 (1): 105-30.

Sosik,G., & Megerian, J. 1999. The Motivation to Provide better services. International Journal of Behavior & Research. 11(1):42-56

Stagner, L. 1950. Committed to quality: the use of quality schemes in UK public leisure services. Managing SelVice Quality. 13 (3): 247-55

Super, D.E. (1970) Manual: Wolf< Values Inventory. Bostan, Houghton Mifflin.

Super, D.E. (1973). The Work Values Inventory. Bostan, Houghton Mifflin.

Taylor, R. 1991. The tyranny of toxic managers : Occupations and values. Ivey Business Journal Online, Marchi April, 1-8.

Teicher, J., Hughes, O. and Dow, N. 2002~ E-government: a new route to public service qualiD[. Managing SelVice Quality. 12 (6): 384-93.

,

Thorlakson, N. 1997. Management by customers in a competitive working environment. Leadership & Performance Development Journal. 28 (8): 749-70.

74

Trobst, 0., Collins G. and Emree, D.F., 1998, An Empirical Investigation of Personal and Situational Factors: University Of North Taxes

Warr, D. 1978. Worldng with Emotional Intelligence. New York, NY: Bantam Books.

Woodall W., Kogler, H., 1982. Promoting innovation through the accumulation of intellectual capital, social capital and entrepreneurial orientation. Research & Development Management joumal, 38(3): 265-277

Zemke, R. and Filiczak, B. (1999), Generations at Work: Managing the Clach of Veterans, Boomers, Nexters in Your Workplace, American Management

Zhou, T. & Shelly, S. 2003. A Conceptual Framework for Testing the Effectiveness of Social Relations Programs towards E,ployees Intention. University of St.Gallen, Switzerland.

Zytowski, D.G. (1970). The concept of wotk values. Vocational Guidance Quarterly, vol 18, pp. 176-186.

Hotels List in Kota Kinabalu obtained from http://www.sabahtourism.netlsabah--malaysian-borneo/en/accommodation

75