Wanda M. Costen

The Impact of Training and Development on Employee Job Satisfaction, Loyalty, and Intent to Stay in the Lodging Industry

There is a tremendous amount of literature that explores the relationship between employee job satisfaction and intent to stay. Similarly, recent research in the area of human resources has focused on the impact of human resources practices on various organizational outcomes. In this article the authors explore the relationships between training and development, and employee job satisfaction, loyalty, and intent to stay in four lodging properties in the United States. Results indicate that employees who perceive they have the opportunity to develop new skills are more satisfied with their jobs, more loyal, and more likely to stay with the organization.

Where Everybody Knows Your Name: Homophily in Restaurant Atmospherics

Atmospherics are an underresearched, yet important aspect of restaurant performance. This study takes an exploratory approach to measurement development, by conceptualizing a social capital scale to measure homophily in five different restaurant settings, and all three traditional meal periods. A national sample of 1,220 restaurant-goers was obtained, and a unidimensional construct reflecting homophily was found overall; for breakfast and lunch periods, and within three of the five restaurant types. We offer insight into these findings, and discuss the use of the scale in future research.

Accurately Assessing Expectations Most Important to Restaurant Patrons: The Creation of the DinEX Scale

Over the years, those studying the restaurant industry have attempted to accurately assess what expectations are most important to restaurant patrons. The results have been centered on the domains of food, service, and atmosphere. This research adds the domain of social connectedness and homophily to the model. A scale to accurately and efficiently measure these concepts was created utilizing both qualitative and quantitative research techniques and engaging 5 samples numbering 2,500 respondents. Five stages were employed to provide validity, reliability, stability, and homogeneity. A 20-item sale—DinEX—was created using a two-step confirmatory analysis approach.

The Development of Quality Managers in the Hospitality Industry: Do Employee Development Programs Make Cents?

Employee development is the process of providing employees with opportunities to grow within an organization. While there is much research conducted on the value of training, there is little scholarship conducted on developing employees to prepare them for positions of greater responsibility. Given the high turnover prevalent in the hospitality industry, and the cost of this turnover, it is imperative that we understand this construct, as well as how employee development might impact key human resources measures such as employee job satisfaction, organizational commitment, and intent to stay. This report presents a review of the existing literature and examples of employee development programs that appear to be working, while also offering suggestions for areas of future research.

ACE-ing the hiring process: A customer service orientation model

Abstract Hotels and other hospitality organizations use customer service as a key indicator of operational performance. This paper explores the literature on customer service and presents a theoretical framework for measuring employee customer service orientation. The authors also offer recommendations for practical application using the personality traits of Agreeableness, Conscientiousness and Extroversion (ACE) as positive predictors of customer service orientation during the hiring process.

Getting along with others: the relationship between agreeableness and customer satisfaction in the foodservice industry

ABSTRACT In the foodservice industry, customer service is a key performance indicator. This performance indicator comprises two components: a core aspect (food quality) and a relationship aspect (personality of the server). This paper explores the role of personality and its influence on the relationship aspect of customer service. In particular, the authors examine the significance of the agreeableness personality trait on customer satisfaction and word-of-mouth promotion. The findings suggest that developing a method to measure the agreeableness personality trait could assist foodservice managers in selecting candidates that have a greater likelihood of delivering quality customer service.