Service training intervention and time-variant personal growth. (September 2021)

• Record Type: Journal Article
• Authors: Lan, Junbang; Wong, IpKin Anthony; Guo, Jia Wen
• Is Part Of: International journal of hospitality management. Volume 98(2021)
• Publication Date: 2021-09
• Subjects: On-the-job training -- Service knowledge -- Self-efficacy -- Job satisfaction -- Training effectiveness -- Latent growth model; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2021.103036
• Languages: English
• ISSNs: 0278-4319

Abstract

Abstract: Training is a vital means to continuously improve service quality. Although much literature has concentrated on the relationship between on-the-job training and job outcomes, these studies are usually static and cross-sectional in research design, which fails to capture the dynamic changes of training outcomes. This study attempted to address this issue by adopting a learning and development perspective. Drawing on psychological capital theory and self-determination theory, we examined how training progress facilitates trainees' personal growth and psychological development. Specifically, we utilized the latent growth modeling approach to examine hotel employees' trajectory of change regarding service knowledge, self-efficacy and job satisfaction over the pre-training, mid-training, and post-training stages. By surveying full-time trainees working in three luxury hotels, we found that the mean level of employees' service knowledge would increase over time, while this improvisation would also result in gradual enhancement of self-efficacy and job satisfaction. Highlights: This study contributes to tourism research by illustrating a change approach that complements the static view on training. The proposed growth model underscores the direct and indirect employee development through learning interventions. Findings show how the change of knowledge acquisition affects the growth of cognitive and affective capabilities. This study advances the literature on training by drawing on cognitive capital theory and self-determination theory.