Employee engagement insights from Jamaica's hospitality industry: compounding the benefits of a service orientation through customer service training

Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

This research paper concentrates on the employee perceptions of service orientation and customer service training, and how these impact upon employee engagement levels within all-inclusive hotel businesses in Jamaica. The results reveal that a strategy of pursuing service orientation and running customer service training rewards the employer with increased engagement and positive attitudes among staff, which translates to a commercially valuable boost in customer service levels.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Citation

(2019), "Employee engagement insights from Jamaica's hospitality industry: compounding the benefits of a service orientation through customer service training", Human Resource Management International Digest, Vol. 27 No. 4, pp. 44-46. https://doi.org/10.1108/HRMID-04-2019-0108