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The purpose of this study is to examine the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry.

A total of 231 responses from 13 large all-inclusive hotels in Jamaica are analyzed by using structural equation modeling.

Overall, service orientation positively affected customer service training and employee engagement. In addition, customer service training positively affected employee engagement. Furthermore, the results indicate that customer service training mediates the relationship between service orientation and employee engagement.

This study builds on the conceptual literature of engagement and adds to the limited empirical studies to date to highlight the importance of service-oriented culture and training activities on employee engagement.

The findings of the study generate an increased understanding of the importance of an engaged workforce and of specific customer service training practices that can foster engagement. This study also highlights that managers should be supportive of training and development activities within a broader context that considers specific desired workplace performance from employees.

The knowledge gap related to many frequently used organizational practices reported as having an impact on engagement is addressed. Addressing this problem extends existing literature and provides an evidence base for human resource managers and professionals in service organizations, specifically in hospitality firms.

Using the job demands-resources (JD-R) model as a theoretical framework, the purpose of this study is to identify antecedents of work engagement in the hotel sector through an integrative literature review of existing empirical studies.

A total of 38 quantitative studies published between 2001 and 2017 were reviewed, and a summary of the antecedents of work engagement was compiled based on the JD-R model.

Support from the organization, supervisors and coworkers were the most frequently discussed predictors of work engagement. Compared with previous studies in other sectors, the findings show unique antecedents of work engagement in the hotel sector, such as internal branding, organizational justice and organizational features (e.g., organizational size/history/level) as job resources; behavioral intentions and polychronicity as personal resources; and customer emotions and sexual harassment as job demands.

This study is relevant considering the discourse in the hotel sector on delegating human resource responsibilities to frontline managers. Hotel managers should establish and maintain a work environment where coworkers and supervisors provide support as the environment is found to be a key factor that promotes work engagement.

The significance of the study is that it provides an overview of studies on work engagement in the hotel sector and insights on how hotel service practices affect employees and work engagement by highlighting the antecedents of work engagement from previous empirical studies.

The purpose of this paper is to explore mindfulness training as a viable intervention for frontline employees in tourism and hospitality as a way to aid in the regulation of emotions and reduce or prevent employee burnout while increasing levels of work engagement.

By reviewing related literature, the authors explored the relationships between mindfulness training and emotional labor, and mindfulness, burnout and work engagement.

The authors suggested the following propositions: mindfulness training can potentially help to regulate emotional labor of tourism and hospitality frontline employees, and mindfulness training can potentially reduce burnout and enhance levels of work engagement of tourism and hospitality frontline employees.

This study can guide scholars to initiate empirical research to examine the influence of mindfulness training on diverse outcomes related to tourism and hospitality employees.

This study can help to improve the awareness of leaders and managers of mindfulness training as an intervention to alleviate emotional exhaustion of frontline employees in tourism and hospitality.

This study provides theoretical insights and useful practical implications for ways to establish a suitable work environment that encourages frontline employees to perform genuine or deep acting while minimizing incidents of surface acting and the consequences of emotional labor.

The purpose of this paper was to examine the definitions of global leadership and indigenous leadership, identify leadership capacities inherent in human resource development (HRD) and determine relationships of the three as a means to develop a model to aid and guide opportunities for future research.

Following a two-stage integrative literature review of HRD, global and indigenous leadership literature, the grounded theory constant comparative method established 31 positive and 1 negative leadership domains, and respective capacities, and compare domains from literature.

The Global Leadership Capacity Wheel informs researchers of strengths and areas for additional research, has resulted in a more complete model of global leadership and calls for increased clarity for leadership capacity model development, especially for complex, global environments and local constructs and theories.

Although the literature had adequate representation in the business and organizational acumen and managing people and relationships central global leadership domains, more research and reporting is required for managing self and indigenous leadership capacity development subdomains.

Leadership development is a high priority and core function of HRD. The Global Leadership Capacity Wheel provides a tool for scholars and practitioners to guide global leadership development programs and research.

Understanding the relationships of leadership capacities from global and indigenous perspectives is helpful to examine cultural, identity and macro-contextual dimensions and their influence on leadership.

The Global Leadership Capacity Wheel provides a type of road-map, a holistic representation, in the context of developing global leaders in today’s complex environment.

The purpose of this paper is to identify the different leadership development techniques used to develop leaders from the human resource development (HRD) and performance improvement (PI) literature, and to categorize the development techniques using Garavan et al.’s (2015) multifaceted typology of development where development has recently emerged in the literature as a “central and important process” (p. 360).

This literature review followed the guidelines for an integrative literature review presented by Torraco (2005) and Imel (2011). This literature review was a freestanding literature review designed to provide directions for future research and development within the HRD discipline.

This literature review categorized over 500 leadership development techniques and mapped them with previously identified leadership capacities into Garavan et al.’s (2015) development typology. Once mapped, the authors were able to identify the most common leadership capacities and related development techniques for each development domain in the typology.

This research provides a tool for identifying required leadership capacities and development techniques that could be used by scholars and scholar-practitioners to conduct further research, as an aid in designing future leadership development programs and as instructional materials in the classroom.

Leadership is becoming a shared construct in today’s literature. Leadership as a shared construct has multiple shareholders, both internal and external of the agent. To better meet the needs of these shareholders, this research provides tools for the scholar and scholar-practitioner for leadership development that can be catered to one’s needs – as opposed to a one-size fits all strategy.

This paper highlights the HRD and PI literature, and provides a pragmatic tool for leadership development. This tool can be used by scholars for future research and for testing, as well as by scholar-practitioners for designing future leadership development programs.

The purpose of this study is to develop a deeper understanding of the scope of talent development (TD) strategies and practices in tourism and hospitality industry contexts.

Because the literature on talent management and TD in tourism and hospitality is limited and fragmented, an integrative literature review method was used to identify and analyze relevant studies to create a more comprehensive representation of the industry’s talent strategies.

Findings from the literature review showed that by nature, the context of tourism and hospitality is complex and the meaning of talent in this industry is not necessarily comparable to other industry sectors (Baum, 2008). While most industries adopt a more exclusive approach to develop talent, an inclusive approach may be more ideal for tourism and hospitality especially in light of the importance of frontline employees for business success. More robust management structures and human resource systems are needed especially in small and medium tourism enterprises to aid the facilitation of TD. A partnership approach involving strong commitment between education, industry and government should be necessitated to implement and sustain TD considering the importance of the industry to nation’s economic and social advancement.

This study adds to the body of literature on TD in tourism and hospitality. Future research opportunities should explore both qualitative and quantitative methods to provide empirical evidence and to further build on the literature.

Generally, organizations place emphasis on the development of technical skills, however, managers and leaders of tourism organizations should focus on developing both technical and generic competencies especially for frontline employees to ensure that a positive image of the organization is consistently demonstrated. TD can influence employees’ emotional labor; therefore, increased and quality emotional labor training can impact the types of strategies that employees use during guest encounters to promote quality service.

The paper contributes a comprehensive review of the literature on TD in the tourism and hospitality context. The TD map provides more focused direction and will aid in the establishment of TD strategies and practices.

Qualitative paradigmatic perspectives are increasingly recognized as providing in-depth, rich and nuanced interpretations and critiques of complex phenomena. Nonetheless, positivist and post-positivist epistemologies still dominate social science disciplines. The authors were unable to identify published information on the state of qualitative research in human resource development (HRD) despite the numerous theoretical foundations, epistemological stances and global approaches that shape HRD. To fill this gap, this study determined the prevalence of qualitative designs, data collection methods and data analysis techniques that have been used in Academy of Human Resource Development (AHRD)-sponsored journals. This study identified gaps in the use of qualitative research to be explored by HRD scholars to advance research and practice.

A descriptive case study approach was used to determine the state of qualitative research in three AHRD-sponsored journals.

Qualitative articles have increased in number but still account for a lower percentage of articles when compared with other peer-reviewed articles, including quantitative methodologies and conceptual papers. Most articles lacked grounding in stated ontology and epistemology needed to guide researchers’ investigations, potentially leading to weakened methodological choices, interpretations and authenticity of conclusions.

To provide in-depth understanding of HRD-related phenomena, all important elements of qualitative articles should be addressed to strengthen the credibility and authenticity of the research process. Qualitative theorists and researchers can build on and embrace the soundness of qualitative research and theories in HRD. Expanding on the credibility and authenticity of rigorously conducted qualitative research will help to broaden the perspectives of researchers who may be hesitant to explore this methodology of inquiry. This will strengthen methodological sophistication and expand the knowledge base of qualitative research.

HRD professors/instructors will find this study to be a useful guide for graduate students who are exploring and using qualitative inquiry for their research and for understanding others’ research. Practitioners will also find it useful to understand HRD research to determine possible interventions in their workplaces.

This study identifies trends and patterns of epistemologies and methods used in HRD qualitative articles and provides a foundation on which to build future studies and establish unexplored, unconventional qualitative methodologies and methods.

As the concept of mindfulness gains popularity in the workplace, there is a need to understand the extent to which mindfulness-related practices are integrated into training and development activities and the impact of these practices on employees and organizations. The purpose of this study is to provide an overview of the scope of mindfulness as an intervention in the workplace and to identify outcomes of mindfulness-related training activities at the individual, job/work, team/group and organizational levels.

Torraco (2005) and Briner and Denyer's (2012) four steps (search, selection, analysis and synthesis) for conducting an integrative literature review were used for this study. This method enabled us to compare and contrast relevant articles, integrate distributed information, create new knowledge and provide research directions on mindfulness practices in work settings.

Through a revision of 28 empirical studies, the authors found that mindfulness-based training is an effective intervention for organizations to improve mental health, wellbeing and performance of employees. A total of 51 significant outcomes of mindfulness-related training categorized at the individual (23), job/work (17), group/team (7) and organizational (4) levels were identified.

Despite the benefits of mindfulness training, according to the research, only a handful of organizations have rolled-out this program for employees. The authors recommend that industry leaders and managers take a proactive approach and incorporate mindfulness-related practices as part of their professional development training for employees at all levels to improve personal and professional growth and performance.

This paper extends the emerging literature on mindfulness by providing a comprehensive summary of the consequences of mindfulness training at a multilevel context within the human resource development domain.

In the next decade, it is estimated that a large percentage of individuals with autism spectrum disorder (ASD) will become of working age. With this projection, there is an urgent need to expand employment opportunities and to find ways to support individuals with ASD on the job. However, very minimal research investigates organizational practices needed to integrate individuals with autism in the workplace successfully. Training is one company practice that can significantly impact the behavior and work outcomes of individuals with ASD. Despite the importance of training interventions, research focused on relevant training techniques for individuals with ASD is lacking and fragmented. This chapter summarizes the types of training that are appropriate and most often utilized to foster skill development and aid employment outcomes for Generation A.

The purpose of this study is to systematically review the practice of reverse mentoring and draw a timeline of the research over the past two decades. Considering the novelty of this intervention, this paper proposed an agenda for future research on this burgeoning topic.

By adopting narrative literature review and Gregory and Denniss’ (2018) four-step process, this paper reviewed 54 studies grounded in conceptual, literature review and empirical research published between 1998 and 2020.

The articles included in the literature review on reverse mentoring research were summarized according to journal publications, research methodologies, contextual settings, theoretical framework, purpose and outcomes. Reverse mentoring studies are dominantly published in educational journals using primarily qualitative and conceptual approaches to explore both academic and business contexts within the USA and Europe. Theories frequently used to frame and examine the need of reverse mentoring included social exchange theory and leader-member exchange theory. The fundamental purpose of reverse mentoring research is to transfer knowledge and to bridge the technology divide between intergenerational groups. Reverse mentoring has been used to promote inclusivity between multiple generations in relation to gender, ethnicity and culture.

As per the knowledge, this is the first-ever comprehensive English summary of reverse mentoring research done in the past two decades. Findings from this research can be used to better understand reverse mentoring research trends and directions.