Department of Human Resources Development
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Item Influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya(2020) Mburu, Ben K.; Koome, Peter; Gichuhi, DavidEmployees are the backbone of the hospitality industry, and the people in service are inseparable from the service they provide. This research investigated the influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya. Descriptive design was used to gather both quantitative and qualitative data through the use of questionnaires and interview guide as the key informants. The target population was 73 respondents comprising of 55 employees’ operational employees and 18 supervisors at Nuru Palace and the Legacy Hotel in Nakuru County. The findings also reveal that coaching and mentorship as well as mutual trust between employees and their superiors affect service quality positively. The study recommends that hospitality establishments should facilitate more on the job training and provide technical support to their employees. They should also work on establishing trust between the management and the workforce.Item Influence of millennials innovativeness on organization change in the hospitality industry in Naivasha sub-county, Kenya(IJRBS, 2021-10-27) Gichuhi, David; Koome, Peter; Njenga, Serah NjokiThe aim of this study was to determine millennial influence on organization change in the hospitality industry Naivasha sub-county, Kenya. The study was guided by the following specific objectives: determine the influence of millennial innovativeness on organization change. This study used innovation theory. The study will adopt a descriptive survey research design. The current study targets rated hotels in Naivasha. This study targeted 180 respondents the respondents were: 10 Managers, 40 departmental heads from the four departments in the hotels, 10 Millennial and 120 supervisors. Employees of these hotels will be the respondents in the study. Data was collected via a self – administered questionnaires and an interview guide. Validity and reliability were ensured by conducting a pilot test in NarokCounty. Analysis of data comprised descriptive statistics and regression analysis with the help of SPSS. Results indicate that organizational change in the hospitality industry was positively significantly associated with millennial Innovation change in the hospitality industry. From the findings, the researcher concluded that millennials are innovative and easily come up with new ideas further they are proficient in technology and techno-savvy.