(2020) Mburu, Ben K.; Koome, Peter; Gichuhi, David
Employees 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.
