Influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya

Abstract

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.