On the road to consensus: key soft skills required for youth employment in the service sector

2019 ◽  
Vol 11 (1) ◽  
pp. 10-24 ◽  
Author(s):  
Anjana Singh ◽  
Prashnati Jaykumar
Keyword(s):  
Hospitality Industry ◽  
Service Sector ◽  
Service Industry ◽  
Soft Skills ◽  
Real Life ◽  
Skills Training ◽  
Content Type ◽  
Survey Tool ◽  
Entry Level ◽  
On The Road

Purpose Tourism and hospitality is one of the fastest growing segments of the services industry in India, and there is tremendous need and opportunity for young, educated and qualified professionals. Academics and employers agree that there is an increasing gap between the soft skills that companies expect from their entry-level employees and the skills that these young people possess. To bridge this gap, industry leaders and researchers indicate the need for more soft skills training. The purpose of this paper is to identify soft skills competencies that are required for a diverse group of entry-level employees and then to identify gaps by exploring the hospitality programme and internships. Design/methodology/approach The research is analytical in nature and draws on a literature review and a questionnaire as a survey tool for stakeholders. The research had separate questionnaires for employers, students and faculty members of the Vedatya Institute, educator for the service industry. The research is focused on entry-level employees – students who had graduated from Vedatya Institute in the past five years. The employers are primarily general managers and human resource managers of five-star hotels who have recruited and been part of campus interviews. Findings The research analysed soft or employability skills for the hospitality industry, and it provided valuable insights from employers and perceptions of graduates in attainment of those skills during their degree programme. The study highlighted the significant role of internship in developing soft skills. Practical implications The paper recommends practical solutions for educators and organizations that can be applied. The research synthesized current thinking on required soft skills for young entry-level employees and explores the soft skills gap in the context of a growing soft skills training market with recommendation for stakeholders. Originality/value The research sought to address the real life problem impacting the hospitality industry in India using inputs from the literature, graduates and employers.

From victim to saboteur

2019 ◽  
Vol 29 (1) ◽  
pp. 2-21 ◽  
Author(s):  
Li Hongbo ◽  
Muhammad Waqas ◽  
Hussain Tariq
Keyword(s):  
Organizational Identification ◽  
Unethical Behavior ◽  
Service Sector ◽  
Distress Tolerance ◽  
Service Industry ◽  
Moderating Effects ◽  
Content Type ◽  
Source Data ◽  
Service Sabotage ◽  
Time Lagged

Purpose By integrating affective events theory and insights from the displaced aggression literature, the purpose of this paper is to highlight that state hostility can serve as an explanation for how perceived undermining by co-workers leads to antagonistic consequences. Distress tolerance and organizational identification are theorized to moderate the hypothesized relationships that are investigated in this study. Design/methodology/approach PROCESS macro developed by Hayes (2013) was used to test all the hypotheses by using time-lagged, multi-source data collected from 218 Chinese employees associated with the service industry. Findings The paper finds that state hostility seems to trigger unethical behavior on the part of employees resulting in service sabotage. It is concluded that perceptions of undermining are positively linked to employees’ hostility, which in turn drive service sabotage behavior. Furthermore, employee distress tolerance weakens the effects of perceived undermining on employees’ state hostility, while organizational identification alleviates the effect of employees’ hostility on service sabotage behavior. Practical implications This study not only highlights the outcomes of perceived coworker undermining, the mechanism through which it occurs, and the moderating effects of given factors, but also provides insights to the organizations for managing service sector employees so that they can more effectively interact with customers. The findings suggest that employees with high organizational identification are less involved in service sabotage, thus, such measures are necessary to take which help employers to enhance employees’ organizational identification. The authors also suggest managers to clearly communicate the adverse consequences which employees could have to face if they exhibit unethical behavior. Originality/value This study addresses the question: when and how perceived coworker undermining affects customers’ services. To date, most of the existing literature considered customers’ negative event and customers’ mistreatment as an antecedent of employees’ service sabotage. However, this study concluded that these are not the only reasons for employees’ service sabotage, employees’ interpersonal mistreatment which occurred beyond customers’ interaction also causes service sabotage.

Quality higher education drives employability in the Middle East

2018 ◽  
Vol 60 (9) ◽  
pp. 1057-1069 ◽  
Author(s):  
Diane Nauffal ◽  
Jennifer Skulte-Ouaiss
Keyword(s):  
Higher Education ◽  
Middle East ◽  
Labour Market ◽  
Professional Education ◽  
Liberal Arts ◽  
Soft Skills ◽  
Skills Training ◽  
Primary Data ◽  
Special Focus ◽  
Content Type

Purpose The purpose of this paper is to analyse and explain the high rates of employability of one group of Middle East youth by focussing on liberal arts and soft skills education as an integral part of quality higher education. Design/methodology/approach This paper employs the survey research method using questionnaires, focus groups and interviews to understand the labour market dynamics in Lebanon and explore factors that correlate positively with gainful employment with a special focus on the graduates of an institution that emphasises the liberal arts and soft skills training. Findings The paper finds that quality higher education – particularly with a focus on soft skills and internships – boosts the potential of graduates to secure their first jobs after graduation. Research limitations/implications Reliable data on higher education, employability and youth are scarce in Lebanon and the region. The paper is based on one labour market study in Lebanon while seeking to extrapolate to Lebanese youth as a whole as well as reflect on employability and youth in the Middle East region. Practical implications The paper demonstrates support for improving quality in higher education as well as making soft skills training and the liberal arts critical components for increased employability of youth in Lebanon and the Middle East. Originality/value The paper is innovative in its reliance on primary data from a labour market survey as such data are scarce in Lebanon. In addition, advocacy for soft skills training and the liberal arts in the midst of focus on science, technology, engineering and mathematics and other professional education at the university level is rare in the Middle East.

A network analysis of cross-occupational skill transferability for the hospitality industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Arthur Yan Huang ◽  
Tyler Fisher ◽  
Huiling Ding ◽  
Zhishan Guo
Keyword(s):  
Network Analysis ◽  
Workforce Development ◽  
Hospitality Industry ◽  
Soft Skills ◽  
Content Type ◽  
Department Of Labor ◽  
Multiple Data ◽  
Hospitality Workers ◽  
Career Clusters ◽  
Occupational Information Network

Purpose This paper aims to examine transferable skills and viable career transition pathways for hospitality and tourism workers. Future career prospects are discussed, along with the importance of reskilling for low-wage hospitality workers. Design/methodology/approach A network analysis is conducted to model skill relationships between the hospitality industry and other industries such as health-care and information technology. Multiple data are used in the analysis, including data from the US Department of Labor Occupational Information Network (O*NET), wage data from the Bureau of Labor Statistics and job computerization data (Frey and Osborne, 2017). Findings Although hospitality workers have lower than average skills scores when compared to workers from other career clusters included in the analysis, they possess essential soft skills that are valuable in other industries. Therefore, improving hospitality workers’ existing soft skills may help them enhance their cross-sector mobility, which may allow them to obtain jobs with a lower likelihood of computerization. Practical implications The findings shed light on workforce development theories and practice in the hospitality industry by quantitatively analyzing cross-sector skill correlations. Sharpening transferable soft skills will be essential to enhancing hospitality workers’ career development opportunities. Originality/value To the best of the authors’ knowledge, this is the first study that specifically examines the skill taxonomy for the hospitality industry and identifies its connection with other in-demand career clusters.

Fuzzy Hybrid FMEA for Risk Assessment in Service Industry

2021 ◽  
pp. 43-75
Author(s):  
Nihan Kabadayi
Keyword(s):  
Risk Assessment ◽  
Hospitality Industry ◽  
Failure Modes ◽  
Service Industry ◽  
Service Providers ◽  
Real Life ◽  
Potential Risks ◽  
Fmea Method ◽  
Organization Failure

Service products are mostly produced and consumed simultaneously through interaction between customer and service providers. To prevent external failures in service operations, it is important to identify potential risks and take relevant actions to eliminate or reduce the occurrence. Therefore, risk assessment is vital to customer satisfaction in any service organization. Failure mode and effects analysis (FMEA) is an effective and useful tool for risk assessment. Although FMEA has been extensively studied in the manufacturing literature, there are a limited number of studies considering the application of FMEA in the hospitality industry. In traditional FMEA, the risk priority of failure modes is determined by generating a crisp risk priority number (RPN). However, it has been claimed in the literature that crisp RPN doesn't have a good performance in reflecting real-life situations. To overcome this shortcoming, a fuzzy hybrid FMEA method is developed. The proposed method has been tested on a case study in a five-star hotel to assess its applicability and benefits.

scholarly journals Investigating “circular business models” in the manufacturing and service sectors

2019 ◽  
Vol 30 (3) ◽  
pp. 590-606 ◽  
Author(s):  
Arvind Upadhyay ◽  
Shaheda Akter ◽  
Lindsay Adams ◽  
Vikas Kumar ◽  
Nikhil Varma
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Service Sector ◽  
Business Models ◽  
Research Study ◽  
Real Life ◽  
Content Type ◽  
Service Sectors ◽  
Definition Of ◽  
The Impact

PurposeThe purpose of this paper is to investigate the role of the different circular business models (CBMs) in the manufacturing and service sector and apply this in the context of the food industry (FI), through a systematic literature review of related published journals and articles. The research study is designed to illustrate the impact of CBMs in the manufacturing and service sectors through a combination of real-life examples and direct references to existing literature.Design/methodology/approachThe underlying research study follows a systematic literature review approach where the relevant CBMs are explored in the context of the manufacturing and service sector (FI.) The journals most cited in the context of CBMs and their implication in the manufacturing and service sector were chosen for this study. There was no fixed timeframe applied to complete the research. A total of 54 articles were selected which referenced: discussion in the context of the concept of CBMs; different types of CBM; definition of the manufacturing sector; definition of the service sector (FI); application of different CBMs in these two sectors; and included a comparison of the application of CBMs. In total, 40 of the 54 articles were shortlisted for best relevance and used in the research study.FindingsThe underlying research study was limited to 40 articles and the data contained within them. The article search was limited to the keywords of the CBM; the implication of CBM; the CBM in manufacturing (textiles); circular business in service (FI); and comparison and application of the CBM.Practical implicationsThe final analysis demonstrates that circular business promotes sustainability by allowing companies to generate maximum return from given resources and reach zero waste targets. Greater customer satisfaction is also achieved through service innovation that cuts down negative impact on the environment. These findings are relevant and applicable to the FI.Originality/valueA review of existing literature showed that whilst there is significant research on the implications of the CBM in general, there has been little focus on the use of different CBMs specifically in the manufacturing and service industry (FI). This research study is designed to tease out the specific benefits of CBMs in this context, highlighting the contribution they can make to efficiency in both the manufacturing and service sectors (FI) through useful comparison.

Design of experiments in the service industry: results from a global survey and directions for further research

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiju Antony ◽  
Elisabeth Viles ◽  
Alexandre Fonseca Torres ◽  
Marcelo Machado Fernandes ◽  
Elizabeth A. Cudney
Keyword(s):  
Design Of Experiments ◽  
Continuous Improvement ◽  
Process Improvement ◽  
Six Sigma ◽  
Service Sector ◽  
Success Factors ◽  
Service Industry ◽  
Quality Characteristics ◽  
Content Type ◽  
Critical Success

PurposeThe purpose of this study is to critically evaluate the current status of Design of experiments (DoE) in the service industry or non-manufacturing processes in the manufacturing sector. This involves the identification of critical success factors and challenges in the use of DoE in the context of the service industry as well as the key skills needed for its successful applications.Design/methodology/approachIn order to identify the critical success factors and challenges, an online survey instrument was developed and distributed across Six Sigma Black Belts (SSBB), Six Sigma Master Black Belts (SSMBB), process improvement champions, continuous improvement professionals, DoE experts and specialists as well as academics who are involved in DoE research and applications.FindingsA total of 109 participants from over 20 countries responded to the study. One of the first findings of the study is that over 40% of the process improvement professionals in the service sector do not have any hands-on experience with the application of DoE. Further, this study highlights the following critical factors for successful DoE applications: dedicating adequate resources in terms of time, budget and people for the experiment; getting a clear understanding of the problem at hand; securing a reliable and validated measurement system for measuring the response or quality characteristics of interest; and identifying input independent variables, which influence the quality characteristics during the brainstorming stage. Some respondents also mention the importance of having training or education in DoE as a critical success factor. At the same time, the lack of adequate planning to experimentation, mathematical knowledge and statistical reasoning remains as challenge to be solved.Research limitations/implicationsAs data were collected at an individual level, inter-reliability, which measures the consistency of judgements on a particular survey item, could not be gauged. Moreover, due to low sample size across some continents, an intercontinental comparative study on the extent of the application of DoE across various continents could not be performed.Originality/valueTo the best of the authors’ knowledge, this is the first global survey carried out to understand the status of DoE in the service industry. The results of the global study can be used to encourage quality, continuous improvement and process improvement professionals in the service sector to drive wider acceptance of one of the most powerful tools in the Six Sigma toolkit for problem-solving scenarios. Moreover, senior managers in the service industry can take away some of the key benefits, challenges and success factors in the implementation of DoE.

scholarly journals Perceptions of Indian managers on the impact of convergent technologies on work and resultant organisational performance in service industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sanjeev Kumar ◽  
Prikshat Verma ◽  
Parth Patel ◽  
J. Irudhaya Rajesh
Keyword(s):  
Customer Satisfaction ◽  
Service Sector ◽  
Service Industry ◽  
Management Control ◽  
Organisational Performance ◽  
Content Type ◽  
Four Dimensions ◽  
Perceived Impact ◽  
The Impact ◽  
Practical Implications

PurposeThis research examines Indian service managers' perceptions on impact of convergent technologies on their work and resultant organisational performance. The research uses four dimensions – task productivity, task innovation, customer satisfaction and management control – taken together, to investigate the perceived impact of convergent technologies adoption in service organisations context and further examines the resultant organisational performance, based on these dimensions.Design/methodology/approachThe study used partial least squares (PLS) approach to evaluate the measurement model and the structural model. The study was conducted in service industry firms that have made a significant progression towards adopting convergent technologies.FindingsThe results of the study demonstrated higher levels of perceived impact of adoption of convergent technologies on all the four dimensions (i.e. task productivity, task innovation, customer satisfaction and management control). The results of the study also indicate that all the impact dimensions positively influence organisational performance.Research limitations/implicationsThe results of the study suggest that all the impact dimensions positively influence organisation, therefore the service sector managers should be aware about the role of adopting latest convergent technologies so as to enhance the task productivity, innovation, customer satisfaction and management control in their job roles.Practical implicationsThe practical implications of this research are derived on the basis of Future of Work, Labour Market Information Systems, Productivity, Enterprise Development, Enhancing skills of service employees and Employability themes.Originality/valueTo researchers best knowledge is to first study of its kind to evaluate the perceived impact of convergent technologies on organisational performance in Indian context.

Customer loyalty: a review and future directions with a special focus on the hospitality industry

2015 ◽  
Vol 27 (3) ◽  
pp. 379-414 ◽  
Author(s):  
Jay Kandampully ◽  
Tingting (Christina) Zhang ◽  
Anil Bilgihan
Keyword(s):  
Employee Engagement ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Service Industry ◽  
Customer Engagement ◽  
Special Focus ◽  
Content Type ◽  
Emerging Issues ◽  
Brand Ambassadors ◽  
The Impact

Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty. Design/methodology/approach – By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research. Findings – Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers. Practical implications – Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees. Originality/value – This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.

Critical internal organization’s forces influencing sustainability of post ERP in UAE service industry

2019 ◽  
Vol 27 (3) ◽  
pp. 759-785 ◽  
Author(s):  
Mohamad Abu Ghazaleh ◽  
Salam Abdallah ◽  
Mehmood Khan
Keyword(s):  
Factor Analysis ◽  
User Satisfaction ◽  
Service Sector ◽  
Service Industry ◽  
Organizational Factors ◽  
Content Type ◽  
Stakeholder Perspectives ◽  
Internal Forces ◽  
Highly Correlated ◽  
System Sustainability

Purpose Despite the wide recognition of enterprise resource planning’s (ERP’s) multiple uses, little research has examined the internal forces that influence success after ERP implementation in the service industry. This study aims to identify the factors influencing post-implementation ERP capabilities (PERPC) and improving post-implementation sustainability and user satisfaction (PERPSUS). Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) are used for this, with advance managed outsourced solutions (AMOS) and an entanglement view of all firm ERP users. Design/methodology/approach A theoretical model is created to explain internal organizational factors impacting post-implementation ERP sustainability and user satisfaction. Data were collected from 152 executive ERP users in two organizations in the UAE. Two CFA models were created. Findings The results show that adoption by internal organizational forces leads to more sustainable post-implementation ERP. A 69 per cent variance in user satisfaction and post-implementation ERP sustainability was found through a PERPC model and its dimensions, which are significantly highly correlated. Research limitations/implications ERP professionals and stakeholders believe that identification of ERP capabilities (ERPCs) and user satisfaction must be multi-dimensional. Practical implications CIOs and ERP professionals could use these results to increase the success of ERP in the service industry, and they can support the inclusion of post-implementation ERP practices. Originality/value Using AMOS, this paper explores the role of ERPCs in system sustainability and user satisfaction in the service sector, utilizing stakeholder perspectives and an entanglement view of ERP users in the service industry.

Soft skills development in entry-level internal auditors: perspectives from practising internal auditors, students and facilitators in South Africa

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Johannes Cornelius Steyn
Keyword(s):  
South Africa ◽  
Soft Skills ◽  
Internal Audit ◽  
Skills Development ◽  
Content Type ◽  
Internal Auditors ◽  
Entry Level ◽  
Alternative Teaching ◽  
Interview Survey ◽  
Teaching Learning

Purposeliterature and research internationally indicate a lack of sufficient facilitation of soft skills development in entry-level internal auditors (internal audit graduates upon entering the workplace), although it is essential for entry-level internal auditors to be able to apply soft skills effectively. The purpose of this paper is to determine the extent to which these international views and findings on soft skills development are evident in South Africa according to practising internal auditors, students and facilitators. Comparisons are also drawn between the perceptions of practising internal auditors, students and facilitators.Design/methodology/approachPurposive sampling was used, and data were collected using a structured questionnaire and an interview survey with quantitative analysis.FindingsIn general, the results concur with the literature in terms of the lack of sufficient facilitation and the importance of soft skills development in entry-level internal auditors in South Africa for all three groups. Significant differences were also found between some of the perceptions of practising internal auditors, students and facilitators.Practical implicationsThis study benefits internal audit employers, students and facilitators because soft skills are an in-demand graduate attribute and the application of alternative teaching–learning activities to develop students' soft skills also promotes deep learning through student engagement.Originality/valueThe identification of the 21 soft skills categories from the literature, which should be developed in entry-level internal auditors, has not been researched before as well as the perspectives of students and facilitators in South Africa on soft skills development.

Sign in / Sign up

Export Citation Format

Share Document