Emotional Labour and Employee Performance Appraisal: The Missing Link in Some Hotels in South East Nigeria

The main objective of this study was to determine if emotional labour has become a criterion in performance appraisal, job description, selection, and training schemes in the hotel industry in Nigeria. Our main assumption was that majority of hotel organizations have not built emotional labour into their human resources management schemes. Data were gathered by the use of structured questionnaires designed in Likert format, and interviews. The focus group was managers of the selected hotels. Analyses revealed that majority of the hotels have not built emotional labour into their human resources schemes particularly in the 1, 2, and 3-star hotels. It was observed that service employees of 1, 2, and 3-star hotels have not been adequately trained to perform emotional labour, a critical factor in quality service delivery. Managers of 1, 2, and 3-star hotels have not given serious thought to emotional labour as a critical factor in quality service delivery. The study revealed that suitability of an individuals characteristics is not being considered as a criterion for selection and performance appraisal for service employees. The implication of this is that, person-job-fit is not seriously considered. It was observed that there has been a disconnect between required emotional competency, its recognition, evaluation and training. Based on the findings of this study, it is concluded that selection, training, job description and performance appraisal instruments in use in hotels in Nigeria are inadequate. Human resource implications of the findings in this study are presented. It is recommended that hotel organizations should re-design and plan the emotional content and context of their human resources practices to reflect the emotional demands of frontline jobs in the hotel industry and the crucial role emotional labor plays during service encounters.

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Adaptation of the balanced scorecard model to measure performance of the departments at Dr Zainoel Abidin Regional General Hospital, Banda Aceh

Journal of Modelling in Management ◽

10.1108/jm2-09-2018-0149 ◽

2020 ◽

Vol 15 (2) ◽

pp. 365-379

Author(s):

Ashiva Martunis ◽

Ritha Dalimunthe ◽

Khaira Amalia ◽

Juanita Juanita ◽

Hendra Syahputra ◽

...

Keyword(s):

Performance Appraisal ◽

General Hospital ◽

Balanced Scorecard ◽

Financial Management ◽

Content Type ◽

The Balanced Scorecard ◽

Business Plans ◽

And Performance ◽

And Training ◽

Banda Aceh

Purpose This paper aims to determine the performance of the departments at Dr Zainoel Abidin Regional General Hospital, Banda Aceh, Indonesia, in 2016, based on the targets and realization of their work programs using balanced scorecard. Design/methodology/approach This study adopted qualitative and quantitative approaches. Findings The overall results of the performance appraisal using the balanced scorecard approach seen from the financial, internal business, customer and training and learning perspectives are good. Dr Zainoel Abidin Regional General Hospital has provided good services, and performance of its departments have generated the expected outcome, realized by the Hospital. Originality/value The novelty of the present study lies in its research model, where human resources (transformational leadership, organizational commitment and resource uniqueness) and financial management (business plans, budget and performance).

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The Relationship between Training and Employee Performance: The Case of Mutare City Council, Zimbabwe

International Journal of Human Resource Studies ◽

10.5296/ijhrs.v4i4.6620 ◽

2014 ◽

Vol 4 (4) ◽

pp. 61 ◽

Cited By ~ 2

Author(s):

Wehnam Peter Dabale ◽

Nelson Jagero ◽

Mentline Nyauchi

Keyword(s):

Human Resources ◽

Business Strategy ◽

Employee Performance ◽

Human Resources Management ◽

Sampling Technique ◽

City Council ◽

And Performance ◽

Degree Of Association ◽

The Relationship ◽

And Training

The Success of failure of an organization depends on the quality of its human resources and training being an integral part of the strategy to integrate human resources management with an organizations business strategy, coming at the age where employees are beginning to realize that employers have the potential to be much more dynamic and beneficial to the organization. Hence, this study was aimed to determine the relationship between training and employee performance in Mutare City Council, Zimbabwe. Correlational research design was used in this study, with an attempt describe and measure the degree of association between performance and training. A total of one hundred and thirty two (132) respondents (91 males and 41 females) were selected from the employees (population), purposive sampling technique and structured questionnaire were used in data collection. Data was analyzed using quantitative techniques, including inferential statistics. It was established that there was strong positive relationship between training and performance of employees. It was recommended that all stakeholders, be involved in one way or the other in training to enhance employee knowledge, skills, ability, competencies and behaviour.

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HUBUNGAN KWALITAS SUMBER DAYA MANUSIA DAN SISTEM INFORMASI TERHADAP PENINGKATAN KINERJA MELALUI PELATIHAN DAN MOTIVASI KERJA PEGAWAI DI LINGKUNGAN PEMERINTAH KOTA BATU

Jurnal Ilmu Manajemen (JIMMU) ◽

10.33474/manajemen.v4i1.2637 ◽

2020 ◽

Vol 4 (1) ◽

pp. 72

Author(s):

Luqman Almalani

Keyword(s):

Information System ◽

Human Resources ◽

Performance Improvement ◽

Work Motivation ◽

Employee Performance ◽

City Government ◽

City Environment ◽

And Performance ◽

And Training

Tujuan penelitian ini adalah: untuk menganalisis pengaruh Kwalitas Sumber Daya Manusia dan sistem informasi terhadap peningkatan kinerja melalui pelatihan dan motivasi kerja pegawai di lingkungan pemerintah Kota Batu. Sampel yang digunakan dalam penelitian ini adalah Pegawai di Lingkungan Balaikota Among Kota Batu yang berjumlah 2500 orang dengan metode penyebaran kuisioner. Hasil penelitian ini menunjukkan bahwa 1) Apakah ada hubungan antara kwalitas Sumber Daya Manusia dengan Pelatihan. 2)Apakah ada hubungan antara Pelatihan yang diadakan di Kota Batu dengan motivasi kerja Pegawai di Lingkungan Balaikota Among Tani Kota Batu 3).Apakah ada hubungan antara Motivasi kerja dengan peningkatkan Kinerja 4).Apakah ada hubungan antara Kwalitas Sumber Daya Manusia dengan peningkatan Kinerja di Pemerintahan. 5).Apakah ada hubungan Sistem Informasi yang dikembangkan di Pemerintah Kota Batu dengan peningkatkan Kinerja Pegawai dan 6).Apakah ada hubungan Sistem Informasi dengan Pelatihan.Kata Kunci: Kwalitas SDM, Sistem Informasi,Peningkatan Kinerja,Pealatihan,dan Motivasi kerja The purpose of this study is to analyze the effect of Quality of Human Resources and information systems on performance improvement through training and motivation of employee work within Batu City government. The sample used in this study were employees in Balai Kota Among Tani Batu City which numbered 2500 people with the method of distributing questionnaires. The results of this study explore about 1) Relationship between the quality of Human Resources and Training 2) Relationship between the Training held with the Employees work motivation in the Balai Kota Among Tani Batu City Environment. 3). Relationship between work motivation and Performance Improvement. 4). Relationship between the Quality of Human Resources and Performance improvement in Government. 5). Connection to the Information System developed in Batu City Government by increasing Employee Performance and 6). Connection between Information System with Training.Keywords: HR Quality, Information System, Performance Improvement, Training, and Work Motivation

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Analisis Motivasi, Kompensasi, Komunikasi, Kepemimpinan Dan Pelatihan Terhadap Kepuasan Kerja Dan Kinerja Pada Dinas Pemberdayaan Masyarakat Dan Desa Kabupaten Balangan Kalimantan Selatan

KINDAI ◽

10.35972/kindai.v16i2.394 ◽

2020 ◽

Vol 16 (2) ◽

pp. 276-301

Author(s):

Riny Rahayulita

Keyword(s):

Job Satisfaction ◽

Hypothesis Testing ◽

Performance Improvement ◽

Hypothesis Test ◽

Test Results ◽

Service Employees ◽

And Performance ◽

Intermediate Variables ◽

Processing Techniques ◽

And Training

Abstral : Riny Rahayulita, Npm.1811.32202.4716, Analisis Motivasi, Kompensasi, Komunikasi, Kepemimpinan Dan Pelatihan Terhadap Kepuasan Kerja Dan Kinerja Pada Dinas Pemberdayaan Masyarakat Dan Desa Kabupaten Balangan Kalimantan Selatan, Dibawah Bimbingan Rosadiro Cahyono Dan Yudi Rahman, 2020. Tujuan yang hendak dicapai dalam penelitian ini adalah untuk mengetahui dan menganalisis pengaruh motivasi terhadap kepuasan kerja, mengetahui dan menganalisis kompensasi berpengaruh terhadap kepuasan kerja, mengetahui dan menganalisis komunikasi terhadap kepuasan kerja, mengetahui dan menganalisis kepemimpinan terhadap kepuasan kerja, untuk mengetahui dan menganalisis pengaruh pelatihan terhadap kepuasan kerja, untuk mengetahui dan menganalisis pengaruh motivasi terhadap kinerja, untuk mengetahui dan menganalisis pengaruh kompensasi terhadap kinerja, untuk mengetahui dan menganalisis pengaruh komunikasi terhadap kinerja, untuk mengetahui dan menganalisis pengaruh kepemimpinan terhadap kinerja, untuk mengetahui dan menganalisis pengaruh pelatihan terhadap kinerja dan untuk mengetahui dan menganalisis pengaruh kepuasan kerja terhadap kinerja pada Dinas Pemberdayaan Masyarakat dan Desa Kabupaten Balangan Kalimantan Selatan. Populasi dan sampel dari penelitian ini adalah pegawai yang berjumlah 47 orang. Teknik pengolahan data menggunakan kuantitatif dengan program SPSS. Hasil penelitian uji hipotesis variabel motivasi berpengaruh signifikan terhadap kepuasan kerja, pengujian kompensasi berpengaruh signifikan terhadap kepuasan kerja, uji hipotesis variabel komunikasi berpengaruh signifikan terhadap kepuasan kerja, uji hipotesis variabel kepemimpinan berpengaruh signifikan terhadap kepuasan kerja, hipotesis variabel pelatihan berpengaruh signifikan terhadap kepuasan kerja, pengujian hipotesis variabel motivasi berpengaruh signifikn terhadap peningkatan kinerja, uji hipotesis variabel kompensasi berpengaruh signifikan terhadap peningkatan kinerja, uji hipotesis variabel komunikasi berpengaruh signifikan terhadap peningkatan kinerja, uji hipotesis variabel kepemimpinan berpengaruh signifikan terhadap peningkatan kinerja, hasil uji hipotesis pelatihan berpengaruh terhadap kinerja dan hasil pengujian hipotesis kesebelas variabel perantara dengan variabel terikat, variabel kepuasan kerja berpengaruh signifikan terhadap peningkatan kinerja. Kata Kunci :Motivasi, Kompensasi, Komunikasi, Kepemimpinan, Pelatihan Kepuasan Kerja Dan Kinerja Abstract : Riny Rahayulita, Npm. 1811.32202.4716, Analysis Of Motivation, Compensation, Communication, Leadership And Training On The Satisfaction Of Work And Performance In The Development Of The Community And Village Empowerment Department In Balangan Regency South Kalimantan, Under The Guidance Of Rosadiro Cahyono Dan Yudi Rahman, 2020. The objectives to be achieved in this research are to find out and analyze the effect of motivation on job satisfaction, to know and analyze the effect of compensation on work satisfaction, to know and analyze the effect of communication on job satisfaction, to find out and analyze the effect of leadership on job satisfaction, to know and analyze the effect of training on job satisfaction, to know and analyze the effect of motivation on performance, to know and analyze the effect of compensation on performance, to know and analyze the effect of communication on performance, to know and analyze the influence of leadership on performance, to know and analyze the influence training on performance and to find out and analyze the effect of job satisfaction on performance. The population and sample of this study were 47 Community and Village Empowerment Service employees. Data processing techniques using quantitative with path analysis SPSS.The results of the hypothesis testing motivation variable have a significant effect on job satisfaction, compensation testing has a significant effect on job satisfaction, the hypothesis test on communication variables has a significant effect on job satisfaction, the hypothesis test on leadership variables has a significant effect on job satisfaction, the hypothesis on training variables has a significant effect on job satisfaction, testing Hypothesis Motivation variable significantly influences performance improvement, Hypothesis test variable compensation has significant effect on performance improvement, Hypothesis test communication variable has a significant effect on performance improvement, Hypothesis test leadership variables significantly influences performance improvement, Hypothesis test results Training variables significantly influence Performance improvement and the eleventh hypothesis testing results between intermediate variables with the dependent variable is known that job satisfaction variables have a significant effect fiction on performance improvement Keywords: Motivation, Compensation, Communication, Leadership, Training Job Satisfaction and Performance

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Human resources management and performance in the hotel industry

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-08-2014-0386 ◽

2016 ◽

Vol 28 (3) ◽

pp. 490-515 ◽

Cited By ~ 16

Author(s):

Carmen Domínguez-Falcón ◽

Josefa D. Martín-Santana ◽

Petra De Saá-Pérez

Keyword(s):

Human Resources ◽

Human Resources Management ◽

Hotel Industry ◽

Organisational Performance ◽

Content Type ◽

Resources Management ◽

Hr Practices ◽

Hr Management ◽

And Performance ◽

Practical Implications

Purpose The purpose of this study is to analyse the effects of high-commitment human resources (HR) practices on organisational performance through the commitment and satisfaction of both managers and supervisors. Design/methodology/approach An empirical study was carried out, based on the perceptions of 68 managers and 296 supervisors at four- and five-star hotels in Gran Canaria (Canary Islands, Spain). Findings The results obtained reveal that: high-commitment HR practices have a positive and significant effect on the commitment and satisfaction of both groups; managers’ commitment and satisfaction do not lead to improved organisational performance; however, supervisors’ commitment and satisfaction do lead to better economic results because of an improvement in customer results. Practical implications This research revealed that it is important for hotel companies to adopt high-commitment HR practices because these practices contribute to managers’ and supervisors’ affective connection to the company, leading them to feel positively satisfied with their jobs. In addition, hotels should focus on supervisors because they feel more customer-oriented and tend to stay longer in the company, which probably leads them to better meet the needs of customers, allowing hotels to obtain better economic results. Originality/value This study contributes to HR management in the hotel industry by obtaining the views of two key informants – managers and supervisors – about the implementation of HR practices and their own levels of commitment and satisfaction.

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PERANCANGAN SISTEM PENGUKURAN KINERJA PT. CENTRAL PROTEINA PRIMA Tbk MELALUI PENDEKATAN HUMAN RESOURCES SCORECARD

SEPA Jurnal Sosial Ekonomi Pertanian dan Agribisnis ◽

10.20961/sepa.v12i2.14218 ◽

2016 ◽

Vol 12 (2) ◽

pp. 156

Author(s):

Erza Ardenta Wicaksana ◽

Darsono Darsono ◽

Joko Sutrisno

Keyword(s):

Human Resources ◽

Performance Measurement ◽

Performance Appraisal ◽

Measurement System ◽

Performance Measurement System ◽

Central Protein ◽

Measurement Results ◽

And Performance ◽

Hierarchy Process

PT. Central protein Prima, Tbk. still do not have a performance measurement system that supports the role of the human resources of the company's strategy. Human Resources Scorecard is a system for measuring human resource linking people, strategy and performance to produce a superior company. Human Resources Scorecard outlines the vision, mission, strategies into action Human Resources measurable contribution. PT. Central protein Prima, Tbk. requires a measurement of performance of human resources. The concept used is the company's Human Resources Scorecard in order to improve and enhance the performance of human resources in order to achieve the vision and mission of the company. The purpose of this study was to determine the performance measurement system design, implementation and comparison of results of design performance measurement results in 2013 and 2014 according to the Human Resources Scorecard at PT. Central protein Prima, Tbk. This research method using Analytical Hierarchy Process (AHP) to determine the weight and Likert scale to determine the score of the assessment of performance measurement. The results of the measurement of the performance appraisal of human resources at PT. Central protein Prima Tbk. In 2013 obtained a score of 94.6 percent means the performance has yet to reach the target with yellow and votes in 2014 obtained a score of 101.4 percent means the performance has reached the target with green ratings.

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Analisis Penilaian Kinerja Pegawai Pada Bagian Kepegawaian dan Umum Direktorat Jenderal P2P Kementerian Kesehatan

Widya Cipta - Jurnal Sekretari dan Manajemen ◽

10.31294/widyacipta.v3i1.5203 ◽

2019 ◽

Vol 3 (1) ◽

pp. 61-70

Author(s):

Chusminah Chusminah ◽

R Ati Haryati

Keyword(s):

Human Resources ◽

Performance Assessment ◽

Performance Appraisal ◽

Rating Scale ◽

Human Resources Management ◽

Work Behavior ◽

Accurate Information ◽

Average Value ◽

Final Project ◽

And Performance

Managing human resources is one of the important elements in any company organization or institute activities. On scope of human resources management there are various human resources activities were an act of taken to provide and maintaining performance adequate for the organization. Through performance assessment be used as a stage of work evaluation that can enhance the quality of employees and produces accurate information behavior and performance of members of the organization. This final project is a qualitative descriptive study with method of observation, interviews, and method of documentation. Implementation of performance assessment at Human Resources and General Affair conducted at the end of the year with calculate the element of SKP and work behavior as well as two additional elements, additional duties and creativity. Based on the result of research concerning the performance assessment results period of January-December 2017, for the highest SKP performance assessment is 96 and the lowest is 83 and the highest assessment of work behavior 90 and the lowest 76, the highest average value is 89.84. The method used in performance assessment is rating scale. Keywords: Performance Appraisal

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EFFECT OF IMPLEMENTATION OF HUMAN RESOURCES PRACTICES TO EMPLOYEES PERFORMANCE OF LOGISTIC COMPANIES IN BATAM

Journal of Global Business and Management Review ◽

10.37253/jgbmr.v2i1.827 ◽

2020 ◽

Vol 2 (1) ◽

pp. 49

Author(s):

Yuswardi Yuswardi

Keyword(s):

Human Resources ◽

Performance Appraisal ◽

Employee Performance ◽

Positive Contribution ◽

And Performance ◽

Recruitment And Selection ◽

Structured Questionnaire

The aims of this paper is to explore the effect of recruitment and selection, compensation, training and performance appraisal on employee performance for employees in the context of logistics companies in Batam. In this study, at the first phase, a structured questionnaire was developed by using Likert 5 scale and applied on 300 respondents, who are currently working at different positions of logistics companies in Batam. The study revealed that all the factors significantly create impact on the employees’ performance. This study can significantly contribute to the recruiters of human resources of different logistics companies, as it clearly demonstrates how positive contribution can be derived from the employees using appropriate strategies.

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Tehetségmenedzsmenttel a versenyképességünk szolgálatában

Opus et Educatio ◽

10.3311/ope.365 ◽

2020 ◽

Vol 7 (1) ◽

Author(s):

Attila Zöldréti

Keyword(s):

Human Resources ◽

Financial Support ◽

Talent Management ◽

Business Sector ◽

Talented People ◽

Catch Up ◽

Innovative Economy ◽

And Performance ◽

And Training ◽

The Eu

Magyarország évek óta magasabb GDP növekedést ér el, mint az EU28 átlaga és 2019-re az előrejelzések alapján már az EU legdinamikusabban fejlődő országává vált. Ez a növekedési többlet a fokozatos gazdasági felzárkózásunk garanciája. A tanulmány rangos nemzetközi források felhasználásával rámutat arra, hogy ma a versenyszférában szabályos harc folyik a tehetségekért, mert a humán erőforrás, különösen a magas humán potenciával rendelkező tehetségek motiváltsága és teljesítménye közvetlenül hat a vállalatok és azon keresztül az ország versenyképességére. 53 hazai vállalkozásra kiterjedő 18 témakört érintő, a jelenlegi helyzet gyakorlat oldaláról történő feltérképezése érdekében elvégzett kérdőíves felmérés eredményei azt mutatják, hogy a hazai KKV szektor a közvetlen szakmai tanácsadás és képzés típusú támogatást előrébb rangsorolja ezen a területen a pénzügyi támogatásnál. A szerző kiemeli, hogy a növekedési többlet fenntartása és a teljes versenyképességi fordulat elérése érdekében hazánkban is el kell érni, hogy a tehetségmenedzsment segítségével elérhető teljesítménytöbblet eredményeként erősödjön a KKV szektor versenyképessége és innovatív ereje, hozzájárulva ezzel az innovatív gazdaság fejlődéséhez. For the recent years, Hungary had been achieving higher growth in the GDP than the average of the EU28, and according to some predictions, by 2019 it became the most dynamically developing country of the EU. This excess growth is the warrantee of our gradual economic catch-up. By using acknowledged international sources, the study presents the fact that real fight is going on for the talented people in the business sector because human resources, especially the motivation and performance of the talented ones with high human potentials, have a direct impact on the competitiveness of the companies and through them, of the country. The results of the query survey that involved 53 domestic enterprises and 18 topics and was made to map the practical aspects of the current situation show that the SME sector ranks direct professional consultation and training-like support higher than financial support. The author emphasizes the fact that in order to maintain the excess growth and the achieve the total competitiveness turn, the competitiveness and the innovative power of the domestic SME sector must be strengthened by the excess performance achievable by talent management, contributing by this to the development of the innovative economy.

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PENERAPAN SISTEM MERIT DALAM BIROKRASI INDONESIA UNTUK MEWUJUDKAN GOOD GOVERNANCE

Transparansi Jurnal Ilmiah Ilmu Administrasi ◽

10.31334/transparansi.v3i2.900 ◽

2020 ◽

Vol 3 (2) ◽

pp. 139-148

Author(s):

Eviva Nur Khobiburrohma ◽

Priska Septiana Margareta ◽

MS. Habbie Hasbullah

Keyword(s):

Human Resources ◽

Good Governance ◽

Developed Countries ◽

Legal Basis ◽

The Government ◽

And Performance ◽

Merit System ◽

And Training ◽

Developing And Developed Countries

In the current era, countries are required to contribute in order to compete with developing and developed countries. The government provides the legal basis governing the State Civil Apparatus, namely Law No. 5 of 2014. The regulation discusses its relation to the merit system based on qualifications, competencies, and performance. With this regulation, planning in developing human resources is needed in order to improve the quality of personnel themselves. The development of good apparatus resources will benefit an organization. One way can be done by providing education and training for apparatuses to improve their competence and quality. The discussion contained in the regulation of Law No. 5 of 2014 explains the management of human resources in accordance with the regulations.

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