Factors Affecting Performance: Jordanian Hospitality Employees as a Case Study

  • Ahmad A. AL- MKHADMEH Yarmouk University, Jordan
  • Hakam S. SHATNAWI Yarmouk University, Jordan
  • Omar ALANANZEH Yarmouk University, Jordan
  • Ra’ed MASA’DEH The University of Jordan, Jordan

Abstract

Hospitality institutions such as hotels and restaurants realize the importance of the performance of the human capital in their success, development, and market position. Thus, this research is conducted to identify the factors impacting Jordan's hospitality employee performance. Therefore, Leadership, post COVID-19 practices, Organizational Culture, and Employee Reaction to Changes are the factors that have been measured to explore their impact on employee performance. An online questionnaire was utilized and distributed to the study sample. The random sample technique was used, and 219 responses were obtained. The findings revealed that the aforementioned factors were shown to have a significant effect on the performance of employees. The findings also reveal that the new safety practices have had a significant impact on Jordanian employees' performance.

References

[1] Abbas, W. and Asghar, I. 2010. The role of Leadership in organizational change: Relating the successful organizational change to visionary and innovative leadership. Master’s thesis in Industrial Engineering and Management, University of Gävle, Faculty of Engineering and Sustainable Development, Department of Industrial Development, IT and Land Management.
[2] Adler. J.N. 2001. International Dimensions of Organizational Behavior, (2nd edition), Wadsworth Publishing Co,Belmont, CA.
[3] Ahmad, T. 2020. Corona Virus (Covid-19) Pandemic and Work from Home: Challenges of Cybercrimes and Cybersecurity. SSRN Electronic Journal. DOI: http://dx.doi.org/10.2139/ssrn.3568830
[4] Al Fahmawee, E., and Jawabreh, O. 2022. A Study Architectural and Intangible Environment Affecting Occupancy Rate of Five Stars Business Hotel in Amman. Journal of Environmental Management and Tourism, 13(2): 530-545. DOI:10.14505/jemt.v13.2(58).22
[5] Alananzeh, O.A., Jawabreh, O., Al Mahmoud, A., and Hamada, R. 2018. The impact of customer relationship management on tourist satisfaction: The case of radisson blue resort in Aqaba city. Journal of Environmental Management and Tourism, 9(2): 227-240. DOI:10.14505/jemt.v9.2(26).02
[6] Al-Dmour, H., Salman, A., Abuhashesh, M., and Al-Dmour, R. 2020. Influence of Social Media Platforms on Public Health Protection Against the COVID-19 Pandemic via the Mediating Effects of Public Health Awareness and Behavioral Changes: Integrated Model. Journal of Medical Internet Research, 22(8). DOI:10.2196/19996
[7] Al-Dmour, R.H., Masa'deh, R., and Obeidat, B.Y. 2017. Factors influencing the adoption and implementation of HRIS applications: Are they similar? International Journal of Business Innovation and Research, 14(2): 139-167. DOI: 10.1504/IJBIR.2017.086276
[8] Alromaihi, M.A., and Alshomaly, Z.A. 2017. Job satisfaction and employee performance: A theoretical review of the relationship between the two variables. International Journal of Advanced Research in Management and Social Sciences, 6 (1): 1020.
[9] Alrowwad, A., Abualoush, S.H., and Masa'deh, R. 2020. Innovation and intellectual capital as intermediary variables among transformational leadership, transactional leadership, and organizational performance. Journal of Management Development, 39(2), 196-222. DOI: 10.1108/JMD-02-2019-0062
[10] Aqqad, N., Obeidat, B., and Tarhini, A. 2019. The relationship among emotional intelligence, conflict management styles, and job performance in Jordanian banks. International Journal of Human Resources Development and Management, 19(3): 225-265. DOI: 10.1504/IJHRDM.2019.100636
[11] Armstrong, M., and Taylor, S. 2014. Armstrong’s handbook of human resource management practice (13 ed.). London: Michael Armstrong.
[12] Awadh, A.M., & Saad, A.M. 2013. Impact of Organizational Culture on Employee Performance. International Review of Management and Business Research, 2 (1): 168-175
[13] Baca, N., Claudia. 2005. Project Managers Spotlight on Change Management. Alameda: Sybex.
[14] Bass, B. 2000. Bass & Stogdill's Handbook of Leadership (3rd Ed). New York.
[15] Beaunoyer, E., Dupéré S., and Guitton, M.J. 2020.COVID-19 and digital inequalities: reciprocal impacts and mitigation strategies. Comput Human Behav, 111. DOI: 10.1016/j.chb.2020.106424
[16] Bello, S. M. 2012. Impact of Ethical Leadership on Employee Job Performance. International Journal of Business and Social Science, 3 (11): 228-236.
[17] Campbell, J., and Wiernik, B. 2015. The Modeling and Assessment of Work Performance. The Annual Review of Organizational Psychology and Organizational Behavior, 2: 47 - 74.
[18] Carnevale, J.B., and Hatak, I. 2020. Employee adjustment and well-being in the era of COVID-19: Implications for human resource management. Journal of Business Research, 116 (5): 183-187. DOI:10.1016/j.jbusres.2020.05.037
[19] Davies, W. 2020. The last global crisis didn’t change the world. But this one could. The Guardian. Available at: https://www.theguardian.com/commentisfree/2020/
[20] Deeb, A., Alananzeh, O.A., Tarhini, A., and Masa'deh, R. 2020. Factors affecting job performance: The case of Jordanian hotels' kitchen staff. International Journal of Public Sector Performance Management, 6(3): 340-360. DOI: 10.1504/ijpspm.2020.107766
[21] Denison, D.R. 2000. Corporate Culture and Organizational Effectiveness. New York: Wiley.
[22] Dick, R., Ciampa, V., and Liang, S. 2017. Shared Identity in Organizational Stress and Change. Current Opinion in Psychology. 23: 20- 25. DOI: 10.1016/j.copsyc.2017.11.005.
[23] Funmilola, O., Sola, K., and Olusola, A. 2013. Impact Of Job Satisfaction DimensionsOn Job Performance In A Small And Medium Enterprise In Ibadan, South-Western, Nigeria. Interdisciplinary Journal of Contemporary Research in Business, 4(11): 509- 521.
[24] Hair. J.F. 2017. A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage. ISBN-13: 9781483377445
[25] Hamid, M., et al. 2020. Impact of Coronavirus (COVID-19) and Employees’ Reaction to Changes on Employee Performance of Bangladesh. The International Journal of Business & Management, 8: 34-43. DOI:10.24940/theijbm/2020/v8/i8/BM2008-013
[26] Hasanat, M. et al. 2020. The Impact of Corona virus (Covid-19) on E-Business in Malaysia. Asian Journal of Multidisciplinary Studies, 3 (1).
[27] Hermina, U., and Yosepha, S. 2019. The Model of Employee Performance. International Review of Management and Marketing, 9: 69-73. DOI: 10.32479/irmm.8025
[28] Hunaiti, Z., Mansour, M., and Al-Nawafleh, A. 2009. Electronic commerce adoption barriers in small and medium-sized enterprises (SMEs) in developing countries: The case of Libya. Paper presented at the Innovation and Knowledge Management in Twin Track Economies Challenges and Solutions - Proceedings of the 11th International Business Information Management Association Conference, IBIMA 2009, 1-3, 1375-1383.
[29] Hurduzeu, R. 2015. The impact of leadership on organizational performance. SEA - Practical Application of Science, 3(1): 289-294.
[30] İnce, F. 2020. The Effects of COVID -19 Pandemıc on the Workforce in Turkey. International Social Mentality and Researcher Thinkers Journal, 6(32): 1125-1134.
[31] Jahmani, A., Bourini, I., and Jawabreh, O. A. 2020. The relationship between service quality, client satisfaction, perceived value and client loyalty: a case study of Fly Emirates. Cuadernos De Turismo, (45): 219-238. DOI: http://dx.doi.org/10.6018/turismo.45.426101
[32] Jawabreh, O. 2020. Innovation management in hotels industry in aqaba special economic zone authority; hotel classification and administration as a moderator. GeoJournal of Tourism and Geosites, 32(4): 1300–1310. DOI: https://doi.org/10.30892/gtg.32401-5xx
[33] Jawabreh, O., et al. 2022. The Strategic Deployment of Information Systems Attributes and Financial Performance in the Hospitality Industry. Information Sciences Letters, 11(4): 1077-1085. DOI:http://dx.doi.org/10.18576/isl/110408
[34] Kannu, J. S., Evangeline, J.V., and KarthickK. 2020. Impact of Covid19: Knowledge, Attitude and Practice (KAP) in Food Industry, India. International Journal of Trend in Scientific Research and Development (ijtsrd), 4 (4). Available at: https://www.ijtsrd.com/papers/ijtsrd31649.pdf
[35] Lee, S. M., and Lee, D. 2020. A new customer service strategy in the digital age. Service Business, 14(1): 1–22. DOI: https://doi.org/10.1007/s11628-019-00408-2
[36] Madani, A., Boutebal, S.E., Benhamida, H., and Bryant, C.R. 2020. The Impact of Covid-19 Outbreak on the Tourism Needs of the Algerian Population. Sustainability. 12(21), 8856. DOI:https://doi.org/10.3390/su12218856
[37] Mangundjaya, W., Utoyo, D., and Wulandari, P. 2015. The Role of Leadership and Employee's Condition on Reaction to Organizational Change. Procedia - Social and Behavioral Sciences, 172: 471-478. DOI:10.1016/j.sbspro.2015.01.385
[38] Masa’deh, R., et al. 2017. The impact of employee’s perception of implementing green supply chain management on hotel’s economic and operational performance. Journal of Hospitality and Tourism Technology, 8(3): 395-416. DOI: 10.1108/JHTT-02-2017-0011
[39] Masa’deh, R., Alananzeh, O., Tarhini, A., and Algudah, O. 2018. The effect of promotional mix on hotel performance during the political crisis in the Middle East. Journal of Hospitality and Tourism Technology, 9(1): 32-47. DOI: 10.1108/JHTT-02-2017-0010
[40] Masa'deh, R., et al. 2019a The association among employees' communication skills, image formation and tourist behaviour: Perceptions of hospitality management students in Jordan. International Journal of Culture, Tourism, and Hospitality Research, 13(3): 257-272. DOI: 10.1108/IJCTHR-02-2018-0028
[41] Masadeh, R., Almajali, D.A., Alrowwad, A., and Obeidat, B. 2019b. The role of knowledge management infrastructure in enhancing job satisfaction: A developing country perspective. Interdisciplinary Journal of Information, Knowledge, and Management, 14: 1-25. DOI:10.28945/4169
[42] Obeidat, B.Y., Al-Hadidi, A., Tarhini, A., and Masa’deh, R. 2017. Factors affecting strategy implementation: A case study of pharmaceutical companies in the Middle East. Review of International Business and Strategy, 27(3): 386-408. DOI:10.1108/RIBS-10-2016-0065
[43] Obeidat, Z.M., Alshurideh, M.T., Al Dweeri, R., and Masa'deh, R. 2019. The influence of online revenge acts on consumers psychological and emotional states: Does revenge taste sweet? Paper presented at the Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020, 4797-4815.
[44] Paschal, A., and Nizam, I. 2016. Effects of Organisational Culture on Employees Performance: Case of Singapore Telecommunication. International Journal of Accounting and Business Management, 4(1): 19-26. DOI: 10.24924/ijabm/2016.04/v4.iss1/19.26
[45] Pradhan, R., and Jena, L. 2016. Employee Performance at Workplace: Conceptual Model and Empirical Validation. Business Perspectives and Research, 5: 1-17. DOI: 10.1177/2278533716671630
[46] Riyanto, S., Endri, E., and Herlisha, N. 2021. Effect of work motivation and job satisfaction on employee performance: Mediating role of employee engagement. Problems and Perspectives in Management. 19: 162-174. DOI: 10.21511/ppm.19(3).2021.14
[47] Saleh, M. M. A., and Jawabreh, O. A. A. 2020. Role of Environmental Awareness In The Application Of Environmental Accounting Disclosure In Tourism And Hotel Companies And Its Impact On Investor’S Decisions In Amman Stock Exchange. International Journal of Energy Economics and Policy, 10(2): 417–426. DOI: 10.32479/ijeep.8608
[48] Sanders, K., et al. 2020. Unraveling the What and How of Organizational Communication to Employees During COVID-19 Pandemic: Adopting an Attributional Lens. The Journal of Applied Behavioral Science. 56(3). DOI: https://doi.org/10.1177/0021886320937026
[49] Sekaran, U., and Bougie, R. 2013. Research Methods for Business: A Skill-Building Approach, 6th Edition, Wiley, New York, USA.
[50] Shannak, R.O., Obeidat, B.Y., and Almajali, D.A. 2010. Information technology investments: A literature review. Paper presented at the Business Transformation through Innovation and Knowledge Management: An Academic Perspective - Proceedings of the 14th International Business Information Management Association Conference, IBIMA 2010, 2: 1356-1368.
[51] Sila, A. K. 2014. Relationship between training and performance: a case study of kenya women finance trust eastern nyanza region, kenya. European Journal of Business and Social Sciences, 3(1): 95-117.
[52] Tarhini, A., Mgbemena, C., and Trab, M.S.A. 2015. User adoption of online banking in Nigeria: A qualitative study. Journal of Internet Banking and Commerce, 20(3): 1-8. DOI:10.4172/1204-5357.1000132
[53] Ungureanu, L., 2011. Dynamical Systems in Managerial Decision Making. Journal of Advanced Research in Management, vol. 1(3): 20-27. Available at: http://www.asers.eu/journals/jarm/jarm-issues.html
[54] Wambugu, L. W. 2014. Effects of Organizational Culture on Employee Performance: A Case Study of Wartsila - Kipevu Ii Power Plant). European Journal of Business and Management, 6(32): 80-93.
[55] Wang, C., Cheng, Z., Yue, X., and McAleer, M. 2020. Risk Management of COVID-19 by Universities in China. Journal of Risk and Financial Management, 13. 36. DOI: 10.3390/jrfm13020036
[56] Wolor, C., Dalimunthe, S., Febrilia, I., and Martono, S. 2020. How to Manage Stress Experienced by Employees When Working from Home Due to the COVID -19 Virus Outbreak. Journal of Advanced Science, 29: 8359-8364.
[57] Wong, E., et al. 2020. Workplace safety and coronavirus disease (COVID-19) pandemic: survey of employees. Bull World Health Organ. E-pub: 20 March 2020. DOI: http://dx.doi.org/10.2471/BLT.20.255893
[58] Young, and Chang. 2020. The effect of coronavirus disease -19 (COVID-19 ) risk perception on behavioural intention towards ‘untact’ tourism in South Korea during the first wave of the pandemic (March 2020). Current Issues In Tourism. DOI: https://doi.org/10.1080/13683500.2020.1798895.1(1) 
Published
2022-09-30
How to Cite
AL- MKHADMEH, Ahmad A. et al. Factors Affecting Performance: Jordanian Hospitality Employees as a Case Study. Journal of Environmental Management and Tourism, [S.l.], v. 13, n. 6, p. 1759-1769, sep. 2022. ISSN 2068-7729. Available at: <https://journals.aserspublishing.eu/jemt/article/view/7287>. Date accessed: 05 dec. 2022.