THE MEDIATING ROLE OF EMPLOYEE SATISFACTION IN THE RELATIONSHIP BETWEEN HUMAN RESOURCE PRACTICES AND TOURIST SATISFACTION: EVIDENCE FROM LEBANON'S TOURISM SECTOR
The study aims to highlight the critical role of HR practice in shaping tourist experience and satisfaction, ultimately contributing to the success and reputation of tourism enterprises. Additionally, it aims to understand how eff ective HR management influences the overall experience and satisfac...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Editura Universităţii din Oradea
2024-11-01
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| Series: | Geo Journal of Tourism and Geosites |
| Subjects: | |
| Online Access: | https://gtg.webhost.uoradea.ro/PDF/GTG-4-2024/gtg.56424-1338.pdf |
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| Summary: | The study aims to highlight the critical role of HR practice in shaping tourist experience and satisfaction,
ultimately contributing to the success and reputation of tourism enterprises. Additionally, it aims to understand how eff ective
HR management influences the overall experience and satisfaction of tourists. Using a mixed-methods approach, data was
collected from 112 employees and tourists in Lebanese resorts. Structural Equation Modelling revealed significant
relationships between HRP and employee satisfaction and performance. Employee satisfaction strongly correlated with tourist
satisfaction, while employee performance showed a weaker correlation. Notably, tourists prioritized employee friendliness
over professional expertise. This study contributes to the literature by highlighting the importance of employee attitude in
shaping tourist experience in a developing country context. The findings have implications for HR strategies in the tourism
industry, emphasizing the need to focus on fostering positive employee attitudes alongside professional skills. |
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| ISSN: | 2065-0817 2065-1198 |