Linking HRM and HRD to Employee Performance: The Mediating Effects of Motivation and Empowerment
DOI:
https://doi.org/10.55927/fjsr.v5i5.35Keywords:
Frontline Staff, Human Resource Management, Employee PerformanceAbstract
The hospitality sector is a labor-intensive industry and thus requires the performance of employees to achieve the quality of service and customer satisfaction. applied to test employee’s motivation and empowerment as mediating variables using SmartPLS 4.0. Proportional sampling was done to gather data of 285 frontline employees in three- to five-star hotels. The results show that performance can be positively influenced by career development, and HRM factors have a strong impact on the performance via motivation and empowerment. Interestingly, role ambiguity also has a positive impact on performance when mediated by motivation indicating that controlled ambiguity can work to improve performance. These findings provide a combination of practical suggestions to hotel managers and add to the theoretical knowledge on HR practices in hospitality.
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