| dc.description.abstract | The development of service and hotel industry are both the potential opportunities and challenges
of Vietnam. The number of accommodation services raises year after year by this reason.
Moreover, this increases create the difficulties in remaining the service quality and service
consistency delivery. Therefore, these services must be taken care by service organization
carefully.
As we know, human is the most powerful factor and element in service process system. The service
delivery is not only defined by the results of services but also defined by the process of them. So,
it is understandable that employee and their emotion is the core of any management tools. Staff
training is a management tools that is not excluded in this situation. Managers should have a laser
focus on the staff training concepts that directly relate to the employee and their emotion. This
interaction also may be affect the process of service like service quality or service consistency
delivery.
This study was conducted to identify the impacts of staff training and emotional labor on service
delivery. Quantitative approach was the major method used and a self-administered questionnaire
survey was conducted with sample size of 243 employees in luxury hotels and resorts in Vietnam.
The results showed that factors of employee positive emotion were positively associated with
service delivery. In addition, this study argues that, in order to achieve high level of service
delivery, organization defining staff training should: focus on the influence of trainer, concentrate
on meaningful training contents and create valuable organizational culture. | en_US |
