Training soft skills via e-learning: International chain hotels

International Journal of Contemporary Hospitality Management

Volumn 23, Issue 6, 2011, Pages 739-763

  Kim, Jungsun ^a   Erdem, Mehmet ^b   Byun, Jungwoo ^c   Jeong, Hwayoung ^c  

^a TEXAS TECH UNIVERSITY   (United States)

^b UNIVERSITY OF NEVADA   (United States)

^c Kyung Hee University   (South Korea)

Author keywords

Hotels; International organizations; Learning; South Korea; Training; Worldwide web

Indexed keywords

EID: 80052619003     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596111111153457     Document Type: Article

References (87)

1. Adams, D. and Waddle, C. (2002), "Evaluating the return from management development programmes: individual returns versus organizational benefits" in International Journal of Contemporary Hospitality Management, Vol. 14, No. 1, pp. 14-20.
2. Allan, B. and Lewis, D. (2006), "Virtual learning communities as a vehicle for workforce development: a case study" in Journal of Workplace Learning, Vol. 18, No. 6, pp. 367-83.
3. Allen, E.I. and Seaman, J. (2010), "Learning on demand: online education in the United States. 2009", Babson Survey Research Group, available at: http://sloanconsortium.org/publications/survey/learning_on_demand_sr2010 (accessed September 12, 2009).
4. Baldwin-Evans, K. (2006), "Hilton highlights link between staff loyalty and e-learning: survey investigates value and usage of online portal" in Human Resource Management International Digest, Vol. 14, No. 1, pp. 36-8.
5. Ball, D. and Levy, Y. (2008), "Emerging educational technology: assessing the factors that influence instructors' acceptance in information systems and other classrooms" in Journal of Information Systems Education, Vol. 19, No. 4, pp. 431-43.
6. Bandura, A. (1977), "Self-efficacy: toward a unifying theory of behavioral change" in Psychology Review, Vol. 84, pp. 191-215.
7. Bandura, A. (1982), "Self-efficacy mechanism in human agency" in American Psychology, Vol. 37, pp. 122-47.
8. Bandura, A. (1986), "The explanatory and predictive scope of self-efficacy theory" in Journal of Social Clinical Psychology, Vol. 4, pp. 359-73.
9. Baum, T. (1988), "Towards a new definition of hotel management" in The Cornell Hotel and Restaurant Administration Quarterly, Vol. 29, No. 2, pp. 36-40.
10. Baum, T. (2008), "Implications of hospitality and tourism labour markets for talent management strategies" in International Journal of Contemporary Hospitality Management, Vol. 20, No. 7, pp. 720-9.
11. Beckers, J.J. and Schmidt, H.G. (2003), "Computer experience and computer anxiety" in Computers in Human Behavior, Vol. 19, No. 6, pp. 785-97.
12. Bentler, P.M. (1990), "Comparative fit indices in structural models" in Psychological Bulletin, Vol. 107, No. 3, pp. 588-606.
13. Bosman, E.A. and Charness, N. (1996), "Age-related difference in skilled performance and skill acquisition" in Blanchard-Fields, F. and Hess, T.M. (Eds.), Perspectives on Cognition in Adulthood and Aging, McGraw-Hill, New York, NY, pp. 428-53.
14. Bray, J. (2002), "Virtual tutoring in hospitality: a 'learnt system' of professional practice" in International Journal of Contemporary Hospitality Management, Vol. 14, No. 1, pp. 21-7.
15. Burkhardt, M.E. and Brass, D.J. (1990), "Changing patterns or patterns of change? The effects of a change in technology on social network structure and power" in Administrative Science Quarterly, Vol. 35, pp. 104-27.
16. Burns, P.M. (1997), "Hard-skills, soft-skills: undervaluing hospitality's service with a smile" in Progress in Tourism and Hospitality Research, Vol. 3, No. 3, pp. 239-48.
17. Byrne, B. (2006), Structural Equation Model with EQS: Basic Concepts, Applications, and Programming, 2nd ed., Lawrence Erlbaum Associates, Mahwah, NJ.
18. Chase, D.M. and Masberg, B.A. (2008), "Partnering for skill development: park and recreation agencies and university programs" in Managing Leisure, Vol. 13, No. 2, pp. 74-91.
19. Chatterjee, P. (2010), "Entertainment, engagement and education in e-learning" in Training & Management Development Methods, Vol. 24, No. 2, pp. 601-21.
20. Chiang, C., Back, K. and Canter, D.D. (2005), "The impact of employee training on job satisfaction and intention to stay in the hotel industry" in Journal of Human Resources in Hospitality & Tourism, Vol. 4, No. 2, pp. 99-118.
21. Christou, E. (2002), "Revisiting competencies for the hospitality management: contemporary views of the stakeholders" in Journal of Hospitality and Tourism Education, Vol. 14, No. 1, pp. 25-32.
22. Cobanoglu, C., Dede, P. and Poorani, A. (2006), "An analysis of skills and competencies of full service hotel technology managers" in Journal of Teaching in Travel & Tourism, Vol. 6, No. 4, pp. 19-35.
23. Collins, C., Buhalis, D. and Peters, M. (2003), "Enhancing SMTEs' business performance through the internet and e-learning platforms" in Education + Training, Vol. 45, Nos 8/9, pp. 483-94.
24. Compeau, D. and Higgins, C. (1996), "Application of social cognitive theory to training for computer skills" in Information System Research, Vol. 6, No. 2, pp. 118-43.
25. Davis, F.D. (1989), "Perceived usefulness, perceived ease of use, and user acceptance of information technology" in MIS Quarterly, Vol. 13, No. 3, pp. 319-40.
26. Deci, E.L. (1971), "Effects of externally mediated rewards on intrinsic motivation" in Journal of Personality and Social Psychology, Vol. 18, pp. 105-15.
27. Deci, E.L. (1972), "Intrinsic motivation, extrinsic reinforcement, and inequity" in Journal of Personality and Social Psychology, Vol. 22, No. 1, pp. 113-20.
28. Doronina, O.V. (1995), "Fear of computers: its nature, preventions and cure" in Russ Social Science Review, Vol. 36, pp. 79-90.
29. Dunn, P. and Marinetti, A. (2004), "Cultural adaptation: necessity for e-learning", Learning in the New Economy e-Magazine, available at: www.linezine.com/7.2/articles/pdamca.htm (accessed July 22, 2010).
30. Dyck, J.L. and Smither, J.A. (1994), "Age differences in computer anxiety: the role of computer experience, gender, and education" in Journal of Educational Computing Research, Vol. 10, No. 3, pp. 239-48.
31. Ellen, P.S., Bearden, W.O. and Sharma, S. (1991), "Resistance to technological innovations: an examination of the role of self-efficacy and performance satisfaction" in Journal of the Academy of Marketing Science, Vol. 19, No. 4, pp. 297-307.
32. Erdem, M. (2004), "Assessing the effectiveness of web based training (WBT) for learning soft skills in the hospitality industry", Proceedings of the International Academy of Business and Public Administration Disciplines (IABPAD) Conference, ISSN 1547-4836, Code #157.
33. Fossum, J.A., Arvey, R.D., Paradise, C.A. and Robbins, N.E. (1986), "Modeling the skills anxiety on consumer use and experiences with self-service technologies" in Journal of Business Research, Vol. 56, pp. 899-906.
34. Green, R. (2005), "Effective learning" in Food Manufacture, Vol. 80, No. 10, p. 63.
35. Gustafson, J. (2002), "High-tech teacher" in Hotel and Motel Management, Vol. 217, No. 19, p. 64.
36. Hanrahan, S. (2007), "E-learning in hospitality" in Hospitality, Vol. 47, No. 4, p. 17.
37. Harrington, K.V., McElroy, J.C. and Morrow, P.C. (1990), "Computer anxiety and computer-based training: a laboratory experiment" in Journal of Educational Computing Research, Vol. 6, pp. 343-58.
38. Herdman, P.C. (1983), "High tech anxiety" in Management Focus, Vol. 30, No. 3, pp. 29-31.
39. Hill, T., Smith, N.D. and Mann, M.F. (1986), "Communicating innovations: convincing computer phobics to adopt innovative technologies" in Advances in Consumer Research, Vol. 3, pp. 419-22.
40. Horton, W. (2000), Designing Web-Based Training, Wiley, New York, NY.
41. Howard, G.S. (1986), Computer Anxiety and Management Use of Microcomputers, UMI Research Press, Ann Arbor, MI.
42. Hu, B., Nelson, D. and Braunlich, C. (2004), "The future of the internet-based training in the lodging industry" in Journal of Human Resources in Hospitality & Tourism, Vol. 2, No. 2, pp. 93-112.
43. Igbaria, M. (1993), "User acceptance of microcomputer technology: an empirical test" in Omega, Vol. 21, No. 1, pp. 73-90.
44. Igbaria, M. and Parasuraman, S. (1989), "A path-analytic study of individual characteristics: computer anxiety and attitudes toward microcomputers" in Journal of Management, Vol. 15, No. 3, pp. 373-88.
45. Kline, R.B. (2006), Principle and Practice of Structural Equation Modeling, The Guilford Press, New York, NY.
46. Labouvie-Vief, G. and Chandler, M.J. (1978), "Cognitive development and life-span development theory: idealistic versus contextual perspectives" in Baltes, P.B. (Ed.), Life-span Development and Behavior, Academic Press, New York, NY, pp. 362-74.
47. Laguna, K. and Babcock, R.L. (1997), "Computer anxiety in young and older adults: implications for human-computer interactions in older populations" in Computers in Human Behavior, Vol. 13, No. 3, pp. 317-26.
48. Lam, T., Cho, V. and Qu, H. (2007), "A study of hotel employee behavioral intentions towards adoption of information technology" in International Journal of Hospitality Management, Vol. 26, No. 1, pp. 49-65.
49. Lee, B., Yoon, J. and Lee, I. (2009), "Learners' acceptance of e-learning in South Korea: theories and results" in Computers & Education, Vol. 53, No. 4, pp. 1320-9.
50. Leem, J. and Lim, B. (2007), "The current status of e-learning and strategies to enhance educational competitiveness in Korean higher education" in International Review of Research in Open & Distance Learning, Vol. 8, No. 1, pp. 1-18.
51. Lim, C. (2007), "The current status and future prospects of corporate e-learning in Korea" in International Review of Research in Open & Distance Learning, Vol. 8, No. 1, pp. 1-12.
52. Little, B. (2001), "Achieving high performance through e-learning" in Industrial and Commercial Training, Vol. 33, No. 6, pp. 203-7.
53. Lundberg, C. and Mossberg, L. (2008), "Learning by sharing: waiters' and bartenders' experiences of service encounters" in Journal of Foodservice, Vol. 19, No. 1, pp. 44-52.
54. McFarland, D.J. (2001), "The role of age and efficacy on technology acceptance: implications for e-learning" in Proceedings of the World Conference on the WWW and Internet, Orlando, FL, pp. 2-7.
55. Mahajan, V., Muller, E. and Bass, F.M. (1990), "New product diffusion models in marketing: a review and directions for research" in Journal of Marketing, Vol. 54, pp. 1-26.
56. Marakas, G.M., Yi, M.Y. and Johnson, R.D. (1998), "The multilevel and multifaceted character of computer self-efficacy: toward a clarification of the construct and an integrative framework for research" in Information Systems Research, Vol. 9, No. 2, pp. 126-63.
57. Meuter, M.L., Bitner, M.J., Ostrom, A.L. and Brown, S.W. (2005), "Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies" in Journal of Marketing, Vol. 69, pp. 61-83.
58. Meuter, M.L., Ostrom, A.L., Bitner, M.J. and Rountree, R. (2003), "The influence of technology obsolescence process: a psychological/economic integration" in Academy of Management Review, Vol. 11, pp. 362-74.
59. Pollard, E. and Hillage, J. (2001), Exploring E-learning, Grantham Book Services, Grantham.
60. Raleigh, L. (1999), "Hotel investment: challenges and opportunities", Hotel Online, available at: www.hotel-online.com/News/PressReleases1999_1st/Feb99_RaleighHotelChallenges.html (accessed August 10, 2010).
61. Rogers, E.M. (1986), Communication Technology: The New Media in Society, The Free Press, New York, NY.
62. Ruiz-Molina, M. and Cuadrado-Garcia, M. (2008), "E-learning in a university interdisciplinary and bilingual context: analysis of students' participation, motivation and performance" in Multicultural Education & Technology Journal, Vol. 2, No. 3, pp. 156-69.
63. Saadè, G.R. and Kira, D. (2006), "The emotional state of technology acceptance" in Issues in Informing Science and Information Technology, Vol. 3, pp. 529-39.
64. Schaie, K.W. (1974), "Translations in gerontology - from lab to life: intellectual functioning" in American Psychologist, Vol. 29, pp. 802-8.
65. Schwartz, J. (1988), "The computer market" in American Demographics, Vol. 10, pp. 38-41.
66. Suls, J. and Mullen, B. (1982), "From the cradle to the grave: comparison and self-evaluation across the life-span" in Psychological Perspectives on the Self, Lawrence Erlbaum Associates, Hillsdale, NJ, pp. 97-125.
67. Swan, K. (2003), "Learning effectiveness: what the research tells us" in Bourne, J. and Moore, J.C. (Eds.), Elements of Quality Online Education, Practice and Direction, Sloan Center for Online Education, Needham, MA, pp. 13-45.
68. Swanson, S. (2000), "E-learning is for soft skills, too" in Information Week, No. 798, p. 82.
69. Tannenbaum, R. (1991), "Cellular telephones: a comparative analysis of their adoption and impacts", Carleton University, Ottawa, unpublished Master's thesis.
70. Tanner, J., Noser, T. and Langford, H. (2003), "Perceptions of undergraduate business students toward online courses in higher education expanded and revisited: do gender, age, and/or past experiences make a difference?" in Journal of Business and Economics Research, Vol. 1, No. 2, pp. 13-20.
71. Tanner, J., Noser, T., Fuselier, J. and Totaro, M. (2004), "The online 'classroom': what do students think?" in Journal of Informatics Education Research., Vol. 6, No. 1, pp. 43-54.
72. Tanner, J., Noser, T., Totaro, M. and Birch, R. (2006), "Student perceptions of the online classroom: an update" in International Business & Economics Research Journal, Vol. 5, No. 10, pp. 31-8.
73. Tas, R. (1988), "Teaching future managers" in The Cornell Hotel and Restaurant Administration Quarterly, Vol. 29, No. 2, pp. 41-3.
74. Teare, R. and O'Hern, J. (2000), "Challenges for service leaders: setting the agenda for the virtual learning organization" in International Journal of Contemporary Hospitality Management, Vol. 12, No. 2, pp. 97-104.
75. Themistocleous, M., Serrano-Rico, A.E. and Kamal, M.M. (2008), "Training senior employees for ICT skills enhancement through 'REFOCUS': the European project", Proceedings of the European and Mediterranean Conference on Information Systems, available at: http://bura.brunel.ac.uk/handle/2438/4015 (accessed March 1, 2010).
76. Trompenaars, F. (1995), "Worldwide vision in the workplace" in People Management, Vol. 1, pp. 25-6.
77. Tsai, M.J. and Tsai, C.C. (2003), "Information-searching strategies in web-based science learning: the role of internet self-efficacy" in Innovations in Education and Teaching International, Vol. 40, pp. 43-50.
78. US Department of Labor (1991), "What work requires of schools: a scans report for America 2000", available at: http://wdr.doleta.gov/SCANS/whatwork/whatwork.pdf (accessed November 12, 2009).
79. Van Hoof, H.B. and Combrink, T.E. (1998), "US lodging managers and the internet: perception from the industry" in Cornell Hotel and Restaurant Administration Quarterly, Vol. 39, No. 2, pp. 46-54.
80. Venkatesh, V. (2000), "Determinants of perceived ease of use: integrating control, intrinsic motivation and emotion into the technology acceptance model" in Information Systems Research, Vol. 11, No. 4, pp. 342-65.
81. Vroom, V. (1964), Work and Motivation, Wiley, New York, NY.
82. Watson, S. and McCracken, M. (2002), "No attraction in strategic thinking: perceptions on current and future skills needs for visitor attraction managers" in International Journal of Tourism Research, Vol. 4, No. 5, pp. 367-78.
83. Weber, M.R., Finley, D.A., Crawford, A. and Rivera, D. (2009), "An exploratory study identifying soft skill competencies in entry-level managers" in Tourism & Hospitality Research, Vol. 9, No. 4, pp. 353-61.
84. Whitford, M. (2000), "Virtual university" in Hotel & Motel Management, Vol. 215, No. 19, p. 92.
85. Yi, M.Y. and Davis, F.D. (2003), "Developing and validating an observational learning model of computer software training and skill acquisition" in Information Systems Research, Vol. 14, No. 2, pp. 146-70.
86. Yi, M.Y. and Hwang, Y. (2003), "Predicting the use of web-based information systems: self-efficacy, enjoyment, learning goal orientation, and the technology acceptance model" in International Journal of Human-Computer Studies, Vol. 59, pp. 431-49.
87. Zoltan, E. and Chapanis, A. (1982), "What do professional persons think about computers?" in Behaviour & Information Technology, Vol. 1, No. 1, pp. 55-68.