Benefits of cross-functional training: Three departments of hotel line supervisors in Taiwan

Journal of Hospitality and Tourism Management

Volumn 19, Issue 1, 2012, Pages 115-122

  Chen, Li Cheng ^a   Tseng, Chin Yao ^a  

^a TAJEN UNIVERSITY   (Taiwan)

Author keywords

Cross functional training; Hotel; Labour flexibility; Line supervisors; Taiwan

Indexed keywords

EID: 84904012572     PISSN: 14476770     EISSN: 18395260     Source Type: Journal    
DOI: 10.1017/jht.2012.13     Document Type: Article

References (53)

1. Aksu, A. (2008). Employee turnover: Calculation of turnover rates and costs. In D.V. Tesone (Ed.), Handbook of hospitality human resources management (pp. 195-222). Oxford, England: Butterworth-Heinemann.
2. Asplund, R., & Salverda, W. (2004). Company training and services with a focus on low skills. International Journal of Manpower, 25(1), 8-16.
3. Barron, P. (2008). Education and talent management: Implications for the hospitality industry. International Journal of Contemporary Hospitality Management, 20(7), 730-742.
4. Baum, T. (2006). Human resource management for tourism, hospitality and leisure. Sydney: Thomson.
5. Campling, J., Poole, D., Wiesner, R., & Schermerhorn, J.R. (2006). Management (2nd Asia-Pacific ed.). Milton, Australia: John Wiley & Sons.
6. Carvalho, A., & Cabral-Cardoso, C. (2008). Flexibility through HRM in management consulting firms. Personnel Review, 37(3), 332-349.
7. Council for Economic Planning and Development. (2011). Taiwan's 2012 National Development Plan. Retrieved from http://www.ey.gov.tw/public/ Attachment/2121620971.pdf
8. Chang, L.I. (2002). Hotel housekeeping operation & management. Taipei: Yang-Chin.
9. Clark, N. (1989). Study of Multiskilling Training Initiatives in Australian Industry. Sydney, Australia: New South Wales Department of Industrial Relations and Employment.
10. Cole, K. (2001). Supervision: The theory and practice of first-line management. Frenchs Forest, Australia: Prentice Hall.
11. Connolly, P.M., & Connolly, K.G. (2005). Employee Opinion Questionnaire. San Francisco, CA: John Wiley & Sons.
12. Cordery, J. (1987). Multi-Skilling: A critical discussion of perceived benefits to employees and enterprises. Perth, Australia: Office of Industrial Relations.
13. Creswell, J.W., Shope, R., Clark, L.P., & Green, O. (2006). How interpretive qualitative research extends mixed methods research. Mid-South Educational Research Association, 13(1), 1-11.
14. Crick, A.P., & Spencer, A. (2011). Hospitality quality: New directions and new challenges. International Journal of Contemporary Hospitality Management, 23(4), 463-478.
15. Davidson, C.G., McPhail, R., & Barry, S. (2011). Hospitality HRM: Past, present and the future. International Journal of Contemporary Hospitality Management, 23(4), 498-516.
16. Davidson, C.G., Timo, N., & Wang, Y. (2010). How much does labour turnover cost? A case study of Australian four and five star hotels. International Journal of Contemporary Hospitality Management, 22(4), 451-466.
17. Davids, Z. (2004). Aspects of multi-skilling contributing to service quality provision within academic libraries. Bellville, South Africa: University of Western Cape.
18. De Grip, A., & Borghans, L. (2000). Skill utilization and bumping down. Cheltenham, UK: Edward Elgar.
19. Dewhurst, H., Dewhurst, P., & Liveesey, R. (2007). Tourism and hospitality SME training needs and provision: A sub-regional analysis. Tourism and Hospitality Research, 7(2), 131-143.
20. Directorate-General of Budget, Accounting and Statistics. (2011). Taiwan's 2011 Employment report with statistic analysis. Retrieved from http://www.dgbas.gov.tw/lp.asp?ctNode=3321&CtUnit=951&BaseDSD=7
21. Guest, D., & Conway, N. (2002). Communicating the psychological contract: an employer perspective. Human Resource Management Journal, 12(2), 22-38.
22. Hayes, D.K., & Ninemeier, J.D. (2006). Foundations of lodging management. Upper Saddle River, NJ: Prentice Hall.
23. Hill, N., & Alexander, J. (2006). Handbook of customer satisfaction and loyalty measurement (3rd ed.). Aldershot, England: Gower.
24. Hoque, K. (2000). Human resource management in the hotel industry: Strategy, innovation and performance. London: Routledge.
25. Huang, H.I. (2006). Personality traits reflect employee job attitudes in the workplace. Consortium Journal of Hospitality and Tourism, 10(1), 31-43.
26. Huang, H.J. (1999). Job rotation from the employees' point of view. Research and Practice in Human Resource Management, 7 (1), 75-85.
27. Hsu, C.C., & Sandford, B.A. (2007). The Delphi technique: Making sense of consensus. Practical Assessment, Research & Evaluation, 12(10), 1-8.
28. International Labour Organization. (2001). Human resource development, employment and globalization in the hotel, catering and tourism sector. Retrieved from http://www.ilo.org/public/english/dialogue/sector/techmeet/ tmhct01/tmhctr2.htm
29. Kalleberg, A.L. (2001). Organizing flexibility: The flexible firm in a new century. British Journal of Industrial Relations, 39(4), 479-504.
30. Kelliher, C., & Riley, M. (2002). Making functional flexibility stick: an assessment of the outcomes for stakeholders. International Journal of Contemporary Hospitality Management, 14(5), 237-242.
31. Kelliher, C., Riley, M., & Jones, P. (2000, April). Implementing functional flexibility: Training for a multi-skilled workforce. Paper presented at the meeting of the 9th Annual CHME Hospitality Research Conference, University of Huddersfield.
32. Knox, A., & Walsh, J. (2005). Organisational flexibility and HRM in the hotel industry: Evidence from Australia. Human Resource Management Journal, 15(1), 57-75. (Pubitemid 43271823)
33. Lai, P.C., Soltani, E., & Baum, T. (2008). Distancing flexibility in the hotel industry: The role of employment agencies as labour suppliers. The International Journal of Human Resource Management, 19(1), 132-152.
34. Lam, T., Zhang, H., & Baum, T. (2001). An investigation of employees' job satisfaction: The case of hotels in Hong Kong. Tourism Management, 22, 157-165.
35. Lucas, R. (2004). Employment relations in the hospitality and tourism industry. London: Routledge.
36. Lockyer, T. (2007). The international hotel industry: Sustainable management. New York: Haworth Hospitality & Tourism Press.
37. Matias-Reche, F., & Fuentes-Fuentes, M.M. (2006). The internal labor market and the employment of temporary helpworkers in Spain. Personal Review, 35(4), 378-396. (Pubitemid 43955063)
38. McPhail, R., & Fisher, R. (2008). It's more than wages: Analysis of the impact of internal labour markets on the quality of jobs. International Journal of Human Resource Management, 19(3), 461-472.
39. Nankervis, A.R., Compton, R., & Baird, M. (2008). Human resource management: Strategies and processess (6th ed.). South Melbourne, Australia: Thomson.
40. Nickson, D. (2007). Human resource management for the hospitality and tourism industries. Sydney, Australia: Butterworth-Heinemann.
41. Nolan, C. (2002). Human resource development in the Irish hotel industry: The case of the small firm. Journal of European Industrial Training, 26(2/3/4), 88-89.
42. Pelit, E., Ozturk, Y., & Arslanturk, Y. (2011). The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey. International Journal of Contemporary Hospitality Management, 23(6), 784-802.
43. Pizam, A. (1982). Tourism manpower: the state of the art. Journal of Travel Research, 11(2), 5-9.
44. Rowold, J. (2007). Individual influences on knowledge acquisition in a call center training context in Germany. International Journal of Training and Development, 11(1), 21-34.
45. Sheahan, P. (2005). Generation Y: Thriving (and surviving) with Generation Y at work. Prahran, Australia: Hardie Grant Books.
46. Ticehurst, G.W., & Veal, A.J. (2000). Business research methods: A managerial approach. Frenchs Forest, Australia: Pearson Education.
47. Tourism Bureau. (2011). 2011 Tourism with Statistic Report. Taipei: Wei-Chun Hsieh. Retrieved from http://admin.taiwan.net.tw/travel/statistic-h. aspx?no=220
48. Tracy, J.B., Way, S.A., & Tews, M. (2008). HR in the hospitality industry: Strategic frameworks and priorities. In D.V. Tesone (Ed.), Handbook of hospitality human resources management (pp. 3-22). Oxford, Engand: Butterworth-Heinemann.
49. Watson, S. (2008). Where are we now? A review of management development issues in the hospitality and tourism sector: Implications for talent management. International Journal of Contemporary Hospitality Management, 20(7), 758-780.
50. Wong, S., Siu, V., & Tsang, N. (1999). The impact of demographic factors on Hong Kong hotel employees' choice of job-related motivators. International Journal of Contemporary Hospitality Management, 11(5), 230-241.
51. Yamashita, M., & Uenoyama, T. (2006). Boundaryless career and adaptive HR practices in Japan's hotel industry. Career Development International, 11(3), 230-242. (Pubitemid 43823493)
52. Yang, H.O. (2007). Human resource management in the hotel industry in Taiwan (Doctoral dissertation, Swinburne University of Technology, Australia). Retrieved from http://researchbank.swinburne.edu.au/vital/access/manager/ Repository/swin:7372
53. Zikmund,W.G. (2003). Business research methods (7th ed.). Cincinnati, OH: Thomson South-Western.