Service quality and the training of employees: The mediating role of organizational commitment

This study examined the attitudes of employees working in Indian hotels catering to tourists. It analyzed their perception of training opportunities and the impact of such training on the service provided to guests. An integrated model was developed highlighting the relationship between perceived accessibility to training, perceived support for training, perceived benefits from training, and the implications of training on service quality mediated through organizational commitment. Using a sample of 494 employees, structural equation modeling was conducted to establish this relationship by analyzing the responses of employees working in small and medium size tourist hotels operating in Uttarakhand, India. The findings of the study reveal a strong relationship between employee training and the quality of services offered by employees in tourist hotels. The study discusses the implications of the presented findings and suggests potential practical applications. © 2014 Elsevier Ltd. All rights reserved.