Organizational Factors That Affect Service Delivery in the Hospitality Sector

The paper examines the set of organizational factors that affect service delivery (job performances) in the hospitality industry. Descriptive research design was adopted for the study. A sample of 150 frontline hotel employees in Surat served as the study setting. Data was gathered through a self-administered questionnaire. Some of the tools used for analysis were Cronbach alpha, Mann-Whitney test, cross tabulation, and factor analysis. By reviewing literature, 22 constructs that affect service delivery in the organization were identified. Through factor analysis, the authors arrived at seven dimensions that affect service delivery, namely, organization personality, internal marketing activities, role demands and organizational leadership, employee empowerment, hygiene factors, organizational conflict and organization resources. Gender differences were found in the opinion related to dimensions such as job autonomy, empowerment, rewards, perceived organizational support, role conflict, role overload, and servant leadership.