Correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences

Abdulla, Nasiha and Abdul Latif @ Bapoo, Lilisuriani (2022) Correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences. TEAM Journal of Hospitality and Tourism, 19 (1). pp. 29-41. E-ISSN 2805-5659

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Abstract

While low English proficiency has been reported as a problem among Malaysian hoteliers, perceptions of guest interaction ability and occupational self-efficacy and the relationship between the two have yet to be investigated. This study investigated Malaysian hoteliers’ perception of their guest interaction skills and occupational self-efficacy and the relationship between the two before and after gamification experiences. A survey was administered to 173 hoteliers from a hotel in Selangor, Malaysia. From a descriptive analysis, all respondents had below moderate to moderate perceptions of their guest interaction skills and occupational self-efficacy. Twelve of the total respondents were then randomly selected to attend ESP classes with gamification as part of a one-group pretest-posttest quasi-experimental research. Analyses of the sample’s ratings of guest interaction skills and occupational self-efficacy after gamification showed positive correlations with a significant difference in how they perceive their guest interaction skills and occupational self-efficacy. The hoteliers were also found to self-rate their occupational self-efficacy higher than their guest interaction skills. The findings of this study convey to both ESP instructors and hotel managers that gamification should be used in classrooms and in-house training as it positively influences how hoteliers perceive their abilities to perform their jobs and interact with their guests.

Item Type:	Article (Journal)
Uncontrolled Keywords:	ESP; Guest Interaction Skills; Occupational Self-Efficacy; Gamification
Subjects:	P Language and Literature > PE English
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Sustainable Tourism and Contemporary Languages
Depositing User:	Dr Lilisuriani Latif
Date Deposited:	29 Nov 2022 10:39
Last Modified:	29 Nov 2022 10:40
URI:	http://irep.iium.edu.my/id/eprint/101486

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