Abdulla, Nasiha and Abdul Latiff@Bapoo, Lili Suriani (2021) A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences. In: International Conference On Languages, Education and Tourism 2021 (ICLET 2021), 28-30 June 2021, Online conference.
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Previous studies have reported issues and challenges faced by hospitality employees during guest-host interactions. While employees’ low proficiency in English has been reported to be a problem among Malaysian hoteliers, the hoteliers’ perceptions of their own guest interaction ability, or their occupational self-efficacy are yet to be explored and reported. Moreover, there is hardly any studies investigating the relationship between guest interaction skills and occupational self-efficacy of hoteliers, despite the prominent role self-efficacy plays in employees’ work performance. In this regard, this study attempts to explore Malaysian hoteliers’ perception of their guest interaction skills and occupational self-efficacy and if there is a correlation between the two. This study also investigated if there is any significant difference between hoteliers’ perception of their guest interaction skills and occupational self-efficacy after gamification experiences. Data from 173 hoteliers from a hotel in Selangor, Malaysia was obtained and analyzed through both correlational and quasi-experimental research design. Within the correlational research model, self-efficacy and guest interaction skills questionnaire were administered before and after the treatment. Within one-group pretest and posttest method, the same survey was administered to the 12 randomly selected participants after gamification treatment. The data was analyzed quantitatively using descriptive analysis, paired sample t-test and Pearson product moment correlation using SPSS version 26.0. The findings reveal a positive correlation between guest interaction skills and occupational self-efficacy before and after experiencing a series of ESP class with gamification. However, gamification was found to have a bigger impact on hoteliers’ self-ratings of their occupational self-efficacy than its effect on their guest interaction skills after the treatment. The findings have positive implications for employment of gamification as an instructional strategy in
| Item Type: | Conference or Workshop Item (Plenary Papers) |
|---|---|
| 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 Languages and Management |
| Depositing User: | Dr Lilisuriani Latif |
| Date Deposited: | 20 Dec 2021 14:55 |
| Last Modified: | 23 Dec 2021 08:19 |
| URI: | http://irep.iium.edu.my/id/eprint/94975 |
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