Items/the employee’ opinions Meana
Std
deviation
A. Tourism organization management attitudes towards quality
1. Tourism company/destination attention is focused on meeting customer
quality requirements 2.7400 1.1467
2. Management leads the way in disseminating TQM values throughout the
organization structure 2.3700 1.2555
3. Employees are asked and empowered to continuously improve all key
business processes 3.4800 0.9755
4. Management nurtures a flexible and responsive corporate culture 3.7000 1.0735
5. Management systems support fact-based decision making 3.5800 1.0982
6. Partnerships with suppliers improve tourism product or service quality 3.0800 1.1732
B. The health of tourism business environment
7. Employees are involved in the strategic planning process, providing its
inputs as well as developing appropriate plans to support the organisation’s
short- and long-term objectives and goals 3.0200 1.1145
8. Human resources, HR, planning is proactive rather than reactive,
covering all key issues including recruitment, retention, training and
development, leadership succession, employee participation, recognition and
reward, management-labour relations and employee satisfaction 2.9900 1.4121
9. The Tourism organization/destination has a wide variety of mechanisms
to encourage employee participation at all levels, promote teamwork and tap
on the innovative potential of its employees 2.5300 1.1627
C. Offering suitable opportunities for training and a fair mechanism for performance measurements
10. The tourism organization/destination has a systematic approach to
identify training and development needs for all levels of employees, taking
into account skills requirements and current skills inventory 3.2400 1.2351
11. The tourism organization/destination has a systematic approach to assess
the effectiveness of training and development undergone by employees 2.8000 1.1325
12. The tourism organization/destination has a systematic approach to
measure employee satisfaction, obtain feedback from employees, and act on
issues arising from such feedback 2.4600 1.1964
13. The tourism organization/destination has a fair and effective system to
measure employee performance 2.5800 1.2597
14. The tourism organization/destination has a wide variety of reward and
recognition schemes that support high performance, innovative and creative
behaviour, and are linked to the corporate objectives and values 3.1000 1.1544
15. The tourism organization/destination regularly evaluates and improves on
its HR planning process, employee participation, training and development
process, employee satisfaction approach, and recognition and reward systems 2.9000 1.3392
Note: aLikert scale: 1-5 (strongly disagree-strongly agree)
Items/the employee’ opinions MeanaStddeviationA. Tourism organization management attitudes towards quality1. Tourism company/destination attention is focused on meeting customerquality requirements 2.7400 1.14672. Management leads the way in disseminating TQM values throughout theorganization structure 2.3700 1.25553. Employees are asked and empowered to continuously improve all keybusiness processes 3.4800 0.97554. Management nurtures a flexible and responsive corporate culture 3.7000 1.07355. Management systems support fact-based decision making 3.5800 1.09826. Partnerships with suppliers improve tourism product or service quality 3.0800 1.1732B. The health of tourism business environment7. Employees are involved in the strategic planning process, providing itsinputs as well as developing appropriate plans to support the organisation’sshort- and long-term objectives and goals 3.0200 1.11458. Human resources, HR, planning is proactive rather than reactive,covering all key issues including recruitment, retention, training anddevelopment, leadership succession, employee participation, recognition andreward, management-labour relations and employee satisfaction 2.9900 1.41219. The Tourism organization/destination has a wide variety of mechanismsto encourage employee participation at all levels, promote teamwork and tapon the innovative potential of its employees 2.5300 1.1627C. Offering suitable opportunities for training and a fair mechanism for performance measurements10. The tourism organization/destination has a systematic approach toidentify training and development needs for all levels of employees, takinginto account skills requirements and current skills inventory 3.2400 1.235111. The tourism organization/destination has a systematic approach to assessthe effectiveness of training and development undergone by employees 2.8000 1.132512. The tourism organization/destination has a systematic approach tomeasure employee satisfaction, obtain feedback from employees, and act onissues arising from such feedback 2.4600 1.196413. The tourism organization/destination has a fair and effective system tomeasure employee performance 2.5800 1.259714. The tourism organization/destination has a wide variety of reward andrecognition schemes that support high performance, innovative and creativebehaviour, and are linked to the corporate objectives and values 3.1000 1.154415. The tourism organization/destination regularly evaluates and improves onits HR planning process, employee participation, training and developmentprocess, employee satisfaction approach, and recognition and reward systems 2.9000 1.3392Note: aLikert scale: 1-5 (strongly disagree-strongly agree)
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