METHODOLOGY
Sampling
From a total list of 70 international hotels from the Tourism Bureau
(a dependent of the Ministry of Transportation and Communication,
Taiwan), 20 hotels voluntarily participated in this study. Participating
hotels were given assurance of confidentiality. A total of 500 questionnaires
with cover letters were sent to human resource departments or
staff of these participating hotels. Frontline employees of food and beverage,
housekeeping, and front-desk departments were included in the
sample. The human resource departments/staff were asked to deliver
questionnaires to their frontline employees with the assurance that the
respondents were randomly selected. Respondents were asked to complete
the questionnaires in a self-reported manner. A total of 347 questionnaires
were returned with anonymity. 11 questionnaires were