HUMAN RESOURCES PERSPECTIVE IN THE SERVICE PERFORMANCE OF THE TOURISM INDUSTRY

Abstract

In recent years, there has been a proliferation of studies on increasing worker output, but studies on how tourism influences service supply have gotten comparatively less attention. This study examines the direct and indirect relationships between customer engagement andservice performance in the retail industry, particularly regarding employeeengagement and job satisfaction. 360 front-line retail employees in East Java,Indonesia, test the proposed model using partial least square variance-basedstructural equation modeling (SEM-PLS). The statistics indicate that havingvisitors increases treatment quality. Moreover, this study’s findings indicatethat employees’ excitement and dedication impact the quality of servicedelivered to clients. The ramifications of these discoveries for advancing management theory and practice are also discussed.