Hotel employees’ perspective on sources of interpersonal conflict and organisational performance

  • Eunice O Mukolwe Rongo University College, Department of Human Resource Development, Tourism and Hospitality Management
Keywords: Interpersonal conflict, hotel, organizational performance

Abstract

Maintaining a good working environment devoid of interpersonal conflicts is critical for the survival of a company in a competitive environment as in the hospitality sector as it can greatly influence the performance of an organization. Conflict is an inevitable part of a hospitality organizational life since the environment of hospitality industry has a number of distinctive features that may add to the development of conflict situations thus hotel managers need to understand the sources of interpersonal conflict in order to minimize them. The purpose of this study was to investigate the sources of interpersonal conflict and their effect on organizational performance. The study employed both descriptive survey design and explanatory research design. The target population was three hundred and fifty-four employees while the sample size was one hundred and eighty-four employees. Purposive sampling technique was used to select the hotels for the study while stratified random sampling was used to select the respondents and the criteria for stratification was according to the department worked in and the rank. Data was obtained from primary and secondary sources.Instruments for collecting primary data included self-administered questionnaires. A pilot test was conducted to test the content validity of the data collection instruments while reliability was measured using the Cronbach’s Alpha. Results from the study indicated that in hotels job stress is the most common source of interpersonal conflict while poor management leadership was the least source.’

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Published
2016-08-04