Turizam Volume 21, Issue 1-4
IMPACT OF ORGANIZATIONAL CONFLICT ON EMPLOYEE JOB PERFORMANCE IN SELECTED HOTELS (IN LAGOS NIGERIA)
Authors: Nwokorie Edwin Chigozie
Abstract:Three first class establishments in Lagos Nigeria were investigated with a study population of 122 from which a sample size of 110 was drawn to model the impact of organizational conflict on employee job performance in the hotel industry. A 61 point questionnaire was prepared, using a four-point Likert rating scale for data collection. Data was analyzed using inferential statistics and hypotheses were tested in Chi-square statistics. Results showed that unclear responsibilities, poor reward system, and lack of group cohesiveness, are responsible for organizational conflicts; with the consequential impact on employee job commitment, service quality, customer satisfaction and organizational performance, whereas outcomes generate influence on employee job satisfaction and job performance, thus creating turnover intentions and further generating organizational conflict. The research suggests a strengthened supportive mechanism from the human resource department and forestalling distrust among working groups, which will reduce the impact of work stressors on psychological states.
Keywords: customer satisfaction, employee performance, employee turnover, hotel industry,
Article info: 45-64
Received: February 2017 | Accepted: April 2017