THE INFLUENCE OF EMPLOYEES’ ATTITUDES ON ORGANIZATIONAL PRODUCTIVITY. A CASE OF SELECTED HOTELS IN BAMENDA, NORTH-WEST REGION CAMEROON
By Nchang Pascaline Angu Njilele | Department of Business and Management Studies | Strategic Human Resource Management
The study was conducted to investigate the influence employees’ attitudes has on organizational productivity in MAWA, BLUE PEARL and AZAM hotel in Bamenda, North-West Region of Cameroon. The researcher set objectives in this study which are; to examine customers perception of employees’ attitudes in the selected hotels, to investigate the relationship between observed attitudes and organizational output/returns in the hotels and, to identify the factors that account for negative attitudes of employees’ in these selected hotels. The mixed methodology of quantitative and qualitative research approaches was adopted for the study with a descriptive survey design. 75 staff were carefully selected from the three hotels using the purposive sampling technique. 18 customers also participated in this research. Only workers who had been in these hotels for a period of five years (2011-2015) and know how it operates were selected for the study. Questionnaires, an interview, and content analysis were used to elicit evidence from the sample. Data obtained was analyzed using Micro soft excel tools, percentages and charts in line with the objectives of the study. In the findings, it was revealed by employees that they exhibit both negative and positive attitudes depending on the situation in which they found themselves. While the customers involved in the study reported to have experienced more negative than positive attitudes by employees’ in the various hotels. Management response to the interviews indicated that both positive and negative attitudes were exhibited in the hotels with the negative ones prevailing most of the time. It was identified that employee’s performance drops when negative attitudes are exhibited which results to a decline in productivity while positive employees’ attitudes increases performance which influences organizational productivity positively. In order to address the negative attitudes in these hotels and improve on the positive ones, the researcher therefore recommends motivation of employees, appraisal methods, conducting attitude assessment test and a careful evaluation of attitudes when hiring new employees as possible solutions.
Keywords: Attitudes, Employees, Productivity, Customer satisfaction.