Abstract
This study evaluated human relation principles used in the hospitality industries in Umuahia metropolis. Specifically, the work identified the various human relation principle used in the hospitality establishment in the study area, ascertained the level of acceptability of identified human relation principle by the staff and guest of hospitality establishment in the study area and determined the way of improving human relation principle in the study area for sustainability of the hospitality establishment in the study area. The study was guided by three research question and one hypothesis. The population of the study the Umuahia north and south hostels and their guests with the total population of 3600 in which Taro Yamane was used to determine the sample size of 360 used for the study. The data was collected using questionnaires, the data collected through the aid of questionnaires was analysed using frequency table and simple percentage and hypothesis in the study, were tested statistically using the Regression and Correlation. The study shows that human relation principle has significant relationship on the performance of hospitality industries, base on the findings recommendation were made.
TABLE
OF CONTENTS
Title
page - - - - - - - - - - i
Certification
- - - - - - - - - - ii
Approval
Page - - - - - - - - - - iii
Dedication
- - - - - - - - - - - iv
Acknowledgements
- - - - - - - - - v
CHAPTER ONE
1.0 INTRODUCTION - - - - - - - - 1
1.1 Background to the Study - - - - - - - 1
1.2 Statement of the Problem - - - - - - - 2
1.3 Objectives of the Study - - - - - - - 3
1.4
Research
Question - - - - - - - - 3
1.5 Hypothesis - - - - - - - - - 3
1.6 Significance of the
Study - - - - - - - 4
1.7 Scope of Study - - - - - - - - 4
CHAPTER
TWO
2.0
LITERATURE REVIEW - - - - - - - 5
2.1 Conceptual
Framework - - - - - - - 5
2.1.1 Human Relations - - - - - - - - 5
2.1.2 Evaluation of Human
Relations Study - - - - - 6
2.2
Theoretical Framework - - - - - - - 10
2.2.1 Industrial
Relations in Hotels and Restaurants - - - 10
2.2.2 Many Kinds of Human Relations - - - - - 12
2.2.3 Social Structure and Social Interactions - - - - 14
2.2.4 Human Relations - - - - - - - - 14
2.3 Empirical Framework - - - - - - - - 18
CHAPTER THREE
3.0
RESEARCH METHODOLOGY - - - - - 21
3.1 Area of Study - - - - - - - - - 21
3.1 Research Design - - - - - - - - 21
3.2 Population for the Study - - - - - - - 22
3.3 Sample and Sampling Techniques - - - - - - 22
3.3.1
Sample Size - - - - - - - - - 23
3.4 Instrument for Data Collection - - - - - - 24
3.5 Validation of
Instrument - - - - - - - 24
3.6 Reliability of the
Instrument - - - - - - 35
3.7 Data Collection Techniques - - - - - - - 25
3.8 Data Analysis - - - - - - - - - 26
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS - - - - 28
4.1
Data Presentation - - - - - - - - 28
4.2 Data Analysis - - - - - - - - - 28
4.3
Hypothesis Testing - - - - - - - - 37
4.4
Major Finding - - - - - - - - - 39
4.4.1
Discussion of Finding - - - - - - - 39
CHAPTER FIVE
5.0
SUMMARY, CONCLUSION AND RECOMMENDATION - 44
5.1 Summary - - - - - - - - - 44
5.1.1 Restatement of the Problem - - - - - - 44
5.1.2
Description of Procedures - - - - - - 45
5.1.3
Major Finding - - - - - - - - 45
5.2
Conclusion - - - - - - - - - 45
5.3
Recommendation - - - - - - - - 46
Reference
- - - - - - - - - - 49
Appendix I - - - - - - - - - - 51
CHAPTER
ONE
INTRODUCTION
1.1
Background to the Study
In hospitality industry, one of the marketing strategies
used is the principles of human relation. The concept of human relations is
used today in organizations to denote a systematic body of knowledge devoted to
explaining the behaviour of man in relations to task performance in
organization. Onasanya (2000) defines human relations as the relationship
between one person and another and a group of people within a community whether
at work or social gathering. He went further to state that good human relations
between executives and other staff will leads to an understanding which can
generate cooperation and hence attainment of organizational productivity. The
executive and subordinate staff will have to maintain sound relationship with
people at different levels.
According to Hicks and Byers (2002), human relations is an integration of
people into work situation in a way that motivates them to work together
productively, cooperatively and with economic, psychological and social satisfaction.
Human relations in the view of Harding (2006) is an
existing aspect of workers meeting new people of all kind, such meeting will
broaden their own horizon and hopefully other people derive pleasure from
meeting them. Jones et’ al (2005) asserts that Human relations movement
advocates the idea that supervisors are behaviourally trained to manage
subordinates in ways that elicit their cooperation and increase their
productivity.
Hospitality industry is a broad category of fields within
the service
industry that
includes lodging, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry (Merriam Webster Dictionary). The hospitality
industry is a multibillion-dollar industry that depends on the availability of
leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or an
amusement park consists of multiple groups such as facility maintenance and
direct operations (servers, housekeepers,
porters, kitchen workers, bartenders, management, marketing, and human
resources etc.) (Merriam Webster Dictionary).
A principle
is a law or rule that has
to be, or usually is to be followed, or can be desirably followed, or is an
inevitable consequence of something, such as the laws observed in nature or the
way that a system is constructed. The principles of such a system are
understood by its users as the essential characteristics of the system, or
reflecting system's designed purpose, and the effective operation or use of
which would be impossible if any one of the principles was to be ignored (Alpa, 1994).
This project work is no evaluation of the human
relation principles used in hospitality industry, identified the various human
relation principles used in hospitality establishment and determine the way
human relation principle could be improved for the sustainability of
hospitality establishment.
1.2 Statement of the Problem
Human relation have a numerous problem on its
effectiveness of the managers of an organization, the top executives upgraded
themselves on the impossibilities of making decisions with the low level
employees. The manager can be looked upon as a vital
link in an organization, an image makers, more that than that, manager is
expected to carry out nearly a thousand different activities in assisting the
executives (Wikdall 1958). The inability of some manager to meet up with these
expectations has brought frustration to their bosses. This has equally raised
quarrels between the manager and boss, other employees, customers and the
public of which the reason might be lack of interpersonal/human relations
skills and acceptance of human relation. This might results from the
defectiveness of the hotel culture and
the manager being the nerve centre of the organization requires
interpersonal/human relations skills to function effectively. More often than
not, these interpersonal/human relations are not found in the some managers.
These among others necessitate the need for this research work
1.3
Objectives of the Study
The
main objective of the study is to evaluate human relation principles used in
hospitality industries in Umuahia.
Specifically the work
i.
Identified the various human relation principles
used in hospitality establishment in the study area.
ii.
Ascertained the level of acceptability of
the identified human relation by the staff and guest in the study area.
iii.
Determine the way human relation principle
could be improved for the sustainability of hospitality establishment in the
study area
1.4 Research Question
2 What
are the various human relation principles used in hospitality establishment?
3 What
is the level of acceptability of human relation by the staff and guest?
4 In
what way can human relation principle be improved for the sustainability of hospitality establishment?
1.5 Hypothesis
Ho1:
Human relation principles have no significant
relationship on the performance of hospitality industries.
1.6 Significance of the Study
This work is basically on the
evaluation of human relation principle in hospitality industries. The finding
of this work will be usefully to the management and staff of hospitality
industries. Above all, this study will serve as an addition to existing
literature on the topic it is expected that researches will find the
recommendations of this work useful in conducting further research, it will
also saved as an aid to other people who may want to carry out a research on
the same topic. Above all this work will help the hospitality management to
accept and apply the various human relation principles in the hospitality
establishment in order to improved sustainability.
1.7 Scope of Study
This work is limited to Umuahia, the work is aimed to
evaluate the human relation principle in hospitality industries In Umuahia.
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