Mediating effect of Transfer of Training (ToT) towards training and service quality in Malaysian hotels: A conceptual paper

This conceptual paper proposes that the training program as a practices that should be conducted by organization, especially for service organization such as hotel. This is because hotel is a place for customer to receive service, thus, front line employee are identified to give excellent service to customer. Hence, the participation in training program can enhance knowledge, skills, and attitude of employee. Transfer of training also expected to occurs between the relationship of training and service quality. The occurrences of transfer are the results from high quality service delivered by employee, which also reflects the successful training program had been done. This study will involve front line employees from 20 hotels including four-star hotels and five-star hotels that work at the front office department. Front line employees will assess their own service delivery to determine the quality as good or bad.