ORGANIZATIONAL SYSTEMS ORIENTATION AND ORGANIZATIONAL CULTURE ORIENTATION IN THE MALAYSIAN HOTEL ORGANIZATIONS

The hotel organization is a service organization whose effectiveness depends on the delivery of quality service. The quality of human resources determines the consistency and level of service excellence provided. The organizational systems, both at the back and front of the house, must support the uncertainties surrounding most service jobs and the organizational culture must accommodate employees' needs. Therefore, the objectives of the research were to examine the relationships between the organizational systems orientation and the organizational culture orientation in the Malaysian hotel organizations, and to determine if there was a relationship then would it result in better performance as measured in turnover rates of the hotels' front line employees. The findings indicated there were an average or above-average fit between the two variables in a majority of the hotels examined. However, in comparing the extent of relationships between the organizational systems-culture orientations with the turnover rates, the proposition can be partially accepted since alignment was found in only 30% of the cases.