Measuring service quality perceptions of hotel management institutes on hotel recruiters' hiring intentions: effect of sacrifice, satisfaction and service value

This study examined how service quality by institutes of hospitality management (IHM) in India affected hotel recruiters' behavioral intentions of returning to campus for sustained recruitment activities. It further examined the underlying mechanisms of service value perceived by hotel recruiters, affected by the sacrifice made by hotel recruiters, as well as the satisfaction of hotel recruiters with IHM service quality and their behavioral intentions. A sample of 132 hotel recruiters from four international and domestic hotel organizations in India participated in a survey. Outcomes of structural equation modeling revealed that service quality, service value, and satisfaction were all predictors of behavioral intentions of the hotel recruiters. Sacrifice of hotel recruiters positively influenced their service value; service value perceived by hotel recruiters and their satisfaction were positively impacted by service quality; satisfaction and service value were the significant underlying mechanisms between service quality and behavioral intentions; and the relationship between service value and satisfaction was insignificant. These findings emphasize that IHMs improve performance by developing effective administrative policies and procedures that enhance the hiring intentions of hotel recruiters and in turn can elevate the reputation of the institutions with closely aligned academia-industry collaborations to achieve the sustainable development goals related to quality education.