Abstract

Service plays a crucial role in the developed countries, and is a growing economic driver in developing countries. Since it offers more work opportunities than product based commodities, the service sector has been taken seriously for the past 30 years. The tourism industry in Malaysia is in the developing process and the service sector is the key driver towards its growth. The main focus of this study is to look at the hotel industry which is within the tourism industry that faces a major problem of employee turnover. In a much smaller scope; the focus would be on employee turnover in the kitchen department which had not been explored quite significantly. The study would attempt to discover aspects which actually perceived by the employees as important for them to retain employment in the kitchen.

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