Training That Sticks: Rethinking Kirkpatrick for Hotels

Abstract

The study aims to understand the adaptability of the Kirkpatrick model in assessing the effectiveness of learning and development programs in the context of Sri Lankan Hospitality industry. The study particularly investigates the extent to which the four levels of the Kirkpatrick model – 1. Reaction, 2. Learning, 3. Behavior, and 4. Results – are used in hotel industry learning and development programs and examine it’s applicability in this context. This conceptual paper is developed based on a theoretical review of prevailing literature on learning and development evaluation models, primarily centering on their use within the hospitality sector. By doing a comprehensive analysis on existing literature and case studies, the study critically examines how the Kirkpatrick model can be adapted or improved to be used in satisfying specific needs of hospitality sector in Sri Lanka. The findings of the study suggest that while Kirkpatrick model remain dominant in learning and development function in Human Resource Management, the model might not completely capture the unique challenges and outcomes particularly in the study context which is hospitality industry. The existing literature suggests that additional metrics related to service quality, customer satisfaction, and organizational performance must be included to fully evaluate learning and development program effectiveness in this sector. The findings of the study intend to offer practical implications as to how to improve the Kirkpatrick model in ensuring a more comprehensive evaluation of learning and development programs outcomes. Integration of customer satisfaction metric and linking behavioral changes more closely with key performance indicators (KPI) which are relevant to hospitality operations. Recommendations include integrating customer satisfaction metrics and linking behavioral changes more closely with key performance indicators relevant to hospitality operations.