Abstract

Drawing upon the Social Learning theory, this article investigates the relationship between work-based learning climate and customer perception about service quality using employee job satisfaction. Data were collected from Jordan’s nine five-star hotels. A structured questionnaire was provided to 400 employees. This measured the work-based learning climate and job satisfaction, and another 400 questionnaires were provided to hotel customers to measure their perception about service quality. Structural Equation Modeling (SEM) was conducted to examine the potential relationship between the research variables. A positive relationship was found among work-based learning climate, job satisfaction, and customer perception about service quality. Most importantly, employee job satisfaction played a mediating role between work-based learning climate and customer perception. The findings are remarkable and original because these variables were examined for the first time in the context of this article. Management must pay more attention to employee satisfaction because it greatly affects customer perception about service quality, positively influencing the overall performance of hotels.