IKPAMII Isep Gospel
Department Of Marketing, Faculty of Administration and Management
Rivers State University Nkpolu-Oroworukwo, Port Harcourt
NWULU Chinyere Stella
Department Of Marketing, Faculty of Administration and Management
Rivers State University Nkpolu-Oroworukwo, Port Harcourt
AGBURUM Okechukwu
Department Of Marketing, Faculty of Administration and Management
Rivers State University Nkpolu-Oroworukwo, Port Harcourt.
Abstract
This study examined the correlation between service employee skills and resilience of restaurants in Rivers State. The study adopted a cross-sectional survey research design. The population of the study was 184 food restaurants in Rivers State. The sample size of the study was 123 restaurants. Structured questionnaire was used to collect primary data. Mean scores and standard deviation were used to answer research questions while hypotheses were tested using Pearson Product Moment Correlation at 0.05 level of significance. The analysis was facilitated by the use of Statistical Packages for Social Sciences (SPSS) version 25.0. The study found a strong, statistically significant relationships across all variables studied. Technical skills emerged as essential, showing very strong positive correlations with adaptability and agility of restaurants, highlighting their foundational role in operational resilience. Similarly, interpersonal skills were strongly linked to adaptability and agility, emphasizing their importance in maintaining service flow and staff responsiveness. The study concluded that service employee skills are key determinants of resilience of restaurant in Rivers State and recommends that managers that seek improved resilience should train staff to acquire or update their technical and interpersonal skills to enable them adjust to dynamic service conditions.
Keywords: Adaptability, agility, service employee skills, technical skills, resilience.