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The effect of positive psychological capital and Organizational climate on service quality: The mediation role of work engagement of hotel service employees in Ratchaburi province

Author

Listed:
  • Jetlaksana Seneewong Na Ayutthaya

    (Srinakharinwirot University, Bangkok, Thailand)

  • Sudarat Tuntivivat

    (Srinakharinwirot University, Bangkok, Thailand)

  • Ujsara Prasertsin

    (Srinakharinwirot University, Bangkok, Thailand)

  • Victoriia Alekhina

    (Master Candidate, Keio University, Tokyo, Japan)

Abstract

Low work engagement has become a major challenge among hotel service employees in Thailand. This research explores the effect of positive psychological capital and organizational climate on service quality: the mediation role of work engagement of hotel service employees in Ratchaburi province. The mixed method research is employed through quantitative and qualitative approach to answer three research questions comprehensively. First, the quantitative method uses questionnaires to collect the data from 217 hotel service employees in Ratchaburi province. Then, qualitative method conducts focus group interview with 10 hotel service employees who have received an excellent service quality award in the past 2 years. The qualitative finding indicates that work engagement significantly influences service quality of hotel service employees in Ratchaburi province. Therefore, this study recommends observing further the work engagement of employees from different job functions in order to improve service quality for entire organization.

Suggested Citation

  • Jetlaksana Seneewong Na Ayutthaya & Sudarat Tuntivivat & Ujsara Prasertsin & Victoriia Alekhina, 2016. "The effect of positive psychological capital and Organizational climate on service quality: The mediation role of work engagement of hotel service employees in Ratchaburi province," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 2(4), pages 167-176.
    • Handle: RePEc:apb:jabsss:2016:p:167-176
    DOI: 10.20474/jabs-2.4.3
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    References listed on IDEAS

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    1. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
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    Cited by:

    1. Salman Bashir Memon & Shahrukh Baig Soomro & Santosh Kumar, 2018. "Assessing the work engagement, work practices and work performance in banks," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 4(3), pages 165-184.
    2. Igodo Ogbonnaya Eze, 2017. "Corporate governance mechanisms and earnings management in Nigerian food product companies," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(1), pages 1-9.
    3. Nishat Ameer, 2017. "Impact of Organizational Culture on Employee Performance and Organizational Citizenship Behavior (OCB)," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 3(5), pages 183-196.
    4. Benebou Djilali & Bouguesri Sarra & Bendiabdellah Abdesselem, 2016. "Proposal of a New Model for the Algerian Companies to Measure the Effect of Intellectual Capital on Organizational Performance," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 2(5), pages 129-142.
    5. Kuo-Pin Li* & Shieh-Liang Chen & Wen-Hong Chiu & Wen-Cheng Lu, 2019. "Strategies of Reduce Customer’s No-show Probability at Restaurants," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(1), pages 145-152, 01-2019.
    6. Hani Sakina Mohamad Yusof & Rudzi Munap & Muhammad Izwan Mohd Badrillah & Noor Raihan Ab Hamid & Romiza Md Khir, 2017. "The relationship between organizational culture and employee motivation as moderated by work attitude," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(1), pages 21-25.
    7. Hongwei Jiang & Chrystal Zhang & Gan Xiao & He Ren & Xi Chen, 2017. "An investigation of in flight service quality of Chinese carriers in Australia-China market," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(2), pages 77-89.
    8. Supaporn Prasongthan & Thitiya Chueaworawit & Pensiri Charoensuk, 2018. "Diverse Workforce in Hotel Industry: A Preliminary Study of What and Why," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 4(6), pages 267-276.
    9. Nyoman Indah Kusuma Dewi & I Gusti Agung Bagus Mataram & I Wayan Siwantara, 2017. "Validating a framework of the integration of Corporate Social Responsibility and Culture: The Case of Hotel Industry," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 2(1), pages 31-44.
    10. Sarah Salsabila Hartono, 2019. "The Effect of Expected and Perceived Service Quality on Customer Satisfaction: Optical Retail in Indonesia," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 5(4), pages 186-198.

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