Psychological capital and social capital: Resilience building in the post-pandemic hotel industry in Malaysia

Abstract

The post-pandemic economic uncertainty has profoundly affected the hotel sector, which was among the earliest casualties and continues to grapple with protracted recovery hurdles. This turmoil has taken a toll on the mental, emotional, and physical well-being of both current and former hotel workers, exacerbating employability issues in the broader tourism industry. This study, involving 36 participants (20 former hotel employees who left during the pandemic and 16 who remained employed), utilized interviews and thematic analysis to explore the role of Psychological Capital (PsyCap) components in the lives of these workers. The findings highlight the significance of enhancing employees’ PsyCap to bolster their mental well-being, enabling them to navigate adversities, particularly in the post-pandemic era. Moreover, the study emphasizes the role of Social Capital in reinforcing and sustaining employees’ PsyCap during crises, ultimately fostering organizational commitment. These results carry important implications for hotel organizations. To address pandemic-induced challenges, these entities should prioritize creating a supportive work environment that encourages employee retention during and beyond the pandemic. These measures can enhance organizational resilience and provide a competitive edge in addressing post-pandemic workforce challenges.