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

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.