Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement

Abstract

This paper aims to investigate the mediating role of work engagement for the effects of deep acting, S, and self-efficacy on service quality under the conservation of resources (COR) theory and the job demands–resources (JD-R) model. Questionnaires were rigorously distributed by stratified random sampling. Data were collected from hospitality frontline employees (HFLEs) of hotels and restaurants in Taiwan during a period of two months. Structural equation modeling analyses were conducted to assess the data. Empirical results demonstrated work engagement is a significant mediator, enriching the antecedents and consequences of work engagement in hospitality literature. The findings suggest hospitality practitioners should consider a high-performance work system (HPWS) as an employee management tactic to implement sustainable human resource management (HRM). This practice can augment hospitality frontline employees’ willingness to stay in organizations in the long term and to maintain a satisfying service quality.

Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)

“…Thus, physical attraction is effective for the formation of customers' positive feelings and experiences. Lastly, adaptive behavior refers to the degree to which individual customers feel about others' behaviors in a service environment [8]. This is a reaction formed based on the essence of the role theory representing the importance of individual actions [10,33].…”

“…Therefore, this study contributes to identifying the factors that affect airport user satisfaction in the service atmosphere, and also provides implications that can be leveraged to enhance business sustainability. Appropriate service environments and personnel are beneficial to the sustainability of successful airport businesses [8]. In addition, this study represents the first research to extend the concept of physical servicescapes and social servicescape in the context of the airport.…”

Moderating Effects of the Timing of Reward Determination and Performance Standards between Rewards and Self-Efficacy for Sustainable Intrinsic Motivation

“…This is an important factor because it is highly associated with various positive factors of organizational sustainability. Self-efficacy has been found to increase performance [37,38], job satisfaction [39,40], career commitment [41], OCB [42], work engagement [43], and affective commitment, as well as decrease turnover intention [44], stress, and burnout [45].…”

Workplace Incivility and Work Engagement: The Chain Mediating Effects of Perceived Insider Status, Affective Organizational Commitment and Organizational Identification

“…Although previous studies have paid attention to WPI in the education industry, few researches have conducted on the negative impacts of WPI on faculty members in private universities, or the chain mediating roles of PIS, AC, and OID. Previous researches on work engagement have made it an independent variable (Olugbade and Karatepe 2018), or an intermediary variable (Wang and Tseng 2019;Santos et al 2016), or a dependent variable (Els et al 2016). However, most of the research focuses on other areas (Olugbade and Karatepe 2018;Wang and Tseng 2019;Els et al 2016;Ancarani et al 2017;Alessandro et al 2018), less on private universities.…”