A Causal Model of Factors Affecting Good Organizational Membership and Performance of Front-Line Service Employees in 4-5 Star Hotels in Thailand
Article Sidebar
Main Article Content
Abstract
The objectives of this research were: (1) To study the factors affecting organizational citizenship and performance of front desk staff in 4-5 star hotels in Thailand. (2) To study the path and magnitude of the influence of work-life balance and human resource management on performance of front desk staff in 4-5 star hotels through organizational citizenship behavior. (3) To develop a causal model of the factors affecting organizational citizenship and performance of front desk staff in 4-5 star hotels in Thailand. The sample group used in the study was 400 front desk staff of 4-5 star hotels in Thailand. The researcher determined the number of parameters to be estimated by setting the ratio of sampling units to the number of parameters (or variables) to 20 to 1. A questionnaire was used as the data collection tool. The data obtained from the research were analyzed using statistical methods, including frequency analysis, percentage, mean, standard deviation, confirmatory factor analysis, and structural equation model analysis. The results of the study revealed that the causal model of factors affecting organizational citizenship and performance of front-line service personnel in hotels in Thailand was consistent with the empirical data, with the following fit index values: CMIN/df = 2.841, CFI = 0.945, IFI = 0.942, and RMR = 0.036. The factors that directly influenced performance were (1) work-life balance (β = 0.62, p < 0.05), (2) human resource management (β = 0.54, p < 0.05), and (3) organizational citizenship behavior (β = 0.48, p < 0.05).
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
1. กองบรรณาธิการสงวนสิทธิ์ในการพิจารณาและตัดสินการตีพิมพ์บทความในวารสาร
2. บทความทุกเรื่องจะได้รับการตรวจสอบทางวิชาการโดยผู้ทรงคุณวุฒิ แต่ข้อความและเนื้อหาในบทความที่ตีพิมพ์เป็นความรับผิดชอบของผู้เขียนแต่เพียงผู้เดียว มิใช่ความคิดเห็นและความรับผิดชอบของมหาวิทยาลัยศรีปทุม
3. การคัดลอกอ้างอิงต้องดำเนินการตามการปฏิบัติในหมู่นักวิชาการโดยทั่วไป และสอดคล้องกับกฎหมายที่เกี่ยวข้อง
References
Agarwal, P. (2021). Shattered but smiling: Human resource management and the wellbeing of hotel employees during COVID‑19. International Journal of Hospitality Management, 93, Article 102765. https://doi.org/10.1016/j.ijhm.2020.102765
Areeya, C. (2020). The development of Vinh City and its connectivity within Vietnam and ASEAN. Thesis of the Degree of Master of Liberal Arts. Bangkok: Thammasat University. (in Thai)
Aslani, F., and Fayyazi, M. (2015). The impact of work-life balance on employees' job satisfaction and turnover intention: the moderating role of continuance commitment. International Letters of Social and Humanistic Sciences, 51, 33-41. https://doi.org/10.18052/www.scipress.com/ILSHS.51.33
Hurley, R., and Estelami, H. (1998). Alternative indexes for monitoring customer perception of service quality: A comparative evaluation in a retail context. Journal of the Academy of Marketing Science, 26(3), 209–221. https://doi.org/10.1177/0092070398263003
Kantvorarat, W. (2012). Front office staff service quality assessment of boutique hotel: A case study of Shanghai Mansion. Journal of Cultural Approach, 15(27), 3–15. (in Thai)
krungsri.com. (2022). Business/Industry Trends 2019-2021: Hotel Business. [Online]. Retrieved from: https://www.krungsri.com/th/research/industry/industry-outlook/services/hotels/io/hotel-2022-2024
Laohanan, S. (2013). Organizational development. 2nd ed. Bangkok: DD Bookstore. (in Thai)
Lindeman, R. H., Merenda, P. F., and Gold, R. Z. (1980). Introduction to bivariate and multivariate analysis. Glenview, IL: Scott, Foresman and Company.
Mahmood, R. (2022). Importance of human resources for development of employees. University of Europe for Applied Sciences. [Online]. Retrieved from: https://www.researchgate.net/publication/366177647
Malik, N. (2013). Organizations should maintain employee’s work-life balance. Journal of Economics, Finance and Management Studies, 6(8), 3793–3800. https://doi.org/10.47191/jefms/v6-i8-29
National Tourism Policy Board. (2022). Tourism Development Plan No. 3 (2023-2027). Ministry of Sports Tourism.
Phithaktham, P. (2016). Employee performance competencies: A case study of Column Bangkok Hotel. Thesis of the Degree of Master of Arts in Organizational Management. Bangkok: Krirk University. (in Thai)
Pongkwan, K. (2015). Work life quality, best practices, and work motivation affecting employee organizational commitment at a Thai commercial bank in Bangkok. Independent study of the Degree of Master of Business Administration. Pathum Thani: Bangkok University. (in Thai)
Rao, T. S. S. (2010). Work, family or personal life: Why not all three? Indian Journal of Psychiatry, 52(4), 295–297. https://doi.org/10.4103/0019-5545.74301
Rasheed, M. N., and Siddiqui, D. A. (2023). Impact of organizational citizenship behavior on employee engagement and empowerment: A mediatory role of job self-efficacy. [Online]. Retrieved from: https://doi.org/10.2139/ssrn.4432249
SamanphitakWong, N. (2020). The relationship between key performance competencies of employees: A case study of hotels in Hat Yai District, Songkhla Province. Thesis of the Degree of Master of Service Science. Bangkok: Ramkhamhaeng University. (in Thai)
Semaojai, C. (2014). Consumer behavior. Bangkok: Cedia Education. (in Thai)
Sheppard, G. (2016). Work-life balance programs to improve employee performance. Doctoral dissertation, Walden University: ProQuest Dissertations Publishing.
Supasateer, P. (2012). The relationship between leadership and good member behavior of employees in organizations: A case study of Fire trade Engineering Co., Ltd. and its affiliated group companies. Independent study of the Degree of Master of Science. Bangkok: Sripatum University. (in Thai)
Shagvaliyeva, S. (2014). Impact of flexible working hours on work-life balance. American Journal of Industrial and Business Management, 4(1), 20–23. https://doi.org/10.4236/ajibm.2014.41005
Thamphitak, Y. (2016). Factors affecting the development of hotel employee competencies in the ASEAN Economic Community. Thesis of the Degree of Master Program. Pathum Thani: Rajamangala University of Technology Thanyaburi. (in Thai)
Vo, T. T. D. (2022). Work motivation: The roles of individual needs and social conditions. Behavioral Sciences, 12(2), 49. https://doi.org/10.3390/bs12020049
Wongchotikulkai, T. (2016). Human resource competency development model for small and medium-sized hotels in Muang District, Khon Kaen Province. Thesis of the Degree of Master Program. Khon Kaen: Khon Kaen University. (in Thai)
