The Effects of Human Resource Management Practices on Employee Service Quality in Thailand’s Chained-Brand Hotels
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 3
Abstract
This research investigates the determining effects of human resource management (HRM) practices on employee service quality in Thailand’s chained-brand hotels located in Bangkok, Thailand. Eleven hypotheses have been developed that point to possible positive and negative relationships between HRM practices, mediating variables and employee service quality as employee performance. A total of 450 managers, consisting of top management, HR leader, and Line Hotel Operation manager that include Restaurant manager, Engineering & Service Maintenance manager, Executive Chef were examined and then empirically tested using SPSS AMOS for Path Analysis. The results show that HRM practices have no direct relationship with Employee service quality as employee performance. But they have an indirect association, meaning employee service quality cannot be determined solely by the use of HRM practices. Out of the five mediating variables in this study, the one that has the most substantial effect on employee performance is employee motivation.
Authors and Affiliations
Sorasak Tangthong, Hamid Agahi
Keywords
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- EP ID EP410071
- DOI 10.9790/487X-2003095671.
- Views 101
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