Effects of selected positive resources on hospitality service quality: Themediating role of work engagement

Abstract

This paper aims to investigate the mediating role of work engagement for the effects of deep acting, perceived organizational support, 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.