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Sustainability 2019, 11(8), 2320; https://doi.org/10.3390/su11082320

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

Department of Hotel and Restaurant Management, National Pingtung University of Science and Technology, 1, Shuefu Road, Neipu, Pingtung 91201, Taiwan
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Received: 3 April 2019 / Revised: 12 April 2019 / Accepted: 14 April 2019 / Published: 17 April 2019
(This article belongs to the Special Issue Service Quality in Leisure and Tourism)
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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. View Full-Text
Keywords: work engagement; service quality; emotional labor; perceived organizational support; self-efficacy; deep acting; sustainability; hospitality; sustainable human resource management work engagement; service quality; emotional labor; perceived organizational support; self-efficacy; deep acting; sustainability; hospitality; sustainable human resource management
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Wang, C.-J.; Tseng, K.-J. Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement. Sustainability 2019, 11, 2320.

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