Thesis
Using positive psychology to increase service quality and reduce employee turnover within the Australian hotel industry : examining the roles of employee empowerment, psychological capital and employee engagement
Southern Cross University
Southern Cross University
2020
DOI:
https://doi.org/10.25918/thesis.44
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Abstract
This research examines the impact that employee empowerment, psychological capital, and employee engagement have on the delivery of service quality and employee turnover intentions of frontline staff from four and five-star Australian hotels and resorts. Quantitative empirical evidence was collected via a cross-sectional, survey-based approach. This research is the first study, globally, to demonstrate that employee engagement acts as a mediating variable in the relationship between employee empowerment and service quality. Further, a new employee perceived service quality measurement instrument was developed. Several presented findings contribute to the academia while also providing business practitioners with valuable new insights.
Details
- Title
- Using positive psychology to increase service quality and reduce employee turnover within the Australian hotel industry : examining the roles of employee empowerment, psychological capital and employee engagement
- Creators
- Neil Alexander Jenkins
- Contributors
- Silvia Nelson (Supervisor) - Southern Cross UniversityYvonne Brunetto (Supervisor) - Southern Cross University
- Awarding Institution
- Southern Cross University; DBA
- Theses
- Southern Cross University
- Publisher
- Southern Cross University
- Number of pages
- ix, 215
- Identifiers
- 991012870000102368
- Copyright
- © NA Jenkins 2020
- Academic Unit
- School of Business and Tourism; Management; Faculty of Business, Law and Arts
- Resource Type
- Thesis