To read the full version of this content please select one of the options below:

Does hotel employees’ quality of work life mediate the effect of psychological capital on job outcomes?

Taegoo (Terry) Kim (College of Hotel and Tourism, Kyung Hee University, Soeul, South Korea)
Osman M. Karatepe (Faculty of Tourism, Eastern Mediterranean University, Gazimagusa, Turkey)
Gyehee Lee (College of Hotel and Tourism, Kyung Hee University, Soeul, South Korea)
Seungjae Lee (College of Hotel and Tourism, Kyung Hee University, Soeul, South Korea)
Kyungsuk Hur (College of Hotel and Tourism, Kyung Hee University, Soeul, South Korea)
Cui Xijing (College of Hotel and Tourism, Kyung Hee University, Soeul, South Korea)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 12 June 2017

Abstract

Purpose

This study aims to investigate quality of work life (QWL) as a partial mediator of the impact of psychological capital (PsyCap) on service recovery performance (SRP) and turnover intentions (TI).

Design/methodology/approach

Data were obtained from 288 frontline employees in ten five-star hotels with a one-month time lag in three waves in Busan, Korea. Structural equation modeling was used to assess the direct and mediating effects.

Findings

As expected, PsyCap heightens QWL and SRP, while it reduces propensity to leave the current organization. QWL partially mediates the association between PsyCap and the two critical outcomes.

Practical Implications

Management of hotels should recognize the importance of PsyCap and assess candidates’ PsyCap during selection process. Using the PsyCap questionnaire, organizations can select candidates who possess positive personal resources. In addition, hotels may consider the assessment of frontline employees’ PsyCap to ascertain which employees can succeed in challenging situations. It is also important to create a healthy and happy environment where employees are willing to be more productive and contribute more to organizational performance.

Originality/value

The extant hospitality research is devoid of empirical evidence about the outcomes of PsyCap and QWL such as SRP.

Keywords

Citation

Kim, T.(T)., Karatepe, O.M., Lee, G., Lee, S., Hur, K. and Xijing, C. (2017), "Does hotel employees’ quality of work life mediate the effect of psychological capital on job outcomes?", International Journal of Contemporary Hospitality Management, Vol. 29 No. 6, pp. 1638-1657. https://doi.org/10.1108/IJCHM-04-2016-0224

Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited