Title: Sequels of HRM praxes on service quality of employees in boutique hotels: a Thailand perspective

Authors: Sorasak Tangthong; Vazeerjan Begum

Addresses: Faculty of Administration and Management, King Mongut's Institute of Technology at Ladkabang, Bangkok 10520, Thailand ' Department of Management, School of Business, American University of Ras Al Khaimah, P.O. Box 10021, UAE

Abstract: This research investigates the determining outcomes of personnel management practices on employee service quality in Thailand's chained-brand hotels located in Bangkok. The hypotheses developed for this study are to discover the affirmative and dissenting associations between the personnel systems, facilitating factors and quality of service impact on the performance of the employees in the organisations. Overall 450 respondents at the top managerial positions were interviewed and the data collected was statistically analysed using Social Package for the Social Sciences AMOS. The outcome of the analysis reflects that the personnel have no direct association with the service quality of the employee as a part of the employee performance. But they have an indirect relationship, meaning employee service quality cannot be determined solely by the use of HRM practices. Motivation of the employee has the strongest effect on the employee performance compared to the other four facilitating factors in this study.

Keywords: HRM practices; employee service quality; Thailand's chained-brand hotels.

DOI: 10.1504/JGBA.2018.097189

Journal for Global Business Advancement, 2018 Vol.11 No.4, pp.441 - 464

Received: 03 Oct 2018
Accepted: 03 Oct 2018
Published online: 02 Jan 2019 *

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