With the high level of importance placed on service delivery and the elevated turnover rate experienced in the hotel industry, this study was conducted to explore the influences of perceived transformational leadership on the cross-cultural psychological capital and turnover intentions of frontline employees working in four- and five-star hotels in Sabah, Malaysia. Data were collected from 162 frontline employees using the purposive sampling method. Partial least squares structural equation modeling (PLS-SEM) was performed to test the hypothesized relationships. The findings clearly demonstrate that transformational leadership positively affects cross-cultural psychological capital and negatively influences turnover intention. Cross-cultural psychological capital, on the other hand, has no substantial link with turnover intention and does not act as a mediator between transformative leadership and turnover intention. This study extends the hospitality literature by offering a new conceptual model representing the perceptions of frontline employees toward transformational leadership and cross-cultural psychological capital that influence the turnover intention of these employees based on the job demands–resources and conservation of resources theories. These findings have implications for the advancement of transformational leadership and cross-cultural psychological capital toward a sustainable approach to reducing employee turnover in the hotel industry.
Cultural intelligence (CQ) and psychological capital (PsyCap) are two critical characteristics that can be leveraged to develop dynamic hotel frontline employees capable of sustaining service excellence. While both the hotel industry and researchers have followed this trend, there are few studies in the research setting that delve into this relationship. This study examines the effects of cultural intelligence on service quality with psychological capital serving as a mediating variable. To confirm the proposed hypotheses, this study collects 300 questionnaires from four- and five-star hotels. For quantitative analysis, partial least squares structural equation modelling was used. The findings revealed that PsyCap is favorably associated with three components of CQ (metacognitive, motivational, and behavioral elements). Simultaneously, the CQ cognitive and behavioral elements were found to be positively related with service quality (SQ). These findings offer hotel managers practical guidance on how to evaluate critical internal resources and capabilities as a source to implementing and sustaining human resource practices.
This research aims to investigate brand awareness during the COVID-19 pandemic in the Malaysian hotel industry. It specifically focuses on how brand awareness among Malaysian consumers during the COVID-19 pandemic is influenced by customer engagement and perceived quality. The population of the research consists of the customers who have patronised any hotels in Malaysia. In this research, quantitative method has been used and research data has been obtained via online questionnaires shared on social media. Convenience sampling method was applied and a total of 211 questionnaires were collected. To test the hypotheses, the social science statistical package (SPSS) version 27 was used. The findings clearly demonstrated that brand awareness among Malaysian customers during the COVID-19 pandemic is positively influenced by perceived quality and customer engagement. This study extends the limited literature on hospitality in the Malaysian hotel industry. Additionally, these findings have implications for improving customer engagement, perceived quality, and brand awareness in order to retain customers and gain a competitive advantage.
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