A Positive Mindset in the Service Industry towards Enhancing Employees’ Competencies, Confidence, Performance, English Proficiency and Customer Delight: A Case Study of The Montien Riverside Hotel Bangkok


  • Chaloemwut Ponsamritinan Assumption University
  • Rita Fields


competencies, confidence, performance, English proficiency, customer delight, Appreciative Inquiry (AI) concept and process


The hospitality industry has currently become one of the primary sources of revenues for Thailand (Saibag & Schwindt, 2002). Therefore, the main purpose of this action research was to design appropriate organizational development interventions for enhancing employees’ competencies, confidence, performance, English proficiency and customer delight for the focal company where its nature of business is in hospitality industry. The respondents were divided into two groups. The first group did not involve the Appreciative Inquiry (AI) concept and process while the second group did. Both groups responded on the domains of learning interventions through training package and human process intervention through dialogue with management. The interventions could generate positive effects on all variables as these variables were improved effectively and efficiently. Although the results were positive for both groups, group 2 had better results than group 1 because of the involvement in the AI concept and process.  The relationship between each variable could be explained a way in relation to the results of Structural Equation Modeling (SEM) analysis. The interventions could not generate any significant relationship between several variables for respondents in both groups. These variables were proficiency and confidence for both meeting and exceeding the expectation dimensions. Conversely, the interventions could generate a significant relationship between performance and customer delight for both groups of respondents on both dimensions that surveyed on customers; nevertheless, neither competencies nor proficiency had any direct effect or significant relationship with performance in light of confidence.


Keywords: competencies, confidence, performance, English proficiency, customer delight, Appreciative Inquiry (AI) concept and process



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