Designing Strength Based Work Life Balance Strategies to Enhance Service Quality: A Case Study of S.R. Residence Hotel Phetchabun, Thailand.


  • Chinnakrit Pongpanich Assumption University of Thailand
  • Maria Socorro (Marrisa) Fernando Lecturer and Associate Program Director, MMOD Graduate School of Business, Assumption University, Thailand


strength based, work life balance strategies, service quality, customer satisfaction.


Nowadays, every service business must compete with the customer satisfaction for their reputation and   success  in  business.  To   obtain more competitive advantage  and  better  performance  on employees  service  quality.   A company tries  to focus on  the  development of  personal work life balance  (attitude)  and motivation  to let employees  achieving their task successfully. This research study focuses on  employees  service quality based on service quality theory. Tangibles – physical facilities, equipment,  staff appearance,  etc. ,Reliability – ability to perform service dependably and accurately,   Responsiveness   –   willingness   to  help  and   respond  to  customer needs,  Assurance – ability of staff to inspire confidence and trust, Empathy – the extent to which caring individualized service is given. The purpose of this study was to examine the  impact of work life balance strategies on service quality at the S.R. Residence Hotel,  Phetchabun, Thailand. The researcher had conducted mix method research by questionnaires (quantitative) and focus group interviews (qualitative) by using appreciative inquiry (AI) to determined strength-based  work  life  balance  on service quality.  The questionnaires were distributed to a sample of 60 employees  and  40 customers  at the  S.R. Residence Hotel.  The Focus Group interview consisted of 4 group representatives from employees which are Top management, Manager, Low Experience and High Experience employees respectively. The quantitative data was analyzed by using Descriptive mean and standard deviation, Pearson Correlation, Multiple  Linear Regression from SPSS to examine and determine the initial impact of work life balance on enhancing service quality at the hotel and qualitative data are using Index of Item Objective Congruence (IOC) with inter coding methods on focus group interview answer to find out the common theme for each questions. The discussion from the research study will develop employee service quality at the S.R. Residence Hotel in the future.



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How to Cite

Pongpanich, C., & Fernando, M. S. (Marrisa). (2019). Designing Strength Based Work Life Balance Strategies to Enhance Service Quality: A Case Study of S.R. Residence Hotel Phetchabun, Thailand. ABAC ODI JOURNAL Vision. Action. Outcome, 6(2), 99-120. Retrieved from