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

Chinnakrit Pongpanich, Maria Socorro (Marrisa) Fernando

Abstract


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.

 


Keywords


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

Full Text:

PDF

References


Akanji (2017). A Case Analysis on the Adequacy of Work-Life Balance Practices in UK Small- and Medium-Sized Enterprises. Entrepreneurial Business and Economics Review, 5(3), 199-213.

Brough, Holt, Bauld, Biggs, and Ryan (2008). The ability of work-life balance policies to influence key social/organisational issues. Asia Pacific Journal of Human Resources, Vol 46, No. 3, pp: 261-274.

Beauregard, Alexandra, and Lesley (2009). Making the link between work-life balance practices and organizational performance. Human Resource Management Review. 19(1), 9-22.

Cooperrider and Whitney (2012), A Positive Revolution in Change: Appreciative Inquiry. Research Gate.

Carrillat, Jaramillo, and Mulki (2007). The Validity of the SERVQUAL and SERVPERF Scales. AMeta-Analytic View of 17 Years of Research across Five Continents. International Journal of Service Industry Management, 18(5), 472-490.

Crotty (2013). Unleashing a Passion for Customer Experience through Appreciative Inquiry. Quality Genesis HealthCare – NE Division. Retrieved From https://www.hcanj.org/files/2013 / 10/Customer-Satisfaction-Survey-Part-1.pdf

Devi, D-Sa, and Swathi(2018). Work Life Balance: A Tool for Quality Service. A Study with

Reference to Women Police Based in Banagalore City. JIGNASA International Journal of Commerce & Management.

Darcy, McCarthy, Hill, and Grady (2012). Work–life balance: One size fits all? An exploratory analysis of the differential effects of career stage. European Management Journal, Volume 30, Issue 2, April 2012, Pages 111-120.

Feinberg (2018). Breaking New Ground: Supporting Employed Family Caregivers with

Workplace Leave Policies. AARP Public Policy Institute, Issues 136, September 2018.

Frone and Yardley (1996) Workplace Family - Supportive programmes: Predictors of employed parents’ importance ratings. Journal of Occupational and Organizational Psychology, 69(4), 351-356.

Guest (2002). Perspectives on the Study of Work-Life Balance. Social Science Journal Information, 2002 41: 255. Retrieved from http://ssi.sagepub.com/ Greenhaus, Collins, and Shaw (2003). The relation between work-family balance and quality of life. Journal of Vocational Behavior, 63(3), 510-531.

Hagelstam (2017), Wellbeing at work, workplace health promotion and employee productivity, A case study of sales representatives, ARCADA.

Haara, Russo, Suñe, and Ollier-Malaterre (2014). Outcomes of work–life balance on job satisfaction, life satisfaction and mental health: A study across seven cultures. Journal of Vocational Behavior, Volume 85, Issue 3, December 2014, Pages 361-373.

Jiang, Klein, and Saunders (2010). Discrepancy Theory Models of Satisfaction In Is Research. Department of Management, University of Central Florida.

Jungert (2012). The Meaning Of Support From Co-Workers And Managers In Teams When Working. (FOG-Report no 72). Linköping: Department of Behavioural Sciences and Learning (IBL), Linköping University.

Karuppasamy and Viswanath (2014). Work Life Balance Strategies for 21st Century. Nehru Institute of Technology Kalipuram, Coimbatore Research Scholar & Asst. Professor. Park Global School of Business Excellence Kaniyur Tirmalayampalayam Coimbatore.

LAZĂR, OSOIAN, and RAŢIU (2010). The Role of Work-Life Balance Practices in Order to Improve Organizational Performance. European Research Studies, Volume XIII, Issue (1), 2010. Babeş Bolyai University, Faculty of Economics Sciences and Business Administration, Cluj-Napoca, Romania.

Morganson, Litano, and O’Neill (2014). Promoting Work Family Balance Through Positive Psychology: A Practical Review of the Literature. The Psychologist-Manager Journal 2014, Vol. 17, No. 4, 221–244. Department of Psychology, University of West Florida.

More, F. (2011). The effect of Appreciative Inquiry as organizational development intervention on organizational planning and service quality improvement in St. Francis School (ICSE). Revista de cercetare [interven]ie social, 2011, vol. 33, pp. 27 – 43. Alexandru Ioan Cuza University, Department of Sociology and Social Work and Holt Romania Foundation.

McAulay (1999). Employee perceptions of support for family friendly initiatives in the workplace. Unpublished Master of Arts in Psychology, Massey University.

Narayan (2015), Service Quality Gap (Servqual Model) National Institute of Technology, Durgapur.Pickering (2006). The Relationship Between Work-Life Conflict/Work-Life Balance and Operational Effectiveness In The Canadian Forces,Technical Report, DRDC, Toronto.

Raisinghani and Goswami (2014). Model of Work Life Balance Explaining Relationship Constructs. International Journal of Application or Innovation in Engineering & Management (IJAIEM). Volume 3, Issue 2, February 2014, ISSN 2319 – 4847.

Thompson, Beauvais, and Lyness (1999). When work-family benefits are not enough: The influence of work-family culture on benefit utilization, organizational attachment and work-family conflict. Journal of Vocational Behavior, 54, Page 392 – 415.

Tisinger, Johnson, Hoffman, Davis, Baptiste, and Tanamor (2016). Understanding Attitudes on Paid Family Leave: Discussions with Parents and Caregivers in California, New Jersey and Rhode Island. L&M Policy Research, LLC. July 2016

Varatharaj, and Vasantha (2012). Work Life Balances, A Source of Job Satisfaction -An Exploratory Study on the View of Women Employees in the Service Sector. International Journal of Multidisciplinary Research, 2(3), 450-458.

Yeandle, Crompton, Wigfield, and Dennett (2002), Employed Careers and Family-Friendly Employment Policies, Joseph Rowntree Foundation Policy Press, London.


Refbacks

  • There are currently no refbacks.