Academy of Strategic Management Journal (Print ISSN: 1544-1458; Online ISSN: 1939-6104)


The Influence of Positive Work Attitudes towards Service Quality of Front Office and Independent Hotel in Thailand

Author(s): Chokechai Suveatwatanakul, Kassara Sukpatch

This research was developed to study the influences of positive work attitudes of front office’s employees towards service quality of independent hotels in Thailand. Populations in this research include 178 employees who are operating in front office of independent hotel in Thailand. The Influence of positive attitudes toward physical attribute was expectation towards goals and optimism. The influence of positive attitudes toward reliability was optimism. Influence of positive attitudes toward responding to customers was optimism and mental restoration in crisis. The Influence of positive attitudes toward confidence toward customers was mental restoration in crisis. And, the Influence of positive attitudes toward recognition and understanding of customers was optimism. The research finding of this research is demonstrated the influences that those variables were affected. Therefore, it was the development of new theoretical knowledge and it could be utilized as the guidelines of employee development by the hotel entrepreneurs who were implementing the independent management in order to promote the capabilities to compete continuously and sustainably.

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