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Please use this identifier to cite or link to this item: http://dspace.bu.ac.th/jspui/handle/123456789/5004

Title: Study of Suitable leadership style for service industry in Bangkok
Authors: Pranee Jaroensuk
Keywords: Leadership style
Service industry
Hotel in Bangkok
HR strategy
Issue Date: 12-Dec-2021
Publisher: Bangkok University
Abstract: Effective leadership is an undeniable factor for success of every company including company within hotel industry. Effective leadership is essential in this era, especially in hotel industry. The growing tourism industry in Thailand has resulted in intense competition in hotel industry. Thus, it is important that hoteliers enhance its competitive advantage to maintain its market share. Hotel is within a service sector where customer service is the key toward success. While customer service is significant, hotel employees are, therefore, exceptional assets as they are the people who deliver services to hotel guest. However, many hotels face challenges in human resource manage, particularly employee retention. Turnover is a major problem for hotel section, which causes significant disruption upon their departures, and ultimately to quality of customer services. High turnover is also costly for hotel as hotel are required to invest additional fund toward recruitment for replacement, as well as training. High turnover rate among hotel employees are the results of various stressors at workplace and due to ineffective leadership. The main research question for this study “which leadership style is the most suitable for hotel industry in Thailand”. This study adopted a case study of Centara hotel & Resorts hotel chain. Study was conducted using anonymous online questionnaire. The Structural Equation Modeling (SEM) was used to test structural relationship in the model between various variables in the study. The finding of this study suggested that there is a significant relationship between autocratic relationship, high turnover intention, and low job satisfaction. In addition, the study found significant correlation between transformational leadership and democratic leadership with high job satisfaction and low turnover intention. This finding suggested that autocratic relationship is an ineffective leadership style to govern hotel employees in Thailand. On the other hand, both transformational leadership and democratic leadership are both effective leadership style that can possibly enhance employee job satisfaction and reduce turnover intention. With consideration to the various departments in the hotel, the study also found that front office or reception, as well as, food and beverage service department have significant correlation with democratic leadership style. Other leadership styles, including Laissez faire leadership, autocratic leadership, charismatic leadership, and transactional leadership show no significant relationship with employee job satisfaction and turnover intention. Thus, the finding of this study identified effective leadership style for hotel industry as transformational leadership and democratic leadership. The finding is similar to other study, which also found that democratic leadership has direct positive influence on job satisfaction of hotel employee (Al-Ababneh, 2013a, Yamak and Eyupoglu, 2019). However, the study found contrasting relationship in that laissez faire leadership also have positive relationship with job satisfaction (ibid, 2013a) unlike this study which found no significant relationship. The finding obtained from this study is novice and contribute greatly toward existing body of research as none of the past study have been conducted to investigate effectiveness of various leadership style in the context of Thai ever before. Lastly, this research is also extremely useful for hotel strategic human capital management to be able come up with the winning HRM & HRD strategy to get the right kind of leaders and potential successors in their organizations in a highly rivalry intensity of over-supply hotel industry.
Description: Independent Study (M.B.A.)--Graduate School, Bangkok University, 2021
Advisor(s): Sumas Wongsunopparat
URI: http://dspace.bu.ac.th/jspui/handle/123456789/5004
Appears in Collections:Independent Studies - Master

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