The Influence of Internal Management Styles on Service Climate and Employee Service Performance in the Hotel
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Abstract
This research aims to investigate the influence of internal management style on service climate and employee service performance in the hotel industry.Data was collected through questionnaires from 390 hotel employees in Phayao province.A stratified random sampling method was used. The data was analyzed using a structural equation model (SEM), which showed a good fit with the data including χ2/df = 2.809, CFI = 0.979, TLI = 0.962, NFI = 0.968, RMSEA = 0.068, SAMR = 0.031, GFI = 0.993, and AGFI = 0.984. The results showed that internal management style have a positive influence on service climate and employee service performance, while service climate does not have a positive influence on employee service performance. The coefficient of determination (R²) of service climate can explain 63.80% of the variance in employee service performance, and employee performance can explain 45.10% of the variance in employee service performance. These findings reflect the important role of internal management style in shaping employee behavior in customer service, both in terms of service climate and employee service performance. The hotels can create best practices for developing and improving internal management style to create a service climate and support employees in achieving better service performance.
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