ABAC ODI: Vol. 6, Issue. 2 (July - December 2019)
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Browsing ABAC ODI: Vol. 6, Issue. 2 (July - December 2019) by Author "Fernando, Maria Socorro Cristina L."
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ItemDesigning strength based work life balance strategies to enhance service quality: a case study of S.R. Residence Hotel Phetchabun, ThailandNowadays, 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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ItemAn initial assessment of a logistics company’s potential as a high performing organization (HPO): a case study Of Saigonship Danang Joint Stock Company, VietnamThe rapid pace of change and development of the logistics industry in Vietnam has created both of opportunities and challenges for logistics companies. They are forced to define the key factors that set up high performance model to better withstand the pressures it is facing. This study determines the current conditions and abilities of Saigonship Danang Logistics Joint Stock Company (SSC) to become a high performing organization (HPO) with sustainable financial and non-financial results. The purpose of the study was to determine the influence of four key factors in term of strategic planning; employee competencies; management quality; and performance management as potential elements to become a high performance organization, and then provide recommended plan, based on the findings, for SSC to become a HPO. The findings of quantitative and qualitative data all of four factors, namely strategic planning, management quality, employee competencies and performance management have significant effects on the potential to be a HPO. Among all these four independent variables, strategic planning possessed the strongest effect on organizational performance. It could be concluded that Saigonship needs to have comprehensive development practices, build highperforming culture, and conduct right orientations for both managers and employees, enhance people programs and enabling infrastructure. Therefore, the proposed action plan is conducted in 3 levels – organizational, managerial and individual levels in terms of strategic planning, management quality, performance management, and employee competencies to get the highperformance results as a whole of company.