Examining the Effect of Positive Affectivity on Altruism among the Star Hotel Employees; The Role of Perceived Organizational Support

Abstract

Hospitality industry has a great influence in the growth of an economy. In this sector, the services of the employees play a vital role in delivering and creating a lasting experience. Delivering quality customer service is the critical element that determines the success of hotel business. The focus on serving the customers should be greater in star hotels as the customer expectations are comparatively higher due to the high cost of each and every services that they offer. For this to be fulfilled, the employees should have the energy and enthusiasm to serve the customers with utmost sincerity. In creating a sense of positivity and selfless service among the employees, the hotels have a major role to play. This study focuses on the effect of perceived organizational support (POS) on positive affectivity and its effect on the altruistic behaviour of the employees among the five and three star hotels in Ernakulam district. The results of the study proved that perceived organizational support has an effect on positive affectivity of the employees, which in turn had an effect on altruism. The study proves to give an insight into the importance of devising suitable strategies by the hotels to keep the employees happy in the workplace by proving them the required support from their part.