Mediating Role of Work Intentions in the Relationship Between Workplace Spirituality and Service Quality Delivery of Hotels in Ghana

This paper examines the effect of workplace spirituality on service quality and the mediating role of work intentions among hotels in Ghana. This study employs the survey method to sample 348 middle-level employees of selected major hotels in Ghana. Structural Equation Modelling (SEM) was used to test the various hypotheses of the study. The study finds that workplace spirituality has a significant positive effect on the quality of service delivered in hotels. Workplace spirituality further had a significant positive effect on the work intentions of hotel employees, and work intentions mediate the relationship between workplace spirituality and service quality delivery in hotels. The study provides actionable insights for organizations to enhance service quality by uncovering the mediating role of work intention and offers a fresh perspective on the dynamics between workplace spirituality and service quality delivery in the hotel sector. The study adds nuances to the extant theoretical literature by employing Social Exchange Theory to explain and establish workplace spirituality and work intention as anchors of service quality delivery, ultimately offering new insights into service quality puzzles.