Psychological Capital in the Quick Service Restaurant Industry: A Study of Unit-Level Performance

Abstract

In this study, the construct of psychological capital (PsyCap) is explored within the quick service restaurant (QSR) industry. PsyCap, a second-order construct composed of hope, optimism, resilience, and self-efficacy, has received little attention in hospitality research despite its relationships with improving attitudes and behaviors. This study tested the relationships among PsyCap, service quality, customer satisfaction, and unit revenues through bivariate and mediational tests. Data were collected from a national chain of QSR employees, mystery shops, customer evaluations, and company records. The results indicate that collective PsyCap is positively related to all variables. Additionally, the results showed that service quality and customer satisfaction fully mediates the collective PsyCap to unit revenues relationship. Theoretical and practical implications are discussed.