The impact of human capital factors on organizational sustainability in the Malaysian hotel industry: the mediation role of trust

Purpose This study aims to evaluate the impacts of human capital factors in terms of spiritual intelligence (SI), emotional intelligence (EI) and workplace attitude in terms of trust on organizational sustainability (OS) in the hotel industry in Malaysia. In addition, this study intends to examine the mediation role of trust between human capital factors and OS. Design/methodology/approach A survey method using a questionnaire was used to collect data from 361 employees, including middle management, who are in direct contact with guests in the hotel industry. The partial least squares technique, SmartPLS3.3.3, was used to examine the hypotheses. Findings The analysis found support for the impacts of SI, EI and trust on OS. Additionally, the mediation effect of trust was also supported. Originality/value This pioneering study has combined human capital factors (i.e. SI and EI) to predict their effects on OS in the hotel industry. Moreover, this research established relatively new relationships between SI and OS and between EI and OS through the mediation role of trust. Furthermore, this study confirmed the validity and reliability of SI, EI and OS at first and second orders. Given the adverse impact of COVID-19 and its variants on the sustainability of all business organizations, this research has highlighted the crucial role of human factors and workplace attitude in the sustainability of the hospitality sector during difficult times.