Do psychological capital and digital readiness impact service quality in interior designers in Indonesia? The role of innovative work behaviour and work engagement as mediators

Ajriya Ninda and Budi Widjaja Soetjipto

International Journal of Services and Operations Management, 2026, vol. 53, issue 4, 439-457

Abstract: Service quality is an important aspect of service industries, and it has been discussed in many industries, such as banking, healthcare, and hospitality. There is a need to view the creative industry as a designer. In this instance, digital technology's effect on service quality and pandemic COVID-19 accelerates the adaptation. Interiors designers are adapting but still struggle because they typically conduct in-person design procedures, including brainstorming, mood boarding, collaboration, etc. This research proposed the psychological capital of interior designers could affect their service quality mediated by digital readiness, innovative work behaviour, and work engagement. The data was collected using a questionnaire-based survey of 139 interior designers in Indonesia and analysed using PLS SEM. The study's findings showed that psychological capital was crucial for influencing the service quality of designers, that work engagement and innovative work behaviour greatly impacted that quality, but that digital readiness had little bearing on any of those factors.

Keywords: digital readiness; innovative work behaviour; interior design; psychological capital; service quality; work engagement. (search for similar items in EconPapers)
Date: 2026
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