The Effects Of Supportive Management, Employees’ Commitment And Emotional Stability Towards Service Recovery Performance Among Hotel Employees In Malaysia

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dc.contributor.authorRosli, Nuraina Nadiah
dc.date.accessioned2022-07-05T02:28:33Z
dc.date.available2022-07-05T02:28:33Z
dc.date.issued2020-04
dc.description.abstractService recovery performance is highly significant in the hotel industry as it ensures customers’ satisfaction and loyalty. Long and inconsistent working hours and schedules, along with strenuous tasks, are the norm for jobs in the hotel industry and these challenging traits can greatly effect the job performance of hotel employees. Hence it is fundamental to identify the factors affecting their performance of service recovery. In developed countries, large number of studies have been reported on service recovery performance. However, only a small number of such studies have been undertaken in developing countries. In addition, the number of studies on the effects of supportive management and employees’ commitment in influencing their service recovery performance is also limited. Hence, the purpose of the current study is to investigate the effects of supportive management and employees’ commitment towards service recovery performance, amongst 3-star hotels situated in the northern region of Peninsular Malaysia, emotional stability act as the moderating variable. The data was collected from a total of 104 hotel employees and analysed using structural equation modeling-partial least square (SEM-PLS) approach. The outcomes unveiled that supportive management and employees’ commitment have a significant, positive effect towards service recovery performance. Emotional stability moderates the correlation between supportive management and employees’ commitment towards service recovery performance. In conclusion, the outcomes lead to the hotel industry and existing body of knowledge by verifying the relevance of equity theory in service recovery performance in the hotel industry framework.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/15538
dc.language.isoenen_US
dc.publisherUniversiti Sains Malaysiaen_US
dc.subjectManagementen_US
dc.titleThe Effects Of Supportive Management, Employees’ Commitment And Emotional Stability Towards Service Recovery Performance Among Hotel Employees In Malaysiaen_US
dc.typeThesisen_US
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