The Roles of Supportive Management and Employees’ Commitment to Service Quality Towards Service Recovery Performance Among Hotel Employees in Malaysia

Abstract

Service recovery performance is highly significant in the hotel sector 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 sector 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, a 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 to service quality 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 to service quality towards service recovery performance, amongst 3-star hotels situated in the northern region of Peninsular Malaysia. The data was collected from a total of 104 hotel employees and analysed using the structural equation modeling-partial least square (SEM-PLS) approach. The outcomes unveiled that supportive management and employees’ commitment to service quality has a significant, positive effect on service recovery performance. In conclusion, the outcomes lead to the hotel sector and the existing body of knowledge by verifying the relevance of equity theory in service recovery performance in the hotel sector framework.

Influence of Cultural Intelligence and Psychological Capital on Service Quality: A Study of the Hotel Industry in Sabah, Malaysia

“…That is to say, those with a high behavioral CQ can quickly adapt to another's gestures to enable a pleasant intercultural conversation. Aside from having the ability to adjust both verbal and nonverbal behavior for effective communication, an individual must also have a varied range of behaviors that can be deployed flexibly in response to a variety of challenging situations [21,81]. Individuals with high behavioral CQ also understand how to employ culturally appropriate vocabulary, tone, gestures, and facial expressions [21].…”

Role-play of employees' protean career and career success in affective organizational commitment

“…Past research has proved that employees' commitment is essential for the hotel industry as more the employees are committed, less is their turnover intention (Mousa, 2021; Yao et al ., 2019). Past research has identified various factors that either leads to or lead by the (AOC) such as personality traits, direct intrinsic motivation, training and development and organizational commitment (Chew and Wong, 2008; Choong et al ., 2011; Farrukh et al ., 2017; Rosli and Zainal, 2019). Interestingly till date no research has explored the component of employees' PCA in creating AOC in the hotel industry of Malaysia.…”