The Structural Relationships among Frontline Hotel Employees' Perceived Customer Verbal Aggression, Emotional Exhaustion, Empowerment, Stress Coping Strategy, the Relationship between the degree of Service Recovery Performance and Turnover Intention

2015 ◽  
Vol 19 (4) ◽  
pp. 63-90
Author(s):  
Wonok Lee ◽  
Keyword(s):  
Emotional Exhaustion ◽  
Turnover Intention ◽  
Service Recovery ◽  
Verbal Aggression ◽  
Stress Coping ◽  
Hotel Employees ◽  
Structural Relationships ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Relationship

scholarly journals THE ROLES OF SUPPORTIVE MANAGEMENT AND EMPLOYEES’ COMMITMENT TO SERVICE QUALITY TOWARDS SERVICE RECOVERY PERFORMANCE AMONG HOTEL EMPLOYEES IN MALAYSIA

2020 ◽  
Vol 5 (18) ◽  
pp. 78-87
Author(s):  
Nuraina Nadiah Rosli ◽  
Siti Rohaida Mohamed Zainal
Keyword(s):  
Service Quality ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Hotel Employees ◽  
Service Recovery Performance ◽  
Hotel Sector ◽  
Recovery Performance ◽  
Supportive Management

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.

Perceived supervisory support and service recovery performance

2016 ◽  
Vol 8 (3) ◽  
pp. 298-316 ◽  
Author(s):  
Wanny Oentoro ◽  
Patchara Popaitoon ◽  
Ananchai Kongchan
Keyword(s):  
Personality Traits ◽  
Call Centers ◽  
Service Recovery ◽  
Emotional Stability ◽  
Supervisory Support ◽  
Content Type ◽  
Perceived Supervisory Support ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Relationship

Purpose The purpose of this paper is to investigate the moderating effect of personality traits (i.e. extraversion and emotional stability) toward the relationship between perceived supervisory support (PSS) and employees’ service recovery performance (SRP) in call centers. Design/methodology/approach Self-administered questionnaires were distributed to call center in service organizations located in Thailand. Moderated regression analysis and the follow-up analyses were employed to test hypotheses. Findings The findings reveal that emotional stability moderates the relationship between PSS and employees’ SRP. Unexpectedly, no evidence was found that extraversion moderates the service performance relationship. Research limitations/implications The limitations include generalizability and the neglect of other personality traits that could influence SRP. Future research could validate the study in different countries and examine the moderating roles of other personality traits in the SRP model. Practical implications This study provides insights for people management managers that SRP of employees with high emotional stability could be enhanced and diminished corresponding to the level of supervisory support. Therefore, attention should be paid to this particular group of call centers for their contribution that could be maximized if they received high support from supervisors. Originality/value Previously, little attention has been given to understand the role of personality traits on SRP. In doing so, this research contributes to the literature by investigating the moderating roles of emotional stability and extraversion on employees’ SRP.

scholarly journals Customer incivility and employees’ turnover intention in China’s hotel: a chain Mediating model

2021 ◽  
Author(s):  
Bo Pu ◽  
Siyu Ji ◽  
Wenyuan Sang
Keyword(s):  
Job Satisfaction ◽  
Professional Identity ◽  
Emotional Exhaustion ◽  
Turnover Intention ◽  
Mediating Effect ◽  
Online Questionnaire ◽  
Hotel Employees ◽  
Using Data ◽  
A Chain ◽  
The Relationship

Abstract This study explores the relationship between customer incivility and hotel employees’ turnover intention in China. The mediating effects of emotional exhaustion, job satisfaction and professional identity were also investigated. The proposed research framework was tested using data from 500 hotel employees who responded to an online questionnaire. The results show that customer incivility affects employees’ turnover intention by affecting emotional exhaustion, job satisfaction and professional identity. Among the three mediating variables, the mediating effect of emotional fatigue is the most obvious. When hotel employees encounter customer incivility, it improves their emotional exhaustion, which will reduce job satisfaction, weaken professional identity, and finally lead to the enhancement of turnover intention. This study proposes a conceptual model of experience development and testing, which enhances the understanding of the relationship between customer incivility and employees’ turnover intention and enriches the research on customer incivility.

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