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.
Factors of Service Recovery Performance of Emotional Laborers