THE IMPORTANCE OF PERSONALITY TRAITS ON SERVICE RECOVERY PERFORMANCE IN THE HOTEL INDUSTRY OF MALAYSIA

Service recovery in the hotel industry is really valuable as it ensures the happiness and loyalty of consumers. In addition to intensive jobs, lengthy and unpredictable working hours and routines are the standards for hotel workers, which could give a significant effect on the job efficiency of the hotel staff. Regarding the efficiency of service recovery, a large number of studies have been published. The number of studies on personality characteristics for the success of service recovery, however, is small. This present research was carried out to provide a conceptual framework for future researchers to explore and give empirical evidence that exists between personality traits and service recovery performance among hotel workers in Malaysia based on the problems and study gaps in this industry. Five functions of personality characteristics were included in this conceptual work; extraversion, conscientiousness, agreeableness, emotional stability and openness to experience on service recovery performance. In conclusion, the outcomes could lead to the relevance of service recovery performance in the hotel industry.

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Perceived supervisory support and service recovery performance

Asia-Pacific Journal of Business Administration ◽

10.1108/apjba-11-2015-0094 ◽

2016 ◽

Vol 8 (3) ◽

pp. 298-316 ◽

Cited By ~ 2

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.

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