The Role of Conscientiousness on Commitment to Service Quality and Service Recovery Performance

2017 ◽  
Author(s):  
Wanny Oentoro ◽  
Patchara Popaitoon
Keyword(s):  
Service Quality ◽  
Service Recovery ◽  
Service Recovery Performance ◽  
Recovery Performance

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.

scholarly journals THE EFFECT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON JOB EMBEDDEDNESS AND PERFORMANCE OUTCOMES

2012 ◽  
Vol 13 (4) ◽  
pp. 614-636 ◽  
Author(s):  
Osman M. Karatepe ◽  
Georgiana Karadas
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Recovery ◽  
Job Embeddedness ◽  
Performance Outcomes ◽  
Quality Data ◽  
Management Commitment ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact

The purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are regarded as the three important indicators of management commitment to service quality. Data were obtained from a sample of fulltime frontline hotel employees with a time lag of one week in Romania. The results reveal that training, empowerment, and rewards are positively related to job embeddedness. As hypothesized, empowerment, rewards, and job embeddedness enhance service recovery performance, while training and empowerment increase extra-role customer service. The results further demonstrate that job embeddedness acts as a partial mediator of the effects of empowerment and rewards on service recovery performance. Implications of the results are discussed and future research directions are offered.

Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages

2020 ◽  
Vol 3 (2) ◽  
pp. 153-168
Author(s):  
Adil Zahoor
Keyword(s):  
Work Engagement ◽  
Service Recovery ◽  
Proactive Personality ◽  
Job Resources ◽  
Frontline Employees ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Moderating Role

PurposeThis study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.Design/methodology/approachPrimary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.FindingsEmpirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.Originality/valueThis study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.

scholarly journals Role of Internal Marketing Practices in the Service Recovery Performance of Call Center Employees

2021 ◽  
Vol 36 (2) ◽  
pp. 157-175
Author(s):  
Norzieiriani Ahmad ◽  
Nazlina Zakaria ◽  
Munawar Javed Ahmad
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Service Recovery ◽  
Employee Training ◽  
Internal Marketing ◽  
Internal Communication ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Call Center Employees

The purpose of this study was to investigate whether the internal marketing philosophy is applicable to call centers operating in Pakistan. This study attempted to investigate the role of internal marketing practices assess through internal communication (Huang & Rundle-Thiele, 2014), employee rewards (Boshoff & Allen, 2000), employee training (Boshoff & Allen, 2000), and employee empowerment (Yavas, Karatepe, Avci, & Tekinkus, 2003) on the service recovery performance (Boshoff & Allen, 2000) of call center employees working in inbound telecom call centers. Primary data were collected through a self-administered questionnaire from 15 telecom call centers located in three major cities namely Karachi, Lahore, and Islamabad. A simple random sampling technique was implemented to collect data from 318 male and female respondents. Results showed that internal communication, employee rewards and employee training were positively linked with service recovery performance, while a nonsignificant relationship was found between employee empowerment and service recovery performance. Results revealed that internal marketing practices influence toward frontline employee’s service recovery performance. Findings suggested that the call centers operating in the Asian region, especially, in Pakistan, should focus on internal marketing practices to enhance the service recovery performance of the frontline employees.

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