Abstract
ABSTRACT This research adopted self-determination theory (SDT) and employed a model to verify the antecedents of service recovery performance (SRP). Specifically, the effects of humble leadership and positive psychology on SRP were examined. A total of 197 valid questionnaire responses were received from newcomers of 11 hotels in Taiwan. The analysis results revealed that PsyCap fully mediated the relationship between humble leadership and SRP. According to the analysis of the moderated mediating effect, mindfulness moderated the relationship between humble leadership and PsyCap significantly. Based on SDT theory, this research has major contributions to research on organizational psychology. Mindfulness acts as a crucial moderating mediator in the relationship among humble leadership, PsyCap, and SRP in the hospitality industry. The findings of this research provide a critical reference to hospitality industry managers for promoting positive mental states in new employees to elevate their physical and psychological health and thereby enhance their SRP.
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