Abstract
This study examines the effect of service recovery performance on the relationship between job satisfaction and intention to stay at the job. A survey of front-line employees of star hotels was made using a self-directed questionnaire marking their perceptions of organizational variables like job satisfaction, service recovery performance and intention to stay. Data obtained were analyzed on Smart-PLS 3.0 using the Partial Least Squares (PLS) based Structural Equations Modelling methodology. The findings of the theoretical model showed the significance of all direct effects. Results showed that the explained variance of intention to stay by job satisfaction is been improved with the mediation effect of service recovery performance. Managerial implications and limitations are discussed in this paper.
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