The Interactive Impact of Organizational Support, Service Training and Empowerment on Employees' Affective Commitment and Service Recovery Performance: Hotel Front Office Department’s Perspective

Abstract

This study investigated the interrelationship of some management practices of service quality, as manifested by front office employees' appraisal of organizational support, service training and empowerment and service recovery performance through their affective commitment in the Egyptian hotel sector. This research reports the findings of questionnaire survey distributed to 219 employees from the front office department of five-star hotels in Cairo. Previously developed and validated measures for organizational support, service training, empowerment, affective commitment and service recovery performance were adopted to test the research hypotheses. Results indicate that organizational support, service training, empowerment and employees' affective commitment are directly related to service recovery performance, though no direct effect of service training over employees' affective commitment was found. Moreover, employees' affective commitment partially mediates the relationship between organizational support, empowerment and service recovery performance. Thus, organizational support and empowerment can strongly relate with achieving a higher level of service recovery performance in the front office department with mediation of its employees' affective commitment.