The Roles Of Supportive Management On Service Recovery Performance Among Hotel Employees

Abstract

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 impact the job performance of hotel employees. Hence it is fundamental to identify the factors affecting their performance of service recovery. The number of studies on the role of supportive management towards service recovery performance in developing country is also very small. Hence, the purpose of the current study is to investigate the role of supportive management on service recovery performance, as seen amongst 3-star recovery hotels situated in the northern region of Peninsular Malaysia. The data will be collected from a total of 104 hotel employees across northern Malaysia and evaluated using structural equation modelling-partial least square (SEM-PLS) approach. The factor outlined in this paper are analyzed under the theoretical framework of equity theory. This framework is suitable for this study as it helps researchers to gain understanding on how supportive management influences the service recovery performance in hotel sector. This study aims to examine the effect from individual perspective in order to gain comprehensive picture of the factor that could influence service recovery performance in hotel sector.