Frontline Employees’ Service Recovery Performance in Malaysian Hotels

There are many aspects in which service failures can occur, especially in a high-contact service setting. In any scenario where service failures do occur, frontline employees often play a critical role in addressing customer dissatisfaction, and this underscores the importance of examining employee’...

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Main Author:	Nik Mohd Masdek, Nik Rozana
Format:	Thesis
Language:	English English
Published:	2010
Subjects:	Hotel front desk personnel - Malaysia Personnel management - Malaysia Hotels - Personnel management
Online Access:	http://psasir.upm.edu.my/id/eprint/19481/1/FEP_2010_5_F.pdf
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id	my-upm-ir.19481
record_format	uketd_dc
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English English
topic	Hotel front desk personnel - Malaysia Personnel management - Malaysia Hotels - Personnel management
spellingShingle	Hotel front desk personnel - Malaysia Personnel management - Malaysia Hotels - Personnel management Nik Mohd Masdek, Nik Rozana Frontline Employees’ Service Recovery Performance in Malaysian Hotels
description	There are many aspects in which service failures can occur, especially in a high-contact service setting. In any scenario where service failures do occur, frontline employees often play a critical role in addressing customer dissatisfaction, and this underscores the importance of examining employee’s Service Recovery Performance (SRP). Majority of past studies chose to test their model in the banking and manufacturing industries.Empirical findings within the hotel industry is seen as scarce. This study investigates a model of service recovery performance of frontline employees in the hotel industry, based on established model by Boshoff and Allen (2000). It investigates the relationship between SRP and selected organizational variables; customer service orientation, rewarding service excellence, empowerment, training, teamwork, role ambiguity and organizational commitment, as well as the impact that employees’ effective SRP may have on two identified outcome variables; job satisfaction and intentions to resign. However, there seems to be a gap in the model whereby it does not consider employee attitude as part of the antecedents. Existing model reflects a modification and refinement of previous model, hence an incorporation of motivation and trait competitiveness as part of the variables as having impact on employees’ SRP. Possible predictor variables of SRP were also given attention to. Additionally, unlike the majority of previous studies which focuses mainly from a western point of view, this study was carried out in an eastern setting. Frontline employees in Malaysian hotels were chosen as the respondents of the study. Questionnaires were distributed through mail survey for those outside of the Klang Valley. A total of 727 frontline hotel employees participated in this study. Data was then statistically analyzed using the SPSS version 16 software. Descriptive statistics gives a general description of the study’s respondents. Comparative analysis using Independent Sample T-test and One-way Analysis of Variance (ANOVA) is chosen to determine any existence of differences between relevant data. Factor Analysis is conducted as a means to verify the underlying factors or dimensions which would possibly represent the interrelationships of the variables in this study. Pearson Correlation is further used to establish relationship between frontline employees’ SRP and the identified antecedents as well as to answer the proposed hypotheses. Standard multiple regression analysis is also employed as the method for prediction purposes. Evidence was found to support all 11 hypotheses through the correlation results. This indicates that each construct have a significant relationship with SRP. Results from regression analysis determine that empowerment makes the strongest unique contribution in explaining frontline employees’ SRP. Motivation was the second highest followed by role ambiguity. Teamwork falls in the fourth place while trait competitiveness made the least contribution towards predicting SRP. The findings from this study provides interesting insights and results for discussion, while also extending previous research in the areas of service recovery, particularly with regard to frontline employee’s performance. On the whole, this study contributes to the present knowledge of SRP by integrating several antecedents and outcomes in a single, comprehensive model of SRP. This study also establishes the importance of managing frontline employees in order to achieve the objectives of a competitive service organization.
format	Thesis
qualification_level	Master's degree
author	Nik Mohd Masdek, Nik Rozana
author_facet	Nik Mohd Masdek, Nik Rozana
author_sort	Nik Mohd Masdek, Nik Rozana
title	Frontline Employees’ Service Recovery Performance in Malaysian Hotels
title_short	Frontline Employees’ Service Recovery Performance in Malaysian Hotels
title_full	Frontline Employees’ Service Recovery Performance in Malaysian Hotels
title_fullStr	Frontline Employees’ Service Recovery Performance in Malaysian Hotels
title_full_unstemmed	Frontline Employees’ Service Recovery Performance in Malaysian Hotels
title_sort	frontline employees’ service recovery performance in malaysian hotels
granting_institution	Universiti Putra Malaysia
granting_department	Faculty of Economics and Management
publishDate	2010
url	http://psasir.upm.edu.my/id/eprint/19481/1/FEP_2010_5_F.pdf
_version_	1747811392303398912
spelling	my-upm-ir.194812013-04-01T03:40:48Z Frontline Employees’ Service Recovery Performance in Malaysian Hotels 2010-09 Nik Mohd Masdek, Nik Rozana There are many aspects in which service failures can occur, especially in a high-contact service setting. In any scenario where service failures do occur, frontline employees often play a critical role in addressing customer dissatisfaction, and this underscores the importance of examining employee’s Service Recovery Performance (SRP). Majority of past studies chose to test their model in the banking and manufacturing industries.Empirical findings within the hotel industry is seen as scarce. This study investigates a model of service recovery performance of frontline employees in the hotel industry, based on established model by Boshoff and Allen (2000). It investigates the relationship between SRP and selected organizational variables; customer service orientation, rewarding service excellence, empowerment, training, teamwork, role ambiguity and organizational commitment, as well as the impact that employees’ effective SRP may have on two identified outcome variables; job satisfaction and intentions to resign. However, there seems to be a gap in the model whereby it does not consider employee attitude as part of the antecedents. Existing model reflects a modification and refinement of previous model, hence an incorporation of motivation and trait competitiveness as part of the variables as having impact on employees’ SRP. Possible predictor variables of SRP were also given attention to. Additionally, unlike the majority of previous studies which focuses mainly from a western point of view, this study was carried out in an eastern setting. Frontline employees in Malaysian hotels were chosen as the respondents of the study. Questionnaires were distributed through mail survey for those outside of the Klang Valley. A total of 727 frontline hotel employees participated in this study. Data was then statistically analyzed using the SPSS version 16 software. Descriptive statistics gives a general description of the study’s respondents. Comparative analysis using Independent Sample T-test and One-way Analysis of Variance (ANOVA) is chosen to determine any existence of differences between relevant data. Factor Analysis is conducted as a means to verify the underlying factors or dimensions which would possibly represent the interrelationships of the variables in this study. Pearson Correlation is further used to establish relationship between frontline employees’ SRP and the identified antecedents as well as to answer the proposed hypotheses. Standard multiple regression analysis is also employed as the method for prediction purposes. Evidence was found to support all 11 hypotheses through the correlation results. This indicates that each construct have a significant relationship with SRP. Results from regression analysis determine that empowerment makes the strongest unique contribution in explaining frontline employees’ SRP. Motivation was the second highest followed by role ambiguity. Teamwork falls in the fourth place while trait competitiveness made the least contribution towards predicting SRP. The findings from this study provides interesting insights and results for discussion, while also extending previous research in the areas of service recovery, particularly with regard to frontline employee’s performance. On the whole, this study contributes to the present knowledge of SRP by integrating several antecedents and outcomes in a single, comprehensive model of SRP. This study also establishes the importance of managing frontline employees in order to achieve the objectives of a competitive service organization. Hotel front desk personnel - Malaysia Personnel management - Malaysia Hotels - Personnel management 2010-09 Thesis http://psasir.upm.edu.my/id/eprint/19481/ http://psasir.upm.edu.my/id/eprint/19481/1/FEP_2010_5_F.pdf application/pdf en public masters Universiti Putra Malaysia Hotel front desk personnel - Malaysia Personnel management - Malaysia Hotels - Personnel management Faculty of Economics and Management English

Frontline Employees’ Service Recovery Performance in Malaysian Hotels

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