Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness

Service recovery performance is crucial in the hotel industry as it reflects the action or behaviour of the frontline employees when encountering a service failure. The success of handling a service recovery situation may rely upon the commitment of the management towards upholding service quality....

Full description

Saved in:

Bibliographic Details
Main Author:	Hamir, Norhamizan
Format:	Thesis
Language:	English
Published:	2020
Subjects:	L7-991 Education (General)
Online Access:	http://eprints.usm.my/51862/1/NORHAMIZAN%20BIN%20HAMIR%20-%20TESIS%20cut.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-usm-ep.51862
record_format	uketd_dc
spelling	my-usm-ep.518622022-03-10T02:14:54Z Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness 2020-05 Hamir, Norhamizan L7-991 Education (General) Service recovery performance is crucial in the hotel industry as it reflects the action or behaviour of the frontline employees when encountering a service failure. The success of handling a service recovery situation may rely upon the commitment of the management towards upholding service quality. In this study, the management commitment to service quality which is manifested through service training, empowerment, reward, teamwork and customer complaint management, is examined in relation to service recovery performance. Work engagement and job embeddedness have mediating roles in the evaluation of service performance in this study. The Social Exchange Theory and Reformulation of Attitude Theory were employed as the grounded theory to assess the relationship. The data were obtained from self-administered questionnaires which focused on the frontline employees of four and five-stars hotels in Malaysia. A total of 313 participants were involved and they represented 35.98% of the response rate. A Partial Least Squares (PLS-SEM) approach was used to analyze the hypotheses developed to establish the direct and indirect positive significant relationship between management commitment to service quality as well as the role of work engagement and job embeddedness as the intervening variables in the service recovery performance. 2020-05 Thesis http://eprints.usm.my/51862/ http://eprints.usm.my/51862/1/NORHAMIZAN%20BIN%20HAMIR%20-%20TESIS%20cut.pdf application/pdf en public phd doctoral Universiti Sains Malaysia Pusat Pengajian Pendidikan Jarak Jauh
institution	Universiti Sains Malaysia
collection	USM Institutional Repository
language	English
topic	L7-991 Education (General)
spellingShingle	L7-991 Education (General) Hamir, Norhamizan Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness
description	Service recovery performance is crucial in the hotel industry as it reflects the action or behaviour of the frontline employees when encountering a service failure. The success of handling a service recovery situation may rely upon the commitment of the management towards upholding service quality. In this study, the management commitment to service quality which is manifested through service training, empowerment, reward, teamwork and customer complaint management, is examined in relation to service recovery performance. Work engagement and job embeddedness have mediating roles in the evaluation of service performance in this study. The Social Exchange Theory and Reformulation of Attitude Theory were employed as the grounded theory to assess the relationship. The data were obtained from self-administered questionnaires which focused on the frontline employees of four and five-stars hotels in Malaysia. A total of 313 participants were involved and they represented 35.98% of the response rate. A Partial Least Squares (PLS-SEM) approach was used to analyze the hypotheses developed to establish the direct and indirect positive significant relationship between management commitment to service quality as well as the role of work engagement and job embeddedness as the intervening variables in the service recovery performance.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Hamir, Norhamizan
author_facet	Hamir, Norhamizan
author_sort	Hamir, Norhamizan
title	Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness
title_short	Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness
title_full	Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness
title_fullStr	Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness
title_full_unstemmed	Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness
title_sort	service recovery performance: the effect of management commitment to service quality among the frontline hotel employees through work engagement and job embeddedness
granting_institution	Universiti Sains Malaysia
granting_department	Pusat Pengajian Pendidikan Jarak Jauh
publishDate	2020
url	http://eprints.usm.my/51862/1/NORHAMIZAN%20BIN%20HAMIR%20-%20TESIS%20cut.pdf
_version_	1747822107358658560

Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness

Similar Items