Antecedents affecting employee service recovery performance in five star hotel
Studies on service recovery have been dominated by the investigation on customer’s perceived value after service recovery in the past. However, not many have taken concerted efforts in examining the possible factors that influencing employees’ service recovery performance (SRP). This study examines...
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| Format: | Book Section |
| Language: | English |
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Australian Academy of Business and Social Sciences
2014
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| Subjects: | |
| Online Access: | http://eprints.sunway.edu.my/277/ http://eprints.sunway.edu.my/277/1/ANTECEDENTS%20AFFECTING%20EMPLOYEE%20SERVICE%20RECOVERY%20PERFORMANCE%20IN%20FIVE%20STAR%20HOTEL.pdf |
| _version_ | 1848801790310481920 |
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| author | Tan, Ai Ling * Kashif Hussain, Murali, Sambasivan |
| author_facet | Tan, Ai Ling * Kashif Hussain, Murali, Sambasivan |
| author_sort | Tan, Ai Ling * |
| building | SU Institutional Repository |
| collection | Online Access |
| description | Studies on service recovery have been dominated by the investigation on customer’s perceived value after service recovery in the past. However, not many have taken concerted efforts in examining the possible factors that influencing employees’ service recovery performance (SRP). This study examines the role of organizational’s characteristics (reward system, guest focus and commitment, system, policy and procedures of recovery) and employees’ characteristics (organizational’s commitment and prejudgment towards customer’s complaint) on employees’ service recovery performance (SRP) in Malaysia luxury hotels. The finding shows that rewarding system and prejudgement towards complaints has positive influences on employees’ service recovery performance. The result *is contradicting with the findings from past research in which prejudgement towards complainers has adversely affect employees’ service recovery performance. |
| first_indexed | 2025-11-14T21:13:03Z |
| format | Book Section |
| id | sunway-277 |
| institution | Sunway University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:13:03Z |
| publishDate | 2014 |
| publisher | Australian Academy of Business and Social Sciences |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-2772019-06-11T01:43:27Z http://eprints.sunway.edu.my/277/ Antecedents affecting employee service recovery performance in five star hotel Tan, Ai Ling * Kashif Hussain, Murali, Sambasivan HF Commerce Studies on service recovery have been dominated by the investigation on customer’s perceived value after service recovery in the past. However, not many have taken concerted efforts in examining the possible factors that influencing employees’ service recovery performance (SRP). This study examines the role of organizational’s characteristics (reward system, guest focus and commitment, system, policy and procedures of recovery) and employees’ characteristics (organizational’s commitment and prejudgment towards customer’s complaint) on employees’ service recovery performance (SRP) in Malaysia luxury hotels. The finding shows that rewarding system and prejudgement towards complaints has positive influences on employees’ service recovery performance. The result *is contradicting with the findings from past research in which prejudgement towards complainers has adversely affect employees’ service recovery performance. Australian Academy of Business and Social Sciences 2014 Book Section NonPeerReviewed text en http://eprints.sunway.edu.my/277/1/ANTECEDENTS%20AFFECTING%20EMPLOYEE%20SERVICE%20RECOVERY%20PERFORMANCE%20IN%20FIVE%20STAR%20HOTEL.pdf Tan, Ai Ling * and Kashif Hussain, and Murali, Sambasivan (2014) Antecedents affecting employee service recovery performance in five star hotel. In: Proceedings of the Australian Academy of Business and Social Sciences Conference, Kuala Lumpur, 25 -26 August 2014. Australian Academy of Business and Social Sciences, pp. 1-17. ISBN 978-0-9925622-0-5 (Submitted) https://www.aabss.org.au/conference/aabss-conference-2014/proceedings |
| spellingShingle | HF Commerce Tan, Ai Ling * Kashif Hussain, Murali, Sambasivan Antecedents affecting employee service recovery performance in five star hotel |
| title | Antecedents affecting employee service recovery performance in five star hotel |
| title_full | Antecedents affecting employee service recovery performance in five star hotel |
| title_fullStr | Antecedents affecting employee service recovery performance in five star hotel |
| title_full_unstemmed | Antecedents affecting employee service recovery performance in five star hotel |
| title_short | Antecedents affecting employee service recovery performance in five star hotel |
| title_sort | antecedents affecting employee service recovery performance in five star hotel |
| topic | HF Commerce |
| url | http://eprints.sunway.edu.my/277/ http://eprints.sunway.edu.my/277/ http://eprints.sunway.edu.my/277/1/ANTECEDENTS%20AFFECTING%20EMPLOYEE%20SERVICE%20RECOVERY%20PERFORMANCE%20IN%20FIVE%20STAR%20HOTEL.pdf |