Antecedents affecting employee service recovery performance in five star hotel

QR Code

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...

Full description

Bibliographic Details
Main Authors:	Tan, Ai Ling *, Kashif Hussain, Murali, Sambasivan
Format:	Book Section
Language:	English
Published:	Australian Academy of Business and Social Sciences 2014
Subjects:	HF Commerce
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

Similar Items

Antecedents and outcome of job embeddedness: evidence from four and five-star hotels
by: Chan, Wei Leong, et al.
Published: (2019)

Effect of servant leadership on affective commitment among hotel employees
by: Cheah, Wen Yao, et al.
Published: (2014)

Factors affect employees’ performance in hotel industry
by: Hee, Cui Yee, et al.
Published: (2014)

Job-related ethics of four-star hotel employees in Kuala Lumpur / Syed Sabeer Ali Ahmed Khan
by: Ahmed Khan, Syed Sabeer Ali
Published: (2001)

Antecedents and outcome of service recovery performance in service industry in Malaysia
by: Ng, Shu Ting, et al.
Published: (2018)

Impact of service guarantee on empowerment and employee motivation in four and five star hotels in Malaysia
by: Mohd Shahril, Aslinda, et al.
Published: (2012)

Service guarantee : the impact of empowerment and employee motivation in four and five star hotel in Malaysia.
by: Mohd Shahril, Aslinda, et al.
Published: (2013)

Antecedents of customer loyalty in the Malaysian hotel industry
by: Cheng, Boon Liat *, et al.
Published: (2015)

Employees' brand commitment in the service industry : luxury hotel chains in Malaysia / Cheng Siew Yee
by: Cheng, Siew Yee
Published: (2011)

Service guarantees : the impact on empowerment and five star hotels in Malaysia.
by: Mohd Shahril, Aslinda, et al.
Published: (2013)

The relationship between service guarantees, empowerment, employee satisfaction, service quality in four and five star hotels in Malaysia
by: Mohd Shahril, Aslinda, et al.
Published: (2013)

Gender Differences on Job Satisfaction of the Five-Star Hotel Employees: The Case of the Turkish Hotel Industry
by: Derya k, K., et al.
Published: (2012)

Factors that affecting the adoption of using online hotel booking in Malaysia
by: Chan, Chin Khai, et al.
Published: (2018)

Service Sabotage in Hotel Industry: Empirical Study Using Social Bonding Theory
by: Tan, Sylvia Hooi Sien
Published: (2006)

Compensation policies for hotel, food and beverage department`s employees / Foon Hoong Fatt.
by: Foon, Hoong Fatt
Published: (2004)

A study of employee satisfaction and its effects toward loyalty in hotel industry
by: Chan, Soo Yin, et al.
Published: (2011)

The impact of marketing auditing on employee’s commitment with marketing ethics in Jordanian Five star Hotels
by: Tareq N. , Hashem
Published: (2013)

Antecedents of E-Business Adoption Level in the Manufacturing Sector
by: Tan, Hua Chiang
Published: (2006)

Factors That Affecting Customer Satisfaction among Local Tourists toward Budget Hotels in Malaysia
by: Chong, Yen Ting, et al.
Published: (2016)

Measuring Customer Satisfaction In Five-Star Hotels In Malaysia
by: Hia, Kuek Gek
Published: (2003)

The linkage between training and development and co-worker support towards employees‟ engagement in hotel industry
by: Lai, Pei Yew, et al.
Published: (2014)

A study of relationship between core self-evaluation and employees’ job satisfaction in hotel industry
by: Ng, Ginny Chien Ee, et al.
Published: (2014)

A study on the impacts towards the loyalty of the employee among the back of house staffs in hotel industry
by: Kee, Hui Poo, et al.
Published: (2012)

The Antecedents of Organizational Commitment in Banking Industry
by: Yap, Yee Chin
Published: (2015)

The study of antecedents of customer loyalty towards established mobile service providers in Malaysia / Nicole Yap Chen Yan.
by: Yap, Nicole Chen Yan
Published: (2010)

The effect of big five personality on job performance: Job autonomy as the moderator
by: Chia, Choo Seng, et al.
Published: (2013)

Factors affecting employees’ job involvement in fast food industry
by: Gan, Chia Seng, et al.
Published: (2011)

Antecedents of Workplace Bullying in Malaysia Office Environment
by: Tang, Chiu Leng
Published: (2018)

Green energy conservation practices in the five stars hotel in Malaysia
by: Lo, Rita *
Published: (2012)

Job characteristics affecting employees' job involvement in fast food industry
by: Nurul Salwana, Mohamad Kamal
Published: (2013)

Market orientation and organizational performance :|bthe impact of service quality a study on hotel industry in Malaysia
by: Chin, Chee Hua.
Published: (2012)

Causal relationship between service guarantees and customer satisfaction in four-and five-star hotels in Malaysia
by: Mohd Shahril, Aslinda
Published: (2014)

Potential antecedents and outcomes of frontline employees’ service recovery performance
by: Nik Mohd Masdek, Nik Rozana, et al.
Published: (2011)

Service quality and customer satisfaction : antecedents of customer's re-patronage intentions
by: Yap, Sheau Fen, et al.
Published: (2007)

Andecedents of co-creative service innovation in social network sites (SNSS): Evidence from the hotel industry of Malaysia
by: Chai, Zi Ying
Published: (2019)

Frontline Employees’ Service Recovery Performance in Malaysian Hotels
by: Nik Mohd Masdek, Nik Rozana
Published: (2010)

Antecedents and outcome of consumer ethnocentrism towards Japanese convenience store
by: Poon, Jia Sying, et al.
Published: (2019)

Factors affecting the millennial’ satisfaction with e-hailing services in Malaysia
by: Lee, Mei Ru
Published: (2022)

Factors affecting the adoption level of c-commerce: An empirical study
by: Chong, Alain Yee Loong, et al.
Published: (2009)

How do online sales affect the transformation of the traditional bereavement service industry during the covid-19 pandemic?
by: Tan, Yen Thong
Published: (2022)