Service recovery performance is very important to the hotel industry because it contributes to customer satisfaction and loyalty. Since the nature of jobs in the hotel industry that is characterized by low pay, long working hours, heavy workloads and inconvenient working schedules can affect the frontline employees’ job performance, knowledge on factors influencing their service recovery performance is crucial. Though many studies on service recovery performance have been carried out in the context of developed countries, little research addressing this issue has been carried out in developing countries. Moreover, studies investigating the role of empowerment, rewards and training in influencing service recovery performance among frontline hotel employees are scarce. Therefore, the present study aims to examine the influence of empowerment, rewards and training on service recovery performance among 4-star and 5-star hotels employees in Malaysia. The data was obtained from the 313 frontline hotel employees throughout Malaysia and analyzed using structural equation modeling – partial least square (SEM-PLS) approach. The results showed that empowerment, rewards and training have a significant positive influence on service recovery performance. The findings indicated that service recovery performance can be enhanced by the proper practice of employee empowerment, establish appropriate employee rewards scheme and provide relevant training. Theoretically, the findings contribute to the existing body of knowledge by confirming the applicability of the social exchange theory for human resource management in the context of the service industry. Practically, it provides insight to hoteliers about the need to administer appropriate practice of empowerment, establishing competitive rewards system and provide training for career advancement.
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In-Text Citation: (Hamir, Ismail, Zahari, & Abdullah, 2018)
To Cite this Article: Hamir, N., Ismail, I., Zahari, M. S. M., & Abdullah, D. (2018). The Influence of Empowerment, Rewards, and Training on Service Recovery Performance among Frontline Hotel Employees in Malaysia. International Journal of Academic Research in Business and Social Sciences, 8(15), 49–67.
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