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

Bibliographic Details
Main Author:	Hamir, Norhamizan
Format:	Thesis
Language:	English
Published:	2020
Subjects:	L7-991 Education (General)
Online Access:	http://eprints.usm.my/51862/
Abstract	Abstract here

Similar Items

Job Embeddedness, Work Engagement, And Ethical Work Climate On Turnover Intention Of Academic Staff In Private Higher Educational Institutions
by: Ching , Sock Lee
Published: (2016)

The relationship between internal marketing and service quality: examining the mediating roles of organisational commitment among frontline employees in Sabah public service / Rozanah Abd Hamid
by: Abd Hamid, Rozanah
Published: (2020)

The Impact Of Human Resource Management Practices On Employee Retention Among The Frontline Hotel Employees In Malaysia
by: Moona Haji Mohamed, Ramesh Kumar
Published: (2017)

High performance work system (HPWS), organisational justice, on-the-job embeddedness and turnover intention among employees at five-star hotels in Malaysia / Mohd Faeez Saiful Bakhtiar
by: Saiful Bakhtiar, Mohd Faeez
Published: (2021)

The Influence of Human Resource Management Practices on Employees Work Related Attitude and Behavior: Examining the Effect of Job Embeddedness
by: Munusamy Naidu, Kalpana
Published: (2010)

Service - Oriented Organisational Citizenship Behaviour In Malaysian Upscale Hotels: The Role Of Organisational Resources, Job Resources, Personal Resources, And Work Engagement
by: Choo, Ling Suan
Published: (2014)

The mediating effect of working engagement on transparency and commitment of Human Resource Management practices and job performance
by: Mozael, Bassam Mohsin
Published: (2023)

The effect of perceived organisational support, perceived co-worker support and job embeddedness on employee retention in Malaysian private universities
by: Lim, Yong Hooi
Published: (2023)

Leader-member exchange, emotional intelligence and disabled employees’ job embeddedness: the mediating role of organizational climate / Hasnizawati Hashim
by: Hashim, Hasnizawati
Published: (2017)

The Influence Of Human Practices, Digital Intensity And Innovation On Service Recovery Performance In Malaysian Hotels
by: Rosli, Nuraina Nadiah
Published: (2024)

Workplace Bullying And Work Engagement Among Hotel Employees In Pakistan: The Roles Of Psychological Well-Being, Work Meaningfulness And Psychosocial Safety Climate
by: Anwar, Aizza
Published: (2023)

The Factors That Influence Employee Retention and its Impact on Organizational Citizenship Behavior and Job Embeddedness: A Study at the Public Sector Organizations in Malaysia
by: Asiah Ali
Published: (2024)

The relationship between employee individual, job and organizational characteristics with job satisfaction, organizational commitment and propensity to leave in the hotel industry in Tehran, Iran / Leila Radmand
by: Radmand, Leila
Published: (2011)

The Consequences Of Service Operations Practice And Service Responsiveness On Hotel Performance: Examining Hotels In Malaysia.
by: Razalli, Mohd Rizal
Published: (2008)

The Consequences Of Service Operations Practice And Service Responsiveness On Hotel Performance: Examining Hotels In Malaysia.
by: Razalli, Mohd Rizal
Published: (2008)

Employee Perception Of The Performance Appraisal Justice And Its Relationship With Employee Engagement And Affective Commitment
by: Abdul Hamid, Hazlan
Published: (2017)

Influence Of Personality And Spirituality On Job Satisfaction And Organizational Commitment Among Employees From The Hotel Industry In Penang: The Role Of Gender And Ethnicity
by: Mathavan, Hemalatha
Published: (2023)

Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants
by: Chee, Wei Ting
Published: (2025)

Muslim-friendly hotels in Malaysia: analysing service performance via muslim friendly service suuply chain management, internal measurement of service quality, employees’ relation, and the mediating role of employees’ service behaviour / Nik Izzul Islam
by: Islam, Nik Izzul
Published: (2024)

Improvement of employee job satisfaction to improve employee service performance at ZCGS Company in Leshan, China
by: Chen Xin
Published: (2025)

The Effects Of Electronic Communication, Eustress, Job Satisfaction On Employee Engagement
by: Almazrouei, Sultan Ali Suleiman
Published: (2016)

The effect of individual and organizational factors of employee engagement on employee attitude towards work
by: Ngui, Wai Keng
Published: (2025)

Examining the consequences of leadership behaviour, self-efficacy and psychological climate with job satisfaction and work engagement on organizational values in hotel industry / Leila Radmand
by: Radmand, Leila
Published: (2017)

Job engagement, job satisfaction, perceived job stress, affective organizational commitment and individual work performance: the case of Sibu Resident and District Office (RANDO) / Joycelyne Anak Nyandang ... [et.al]
by: Nyandang, Joycelyne, et al.
Published: (2019)

Work Happiness And Turnover Intention Among Hotel Employees In Thailand
by: Trakulmaykee, Yaowalak
Published: (2016)

The Influence Of Job Insecurity And Affective Commitment On Employees’ Intention To Leave
by: Arifan, Nadzirah
Published: (2022)

Influence Of High-Performance Work System On Employee Performance And Mediating Role Of Employee Engagement
by: Rahman A, Alshammari Tai Abdul
Published: (2024)

A study on employee engagement towards citizen centric public service excellence / Norazlin Mohd Nor
by: Mohd Nor, Norazlin
Published: (2019)

The influence of perceived high-performance work systems on innovative work behavior through work engagement
by: Noor Hassanah Husin
Published: (2025)

Job Performance Of Public Hospital Nurses: The Role Of Personal Resources, Job Resources And Work Engagement
by: Othman, Noraini
Published: (2012)

Job Performance Of Public Hospital Nurses: The Role Of Personal Resources, Job Resources And Work Engagement
by: Othman, Noraini
Published: (2012)

The Relationship Between HRM Practices and Service Quality in Higher Education in Yemen : Organizational Commitment, Job Satisfaction and Job Involvement as Mediating Variables
by: Abd Al-Aziz Hamed Saaed Al -Refaei
Published: (2024)

Modeling the predictors of organisational commitment among operational hotel employees in Malaysia / Siti Aishah Edros
by: Edros, Siti Aishah
Published: (2022)

Hotel Service Quality And Customer Loyalty In Jordanian Hotels: A Case Study Of Marriott Hotels Chain
by: al-Rousan, Ramzi Mahmoud Refai
Published: (2011)

Union Commitment: A Case Of Two Malaysian Unions (The Amalgamated Union Of Employees In Government Clerical And Allied Services And The National Union Of Banking Employees).
by: Johari, Husna
Published: (2006)

Union Commitment:- A Case Of Two Malaysian Unions (The Amalgamated Union Of Employees In Government Clerical And Allied Services And The National Union Of Banking Employees)
by: Johari, Husna
Published: (2006)

The role of SMS's frontlines in mobile advertising based on consumer attitude
by: Hatem S. Y. Nabus
Published: (2025)

The relationship between employee engagement, employee voice and work performance among Johor state government officers
by: Nur Zahidah Abdul Latif
Published: (2025)

The factors that influence motivation to transfer,and its impact on employees work engagement in Libya
by: Mahmoud Hassan Ali Daw
Published: (2024)

Influence Of Organizational Factors And Demographic Variables On Job Satisfaction Among Hotel Employees In Bangladesh
by: Akter, Afroza
Published: (2019)