التفاصيل البيبلوغرافية
| العنوان: |
How to Improve Frontline Employees' Service Remedial Performance in Hospitality Industry: Modeling and Empirical Study. (English) |
| المؤلفون: |
Yu-mei Wang, Xue-lian Liu, Qing Cong |
| المصدر: |
Tourism Tribune / Lvyou Xuekan; 2012, Vol. 27 Issue 3, p69-77, 9p |
| مصطلحات موضوعية: |
STRUCTURAL equation modeling, HOSPITALITY industry, EMPIRICAL research, JOB satisfaction, EMPLOYEES |
| مستخلص: |
The paper, by adopting Bagozzi's attitude model and method of structural equation modeling, develops and tests the frontline employees' service remedial performance forecasting module based on the perspective of frontline employees' perceptions in hospitality industry. The empirical result indicates that 1. The frontline employees' perceptions on empowerment, training, reward and management of customer complaints provided by hotels have positive effect on their job satisfaction. 2. Management of customer complaints and empowerment not only indirectly exert positive effect on the service remedial performance through the mediating effect of frontline employees' affective variables (job satisfaction and affective commitment), but also directly forecast their service remedial performance. 3. The frontline employees' affective variables are the complete mediating variables that can explain the fact that employees' training and reward positively affect their service remedial performance. 4. Job satisfaction directly exerts positive impact on frontline employees' emotional commitment while in the relationship of indirectly positive impact between job satisfaction and service remedial performance, emotional commitment variables have played complete mediating effect. Finally, the paper sums up the theoretical value to the study of service remedy and practical value to the management in hospitality industry. [ABSTRACT FROM AUTHOR] |
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| قاعدة البيانات: |
Complementary Index |
