The Interactive Impact of Organizational Support, Service Training and Empowerment on Employees' Affective Commitment and Service Recovery Performance: Hotel Front Office Department’s Perspective | ||||
| Journal of Association of Arab Universities for Tourism and Hospitality | ||||
| Article 9, Volume 20, Issue 3, June 2021, Page 148-172 PDF (828.95 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/jaauth.2021.68852.1160 | ||||
 View on SCiNiTO | ||||
| Authors | ||||
Mohammed Elziny  ; Hany Essam El-Din Mohamned Emam
| ||||
| Hotel Management, Faculty of Tourism and Hotel Management, Helwan University, Cairo, Egypt. | ||||
| Abstract | ||||
| This study investigated the interrelationship of some management practices of service quality, as manifested by front office employees' appraisal of organizational support, service training and empowerment and service recovery performance through their affective commitment in the Egyptian hotel sector. This research reports the findings of questionnaire survey distributed to 219 employees from the front office department of five-star hotels in Cairo. Previously developed and validated measures for organizational support, service training, empowerment, affective commitment and service recovery performance were adopted to test the research hypotheses. Results indicate that organizational support, service training, empowerment and employees' affective commitment are directly related to service recovery performance, though no direct effect of service training over employees' affective commitment was found. Moreover, employees' affective commitment partially mediates the relationship between organizational support, empowerment and service recovery performance. Thus, organizational support and empowerment can strongly relate with achieving a higher level of service recovery performance in the front office department with mediation of its employees' affective commitment. | ||||
| Keywords | ||||
| Organizational support; Service training; Empowerment; Affective commitment; Service recovery; Hotel industry | ||||
| References | ||||
|
– Abdien, M. K. (2017). Work Environment and Service Recovery Performance in Hotel Operations in Egypt. Journal of the Faculty of Tourism and Hotels; Alexandria University, 14(2).
– Alex, J., & George, P. (2014). The effects of workplace dimensions on job satisfaction and organisational commitment. Journal of Organisation and Human Behaviour, 3(2), 63-66.
– Alfandi, A. M. (2016). Training impact on the performance of employees: a case of Jordanian travel and tourism institutions. International Business Management, 10(4), 377-384.
– Alijanpour, M. Dousti, M. & Khodayari, A. (2013). The relationship between the perceived organizational support and organizational commitment in staff (A case study: General office for sport and the youth, Mazandaran province), European Journal of Experimental Biology, 3(5), 165-171.
– Appelbaum, S. H., Karasek, R., Lapointe, F., & Quelch, K. (2015). Employee empowerment: factors affecting the consequent success or failure (Part II). Industrial and commercial training.
– Arbuckle, J. L. (2011). IBM SPSS Amos 20 user’s guide. Amos Development Corporation, SPSS Inc.
– Ardahan, M. G. (2007). The influence of selected antecedents of frontline employee's perceptions of service recovery performance. Hospitality Review, 25 (2), 9-32.
– Argyris, C. (1998). Empowerment: The emperor's new clothes. Harvard business review, 76, 98-105.
– Asfaw, A. M., Argaw, M. D., & Bayissa, L. (2015). The impact of training and development on employee performance and effectiveness: A case study of District Five Administration Office, Bole Sub-City, Addis Ababa, Ethiopia. Journal of Human Resource and Sustainability Studies, 3(4), 188--202.
– Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003). The effect of management commitment to service quality on employees' affective and performance outcomes. Journal of the Academy of marketing Science, 31(3), 272-286.
– Baron, S., Harris, K., Elliott, D., Ashill, N. J., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public health‐care environment. Journal of Services Marketing, 19(5), 293–308.
– Beheshtifar, M., & Herat, B. H. (2013). To promote employees commitment via perceived organizational support. International Journal of Academic Research in Business and Social Sciences, 3(1), 306-313.
– Bindl, U. K., & Parker, S. K. (2011). Proactive work behavior: Forward-thinking and change-oriented action in organizations. In APA handbook of industrial and organizational psychology, Vol 2: Selecting and developing members for the organization. (pp. 567-598). American Psychological Association.
– Biswakarma, G. (2017). Influence of employees’ perceived organizational support and job performance on customer satisfaction: an empirical support from Nepalese hospitality sector. Kelaniya Journal of Management, 5(2), 80-49.
– Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management 11 (1), 63-90.
– Cao, J., Liu, C., Wu, G., Zhao, X., & Jiang, Z. (2020). Work–Family Conflict and Job Outcomes for Construction Professionals: The Mediating Role of Affective Organizational Commitment. International journal of environmental research and public health, 17(4), 1443.
– Casper, W. J., Harris, C., Taylor-Bianco, A., & Wayne, J. H. (2011). Work–family conflict, perceived supervisor support and organizational commitment among Brazilian professionals. Journal of Vocational Behavior, 79(3), 640-652.
– Combs, J., Liu, Y., Hall, A., & Ketchen, D. (2006). How much do high‐performance work practices matter? A meta‐analysis of their effects on organizational performance. Personnel psychology, 59(3), 501-528.
– D'abate, C. P., Youndt, M. A., & Wenzel, K. E. (2009). Making the most of an internship: An empirical study of internship satisfaction. Academy of Management Learning & Education, 8(4), 527-539.
– Danish, R., Humayon, A., Shahid, A., Ahmad, H., & Murtaza, G. (2015). Relationship between perceived organizational support and organizational citizenship behavior; a study of employees in national highway authority of Pakistan. American Journal of Economics, Finance and Management, 1(3), 195-199.
– Eder, P., & Eisenberger, R. (2008). Perceived organizational support: Reducing the negative influence of coworker withdrawal behavior. Journal of management, 34(1), 55-68.
– Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Reciprocation of perceived organizational support. Journal of applied psychology, 86(1), 42.
– Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied psychology, 71(3), 500-507.
– Ekiz, E., Khoo‐Lattimore, C., & Memarzadeh, F. (2012). Air the anger: investigating online complaints on luxury hotels. Journal of Hospitality and Tourism Technology, 3(2), 96–106.
– Eylon, D., & Bamberger, P. (2000). Empowerment cognitions and empowerment acts: Recognizing the importance of gender. Group & Organization Management, 25(4), 354-372.
– Filip, A. (2013). Complaint management: A customer satisfaction learning process. Procedia-Social and Behavioral Sciences, 93, 271-275.
– Forrester, R. (2000). Empowerment: Rejuvenating a potent idea. Academy of Management Perspectives, 14(3), 67-80.
– Fulford, M. D., & Enz, C. A. (1995). The impact of empowerment on service employees. Journal of Managerial Issues, 161-175.
– Guan, X., Sun, T., Hou, Y., Zhao, L., Luan, Y. Z., & Fan, L. H. (2014). The relationship between job performance and perceived organizational support in faculty members at Chinese universities: a questionnaire survey. BMC medical education, 14(1), 1-10.
– Hair, J. F., Jr., Black, J. W., Babin, B. J., & Anderson, E. R. (2010). Multivariate data analysis. (7th ed.). Essex, UK: Pearson Education Limited.
– Hart, C. W., Heskett, J. L., & Sasser Jr, W. E. (1990). The profitable art of service recovery. Harvard business review, 68(4), 148-156.
– Hassan, A. (2015). Consequences of Service Recovery: Evidences from Public Sector of Pakistan. Journal of Business and Management, 17(5), 65-72.
– Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55.
– Huertas-Valdivia, I., Llorens-Montes, F. J., & Ruiz-Moreno, A. (2018). Achieving engagement among hospitality employees: A serial mediation model. International Journal of Contemporary Hospitality Management
– Ibrahim, H. I., Isa, A., & Shahbudin, A. S. M. (2016). Organizational support and creativity: The role of developmental experiences as a moderator. Procedia Economics and Finance, 35, 509-514.
– Iqbal, S., & Hashmi, M. S. (2015). Impact of perceived organizational support on employee retention with mediating role of psychological empowerment. Pakistan Journal of Commerce and Social Sciences (PJCSS), 9(1), 18-34.
– Jernigan, E., Beggs, J. M., & Kohut, G. F. (2016). AN EXAMINATION OF NURSES'WORK ENVIRONMENT AND ORGANIZATIONAL COMMITMENT. Academy of Educational Leadership Journal, 20(1), 112.
– Karatepe, O. M. (2014). The importance of supervisor support for effective hotel employees: An empirical investigation in Cameroon. Cornell Hospitality Quarterly, 55(4), 388-397.
– Karatepe, O. M., & Vatankhah, S. (2015). High-performance work practices, career satisfaction, and service recovery performance: a study of flight attendants. Tourism Review, 70(1), 56–71.
– Karatepe, O. M., Baradarani, S., Olya, H. G., Ilkhanizadeh, S., & Raoofi, A. (2014). The effects of high performance work practices on critical performance outcomes: Evidence from the hotel industry. European Journal of Tourism, Hospitality and Recreation, 5(3), 49-67.
– Khan, M. L., Salleh, R., & Hemdi, M. A. B. (2016). Effect of protean career attitudes on organizational commitment of employees with moderating role of organizational career management. International review of management and marketing, 6(4S).
– Kim, T. T., Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism management, 30(1), 51-62.
– Kim, T., Henderson, A. C., & Eom, T. H. (2015). At the front line: Examining the effects of perceived job significance, employee commitment, and job involvement on public service motivation. International Review of Administrative Sciences, 81(4), 713-733.
– Kirkbir, F., & Cengiz, E. (2007). Do frontline staff’s psychographic attributes and perception of organizational factors affect service recovery performance. Innovative Marketing, 3(4), 21-29.
– Koberg, C. S., Boss, R. W., Senjem, J. C., & Goodman, E. A. (1999). Antecedents and outcomes of empowerment: Empirical evidence from the health care industry. Group & organization management, 24(1), 71-91. – Krishnan, J., & Mary, V. S. (2012). Perceived organisational support–an overview on its antecedents and consequences. International Journal of Multidisciplinary Research, 2(4), 2-3.
– Kum, F. D., Cowden, R., & Karodia, A. M. (2014). The impact of training and development on employee performance: A case study of ESCON Consulting. Singaporean Journal of Business Economics and Management Studies, 3(3), 72-105.
– Lai, M. C., & Chou, F. S. (2015). The relationships among involvement level, service failure, service recovery disconfirmation and customer lifetime value. Journal of Economics, Business and Management, 3(4), 452-457.
– Lewis, B. R., & Gabrielsen, G. O. (1998). Intra-organisational aspects of service quality management: the employees’ perspective. Service Industries Journal, 18(2), 64-89.
– Liden, R. C., Wayne, S. J., & Sparrowe, R. T. (2000). An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes. Journal of applied psychology, 85(3), 407.
– Luna-Arocas, R., & Lara, F. J. (2020). Talent Management, Affective Organizational Commitment and Service Performance in Local Government. International Journal of Environmental Research and Public Health, 17(13), 4827.
– Mahyoub, M. M., Farea, M. M. & Bardai, B. (2017). The impact of human resource management practices on service recovery performance among telecommunication companies in Yemen, The International Journal of Business and Management, 5(1), 59 65.
– Malhotra, N. & Lages, C. R. (2015). Frontline Service Recovery Performance Through the Lens of Organizational Support Theory: Exploring the Role of POS and Felt Obligation, The international research conference in service management, a Londe les Maures, France May 27, 28, 29 & 30 2014.
– Malik, M., Wan, D., Ahmad, M. I., Naseem, M. A., & ur Rehman, R. (2015). The role of LMX in employees job motivation, satisfaction, empowerment, stress and turnover: Cross country analysis. Journal of Applied Business Research (JABR), 31(5), 1897-2000.
– Manoj, A. S. (2013). A Study on the Efficiency of Training in Hospitality–A Kerala Tourism Development Corporation (KTDC) Experience, Trivandrum, Karela. International Journal of Advanced Research in Management and Social Sciences, 7(4), 171-186.
– Masoud, E. Y., & Hmeidan, T. A. (2013). THE EFFECT OF PERCEIVED WORK ENVIRONMENT ON FRONTLINE EMPLOYEES’SERVICE RECOVERY PERFORMANCE: THE CASE OF FOUR AND FIVE STAR HOTELS IN JORDAN. European Scientific Journal, 9(11), 129-147.
– Meyer, J. P. & Smith C. A. (2000). HRM Practices and Organizational Commitment: Test of a Mediation Model, Canadian Journal of Administrative Sciences, 17(4), 319-331.
– Michel, J. W., Tews, M. J., & Allen, D. G. (2019). Fun in the workplace: A review and expanded theoretical perspective. Human Resource Management Review, 29(1), 98-110.
– Michel, S., Bowen, D., & Johnston, R. (2009). Why service recovery fails: Tensions among customer, employee, and process perspectives. Journal of Service Management, 20(3), 253-273.
– Nadiri, H., & Tanova, C. (2016). What factors influence employee service recovery performance and what are the consequences in health care? Quality management in health care, 25(3), 162-175.
– Nair, M. S., Salleh, R., & Nair, S. K. (2014). Employee turnover in the Malaysian retail industry. Global Business and Management Research, 6(4), 283-289.
– Ogbonna, C. O., & Igbojekwe, P. A. (2015). Evaluation of Service Recovery Strategies in Some Hotels in Lagos Metropolis, Lagos, Nigeria. Indian Journal of Commerce and Management Studies, 6(2), 57-63.
– Othman, Z., Zahari, M. S. M., & Radzi, S. M. (2013). Customer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia-Social and Behavioral Sciences, 105, 115-121.
– Pallant, J. (2005). SPSS survival manual: A step by step guide to data analysis using SPSS version 12. (2nd ed.). Berkshire: Open University Press.
– Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263-277.
– Piaralal, N. K., Mat, N., Piaralal, S. K., & Bhatti, M. A. (2014). Human resource management factors and service recovery performance in Malaysian life insurance industry: Exploring the moderating effects of employment status. European Journal of Training and Development, 38(6), 524–552.
– Piaralal, S. K., Bhatti, M. A., Piaralal, N. K., & Juhari, A. S. (2016). Factors affecting service recovery performance and customer service employees. International Journal of Productivity and Performance Management, 65(7), 898 – 924.
– Prasongsukarn, K., & Patterson, P. G. (2012). An extended service recovery model: the moderating impact of temporal sequence of events. Journal of Services Marketing, 26(7), 510-520.
– Raineri, A. (2017). Linking human resources practices with performance: the simultaneous mediation of collective affective commitment and human capital. The International Journal of Human Resource Management, 28(22), 3149-3178.
– Ramesh, R., & Kumar, K. S. (2014). Role of employee empowerment in organizational development. International Journal of scientific research and management (IJSRM), 2(8), 1241-1245.
– Rejikumar, G. (2015). An empirical study on antecedents of perceived service recovery quality in e-banking context. The Journal of Internet Banking and Commerce, 20(3), 1-24.
– Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: a review of the literature. Journal of applied psychology, 87(4), 698.
– Rod, M., & Ashill, N. J. (2009). Symptoms of burnout and service recovery performance. Managing Service Quality: An International Journal, 19(1), 60-84..
– Rosa, N. T., & Ancok, D. (2020). The Influence of Spiritual Leadership on Affective Commitment through Calling and Membership (A Study at Zainab Mother and Child Hospital in Pekanbaru). Journal of leadership in organizations, 2(1), 18-29.
– Santos‐Vijande, M. L., Díaz‐Martín, A. M., Suárez‐Álvarez, L., & del Río‐Lanza, A. B. (2013). An integrated service recovery system (ISRS). European Journal of Marketing, 47(5/6), 934-963.
– Schumacher, S., & Komppula, R. (2016). A case study on service recovery: Frontline employees’ perspectives and the role of empowerment. European Journal of Tourism, Hospitality and Recreation, 7(2), 117-127.
– Sieger, P., Bernhard, F., & Frey, U. (2011). Affective commitment and job satisfaction among non-family employees: Investigating the roles of justice perceptions and psychological ownership. Journal of Family Business Strategy, 2(2), 78-89.
– Spreitzer, G. M., Kizilos, M. A., & Nason, S. W. (1997). A dimensional analysis of the relationship between psychological empowerment and effectiveness satisfaction, and strain. Journal of management, 23(5), 679-704.
– Tariq, S., Jan, F. A., & Ahmad, M. S. (2016). Green employee empowerment: a systematic literature review on state-of-art in green human resource management. Quality & Quantity, 50(1), 237-269.
– Tews, M., Hoefnagels, A., Jolly, P., Stafford, K. (2020). Turnover among young adults in the hospitality industry: examining the impact of fun in the workplace and training climate, Employee Relations: The International Journal Vol. 43 No. 1, pp. 245-261
– Truss, C. (1999). Soft and hard models of HRM. Strategic Human Resource Management.
– Tucker, L. R., & Lewis, C. (1973). A reliability coefficient for maximum likelihood factor analysis. Psychometrika, 38(1), 1-10.
– Walker, J. R., & Miller, J. E. (2012). Supervision in the Hospitality Industry (7th Ed). Hoboken, New Jersey: John Wiley& Sons, Inc.
– Wamuyu, S. N., Gichira, R., Wanjau, K. L. & Mungatu, J. (2015). Employee empowerment in service recovery and customer loyalty in the hospitality industry in Kenya, International Journal of Economics, Commerce and Management, 3(9), 27-41.
– Wickramasinghe , D., & Wickramasinghe, V. (2012). Effects of perceived organizational support on participation in decision making, affective commitment and job satisfaction in lean production in Sri Lanka. Journal of Manufacturing Technology Management, 23(2), 157 - 177.
– Woo, B., & Chelladurai, P. (2012). Dynamics of perceived support and work attitudes: The case of fitness club employees. Human Resource Management Research, 2(1), 6-18.
– Yavas, U., Karatepe, O. M., & Babakus, E. (2010). Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey. Tourism Review, 65(3), 70–83.
– Yavas, U., Karatepe, O. M., Avci, T., & Tekinkus, M. (2003). Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks. International Journal of Bank Marketing, 21(5), 255–265. | ||||
|
Statistics Article View: 736 PDF Download: 639 |
||||
