A Comprehensive Research on Empowerment and Service Recovery Performance at Five-Star Hotels in Jordan

Abstract

The aim of this research is to provide a comprehensive picture on the relationships between empowerment and service recovery performance. A 51-item questionnaire, measuring empowerment and service recovery performance, was distributed to 425 employees working in five-star hotels in Jordan with a 70.1% of response rate. Principle component analysis was utilized to determine the construct structure for empowerment and service recovery performance as well as multiple regression analyses to determine the relationships between empowerment and service recovery performance. The results show that two perspectives of empowerment have a magnificent impact on service recovery performance. However, psychological empowerment has a stronger influence on psychological service recovery than tangible service recovery. The results also reveal that the two perspectives of empowerment together have clearly a higher level of impact on service recovery performance than both forms of empowerment does separately. Finally, this research shows that psychological empowerment partially mediates the relationship between structural empowerment and service recovery performance. In this research, new insights into the existing literature, implications and directions for future research are presented.

Using Focus Groups to Modify the Workplace Affective Commitment Multidimensional Questionnaire (Wacmq) for Use in Health Care

“…Focus groups are an exploratory data collection method that is proven to be an effective and efficient way to gather information from a small number of people, providing useful and quality output and yielding valuable insights when group interaction was well-organized and lively (Masadeh, 2012). They are often used as mechanisms to develop items/questions, or to establish reliability and content validity of items or scales in an instrument to be used for data collection (Masadeh, 2012).…”

“…Although one hour was allotted, each focus group only lasted approximately 30 minutes. The literature is mixed with respect to opinions on ideal focus group size (Masadeh, 2012). Five or six is widely utilized in the UK and other countries (Prince & Davies, 2001).…”

Analisis Faktor-Faktor Yang Mempengaruhi Generasi Z Dalam Mengunjungi Objek Wisata Halal Di Kota Lhokseumawe

“…Di antaranya penelitian yang dilakukan Sari & Suyuthie (2020), (Ichsan et al, 2020(Ichsan et al, (2020, Priyanto & Zufriadi (2021) (Litman, 2003). Temuan ini sejalan dengan penelitian sebelumnya dan menemukan adanya hal positif hubungan antara kualitas aksesibilitas dan kepuasan wisatawan (Ababneh, 2013;Forozia et al, 2013). Hal ini dibenarkan oleh fakta bahwa wisatawan meyakini aksesibilitas yang baik ke suatu tujuan penting dalam mempengaruhi mereka untuk membuat keputusan perjalanan (Ab Karim & Chi, 2010).…”