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1-7 of 7
Keywords: Service recovery performance
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Journal Articles
Health-oriented leadership and service performance in hospitality workplaces: the indirect effect of psychological well-being
Available to Purchase
International Journal of Contemporary Hospitality Management (2026) 38 (1): 148–168.
Published: 21 November 2025
... (Survey 1) and their immediate managers (Survey 2) in three cities in Taiwan. SmartPLS 4 was used to test hypotheses. Findings The findings revealed that HOL positively enhanced PWB, which was closely linked to improvements in both service recovery performance ( SRP ) and organizational citizenship...
Includes: Supplementary data
Journal Articles
Rethinking how to drive service recovery: coaching behavior in contemporary tourism and hospitality sector
Available to Purchase
International Journal of Contemporary Hospitality Management (2025) 37 (12): 4138–4157.
Published: 18 November 2025
...Zhen Yan; Dogan Gursoy; Zuraina Dato Mansor; Wei Chong Choo Purpose This study aims to explore the cascading influence of managerial coaching behavior ( MCB ) on employee service recovery performance ( SRP ) within the tourism and hospitality enterprises. Using a multilevel mediation model...
Journal Articles
Error management orientation: impact on service recovery performance, and the mediating role of self-efficacy
Available to Purchase
International Journal of Contemporary Hospitality Management (2023) 35 (10): 3518–3541.
Published: 03 March 2023
... orientation (EMO) of hospitality employees influence their service recovery performance (SRP) through self-efficacy. In Study 1, data was collected from 161 hotel managers in the USA. In Study 2, data was collected from 215 restaurant employees in Turkey. Partial least squares (PLS) method using...
Journal Articles
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and tenure
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International Journal of Contemporary Hospitality Management (2023) 35 (1): 64–91.
Published: 19 August 2022
...Huy Gip; Priyanko Guchait; Aysin Paşamehmetoğlu; Do The Khoa Purpose The purpose of this study is to examine the mediating effect of psychological well-being between organizational dehumanization and two outcome variables: service recovery performance and service sabotage. This research also...
Journal Articles
Tolerating errors in hospitality organizations: relationships with learning behavior, error reporting and service recovery performance
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International Journal of Contemporary Hospitality Management (2020) 32 (8): 2635–2655.
Published: 02 July 2020
... the relationships between error tolerance and hospitality employees’ three critical work behaviors, namely, learning behavior, error reporting and service recovery performance. Psychological safety and self-efficacy are hypothesized to be the underlying attitudinal mechanisms that link error tolerance...
Journal Articles
Does hotel employees’ quality of work life mediate the effect of psychological capital on job outcomes?
Available to Purchase
International Journal of Contemporary Hospitality Management (2017) 29 (6): 1638–1657.
Published: 12 June 2017
... Limited Licensed re-use rights only This study aims to investigate quality of work life (QWL) as a partial mediator of the impact of psychological capital (PsyCap) on service recovery performance (SRP) and turnover intentions (TI). Data were obtained from 288 frontline employees in ten...
Journal Articles
Emotional intelligence and emotional labor acting strategies among frontline hotel employees
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International Journal of Contemporary Hospitality Management (2012) 24 (7): 1029–1046.
Published: 28 September 2012
...) on the relationships among EL acting strategies, emotional exhaustion (EE) and service recovery performance (SRP). Design/methodology/approach The survey was administered in five‐star hotels in Korea. Frontline employees of the hotels participated in the survey and a total of 353 returned questionnaires were used...
