Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees
This paper explores a model of the effects of empowerment, training, and reward on frontline employees' service recovery performance, job satisfaction, and turnover intentions. Data were collected using questionnaires. The hotel industry was chosen as the platform being surveyed due to the boun...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Universiti Putra Malaysia Press
2011
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| Online Access: | http://psasir.upm.edu.my/id/eprint/40654/1/8.pdf |
| _version_ | 1825949641661743104 |
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| author | Nik Mohd Masdek, Nik Rozana Abdul Aziz, Yuhanis Awang, Khairil Wahidin |
| author_facet | Nik Mohd Masdek, Nik Rozana Abdul Aziz, Yuhanis Awang, Khairil Wahidin |
| author_sort | Nik Mohd Masdek, Nik Rozana |
| collection | UPM |
| description | This paper explores a model of the effects of empowerment, training, and reward on frontline employees' service recovery performance, job satisfaction, and turnover intentions. Data were collected using questionnaires. The hotel industry was chosen as the platform being surveyed due to the boundary spanning roles of its employees who were underpinned by frequent contacts with customers during their day to day activities. As such, it is most likely that employees, particularly the front-liners, would be individuals who address service failures. Hypotheses were formulated from previous conceptual and empirical studies. In this study, eleven hypotheses were posed to test the inter-linkages between six identified variables. Spearman Correlation was used as the method of analysis, whereby empowerment and training were found to be correlated with service recovery performance, job satisfaction, and turnover intentions. Meanwhile, reward was found to be correlated with only service recovery performance and job satisfaction. Conclusion, limitations and future research direction were also discussed. |
| first_indexed | 2024-03-06T08:47:41Z |
| format | Article |
| id | upm.eprints-40654 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T08:47:41Z |
| publishDate | 2011 |
| publisher | Universiti Putra Malaysia Press |
| record_format | dspace |
| spelling | upm.eprints-406542015-10-08T02:06:05Z http://psasir.upm.edu.my/id/eprint/40654/ Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees Nik Mohd Masdek, Nik Rozana Abdul Aziz, Yuhanis Awang, Khairil Wahidin This paper explores a model of the effects of empowerment, training, and reward on frontline employees' service recovery performance, job satisfaction, and turnover intentions. Data were collected using questionnaires. The hotel industry was chosen as the platform being surveyed due to the boundary spanning roles of its employees who were underpinned by frequent contacts with customers during their day to day activities. As such, it is most likely that employees, particularly the front-liners, would be individuals who address service failures. Hypotheses were formulated from previous conceptual and empirical studies. In this study, eleven hypotheses were posed to test the inter-linkages between six identified variables. Spearman Correlation was used as the method of analysis, whereby empowerment and training were found to be correlated with service recovery performance, job satisfaction, and turnover intentions. Meanwhile, reward was found to be correlated with only service recovery performance and job satisfaction. Conclusion, limitations and future research direction were also discussed. Universiti Putra Malaysia Press 2011-09 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/40654/1/8.pdf Nik Mohd Masdek, Nik Rozana and Abdul Aziz, Yuhanis and Awang, Khairil Wahidin (2011) Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees. Pertanika Journal of Social Sciences & Humanities, 19 (2). pp. 369-383. ISSN 0128-7702; ESSN: 2231-8534 http://www.pertanika.upm.edu.my/Pertanika%20PAPERS/JSSH%20Vol.%2019%20%282%29%20Sept.%202011/8.pdf |
| spellingShingle | Nik Mohd Masdek, Nik Rozana Abdul Aziz, Yuhanis Awang, Khairil Wahidin Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees |
| title | Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees |
| title_full | Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees |
| title_fullStr | Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees |
| title_full_unstemmed | Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees |
| title_short | Impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees |
| title_sort | impact of selected organizational characteristics on psychological and behavioural outcomes of hotel frontline employees |
| url | http://psasir.upm.edu.my/id/eprint/40654/1/8.pdf |
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