Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
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pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
A Study on Influencing Factor of Hotel Service r’s Service Recovery and Job Satisfaction
- Journal of Tourism Sciences
- Abbr : JTS
- 2005, 29(3), pp.45~66
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Munshik Suh 1, 오창호 2, 배순철 3
1부산대학교
2영산대학교
3대동대학
Accredited
ABSTRACT
Although service recovery has been a keen interest for improving reputation of service company, few research has been done within the area. Authors focuses on the aspect of service provider, particularly, hotel customer-contact employees and examined antecedents on their service performance. Findings supported the effect of influencing factors and all structural path coefficients were significant. Service recovery also mediated the effects of all influencing factors on job satisfaction. Further, empirical results showed that service provider’s self-leadership affect the service recovery effort .significantly. The paper proposes service organizations effort to focus on employee’s intrinsic factors such as self-leadership and self-efficacy.
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