The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy
In recent decades, interest has grown in understanding the mechanisms of service recovery performance (SRP) in the hospitality industry. This study introduces an interactive perspective incorporating both extrinsic and intrinsic factors, investigating the roles of inclusive leadership and job autono...
Saved in:
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of the Algarve - ESGHT - CIEO
2023-07-01
|
| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://www.tmstudies.net/index.php/ectms/article/view/1916 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1841554624101744640 |
|---|---|
| author | Yanni Zhu Yixuan Wang Baoyi Song Qiaoyan Feng Huiying Lin Juan Tang |
| author_facet | Yanni Zhu Yixuan Wang Baoyi Song Qiaoyan Feng Huiying Lin Juan Tang |
| author_sort | Yanni Zhu |
| collection | DOAJ |
| description | In recent decades, interest has grown in understanding the mechanisms of service recovery performance (SRP) in the hospitality industry. This study introduces an interactive perspective incorporating both extrinsic and intrinsic factors, investigating the roles of inclusive leadership and job autonomy on employee self-efficacy, with self-efficacy mediating their relationships with SRP. Surface acting is proposed as a negative moderator. A sample of 83 supervisors and 350 frontline employees from 8 Chinese hotels completed questionnaires. Data analysis was conducted using PLS-SEM in Smart PLS 4 and regression analysis in SPSS 25. Results show that inclusive leadership and job autonomy contribute to strong self-efficacy and enhanced SRP. Surface acting moderates the relationship between inclusive leadership and self-efficacy but not between job autonomy and self-efficacy. This cross-sectional survey offers practical implications for hospitality managers, providing guidance on fostering environments that promote self-efficacy and enhance SRP. Limitations include reliance on self-reported measures and a cross-sectional design. Future research could explore other moderators and mediators, different industries, and use longitudinal or experimental designs to establish causality. |
| format | Article |
| id | doaj-art-40174271c9dc4a18969a2b586338bdd3 |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2023-07-01 |
| publisher | University of the Algarve - ESGHT - CIEO |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-40174271c9dc4a18969a2b586338bdd32025-01-08T13:13:00ZengUniversity of the Algarve - ESGHT - CIEOTourism & Management Studies2182-84662023-07-01193722The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy Yanni Zhu 0Yixuan Wang 1Baoyi Song 2Qiaoyan Feng 3Huiying Lin 4Juan Tang 5Faculty of Hospitality and Tourism Management, Macao University of Science and Technology Faculty of Hospitality and Tourism Management, Macao University of Science and TechnologyMacao University of Science and TechnologyLiuzhou Vocational & Technical College, Liuzhou, Guangxi, China Faculty of Hospitality and Tourism Management, Macao University of Science and Technology Faculty of Hospitality and Tourism Management, Macao University of Science and Technology In recent decades, interest has grown in understanding the mechanisms of service recovery performance (SRP) in the hospitality industry. This study introduces an interactive perspective incorporating both extrinsic and intrinsic factors, investigating the roles of inclusive leadership and job autonomy on employee self-efficacy, with self-efficacy mediating their relationships with SRP. Surface acting is proposed as a negative moderator. A sample of 83 supervisors and 350 frontline employees from 8 Chinese hotels completed questionnaires. Data analysis was conducted using PLS-SEM in Smart PLS 4 and regression analysis in SPSS 25. Results show that inclusive leadership and job autonomy contribute to strong self-efficacy and enhanced SRP. Surface acting moderates the relationship between inclusive leadership and self-efficacy but not between job autonomy and self-efficacy. This cross-sectional survey offers practical implications for hospitality managers, providing guidance on fostering environments that promote self-efficacy and enhance SRP. Limitations include reliance on self-reported measures and a cross-sectional design. Future research could explore other moderators and mediators, different industries, and use longitudinal or experimental designs to establish causality.https://www.tmstudies.net/index.php/ectms/article/view/1916inclusive leadershipjob autonomyself-efficacyservice recovery performancesurface actinghospitality industry |
| spellingShingle | Yanni Zhu Yixuan Wang Baoyi Song Qiaoyan Feng Huiying Lin Juan Tang The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy Tourism & Management Studies inclusive leadership job autonomy self-efficacy service recovery performance surface acting hospitality industry |
| title | The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy |
| title_full | The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy |
| title_fullStr | The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy |
| title_full_unstemmed | The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy |
| title_short | The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy |
| title_sort | interactive effects of extrinsic and intrinsic motivations on service recovery performance the mediating role of self efficacy |
| topic | inclusive leadership job autonomy self-efficacy service recovery performance surface acting hospitality industry |
| url | https://www.tmstudies.net/index.php/ectms/article/view/1916 |
| work_keys_str_mv | AT yannizhu theinteractiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT yixuanwang theinteractiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT baoyisong theinteractiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT qiaoyanfeng theinteractiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT huiyinglin theinteractiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT juantang theinteractiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT yannizhu interactiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT yixuanwang interactiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT baoyisong interactiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT qiaoyanfeng interactiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT huiyinglin interactiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy AT juantang interactiveeffectsofextrinsicandintrinsicmotivationsonservicerecoveryperformancethemediatingroleofselfefficacy |