Converting employee job-related self-efficacy into hotel service recovery performance: moderation function of workplace health training

Abstract

Purpose This paper explores the relationship between employee job-related self-efficacy and hotel service recovery performance through the mediating effect of internal service quality and the moderating effect of workplace health training. This paper is contextualized to social cognitive theory (SCT), which focuses on the interplay between individual and organizational beliefs in service recovery situations. Design/methodology/approach Data were gathered from 435 frontline employees in five-star hotels and analyzed using partial least squares structural equation modeling. Findings Employee job-related self-efficacy was a significant contributor to internal service quality, boosting service recovery performance. Further, workplace health training strengthened the effect of employee job-related self-efficacy on internal service quality and service recovery performance. Practical implications Results indicate that hotel managers should focus on developing self-efficacy strategies, enhancing internal service quality, and integrating workplace health training to improve service recovery performance under high-stress conditions. Originality/value This paper builds on SCT by showing how job-related self-efficacy and workplace health training interrelate to promote service recovery performance. Another significance of organizational support systems in enhancing the effects of individual psychological factors on service recovery performance in hospitality settings is emphasized.