초록 열기/닫기 버튼
The purpose of this study is to investigate the main factors of core-self evaluation, job satisfaction and turnover intention affecting on service recovery performance among frontline staff in the Korean hotel industry. The results can suggest effective managerial implications and future directions to increase service recovery performance in the hotel human resource management field. The results showed that core-self evaluation had significantly positive effects on service recovery performance and job satisfaction. Furthermore, job satisfaction had a significantly positive effect on service recovery performance and had a significantly negative effect on turnover intention. However there was no any relationship of turnover intention to service recovery performance. Upon the above results, this study suggests that considering characteristics like core-self evaluation in hiring precess and enhancing job satisfaction are important factors to enhance service recovery performance among hotel frontline staff . The article concluded with more managerial implications for managers and future research directions.
키워드열기/닫기 버튼
service recovery performance, core-self evaluation, job satisfaction, turnover intention, hotel frontline staff
