ISSN: IJSB: 2520-4750 (Online), 2521-3040 (Print) JSR : 2708-7085 (online)

Emotional Alchemy in Hospitality: Transforming Discontent to Delight through Servant Leadership and Strategic Emotional Labor in Hotel Service Recovery Performance

 Author (s)

Merkebu Limenih Getinet and Xiao-Yu Liu

Abstract

Hotel service dissatisfaction necessitates recovery for sustainable operations. Frontline employees, crucial for customer interactions, ensure quality service delivery and bear responsibility for rectifying service failures. Swift service complaint resolution is customer’s priority, with leader support impacting emotional labor and performance outcomes. This study explores servant leadership’s vital role in fostering an environment where employees feel valued, contributing to successful service recovery. Employing SPSS, AMOS, and SEM, this study empirically extends existing leadership literature by exploring the uncharted relationship between servant leadership and service recovery performance within an underdeveloped nation’s hotel industry, significantly contributing to the conservation of resource theory. Using a comprehensive survey of 625 frontline employees, findings of the study reveal servant leadership’s positive impact on deep acting and negative effect on surface acting. The study confirms servant leadership fosters deep acting, positively influencing service recovery. Grounded in the conservation of resources theory, it proves hotels with servant leadership exhibit effective service recovery. This research contributes theoretically by linking emotional labor to the servant leadership and service recovery performance relationship, demonstrating its impact on genuine customer interaction restoration.

Keywords: Servant Leadership, Deep Acting, Surface Acting, Service Recovery Performance, Hotel Service Recovery, Ethiopia.

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Title: Emotional Alchemy in Hospitality: Transforming Discontent to Delight through Servant Leadership and Strategic Emotional Labor in Hotel Service Recovery Performance
Author: Merkebu Limenih Getinet and Xiao-Yu Liu
Journal Name: International Journal of Science and Business
Website: ijsab.com
ISSN: ISSN 2520-4750 (Online), ISSN 2521-3040 (Print)
DOI: https://doi.org/10.58970/IJSB.2275
Media: Online
Volume: 31
Issue: 1
Issue publication (Year): 2024
Acceptance Date: 10/01/2024
Date of Publication: 14/01/2024
PDF URL: https://ijsab.com/wp-content/uploads/2275.pdf
Free download: Available
Page: 49-63
First Page: 49
Last Page: 63
Paper Type: Research paper
Current Status: Published

 

Cite This Article:

Merkebu Limenih Getinet and Xiao-Yu Liu (2024). Emotional Alchemy in Hospitality: Transforming Discontent to Delight through Servant Leadership and Strategic Emotional Labor in Hotel Service Recovery Performance. International Journal of Science and Business, 31(1), 49-63. DOI: https://doi.org/10.58970/IJSB.2275

Retrieved from https://ijsab.com/wp-content/uploads/2275.pdf

 

About Author (s)

Merkebu Limenih Getinet (Corresponding author), Business Schools University of International Business and Economics, Beijing, 100029, China. Department of Tourism and Hotel Management, Bahir Dar University, 79, Bahir Dar, Ethiopia.

Professor Xiao-Yu Liu, Department of Human Resource Management and Organizational Behavior, Business School, University of International Business and Economics, Beijing, 100029, China.

 

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DOI: https://doi.org/10.58970/IJSB.2275

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