– Abdien, M. K. (2017). Work Environment and Service Recovery Performance in Hotel Operations in Egypt. Journal of the Faculty of Tourism and Hotels; Alexandria University, 14(2).
– Alex, J., & George, P. (2014). The effects of workplace dimensions on job satisfaction and organisational commitment. Journal of Organisation and Human Behaviour, 3(2), 63-66.
– Alfandi, A. M. (2016). Training impact on the performance of employees: a case of Jordanian travel and tourism institutions. International Business Management, 10(4), 377-384.
– Alijanpour, M. Dousti, M. & Khodayari, A. (2013). The relationship between the perceived organizational support and organizational commitment in staff (A case study: General office for sport and the youth, Mazandaran province), European Journal of Experimental Biology, 3(5), 165-171.
– Appelbaum, S. H., Karasek, R., Lapointe, F., & Quelch, K. (2015). Employee empowerment: factors affecting the consequent success or failure (Part II). Industrial and commercial training.
– Arbuckle, J. L. (2011). IBM SPSS Amos 20 user’s guide. Amos Development Corporation, SPSS Inc.
– Ardahan, M. G. (2007). The influence of selected antecedents of frontline employee's perceptions of service recovery performance. Hospitality Review, 25 (2), 9-32.
– Argyris, C. (1998). Empowerment: The emperor's new clothes. Harvard business review, 76, 98-105.
– Asfaw, A. M., Argaw, M. D., & Bayissa, L. (2015). The impact of training and development on employee performance and effectiveness: A case study of District Five Administration Office, Bole Sub-City, Addis Ababa, Ethiopia. Journal of Human Resource and Sustainability Studies, 3(4), 188--202.
– Babakus, E., Yavas, U., Karatepe, O. M., & Avci, T. (2003). The effect of management commitment to service quality on employees' affective and performance outcomes. Journal of the Academy of marketing Science, 31(3), 272-286.
– Baron, S., Harris, K., Elliott, D., Ashill, N. J., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public health‐care environment. Journal of Services Marketing, 19(5), 293–308.
– Beheshtifar, M., & Herat, B. H. (2013). To promote employees commitment via perceived organizational support. International Journal of Academic Research in Business and Social Sciences, 3(1), 306-313.
– Bindl, U. K., & Parker, S. K. (2011). Proactive work behavior: Forward-thinking and change-oriented action in organizations. In APA handbook of industrial and organizational psychology, Vol 2: Selecting and developing members for the organization. (pp. 567-598). American Psychological Association.
– Biswakarma, G. (2017). Influence of employees’ perceived organizational support and job performance on customer satisfaction: an empirical support from Nepalese hospitality sector. Kelaniya Journal of Management, 5(2), 80-49.
– Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management 11 (1), 63-90.
– Cao, J., Liu, C., Wu, G., Zhao, X., & Jiang, Z. (2020). Work–Family Conflict and Job Outcomes for Construction Professionals: The Mediating Role of Affective Organizational Commitment. International journal of environmental research and public health, 17(4), 1443.
– Casper, W. J., Harris, C., Taylor-Bianco, A., & Wayne, J. H. (2011). Work–family conflict, perceived supervisor support and organizational commitment among Brazilian professionals. Journal of Vocational Behavior, 79(3), 640-652.
– Combs, J., Liu, Y., Hall, A., & Ketchen, D. (2006). How much do high‐performance work practices matter? A meta‐analysis of their effects on organizational performance. Personnel psychology, 59(3), 501-528.
– D'abate, C. P., Youndt, M. A., & Wenzel, K. E. (2009). Making the most of an internship: An empirical study of internship satisfaction. Academy of Management Learning & Education, 8(4), 527-539.
– Danish, R., Humayon, A., Shahid, A., Ahmad, H., & Murtaza, G. (2015). Relationship between perceived organizational support and organizational citizenship behavior; a study of employees in national highway authority of Pakistan. American Journal of Economics, Finance and Management, 1(3), 195-199.
– Eder, P., & Eisenberger, R. (2008). Perceived organizational support: Reducing the negative influence of coworker withdrawal behavior. Journal of management, 34(1), 55-68.
– Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Reciprocation of perceived organizational support. Journal of applied psychology, 86(1), 42.
– Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied psychology, 71(3), 500-507.
– Ekiz, E., Khoo‐Lattimore, C., & Memarzadeh, F. (2012). Air the anger: investigating online complaints on luxury hotels. Journal of Hospitality and Tourism Technology, 3(2), 96–106.
– Eylon, D., & Bamberger, P. (2000). Empowerment cognitions and empowerment acts: Recognizing the importance of gender. Group & Organization Management, 25(4), 354-372.
– Filip, A. (2013). Complaint management: A customer satisfaction learning process. Procedia-Social and Behavioral Sciences, 93, 271-275.
– Forrester, R. (2000). Empowerment: Rejuvenating a potent idea. Academy of Management Perspectives, 14(3), 67-80.
– Fulford, M. D., & Enz, C. A. (1995). The impact of empowerment on service employees. Journal of Managerial Issues, 161-175.
– Guan, X., Sun, T., Hou, Y., Zhao, L., Luan, Y. Z., & Fan, L. H. (2014). The relationship between job performance and perceived organizational support in faculty members at Chinese universities: a questionnaire survey. BMC medical education, 14(1), 1-10.
– Hair, J. F., Jr., Black, J. W., Babin, B. J., & Anderson, E. R. (2010). Multivariate data analysis. (7th ed.). Essex, UK: Pearson Education Limited.
– Hart, C. W., Heskett, J. L., & Sasser Jr, W. E. (1990). The profitable art of service recovery. Harvard business review, 68(4), 148-156.
– Hassan, A. (2015). Consequences of Service Recovery: Evidences from Public Sector of Pakistan. Journal of Business and Management, 17(5), 65-72.
– Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55.
– Huertas-Valdivia, I., Llorens-Montes, F. J., & Ruiz-Moreno, A. (2018). Achieving engagement among hospitality employees: A serial mediation model. International Journal of Contemporary Hospitality Management
– Ibrahim, H. I., Isa, A., & Shahbudin, A. S. M. (2016). Organizational support and creativity: The role of developmental experiences as a moderator. Procedia Economics and Finance, 35, 509-514.
– Iqbal, S., & Hashmi, M. S. (2015). Impact of perceived organizational support on employee retention with mediating role of psychological empowerment. Pakistan Journal of Commerce and Social Sciences (PJCSS), 9(1), 18-34.
– Jernigan, E., Beggs, J. M., & Kohut, G. F. (2016). AN EXAMINATION OF NURSES'WORK ENVIRONMENT AND ORGANIZATIONAL COMMITMENT. Academy of Educational Leadership Journal, 20(1), 112.
– Karatepe, O. M. (2014). The importance of supervisor support for effective hotel employees: An empirical investigation in Cameroon. Cornell Hospitality Quarterly, 55(4), 388-397.
– Karatepe, O. M., & Vatankhah, S. (2015). High-performance work practices, career satisfaction, and service recovery performance: a study of flight attendants. Tourism Review, 70(1), 56–71.
– Karatepe, O. M., Baradarani, S., Olya, H. G., Ilkhanizadeh, S., & Raoofi, A. (2014). The effects of high performance work practices on critical performance outcomes: Evidence from the hotel industry. European Journal of Tourism, Hospitality and Recreation, 5(3), 49-67.
– Khan, M. L., Salleh, R., & Hemdi, M. A. B. (2016). Effect of protean career attitudes on organizational commitment of employees with moderating role of organizational career management. International review of management and marketing, 6(4S).
– Kim, T. T., Kim, W. G., & Kim, H. B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism management, 30(1), 51-62.
– Kim, T., Henderson, A. C., & Eom, T. H. (2015). At the front line: Examining the effects of perceived job significance, employee commitment, and job involvement on public service motivation. International Review of Administrative Sciences, 81(4), 713-733.
– Kirkbir, F., & Cengiz, E. (2007). Do frontline staff’s psychographic attributes and perception of organizational factors affect service recovery performance. Innovative Marketing, 3(4), 21-29.
– Koberg, C. S., Boss, R. W., Senjem, J. C., & Goodman, E. A. (1999). Antecedents and outcomes of empowerment: Empirical evidence from the health care industry. Group & organization management, 24(1), 71-91.
– Krishnan, J., & Mary, V. S. (2012). Perceived organisational support–an overview on its antecedents and consequences. International Journal of Multidisciplinary Research, 2(4), 2-3.
– Kum, F. D., Cowden, R., & Karodia, A. M. (2014). The impact of training and development on employee performance: A case study of ESCON Consulting. Singaporean Journal of Business Economics and Management Studies, 3(3), 72-105.
– Lai, M. C., & Chou, F. S. (2015). The relationships among involvement level, service failure, service recovery disconfirmation and customer lifetime value. Journal of Economics, Business and Management, 3(4), 452-457.
– Lewis, B. R., & Gabrielsen, G. O. (1998). Intra-organisational aspects of service quality management: the employees’ perspective. Service Industries Journal, 18(2), 64-89.
– Liden, R. C., Wayne, S. J., & Sparrowe, R. T. (2000). An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes. Journal of applied psychology, 85(3), 407.
– Luna-Arocas, R., & Lara, F. J. (2020). Talent Management, Affective Organizational Commitment and Service Performance in Local Government. International Journal of Environmental Research and Public Health, 17(13), 4827.
– Mahyoub, M. M., Farea, M. M. & Bardai, B. (2017). The impact of human resource management practices on service recovery performance among telecommunication companies in Yemen, The International Journal of Business and Management, 5(1), 59 65.
– Malhotra, N. & Lages, C. R. (2015). Frontline Service Recovery Performance Through the Lens of Organizational Support Theory: Exploring the Role of POS and Felt Obligation, The international research conference in service management, a Londe les Maures, France May 27, 28, 29 & 30 2014.
– Malik, M., Wan, D., Ahmad, M. I., Naseem, M. A., & ur Rehman, R. (2015). The role of LMX in employees job motivation, satisfaction, empowerment, stress and turnover: Cross country analysis. Journal of Applied Business Research (JABR), 31(5), 1897-2000.
– Manoj, A. S. (2013). A Study on the Efficiency of Training in Hospitality–A Kerala Tourism Development Corporation (KTDC) Experience, Trivandrum, Karela. International Journal of Advanced Research in Management and Social Sciences, 7(4), 171-186.
– Masoud, E. Y., & Hmeidan, T. A. (2013). THE EFFECT OF PERCEIVED WORK ENVIRONMENT ON FRONTLINE EMPLOYEES’SERVICE RECOVERY PERFORMANCE: THE CASE OF FOUR AND FIVE STAR HOTELS IN JORDAN. European Scientific Journal, 9(11), 129-147.
– Meyer, J. P. & Smith C. A. (2000). HRM Practices and Organizational Commitment: Test of a Mediation Model, Canadian Journal of Administrative Sciences, 17(4), 319-331.
– Michel, J. W., Tews, M. J., & Allen, D. G. (2019). Fun in the workplace: A review and expanded theoretical perspective. Human Resource Management Review, 29(1), 98-110.
– Michel, S., Bowen, D., & Johnston, R. (2009). Why service recovery fails: Tensions among customer, employee, and process perspectives. Journal of Service Management, 20(3), 253-273.
– Nadiri, H., & Tanova, C. (2016). What factors influence employee service recovery performance and what are the consequences in health care? Quality management in health care, 25(3), 162-175.
– Nair, M. S., Salleh, R., & Nair, S. K. (2014). Employee turnover in the Malaysian retail industry. Global Business and Management Research, 6(4), 283-289.
– Ogbonna, C. O., & Igbojekwe, P. A. (2015). Evaluation of Service Recovery Strategies in Some Hotels in Lagos Metropolis, Lagos, Nigeria. Indian Journal of Commerce and Management Studies, 6(2), 57-63.
– Othman, Z., Zahari, M. S. M., & Radzi, S. M. (2013). Customer behavioral intention: Influence of service delivery failures and service recovery in Malay restaurants. Procedia-Social and Behavioral Sciences, 105, 115-121.
– Pallant, J. (2005). SPSS survival manual: A step by step guide to data analysis using SPSS version 12. (2nd ed.). Berkshire: Open University Press.
– Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263-277.
– Piaralal, N. K., Mat, N., Piaralal, S. K., & Bhatti, M. A. (2014). Human resource management factors and service recovery performance in Malaysian life insurance industry: Exploring the moderating effects of employment status. European Journal of Training and Development, 38(6), 524–552.
– Piaralal, S. K., Bhatti, M. A., Piaralal, N. K., & Juhari, A. S. (2016). Factors affecting service recovery performance and customer service employees. International Journal of Productivity and Performance Management, 65(7), 898 – 924.
– Prasongsukarn, K., & Patterson, P. G. (2012). An extended service recovery model: the moderating impact of temporal sequence of events. Journal of Services Marketing, 26(7), 510-520.
– Raineri, A. (2017). Linking human resources practices with performance: the simultaneous mediation of collective affective commitment and human capital. The International Journal of Human Resource Management, 28(22), 3149-3178.
– Ramesh, R., & Kumar, K. S. (2014). Role of employee empowerment in organizational development. International Journal of scientific research and management (IJSRM), 2(8), 1241-1245.
– Rejikumar, G. (2015). An empirical study on antecedents of perceived service recovery quality in e-banking context. The Journal of Internet Banking and Commerce, 20(3), 1-24.
– Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: a review of the literature. Journal of applied psychology, 87(4), 698.
– Rod, M., & Ashill, N. J. (2009). Symptoms of burnout and service recovery performance. Managing Service Quality: An International Journal, 19(1), 60-84..
– Rosa, N. T., & Ancok, D. (2020). The Influence of Spiritual Leadership on Affective Commitment through Calling and Membership (A Study at Zainab Mother and Child Hospital in Pekanbaru). Journal of leadership in organizations, 2(1), 18-29.
– Santos‐Vijande, M. L., Díaz‐Martín, A. M., Suárez‐Álvarez, L., & del Río‐Lanza, A. B. (2013). An integrated service recovery system (ISRS). European Journal of Marketing, 47(5/6), 934-963.
– Schumacher, S., & Komppula, R. (2016). A case study on service recovery: Frontline employees’ perspectives and the role of empowerment. European Journal of Tourism, Hospitality and Recreation, 7(2), 117-127.
– Sieger, P., Bernhard, F., & Frey, U. (2011). Affective commitment and job satisfaction among non-family employees: Investigating the roles of justice perceptions and psychological ownership. Journal of Family Business Strategy, 2(2), 78-89.
– Spreitzer, G. M., Kizilos, M. A., & Nason, S. W. (1997). A dimensional analysis of the relationship between psychological empowerment and effectiveness satisfaction, and strain. Journal of management, 23(5), 679-704.
– Tariq, S., Jan, F. A., & Ahmad, M. S. (2016). Green employee empowerment: a systematic literature review on state-of-art in green human resource management. Quality & Quantity, 50(1), 237-269.
– Tews, M., Hoefnagels, A., Jolly, P., Stafford, K. (2020). Turnover among young adults in the hospitality industry: examining the impact of fun in the workplace and training climate, Employee Relations: The International Journal Vol. 43 No. 1, pp. 245-261
– Truss, C. (1999). Soft and hard models of HRM. Strategic Human Resource Management.
– Tucker, L. R., & Lewis, C. (1973). A reliability coefficient for maximum likelihood factor analysis. Psychometrika, 38(1), 1-10.
– Walker, J. R., & Miller, J. E. (2012). Supervision in the Hospitality Industry (7th Ed). Hoboken, New Jersey: John Wiley& Sons, Inc.
– Wamuyu, S. N., Gichira, R., Wanjau, K. L. & Mungatu, J. (2015). Employee empowerment in service recovery and customer loyalty in the hospitality industry in Kenya, International Journal of Economics, Commerce and Management, 3(9), 27-41.
– Wickramasinghe , D., & Wickramasinghe, V. (2012). Effects of perceived organizational support on participation in decision making, affective commitment and job satisfaction in lean production in Sri Lanka. Journal of Manufacturing Technology Management, 23(2), 157 - 177.
– Woo, B., & Chelladurai, P. (2012). Dynamics of perceived support and work attitudes: The case of fitness club employees. Human Resource Management Research, 2(1), 6-18.
– Yavas, U., Karatepe, O. M., & Babakus, E. (2010). Relative efficacy of organizational support and personality traits in predicting service recovery and job performances: a study of frontline employees in Turkey. Tourism Review, 65(3), 70–83.
– Yavas, U., Karatepe, O. M., Avci, T., & Tekinkus, M. (2003). Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks. International Journal of Bank Marketing, 21(5), 255–265.
)
View on SCiNiTO