Open AccessTHE IMPORTANCE OF PERSONALITY TRAITS ON SERVICE RECOVERY PERFORMANCE IN THE HOTEL INDUSTRY OF MALAYSIA
Author(s) -
Nuraidiah Rosli,
Siti Rohaida Mohamed Zainal
Publication year - 2021
Publication title -
journal of tourism, hospitality and environment management
Language(s) - English
Resource type - Journals
ISSN - 0128-178X
DOI - 10.35631/jthem.626005
Subject(s) - conscientiousness , service recovery , agreeableness , openness to experience , facet (psychology) , service (business) , personality , big five personality traits , extraversion and introversion , marketing , tertiary sector of the economy , business , psychology , service quality , social psychology
Service recovery in the hotel industry is really valuable as it ensures the happiness and loyalty of consumers. In addition to intensive jobs, lengthy and unpredictable working hours and routines are the standards for hotel workers, which could give a significant effect on the job efficiency of the hotel staff. Regarding the efficiency of service recovery, a large number of studies have been published. The number of studies on personality characteristics for the success of service recovery, however, is small. This present research was carried out to provide a conceptual framework for future researchers to explore and give empirical evidence that exists between personality traits and service recovery performance among hotel workers in Malaysia based on the problems and study gaps in this industry. Five functions of personality characteristics were included in this conceptual work; extraversion, conscientiousness, agreeableness, emotional stability and openness to experience on service recovery performance. In conclusion, the outcomes could lead to the relevance of service recovery performance in the hotel industry.