Mukhles M. Al-Ababneh, Firas J. Al-Shakhsheer, Mohammad Al-Badarneh, M. Masadeh
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The Role of Total Quality Management Practices in Improving Service Recovery Performance through Service Innovation in Jordan’s Five-Star Hotels
Although the importance of Total Quality Management (TQM) practices in improving hotel service performance is well known since it is a key to achieving service excellence, the role of TQM practices in improving service recovery performance through service innovation in service businesses has remained a relatively untapped research field. Thus, the purpose of the current study is to investigate the impacts of TQM practices on service recovery, as well as the mediating role of service innovation between TQM and service recovery. This study used a quantitative survey method, with data collected from a sample of 414 staff working at Jordan's five-star hotels using a questionnaire. The results indicated a significant positive effect of TQM on service innovation and service recovery, and that service innovation fully mediates the relationship between TQM and service recovery. The current study presents an innovative approach since it is one of the first and few research papers that provide empirical evidence for the mediating effect of service innovation between TQM and service recovery. This study contributes to the existing literature by examining the roles of TQM and service innovation in increasing service recovery performance, and it helps practitioners understand how TQM practices support service innovation and the latter’s role in improving service recovery performance.
期刊介绍：
AJHTL is a proudly African, independent, privately owned multidisciplinary peer-reviewed journal, not aligned to any institution which is published quarterly. We encourage academic debate and are fully electronic and dedicated to increasing the depth of research across a range of related disciplines with the primary objective of promoting research. New researchers are especially welcome to submit articles to us for consideration. Our articles are read by scholars, students and industry globally. Only authors may submit a paper for review and only original research is considered for publication. Articles that have been either published elsewhere or which are currently considered for publication elsewhere, must not be submitted for reviewing. A journal publication might take from about one month up to one nine months to appear. The reviewing process is competitive with less than 69% of papers considered finally being accepted for publication. Authors must be certain that their paper meets the academic standards of rigorous scholarly research. Authors must have reviewed and cited the critical and recent English references that relate to the research paper. Where other language references are used these must be translated. Articles must be English language edited by authors prior to submission to the journal.
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