An Antecedents and Outcomes of Service Recovery Performance, The Case of Hospitality Industry in North Cyprus

The main aim of this study is to identify factors affecting service recovery performance and its outcomes in the case of five-star hotels in North Cyprus. The total number of 214 frontline employees participated in this study. Accordingly, judgmental sampling that is a type of non-probability sampling has been applied for collecting data. This study suggested a conceptual model that tested the impact of managerial attitudes and frontline staffs’ perceptions of their work environment influence Service Recovery performance. More specifically, the study tests the impact of managerial attitudes and frontline staffs’ perceptions of their work environment on service recovery performance and the effect on service recovery performance on employees’ intentions to resign and their job satisfaction. These relations have been tested referring to social exchange theory. The association of these constructs was tested by using SPSS 20. The results clearly demonstrated that several factors impacts Service Recovery performance in hotels in North Cyprus which consequently affect employee intentions to resign and their job satisfaction. The results emerging from the current study proposed useful implications for managers and hotel owners in North Cyprus. Additionally, some information regarding the limitations of this study as well as implication for future inquiry was presented in this thesis. Keywords: service recovery performance, managerial attitude, intentions to resign, job satisfaction