High-star Hotel Employee Psychological Empowerment And Service Recovery:the Mediating Role Of Job Involvement

With the rising of complaint rate, hotel pays more and more attention to the service recovery, and the management of service recovery. This article took Changsha High-star hotels as an example, to job involvement for the mediating variable researched the effect of psychological empowerment on the quality of service recovery, Hoping to provide management advice to improve the quality of service recovery for the hotel.Based on the study of the related research, this article first determined three measurement scale of hotel staff psychological empowerment, job involvement and service recovery, through test, to the three measurement scale of a simple modification processing.Then,the article analysed the formation mechanism of hotel staff psychological empowerment effecting service recovery, proposed study hypotheses, built conceptual model and used modified questionnaire to formally survey Changsha high star hotel employees. Using the completed questionnaire for empirical analysis, inspection and correcting conceptual model. After factor analysis about the scale of psychological empowerment found that psychological empowerment variable contains three dimensions, one of significance, ability to work and personal influence; Modification of the10projects for psychological empowerment scale in china hotel industry is also applied: The psychological empowerment included work significance, ability to work and personal influence three dimensions; The psychological empowerment three dimensions significance, the ability to work and work personal influence significantly influenced the job involvement in respectively; Work significance and work ability effected respectively service recovery; The job involvement in significantly influenced the service recovery; The job involvement played a mediating role in psychological empowerment and service recoveryFinally, based on the conclusion, for high star hotel in Changsha city to improve the quality of service recovery, made suggestions by the efforts of psychological empowerment and job involvement employees and pointed out the limitations of the study and research prospects.