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primary topic: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI

DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI
type: Thesis
type: Article
abstract: This research aims to investigate some customer-related stressors; among them are ambiguous customer expectations, disliked customers, disproportionate customer expectations, customer verbal aggression with emotional exhaustion and service recovery performance. It is also trying to examine the role of self efficacy in bridging the emotional exhaustion and the service recovery performance of Sharia hotel front liners in Indonesia. This quantitative study collects primary data through questionnaires distributed to 559 Sharia hotel front liners across the country. Under the Structural Equation Modeling (SEM) analysis with the help of AMOS 24 computer software, the research shows that ambiguous customer expectations, disproportionate customer expectations, and customer verbal aggression have a positive significant influence toward the front liners emotional exhaustions; but the disliked customers do not. It also shows that emotional exhaustion is proven to have a significant negative influence on service recovery performance. The more the front liners are emotionally exhausted, the less they perform recovery service. Thus, the findings emphasize the importance of emotional exhaustion management to ascertain optimal service quality. In addition, self efficacy plays a significant assisting role in the relation between emotional exhaustion and service recovery performance. A high self efficacy level could muffle the negative impact of emotional exhaustion on service recovery performance. Higher self efficacy level improves front liners confidence and ability to deal with challenges, giving them strength to work well despite emotional exhaustion experience. The research gives essential implications of the importance of Sharia hotel management. Hotel management should understand factors triggering emotional exhaustion of the front liners. Self efficacy improvement programs, such as interpersonal skill training, stress management, and spiritual enrichment, could improve the s…
date: 2025-06-11
status: published
author list: authors
type: EPrint
type: ThesisEPrint
is part of: repository
has document: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
has version: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
has published: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
has document: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
subject: 330.9598 Ekonomi Indonesia

DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
type: Document
has file: 18300016059_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
has part: 18300016059_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf

DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
type: Document

UIN SUNAN KALIJAGA YOGYAKARTA
type: Organization

PASCASARJANA, UIN SUNAN KALIJAGA YOGYAKARTA
type: Organization

NIM.: 18300016059 Busthanul Arifin
type: Person
given name: NIM.: 18300016059
family name: Busthanul Arifin

DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
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DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
is version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
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DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
is version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
is volatile version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
ismedium thumbnail version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)

DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
is version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
is volatile version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
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DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
is version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
is volatile version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
islightbox thumbnail version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
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DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
is version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
is volatile version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
ispreview thumbnail version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
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DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
is version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
is volatile version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
ismedium thumbnail version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
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DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Other)
type: Document
is version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
is volatile version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
issmall thumbnail version of: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI (Text)
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primary topic: DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI

330.9598 Ekonomi Indonesia
type: Concept