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

Busthanul Arifin, NIM.: 18300016059 (2025) DETERMINAN SERVICE RECOVERY PERFORMANCE HOTEL SYARIAH DI INDONESIA DENGAN SELF EFFICACY SEBAGAI MODERASI. Doctoral thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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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 staff’s welfare and performance.

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