Search

Your search keyword '"Al-Sabi, Samer M."' showing total 10 results
Start Over Author "Al-Sabi, Samer M."
10 results on '"Al-Sabi, Samer M."'

2. The effect of empowerment on the services recovery performance of front office agents in five star hotels in Jordan

Author

Al-Sabi, Samer M.

Subjects
338.4
Abstract

Even though the concept of empowerment has received considerable attention in previous research, the role that empowerment, or the lack of it, plays in particular situations is still under-researched. How employee empowerment may influence the service recovery performance of employees is a relatively new research area. Therefore, this study investigates the relationship between employees' empowerment (structural empowerment and psychological empowerment) and service recovery performance in front office department in five star hotels in Jordan. The research model for this study suggests direct relationships which are structural empowerment and psychological empowerment influence employees' service recovery performance and this in turn will affect customer satisfaction on the one hand, and indirect relationships through experience, managerial support and training on the other hand. A self-developed questionnaire was used to test the study's model. A total of 525 questionnaires were distributed to front office department employees in all five star hotels in Jordan. 310 questionnaires were returned and of these 298 usable questionnaires were used in the analysis. A series of Exploratory Factor Analyses were used to check the dimensionality and validity of the scales used while Cronbach's Alphas were calculated to assess the internal consistency of the scales used and hence their reliability. In addition, convergent and discriminant validity were used to make sure that the results afterwards are valid. The results indicated that all the scales used in the study are valid and reliable. The results of this study show that empowering front office department employees in five star hotels in Jordan is an effective strategy that influences positively on service recovery performance and ultimately on customer satisfaction (CS). More specifically, the results indicate that structural empowerment (SE) positively influences employees' psychological empowerment (PE). It also shows that psychological empowerment partially mediates the relationship between structural empowerment and service recovery performance (SRP). The results also show that experience (EX), managerial support (MS) and training (TR) partially mediate the relationship between empowerment (both SE & PE) and service recovery performance (SRP). Finally, the results show that employees' service recovery performance positively influences employees' perception of customer satisfaction. Thus, it becomes evident that management need to understand the need to create an environment where employees feel that they have the autonomy and authority to act independently so that in response they are more able to deliver high levels of service recovery performance and achieve high levels of customer satisfaction. The results of this research provide insights that can inform the direction of future that can be research into this important topic built upon by other researchers and practitioners, and take into consideration the important aspects that are related to employees' empowerment and service recovery performance in the hospitality industry.

Published
2011

5. Achieving service recivery through service innovation in the hotel industry: The critical role of employee empowerment

Author

Al-Ababneh, Mukhles M., Masadeh, Mousa A., Al-Sabi, Samer M., and Al-Badarneh, Mohammad B.

Subjects
Service Recovery, Potenciación de los empleados, Employee Empowerment, Service Innovation, Innovación de servicios, Hoteles, Recuperación del servicio, Hotels
Abstract

Research in service recovery and service innovation has attracted significant attention in recent years but few studies have focused on achieving service recovery through service innovation. The current study aims to bridge this gap in research – to investigate the effect of service innovation on service recovery. Additional emphasis is also given to examining whether employee empowerment serves as a mediator between service innovation and service recovery in the hotel industry. A quantitative survey method was applied by using a 60-item questionnaire and data collected from a sample of 381 employees from five-star hotels in Jordan. The findings confirmed the hypotheses, revealing a direct effect of service innovation on employee empowerment which, in turn, had a significant influence on service recovery. Additionally, this study proposed a model of influence of service innovation in service recovery, whereby employee empowerment fully mediates this relationship. The current study contributes to the existing literature on service innovation and service recovery as it identifies the role of service innovation in enhancing service recovery performance in hotels, La investigación en recuperación de servicios e innovación de servicios ha atraído una atención significativa en los últimos años, pero pocos estudios se han centrado en lograr la recuperación de servicios a través de la innovación de servicios. El presente estudio tiene como objetivo cerrar esta brecha en la investigación, para investigar el efecto de la innovación de servicios en la recuperación de servicios. También se hace hincapié en examinar si el empoderamiento de los empleados sirve como mediador entre la innovación y la recuperación del servicio en la industria hotelera. Se aplicó un método de encuesta cuantitativa utilizando un cuestionario de 60 ítems y datos recopilados de una muestra de 381 empleados de hoteles de cinco estrellas en Jordania. Los hallazgos confirmaron las hipótesis, revelando un efecto directo de la innovación en el servicio sobre el empoderamiento de los empleados que, a su vez, tuvo una influencia significativa en la recuperación del servicio. Adicionalmente, este estudio propuso un modelo de influencia de la innovación en el servicio en la recuperación del servicio, en el que el empoderamiento de los empleados media plenamente en esta relación. El estudio actual contribuye a la literatura existente sobre innovación de servicios y recuperación de servicios, ya que identifica el papel de la innovación de servicios en la mejora del desempeño de recuperación de servicios en hoteles

Published
2021

6. MEDIATING ROLE OF EMPOWERMENT BETWEEN TOTAL QUALITY MANAGEMENT (TQM) AND SERVICE RECOVERY PERFORMANCE IN THE HOTEL INDUSTRY

Author

Mukhles Al-Ababneh, Al-Sabi, Samer M., Al-Shakhsheer, Firas J., and Habiballah, Ma’moun A.

Subjects
Service Recovery, TQM, education, Empowerment, lcsh:H1-99, lcsh:Social sciences (General), health care economics and organizations
Abstract

The purpose of this research was to examine the mediating effect of empowerment on the linkage between Total Quality Management (TQM) and service recovery performance in the hotel industry. Although much has been written about TQM, empowerment and service recovery performance, but the role of empowerment as a mediator in the relationship between TQM and service recovery performance has remained a relatively unexplored research area. A 93-item questionnaire is designed to measure TQM, empowerment and service recovery amongst employees in five-star hotels in Jordan, and 254 usable questionnaires were used in this study. Principal components analysis determined the factor structure and regression analysis determined the relationships between the study’s variables. The results revealed that the TQM implementations have positive effects on empowerment and service recovery performance. Moreover, the study found the full mediating effect of empowerment in the relationship between TQM and service recovery performance. Implications, limitations and future research are discussed at the end. This study proposes model of influence of TQM in service recovery performance, whereby empowerment fully mediates this relationship.

Published
2018

7. Financial Implications of Competitive Pricing Strategies: Evidence from the Jordanian Hotel Industry

Author

Al-Shakhsheer, Firas J., Habiballah, Ma’moun A., Al-Ababneh, Mukhles M., and Al-Sabi, Samer M.

Subjects
Competitive pricing, Hotel pricing strategies, Discount pricing, Premium pricing, RevPAR
Abstract

The present study aimed to investigate the differing effects of competitive pricing strategies on the performance of hotels operating in bad regional political conditions. To this end, two complementary analyses were carried out based on a three-year dataset (2014-2016) collected through a questionnaire from 120 star-rated hotels in Jordan. The results of the one-way multivariate analysis of variance revealed statistically significant differences in the key performance indicators between hotels adopting a discount pricing strategy and those implementing a premium pricing strategy. The results showed that hotels adopting a discount pricing strategy enjoy a relatively higher market penetration index, but lag behind their competitors in terms of revenue generation index. On the contrary, hotels implementing a premium pricing strategy have a relatively lower market penetration index, but outperform their competitors in terms of revenue generation index. The results of the detailed descriptive analysis further demonstrated that although lower-priced hotels compared to their competitors have relatively higher occupancy rates, they experience relatively lower RevPARs. By contrast, hotels with higher prices compared to their competitors lose some occupancy, but achieve relatively higher RevPARs. Overall, the results suggested that adopting a premium pricing strategy, as opposed to a discount pricing strategy, is the most convenient way for improving hotel long-term financial performance, especially when hotel demand is relatively inelastic due to poor regional political conditions.

Published
2017

9. The Impact of Total Quality Management Implementation on Employees’ Service Recovery Performance in Five-Star Hotels in Jordan

Author

Al-Sabi, Samer M., Al-Ababneh, Mukhles M., A. Habiballah, Ma'moun, Masadeh, Mousa, Al-Sabi, Samer M., Al-Ababneh, Mukhles M., A. Habiballah, Ma'moun, and Masadeh, Mousa

Abstract

The aim of this paper is to examine the impact of total quality management (TQM) implementations on employees’ service recovery performance in five-star hotels in Jordan. TQM implementations and service recovery performance have received significant attention in previous research. However, the impact of TQM on service recovery performance has remained unexplored research area. A 67-item questionnaire, measuring TQM implementations and service recovery, was distributed to 400 employees in 12 five-star hotels in Jordan with a 63.5 response rate. Principle Component Analysis was utilized to determine the factor structure for both TQM and service recovery and Regression Analysis to determine the impact of TQM implementations on service recovery performance. The result revealed that the TQM implementations in five-star hotels in Jordan was implemented effectively and thus, have a positive impact on employees’ service recovery performance. This result is attributed to be unique and this is due to the fact that previous studies have focused on manufacturing sector not on hotel sector in measuring either TQM implementations or service recovery performance. This paper suggests replicating the study in additional settings to determine if similar results will be obtained outside five-star-hotels in Jordan. Many of the previous studies on TQM and service recovery performance have been conducted in the context of western economies and very little research has been done in the Middle East in general and Jordan in particular. As such, there is a need to examine, from the employees’ perspective, the levels of implementing TQM that are being encouraged in the hospitality industry and it is effect on service recovery performance among employees towards their both employers and customers. The present paper contributes to filling the gap in the literature by measuring the TQM implementations and service recovery as a whole in a new context. Keywords: Total Quality Management (TQM), Se

Published
2017

10. Financial Implications of Competitive Pricing Strategies: Evidence from the Jordanian Hotel Industry.

Author

Al-Shakhsheer, Firas J., Habiballah, Ma'moun A., Al-Ababneh, Mukhles M., and Al-Sabi, Samer M.

Subjects
HOTELS, PRICING, KEY performance indicators (Management), MARKET penetration
Abstract

The present study aimed to investigate the differing effects of competitive pricing strategies on the performance of hotels operating in bad regional political conditions. To this end, two complementary analyses were carried out based on a three-year dataset (2014-2016) collected through a questionnaire from 120 star-rated hotels in Jordan. The results of the one-way multivariate analysis of variance revealed statistically significant differences in the key performance indicators between hotels adopting a discount pricing strategy and those implementing a premium pricing strategy. The results showed that hotels adopting a discount pricing strategy enjoy a relatively higher market penetration index, but lag behind their competitors in terms of revenue generation index. On the contrary, hotels implementing a premium pricing strategy have a relatively lower market penetration index, but outperform their competitors in terms of revenue generation index. The results of the detailed descriptive analysis further demonstrated that although lower-priced hotels compared to their competitors have relatively higher occupancy rates, they experience relatively lower RevPARs. By contrast, hotels with higher prices compared to their competitors lose some occupancy, but achieve relatively higher RevPARs. Overall, the results suggested that adopting a premium pricing strategy, as opposed to a discount pricing strategy, is the most convenient way for improving hotel long-term financial performance, especially when hotel demand is relatively inelastic due to poor regional political conditions. [ABSTRACT FROM AUTHOR]

Published
2018

Catalog

Books, media, physical & digital resources
See catalog results