When Customers Complain: The Value of Self Efficacy in Service Recovery Performance
DOI:
https://doi.org/10.22373/share29441Keywords:
customer-related social stressors, emotional exhaustion, service recovery performance, self-efficacy, Sharia hotelsAbstract
With the growing importance of Islamic hospitality in Indonesia's tourism sector, understanding the psychological pressures faced by frontline employees becomes crucial for maintaining service quality and organizational competitiveness. This study aims to investigate the relationship between customer-related social stressors (ambiguous customer expectations, disliked customers, disproportionate customer expectations, and customer verbal aggression) and their effects on emotional exhaustion and service recovery performance, while examining the moderating role of self-efficacy among frontline employees in Islamic hotels. Using a quantitative approach, primary data were collected through questionnaires distributed to 559 frontline employees of Islamic hotels across Indonesia and analyzed using Structural Equation Modeling (SEM) with AMOS 24 software. The findings reveal that ambiguous customer expectations, disproportionate customer expectations, and customer verbal aggression significantly increase emotional exhaustion among employees, while interactions with disliked customers showed no significant effect. Emotional exhaustion was found to negatively impact service recovery performance, with higher exhaustion levels leading to diminished recovery efforts. Importantly, self-efficacy emerged as a significant moderator, mitigating the adverse effects of emotional exhaustion on service recovery performance, enabling employees with high self-efficacy to maintain optimal performance despite experiencing emotional stress. These results have important implications for Islamic hotel management, emphasizing the need to implement comprehensive programs that enhance employee self-efficacy through interpersonal skills training, stress management, and spiritual enrichment initiatives that align with Islamic values, ultimately improving employee well-being and service quality in the halal tourism industry.
AbstrakSaat Pelanggan Komplain: Peran Efikasi Diri dalam Optimalisasi Kinerja Pemulihan Layanan. Dengan meningkatnya peran perhotelan syariah dalam sektor pariwisata Indonesia, pemahaman terhadap tekanan psikologis karyawan frontline menjadi krusial karena berkaitan erat dengan kualitas layanan dan daya saing organisasi. Penelitian ini bertujuan untuk mengkaji hubungan antara stressor-stressor sosial yang berkaitan dengan pelanggan seperti ekspektasi pelanggan yang ambigu, pelanggan yang tidak disukai, ekspektasi pelanggan yang tidak proporsional, dan agresi verbal pelanggan serta pengaruhnya terhadap kelelahan emosional dan kinerja pemulihan layanan, sambil menguji peran moderasi efikasi diri di antara karyawan frontline hotel syariah. Data penelitian dikumpulkan melalui angket yang didistribusikan kepada 559 karyawan frontline hotel syariah di seluruh Indonesia yang kemudian dianalisis menggunakan Structural Equation Modeling (SEM) dengan software AMOS 24. Hasil penelitian menunjukkan bahwa ekspektasi pelanggan yang ambigu, tidak proporsional, dan agresi verbal secara signifikan meningkatkan kelelahan emosional di antara para karyawan, sementara interaksi dengan pelanggan yang tidak disukai tidak menunjukkan pengaruh signifikan. Kelelahan emosional terbukti berdampak negatif pada kinerja pemulihan layanan, dengan tingkat kelelahan yang lebih tinggi menyebabkan berkurangnya upaya pemulihan. Selain itu, penelitian ini menunjukkan bahwa efikasi diri berperan sebagai moderator yang signifikan dalam meredam dampak negatif kelelahan emosional terhadap kinerja pemulihan layanan. Karyawan dengan efikasi diri tinggi memiliki keyakinan dan kemampuan untuk mengatasi tantangan, sehingga dapat tetap berkinerja optimal meskipun mengalami stres emosional. Penelitian ini memiliki implikasi penting bagi manajemen hotel syariah yang menekankan perlunya program komprehensif dalam meningkatkan efikasi diri para karyawan, seperti pelatihan keterampilan interpersonal, manajemen stres, dan pengayaan spiritual, yang pada akhirnya meningkatkan well-being karyawan dan kualitas layanan dalam industri pariwisata halal.
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