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Recovering in the post-pandemic era: the role of employee voice, knowledge sharing, employee innovation, and service recovery performance in the hotel industry

Sultan Alzyoud (Department of Business Administration, Faculty of Economics and Administrative Sciences, The Hashemite University, Zarqa, Jordan)
Ruba Abuzaid (Department of Accounting, Faculty of Economics and Administrative Sciences, The Hashemite University, Zarqa, Jordan)
Haneen Hamdan (Department of Accounting, Faculty of Economics and Administrative Sciences, The Hashemite University, Zarqa, Jordan)

Development and Learning in Organizations

ISSN: 1477-7282

Article publication date: 2 December 2022

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Abstract

Purpose

Covid-19 pandemic is perceived as one of the great disasters in history. It forced countries to impose travel restrictions and lockdowns, and it negatively influenced hotels’ performance. Therefore, this article aims to provide explanations of how hotels can survive, recover and succeed in the post-pandemic period. This article focuses on the role of employee voice, knowledge sharing, and employee innovation in promoting service recovery performance.

Design/methodology/approach

This is a conceptual paper that focuses on discussing the relationships between employee voice, knowledge sharing, employee innovation, and service recovery performance.

Findings

The study suggests that employee voice is a vital element that can enhance knowledge sharing at hotels. Furthermore, knowledge sharing is proposed to encourage employees to engage in innovative behavior, which, in turn, can promote service recovery performance.

Originality/value

The study provides a framework that explains a mechanism of how hotels can accelerate recovery efforts from Covid-19 repercussions by shedding light on the important role of employee voice, knowledge sharing, and employee innovation.

Keywords

Citation

Alzyoud, S., Abuzaid, R. and Hamdan, H. (2022), "Recovering in the post-pandemic era: the role of employee voice, knowledge sharing, employee innovation, and service recovery performance in the hotel industry", Development and Learning in Organizations, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/DLO-08-2022-0170

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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