ACHIEVING SERVICE RECOVERY THROUGH SERVICE INNOVATION: THE CRITICAL ROLE OF EMPLOYEE EMPOWERMENT

Research in service recovery and innovation has attracted significant attention recent years but few studies have focused on achieving through innovation. The current study aims to bridge this gap research – investigate the effect of recovery. Additional emphasis is also given examining whether employee empowerment serves as a mediator between hotel industry. A quantitative survey method was applied by using 60-item questionnaire data collected from sample 381 employees five-star hotels Jordan. findings confirmed hypotheses, revealing direct which, turn, had influence Additionally, proposed model recovery, whereby fully mediates relationship. contributes existing literature it identifies role enhancing performance hotels.