The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy


  • Yanni Zhu Faculty of Hospitality and Tourism Management, Macao University of Science and Technology
  • Yixuan Wang Faculty of Hospitality and Tourism Management, Macao University of Science and Technology
  • Baoyi Song
  • Qiaoyan Feng Liuzhou Vocational & Technical College, Liuzhou, Guangxi, China
  • Huiying Lin Faculty of Hospitality and Tourism Management, Macao University of Science and Technology
  • Juan Tang Faculty of Hospitality and Tourism Management, Macao University of Science and Technology


Inclusive leadership, job autonomy, self-efficacy, service recovery performance, surface acting, hospitality industry.


In recent decades, interest has grown in understanding the mechanisms of service recovery performance (SRP) in the hospitality industry. This study introduces an interactive perspective incorporating both extrinsic and intrinsic factors, investigating the roles of inclusive leadership and job autonomy on employee self-efficacy, with self-efficacy mediating their relationships with SRP. Surface acting is proposed as a negative moderator. A sample of 83 supervisors and 350 frontline employees from 8 Chinese hotels completed questionnaires. Data analysis was conducted using PLS-SEM in Smart PLS 4 and regression analysis in SPSS 25. Results show that inclusive leadership and job autonomy contribute to strong self-efficacy and enhanced SRP. Surface acting moderates the relationship between inclusive leadership and self-efficacy but not between job autonomy and self-efficacy. This cross-sectional survey offers practical implications for hospitality managers, providing guidance on fostering environments that promote self-efficacy and enhance SRP. Limitations include reliance on self-reported measures and a cross-sectional design. Future research could explore other moderators and mediators, different industries, and use longitudinal or experimental designs to establish causality.

Author Biographies

  • Yanni Zhu, Faculty of Hospitality and Tourism Management, Macao University of Science and Technology
    PhD, Assistante Professor
  • Yixuan Wang, Faculty of Hospitality and Tourism Management, Macao University of Science and Technology
    doctoral student
  • Baoyi Song

    a PhD student in the Faculty of Hospitality and Tourism Management at Macau University of Science and Technology. Her current research interests focus on consumer psychology, MICE management, and hospitality and tourism marketing.

  • Qiaoyan Feng, Liuzhou Vocational & Technical College, Liuzhou, Guangxi, China
    a Master graduate
  • Huiying Lin, Faculty of Hospitality and Tourism Management, Macao University of Science and Technology
    a master graduate
  • Juan Tang, Faculty of Hospitality and Tourism Management, Macao University of Science and Technology
    an Associate Professor


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Tourism/Hospitality: Research Papers

How to Cite

Zhu, Y., Wang, Y., Song, B., Feng, Q., Lin, H., & Tang, J. (2024). The interactive effects of extrinsic and intrinsic motivations on service recovery performance: the mediating role of self-efficacy. Tourism & Management Studies, 19(3), 7-22.