Assessing the Impact of Perceived Supervisory Support on Service Recovery Performance: The Role of Work Engagement and Emotional Stability Among Libyan Air Traffic Controllers

Abstract

Air traffic controller employees in Libya face difficult working environments due to a lack of supervisory support in a high-pressure environment. This support is necessary for the capacity to make crucial decisions, especially in emergencies requiring quick action and decision making. This study’s purpose was to leverage the social exchange theory to investigate the mediating role of work engagement and the moderating role of emotional stability in the relationship between perceived supervisory support and the service recovery performance of air traffic controllers in three units: the Area Control Center, Approach Control, and Control Tower. A stratified sampling technique was employed to collect data from 168 air traffic controller employees. Of the total responses, 6 were considered invalid, resulting in 162 valid usable responses. The collected data were analyzed using partial least squares structural equation modeling (PLS-SEM) software (version 4.1.0.8). This study discovered that perceived supervisory support had a positive and significant impact on service recovery performance and work engagement. It was revealed that work engagement partially mediates the relationship between perceived supervisory support and service recovery performance. Furthermore, the moderating relationship between emotional stability and perceived supervisory support had a positive and significant influence on service recovery performance. Supervisors should adopt measures that enhance employee engagement, such as acknowledging individual and collective achievements, promoting involvement in decision making, and providing avenues for professional development. These will contribute to improvements in supervisory support and impact service recovery performance.