Critical antecedents to service recovery performance: some evidences and implications for service industry

Mustafa Daskin and Ozgur Devrim Yilmaz

International Journal of Management Practice, 2015, vol. 8, issue 1, 70-97

Abstract: This empirical study aims to investigate the impact of management commitment to service quality (MCSQ), work self-efficacy (SEFF), organisational politics (POP), work-family conflict (W-CON) and job satisfaction (JSAT) on frontline employees' (FLEs) service recovery performance (SRP) in İzmir/Turkey. A total number of 365 usable questionnaires were gathered from FLEs in the research location. This paper presented an integrative model to test the aforementioned effects and relationships. Results based on hierarchical regression analysis reveal that all hypothesised relationships were supported. Significantly, while education was found to be negatively related to JSAT, on the other hand it was found to be positively related to SRP. Practically, this paper provides implications for managers in terms of minimising the direct negative effects of POP and W-CON on FLEs' SRP. Theoretically, the current study by examining the influence of untested antecedents such as POP and SEFF on FLEs' SRP in a hotel context lends further contribution to the service management literature.

Keywords: service recovery performance; frontline employees; management commitment; organisational politics; hotels; service industry; services; service quality; work self-efficacy; organisational politics; work-family conflict; job satisfaction; Turkey; service management; hotel services; hotel employees. (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://www.inderscience.com/link.php?id=68317 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijmpra:v:8:y:2015:i:1:p:70-97

Access Statistics for this article

More articles in International Journal of Management Practice from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().