The effects of selected antecedents on the service recovery performance of frontline employees

Osman M. Karatepe

The Service Industries Journal, 2006, vol. 26, issue 1, 39-57

Abstract: The purpose of the present study is to examine the effects of selected antecedents on the service recovery performance of frontline employees using data from frontline bank employees in Turkey. The results of the path analysis indicate that trait competitiveness, intrinsic motivation, and role ambiguity are significant antecedents of frontline employees' service recovery performance. Results also suggest that the significant consequences of service recovery performance are job satisfaction and intention to leave. The results of the other hypothesised linkages demonstrate that intrinsic motivation, emotional exhaustion, and role ambiguity are significantly associated with frontline employees' job satisfaction. In addition, the current empirical findings provide support for the notion that role ambiguity and emotional exhaustion are significant predictors of intention to leave. Limitations of the study, managerial implications, and implications for future research are discussed.

Date: 2006
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DOI: 10.1080/02642060500358795

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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