Title: Critical antecedents to service recovery performance: some evidences and implications for service industry
Authors: Mustafa Daskin; Ozgur Devrim Yilmaz
Addresses: Faculty of Tourism, Hospitality, and Environmental Management, University Utara Malaysia, Sintok, 06010, Kedah, Malaysia ' Faculty of Business, Department of Tourism Management, Dokuz Eylul University, Kaynaklar Campus, Buca-Izmir, Turkey
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.
International Journal of Management Practice, 2015 Vol.8 No.1, pp.70 - 97
Available online: 25 Mar 2015 *Full-text access for editors Access for subscribers Purchase this article Comment on this article