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

Daskin, Mustafa and Yilmaz, Ozgur Devrim (2015) Critical antecedents to service recovery performance: some evidences and implications for service industry. International Journal of Management Practice, 8 (1). p. 70. ISSN 1477-9064 (In Press)

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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.

Item Type: Article
Uncontrolled 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
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Tourism, Hospitality & Environmental Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 01 Jun 2017 07:17
Last Modified: 01 Jun 2017 07:17
URI: http://repo.uum.edu.my/id/eprint/22112

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