Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Empowerment in service recovery: the role of self-regulation process of frontline employee

Empowerment in service recovery: the role of self-regulation process of frontline employee In accordance with the commitment–trust theory, employee attitudes and behaviours mediate the impact of empowerment on service recovery performance. The purpose of this paper is to extend the self-regulating process model and develop a structural framework that combines empowerment, self-regulation mechanisms (service recovery awareness, job engagement and emotional exhaustion) and post-recovery satisfaction. This framework explores how empowerment can lead to action of frontline employees (FLEs) in service recovery.Design/methodology/approachThe authors test the hypotheses by investigating 290 pairs of FLEs and customers, who have service failure experience in the express mail industry, using structure equation modelling.FindingsThe findings show that empowerment enhances both service recovery awareness and job engagement. On the one hand, service recovery awareness has a positive impact on emotional exhaustion, which has a negative impact on post-recovery satisfaction. On the other hand, job engagement has a positive impact on performance. These results provide the whole picture of the double-edged effects of empowerment on FLEs in service recovery.Practical implicationsThis paper indicates that managers should re-consider approaches to empowerment based on self-regulation process to enhance performance following service failure.Originality/valueThis study explores the dark side of empowerment in service recovery from a self-regulation perspective. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Management Decision Emerald Publishing

Empowerment in service recovery: the role of self-regulation process of frontline employee

Management Decision , Volume 58 (5): 16 – Jun 17, 2019

Loading next page...
 
/lp/emerald-publishing/empowerment-in-service-recovery-the-role-of-self-regulation-process-of-sRyRkd2L2j

References (73)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0025-1747
DOI
10.1108/md-10-2018-1073
Publisher site
See Article on Publisher Site

Abstract

In accordance with the commitment–trust theory, employee attitudes and behaviours mediate the impact of empowerment on service recovery performance. The purpose of this paper is to extend the self-regulating process model and develop a structural framework that combines empowerment, self-regulation mechanisms (service recovery awareness, job engagement and emotional exhaustion) and post-recovery satisfaction. This framework explores how empowerment can lead to action of frontline employees (FLEs) in service recovery.Design/methodology/approachThe authors test the hypotheses by investigating 290 pairs of FLEs and customers, who have service failure experience in the express mail industry, using structure equation modelling.FindingsThe findings show that empowerment enhances both service recovery awareness and job engagement. On the one hand, service recovery awareness has a positive impact on emotional exhaustion, which has a negative impact on post-recovery satisfaction. On the other hand, job engagement has a positive impact on performance. These results provide the whole picture of the double-edged effects of empowerment on FLEs in service recovery.Practical implicationsThis paper indicates that managers should re-consider approaches to empowerment based on self-regulation process to enhance performance following service failure.Originality/valueThis study explores the dark side of empowerment in service recovery from a self-regulation perspective.

Journal

Management DecisionEmerald Publishing

Published: Jun 17, 2019

Keywords: Service recovery; Self-regulation; Empowerment; Emotion exhaustion; Post-recovery satisfaction

There are no references for this article.