TY - JOUR
AU1 - Christo Boshoff
AU2 - Janine Allen
AB - This study considers the impact that some organisational factors can have on a service firm's ability to return dissatisfied customers to a state of satisfaction through service recovery. In other words, it investigates the potential impact organisational variables (modelled as antecedents) can have on the service recovery performance of frontline staff. It also assesses the impact that successful service recovery has on two outcome variables, namely, intentions to resign and job satisfaction. The results show that organisational commitment exerts a strong positive influence on the service recovery performance of frontline staff as does empowerment and rewarding them for service excellence. When frontline staff are performing service recovery effectively, they are less likely to resign and report higher levels of job satisfaction.
TI - The influence of selected antecedents on frontline staff’s perceptions of service recovery performance
JF - International Journal of Service Industry Management
DO - 10.1108/09564230010310295
DA - 2000-03-01
UR - https://www.deepdyve.com/lp/emerald-publishing/the-influence-of-selected-antecedents-on-frontline-staff-s-perceptions-PEX4d8jVeT
SP - 63
EP - 90
VL - 11
IS - 1
DP - DeepDyve
ER -