Critical antecedents to service recovery performance: some evidences and implications for service industry
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/T...
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| Format: | Article |
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Inderscience Enterprises Ltd.
2015
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| _version_ | 1803628296483635200 |
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| author | Daskin, Mustafa Yilmaz, Ozgur Devrim |
| author_facet | Daskin, Mustafa Yilmaz, Ozgur Devrim |
| author_sort | Daskin, Mustafa |
| collection | UUM |
| description | 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. |
| first_indexed | 2024-07-04T06:19:42Z |
| format | Article |
| id | uum-22112 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T06:19:42Z |
| publishDate | 2015 |
| publisher | Inderscience Enterprises Ltd. |
| record_format | dspace |
| spelling | uum-221122017-06-01T07:17:28Z https://repo.uum.edu.my/id/eprint/22112/ Critical antecedents to service recovery performance: some evidences and implications for service industry Daskin, Mustafa Yilmaz, Ozgur Devrim HD28 Management. Industrial Management 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. Inderscience Enterprises Ltd. 2015 Article PeerReviewed 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) http://doi.org/10.1504/IJMP.2015.068317 doi:10.1504/IJMP.2015.068317 doi:10.1504/IJMP.2015.068317 |
| spellingShingle | HD28 Management. Industrial Management Daskin, Mustafa Yilmaz, Ozgur Devrim Critical antecedents to service recovery performance: some evidences and implications for service industry |
| title | Critical antecedents to service recovery performance: some evidences and implications for service industry |
| title_full | Critical antecedents to service recovery performance: some evidences and implications for service industry |
| title_fullStr | Critical antecedents to service recovery performance: some evidences and implications for service industry |
| title_full_unstemmed | Critical antecedents to service recovery performance: some evidences and implications for service industry |
| title_short | Critical antecedents to service recovery performance: some evidences and implications for service industry |
| title_sort | critical antecedents to service recovery performance some evidences and implications for service industry |
| topic | HD28 Management. Industrial Management |
| work_keys_str_mv | AT daskinmustafa criticalantecedentstoservicerecoveryperformancesomeevidencesandimplicationsforserviceindustry AT yilmazozgurdevrim criticalantecedentstoservicerecoveryperformancesomeevidencesandimplicationsforserviceindustry |