Work

The Influence of Selected Antecedents of Frontline Employee 's Perceptions of Service Recovery Performance

Year: 2007

Type: article

Abstract: The purpose of this study is to determine the potential impact of selected organizational factors on boundary-spanning-role employees’ perceptions of service recovery performance. This study also aims to assess the impact of service recovery performance on the intention to leave the job and extrinsic job satisfaction. This study uses a sample of frontline employees in Belek, Antalya, Turkey. The empirical findings revealed that education, team work and role ambiguity as frontline job perceptions were found to exert positive influences on the service recovery performance, but, empowerment, reward, and organizational commitment were found to have negative effects on the service recovery performance.

Source: Florida International University Digital Commons (Florida International University)

Author: Mehmet Guven Ardahan

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: green

OpenAlex ID: W2103982290

FWCI:

Cites: 42

Cited by: 13

Related to: 10