SERVICE RECOVERY PERFORMANCE IN A PUBLIC HEALTHCAREENVIRONMENT: ANTECEDENTS AND OUTCOMES

摘要

Very little attention has been given to understanding the antecedents and outcomes of servicerecovery performance in a healthcare setting. In this study, a cross-sectional survey investigates amodel of service recovery performance. Frontline hospital staff completed a self-administeredquestionnaire on organizational variables affecting their service recovery efforts, their jobsatisfaction and intentions to resign. The results from a Partial Least Squares analyses of the dataidentify significant relationships between perceived managerial attitudes, work environmentperceptions, service recovery performance and outcomes variables.