Critical antecedents to service recovery performance: some evidences and implications for service industry

摘要

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 Izmir/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.