Implementing service recovery through customer relationship management: identifying the antecedents

摘要

Purpose - This study seeks to combine components of service failure recovery and customer relationship management. It aims to develop a model of the antecedents of successful service recovery that proposes relationships between employee empowerment, job satisfaction, self-efficacy, employee ratings of the service firm's service recovery practices, and service technology usage. Design/methodology/approach - An online survey tool was used to collect data. The hypothesized model was tested utilizing structural equation modeling. Findings - Results support the hypothesized relationships between the empowerment of employees and their job satisfaction and perceived self-efficacy, as well as the relationships between job satisfaction and self-efficacy and service recovery. Practical implications - Managers may improve the implementation of service technology and service recovery strategies by increasing employee empowerment. Originality/value - The paper addresses a significant gap in the current literature by linking the well-established constructs of employee empowerment, job-satisfaction, self-efficacy and adaptability with measures of service failure recovery and service technology usage.