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The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise

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  • Rod, Michel
  • Ashill, Nicholas J.
  • Carruthers, Janet

Abstract

Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the data identified a number of significant relationships between these stressors, service recovery performance and job outcome variables. The study makes an important contribution by advancing understanding of those job stressors that influence frontline service recovery performance and job outcomes in an SOE in the globally relevant context of former public sector government departments embracing ‘New Public Management’ through corporatisation. The findings indicate that managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence, organisational commitment, and job satisfaction.

Suggested Citation

  • Rod, Michel & Ashill, Nicholas J. & Carruthers, Janet, 2008. "The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise," Journal of Retailing and Consumer Services, Elsevier, vol. 15(1), pages 22-31.
    • Handle: RePEc:eee:joreco:v:15:y:2008:i:1:p:22-31
    DOI: 10.1016/j.jretconser.2007.02.002
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    References listed on IDEAS

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    Cited by:

    1. Roschk, Holger & Müller, Jana & Gelbrich, Katja, 2013. "Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts," Journal of Retailing and Consumer Services, Elsevier, vol. 20(2), pages 154-164.
    2. Alina - Cerasela Aluculesei & Elena - Cristina Mahika & Răzvan Rădulescu & Puiu Nistoreanu, 2015. "Organizational Stress for Retail Store Employees in Romania Is Spa Tourism a Solution?," Romanian Economic Journal, Department of International Business and Economics from the Academy of Economic Studies Bucharest, vol. 18(55), pages 3-24, March.
    3. Munawar Javed Ahmad & Norzieirani bt. Ahmad & Nazlina Zakaria, 2018. "Service Recovery Performance: A Critical Review of Literature," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(3), pages :390-411, September.
    4. Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    5. Lassaad Abdelmoula, 2021. "Effect of the Association of Gender and Specialization on the Relationship between Job Satisfaction and Performance in the Tax Field: Tunisian Context," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 362-372.

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