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The effects of selected antecedents on the service recovery performance of frontline employees

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  • Osman M. Karatepe

Abstract

The purpose of the present study is to examine the effects of selected antecedents on the service recovery performance of frontline employees using data from frontline bank employees in Turkey. The results of the path analysis indicate that trait competitiveness, intrinsic motivation, and role ambiguity are significant antecedents of frontline employees' service recovery performance. Results also suggest that the significant consequences of service recovery performance are job satisfaction and intention to leave. The results of the other hypothesised linkages demonstrate that intrinsic motivation, emotional exhaustion, and role ambiguity are significantly associated with frontline employees' job satisfaction. In addition, the current empirical findings provide support for the notion that role ambiguity and emotional exhaustion are significant predictors of intention to leave. Limitations of the study, managerial implications, and implications for future research are discussed.

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  • Osman M. Karatepe, 2006. "The effects of selected antecedents on the service recovery performance of frontline employees," The Service Industries Journal, Taylor & Francis Journals, vol. 26(1), pages 39-57, January.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:1:p:39-57
    DOI: 10.1080/02642060500358795
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    Cited by:

    1. Priyanko Guchait & Xinyuan Zhao & Juan Madera & Nan Hua & Fevzi Okumus, 2018. "Can error management culture increase work engagement in hotels? The moderating role of gender," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 757-778, December.
    2. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
    3. Isabelle Yee Shan Chan & Mei-yung Leung & Qi Liang, 2018. "The Roles of Motivation and Coping Behaviours in Managing Stress: Qualitative Interview Study of Hong Kong Expatriate Construction Professionals in Mainland China," IJERPH, MDPI, vol. 15(3), pages 1-24, March.
    4. Munawar Javed Ahmad & Norzieiriani Ahmad & Nazlina Zakaria, 2018. "An Integrated Framework on Service Recovery Performance: The Mediating Role of Organizational Commitment," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(2), pages :263-279, March.
    5. Rodolfo Vázquez-Casielles & Víctor Iglesias & Concepción Varela-Neira, 2010. "Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 32(1), pages 83-103, July.
    6. William C. McDowell & Lucy M. Matthews & Ryan L. Matthews & Joshua R. Aaron & Diane R. Edmondson & Cheryl B. Ward, 2019. "The price of success: balancing the effects of entrepreneurial commitment, work-family conflict and emotional exhaustion on job satisfaction," International Entrepreneurship and Management Journal, Springer, vol. 15(4), pages 1179-1192, December.
    7. Wen-Bao Lin, 2008. "Service recovery expectation model -- from the perspectives of consumers," The Service Industries Journal, Taylor & Francis Journals, vol. 30(6), pages 873-889, January.

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