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A case study on service recovery: Frontline employees’ perspectives and the role of empowerment

Author

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  • Schumacher Satu

    (University of Eastern Finland, Business School, P.O.Box 111, FI-80101 Joensuu)

  • Komppula Raija

    (University of Eastern Finland, Business School, P.O.Box 111, FI-80101 Joensuu, Tel. +358 50 4387 475)

Abstract

The aim of this study was to improve our understanding of how frontline employees cope with service recovery situations and recover from them. It also takes a closer look at employee empowerment. This work represents a qualitative case study, and investigates the topic from the perspective of frontline employees. Data collection is implemented by interviewing the case hotel’s frontline personnel. A content analysis method was utilised to analyse the collected data. The findings suggest that the support of colleagues is more crucial in coping with service recovery situations and recovering from them than the support of managers. Personality traits also play a role. A theoretical scheme of the service recovery process from the perspective of frontline employees is developed from the analysis of the interviews. The findings indicate that written instructions would assist employees in service recovery situations.

Suggested Citation

  • Schumacher Satu & Komppula Raija, 2016. "A case study on service recovery: Frontline employees’ perspectives and the role of empowerment," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 7(2), pages 117-127, July.
    • Handle: RePEc:vrs:ejothr:v:7:y:2016:i:2:p:117-127:n:6
    DOI: 10.1515/ejthr-2016-0014
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    References listed on IDEAS

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    1. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    2. McQuilken, Lisa, 2010. "The influence of failure severity and employee effort on service recovery in a service guarantee context," Australasian marketing journal, Elsevier, vol. 18(4), pages 214-221.
    3. Hong-Sheng Chang & Han-Liang Hsiao, 2008. "Examining the casual relationship among service recovery, perceived justice, perceived risk, and customer value in the hotel industry," The Service Industries Journal, Taylor & Francis Journals, vol. 28(4), pages 513-528, May.
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