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Spatially dispersed employee recovery: An airline case study

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  • Hvass, Kristian A.
  • Torfadóttir, Embla

Abstract

Employee recovery addresses either employee well-being or management's practices in aiding employees in recovering themselves following a service failure. This paper surveys the cabin crew at a small, European, low-cost carrier and investigates employees' perceptions of management practices to aid personnel achieve service recovery. Employee recovery within service research often focuses on front-line employees that work in a fixed location, however a contribution to the field is made by investigating the recovery of spatially dispersed personnel, such as operational personnel in the transport sector, who have a work place away from a fixed or central location and have minimal management contact. Results suggest that the support employees receive from management, such as recognition, information sharing, training, and strategic awareness are all important for spatially dispersed front-line employees' satisfaction with management's actions and overall employee recovery.

Suggested Citation

  • Hvass, Kristian A. & Torfadóttir, Embla, 2014. "Spatially dispersed employee recovery: An airline case study," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 65-69.
    • Handle: RePEc:eee:jaitra:v:34:y:2014:i:c:p:65-69
    DOI: 10.1016/j.jairtraman.2013.08.003
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    References listed on IDEAS

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    1. Chang, Yu-Wei & Chang, Yu-Hern, 2010. "Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services," Journal of Air Transport Management, Elsevier, vol. 16(6), pages 340-342.
    2. Riccardo Peccei & Patrice Rosenthal, 2001. "Delivering Customer‐Oriented Behaviour through Empowerment: An Empirical Test of HRM Assumptions," Journal of Management Studies, Wiley Blackwell, vol. 38(6), pages 831-857, September.
    3. Kim, Yu-Kyoung & Lee, Hyung-Ryong, 2009. "Passenger complaints under irregular airline conditions – cross-cultural study," Journal of Air Transport Management, Elsevier, vol. 15(6), pages 350-353.
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    Cited by:

    1. Han, Tian-Yu & Bi, Jian-Wu & Yao, Yanbo, 2024. "Exploring the antecedents of airline employee job satisfaction and dissatisfaction through employee-generated data," Journal of Air Transport Management, Elsevier, vol. 115(C).
    2. Liu Xiaoqin, 2017. "Overcommunication Strategies of Violating Grice’s Cooperative Principle in Ground Service," English Language Teaching, Canadian Center of Science and Education, vol. 10(11), pages 162-162, November.
    3. Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.
    4. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
    5. Vatankhah, Sanaz & Darvishi, Maryam, 2018. "An empirical investigation of antecedent and consequences of internal brand equity: Evidence from the airline industry," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 49-58.

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