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Critical antecedents to service recovery performance: some evidences and implications for service industry

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  • Mustafa Daskin
  • Ozgur Devrim Yilmaz

Abstract

This empirical study aims to investigate the impact of management commitment to service quality (MCSQ), work self-efficacy (SEFF), organisational politics (POP), work-family conflict (W-CON) and job satisfaction (JSAT) on frontline employees' (FLEs) service recovery performance (SRP) in İzmir/Turkey. A total number of 365 usable questionnaires were gathered from FLEs in the research location. This paper presented an integrative model to test the aforementioned effects and relationships. Results based on hierarchical regression analysis reveal that all hypothesised relationships were supported. Significantly, while education was found to be negatively related to JSAT, on the other hand it was found to be positively related to SRP. Practically, this paper provides implications for managers in terms of minimising the direct negative effects of POP and W-CON on FLEs' SRP. Theoretically, the current study by examining the influence of untested antecedents such as POP and SEFF on FLEs' SRP in a hotel context lends further contribution to the service management literature.

Suggested Citation

  • Mustafa Daskin & Ozgur Devrim Yilmaz, 2015. "Critical antecedents to service recovery performance: some evidences and implications for service industry," International Journal of Management Practice, Inderscience Enterprises Ltd, vol. 8(1), pages 70-97.
    • Handle: RePEc:ids:ijmpra:v:8:y:2015:i:1:p:70-97
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    Cited by:

    1. Daskin, Mustafa, 2019. "Self-efficacy model for better job outcomes: An approach to promote female employment in turkish hotel context," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(2), pages 188-207.
    2. 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.
    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.

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