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The influence of selected antecedents on frontline staff’s perceptions of service recovery performance

Christo Boshoff (Department of Business Management, University of Port Elizabeth, Port Elizabeth, South Africa, and)
Janine Allen (Department of Marketing, University of Otago, Dunedin, New Zealand)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 March 2000

Abstract

This study considers the impact that some organisational factors can have on a service firm’s ability to return dissatisfied customers to a state of satisfaction through service recovery. In other words, it investigates the potential impact organisational variables (modelled as antecedents) can have on the service recovery performance of frontline staff. It also assesses the impact that successful service recovery has on two outcome variables, namely, intentions to resign and job satisfaction. The results show that organisational commitment exerts a strong positive influence on the service recovery performance of frontline staff as does empowerment and rewarding them for service excellence. When frontline staff are performing service recovery effectively, they are less likely to resign and report higher levels of job satisfaction.

Keywords

Citation

Boshoff, C. and Allen, J. (2000), "The influence of selected antecedents on frontline staff’s perceptions of service recovery performance", International Journal of Service Industry Management, Vol. 11 No. 1, pp. 63-90. https://doi.org/10.1108/09564230010310295

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MCB UP Ltd

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