TY  - JOUR
AB  - Purpose This study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.Design/methodology/approach Primary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.Findings Empirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.Originality/value This study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.
VL  - 3
IS  - 2
SN  - 2516-7499
DO  - 10.1108/JCMARS-02-2019-0016
UR  - https://doi.org/10.1108/JCMARS-02-2019-0016
AU  - Zahoor Adil
PY  - 2020
Y1  - 2020/01/01
TI  - Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages
T2  - Journal of Contemporary Marketing Science
PB  - Emerald Publishing Limited
SP  - 153
EP  - 168
Y2  - 2024/09/20
ER  -