Antecedents of Service Recovery Performance. An Empirical Analysis of Frontline Employees in Banking Sector

      Аннотация: This study examined the potential impact of organizational variables on the service recovery performance of frontline employees in bringing the dissatisfied customers back to a state of satisfaction following a service failure. For this purpose, frontline bank employees representing a range of public and private sector banks was used as the study setting. Data obtained from the banks was analyzed using the regression methodology which revealed the existence of a significant relationship between two dimensions of work environment perceptions and the service recovery performance of frontline employees. Specifically, the findings disclosed that empowerment exerts a moderate positive influence on the service recovery performance of frontline employees as does the organizational commitment; thus, indicating that the bank managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence.

Ключевые слова: marketing, Customer satisfaction, Banking, Services, service recovery, Service Recovery Performance, front-line employees, service failure, Employees' attitudes