How can organizational tolerance toward frontline employees’ errors help service recovery?

2021 ◽  
pp. 1-16
Author(s):  
Julien Cusin ◽  
Michaël Flacandji
Keyword(s):  
Service Recovery ◽  
Frontline Employees

Explanation information and source in service recovery initiatives

2014 ◽  
Vol 28 (4) ◽  
pp. 311-318 ◽  
Author(s):  
Thomas Baker ◽  
Tracy Meyer
Keyword(s):  
Source Credibility ◽  
Positive Impact ◽  
Service Failure ◽  
Empirical Studies ◽  
Service Recovery ◽  
Positive Outcome ◽  
Frontline Employees ◽  
Full Account ◽  
Content Type ◽  
Service Failure And Recovery

Purpose – The purpose of this paper is to specifically consider two interactional aspects that are likely to contribute to the success of an explanation of why a service failed: the adequacy of information provided and role of the person providing the information. Design/methodology/approach – Two empirical studies were conducted using a between-subjects 2 (information: low vs high) × 2 (employee: frontline vs manager) experimental design. The first study was designed to better understand when the information provided might have a more positive impact on the customer. The second study was conducted to understand why the effects exist. Findings – In Study 1, an interaction effect was seen that suggests that the most positive outcome is when the manager (vs the frontline employee) provides a full explanation (vs limited explanation) of the mishap. Results from Study 2 indicate that source credibility is in play. Research limitations/implications – Participants were asked to respond to service failure and recovery scenarios using the same service context. The means of the outcome variables suggest that the recovery effort could be improved upon with other methods. Practical implications – Contrary to suggestions that frontline employees be responsible to resolve service failures, our studies reveal that service recovery initiatives involving an explanation only are best received when the manager provides the customer a full account of what went wrong. Originality/value – This research provides empirical evidence of when and why more information regarding the cause of a service failure is most positively received by the customer.

scholarly journals The Antecedents and Consequences of Service Recovery Performance of Frontline Employees: A Study of Vietnam Retailing Industry

2021 ◽  
Vol 8 (3) ◽  
pp. 374-383
Author(s):  
Tran Van Hung ◽  
Vo Thi Ngoc Lien
Keyword(s):  
Structural Model ◽  
Service Recovery ◽  
Intention To Leave ◽  
Customer Participation ◽  
Full Time ◽  
Frontline Employees ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Antecedents And Consequences ◽  
Using Data

Previous studies on service recovery performance have merely focused on identifying the factors which affect it from the service provider side. This study investigates the effect of customer participation on Vietnam retailing service recovery performance. A structural model was developed and tested using data surveyed from 231 respondents who were currently full-time employees in Vietnam retailers. The results show that the more customer participation which frontline employees perceive, the more effective the service recovery they perform. Moreover, the results indicate that the more effective service recovery which frontline employees perform, the less stress they confront. Empowerment of and training for employees have an equivalent impact on the service recovery performance of frontline employees. However, there is no significant relationship between service recovery performance and intention to leave frontline employees.  

Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages

2020 ◽  
Vol 3 (2) ◽  
pp. 153-168
Author(s):  
Adil Zahoor
Keyword(s):  
Work Engagement ◽  
Service Recovery ◽  
Proactive Personality ◽  
Job Resources ◽  
Frontline Employees ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Moderating Role

PurposeThis 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/approachPrimary 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.FindingsEmpirical 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/valueThis 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.

scholarly journals A case study on service recovery: Frontline employees’ perspectives and the role of empowerment

2016 ◽  
Vol 7 (2) ◽  
pp. 117-127 ◽  
Author(s):  
Satu Schumacher ◽  
Raija Komppula
Keyword(s):  
Content Analysis ◽  
Qualitative Case Study ◽  
Service Recovery ◽  
Recovery Process ◽  
Employee Empowerment ◽  
Frontline Employees ◽  
Analysis Method ◽  
Content Analysis Method

AbstractThe aim of this study was to improve our understanding of how frontline employees cope with service recovery situations and recover from them. It also takes a closer look at employee empowerment. This work represents a qualitative case study, and investigates the topic from the perspective of frontline employees. Data collection is implemented by interviewing the case hotel’s frontline personnel. A content analysis method was utilised to analyse the collected data. The findings suggest that the support of colleagues is more crucial in coping with service recovery situations and recovering from them than the support of managers. Personality traits also play a role. A theoretical scheme of the service recovery process from the perspective of frontline employees is developed from the analysis of the interviews. The findings indicate that written instructions would assist employees in service recovery situations.

Linking polychronicity to hotel frontline employees’ job outcomes

2016 ◽  
Vol 11 (2) ◽  
pp. 162-180 ◽  
Author(s):  
Mustafa Daskin
Keyword(s):  
Regression Analysis ◽  
Work Stress ◽  
Service Recovery ◽  
Role Overload ◽  
Hierarchical Regression ◽  
Work Setting ◽  
Frontline Employees ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance

Purpose – The purpose of this paper is to investigate the impact of polychronicity on frontline employees’ (FLEs) service recovery performance, perceived role overload, and work stress in a hotel work setting. Design/methodology/approach – In this survey, a total number of 267 usable questionnaires were personally retrieved from a sample of full-time FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis. Findings – Results based on hierarchical regression analysis reveal that polychronicity had positive impact on service recovery performance and negative impact on role overload and work stress. Significantly, while education was found to be positively related to service recovery performance, on the other hand, age, education, and job tenure were found to be negatively related to role overload and work stress. Practical implications – This paper provides implications for managers in terms of minimizing FLEs role overload and work stress and maximizing their service recovery performance. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within a hotel work setting. Originality/value – Theoretically, the current study by examining the untried effects and relationships such as the effect of polychronicity on FLEs’ service recovery performance and work stress lends further contribution to the tourism and hospitality management literature.

Employee adaptive and proactive service recovery: a configurational perspective

2020 ◽  
Vol 54 (7) ◽  
pp. 1581-1607
Author(s):  
Graca Miranda Silva ◽  
Filipe Coelho ◽  
Cristiana R. Lages ◽  
Marta Reis
Keyword(s):  
Customer Service ◽  
Online Survey ◽  
Service Recovery ◽  
Qualitative Comparative Analysis ◽  
Adaptive Behaviors ◽  
Proactive Behavior ◽  
Frontline Employees ◽  
Content Type ◽  
Managerial Practices ◽  
Configurational Approach

Purpose This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service recovery, which is the common approach in the literature, this study uses a configurational approach to investigate how five antecedents (customer service orientation, rewards, teamwork, empowerment and customer service training) combine to yield employee adaptive and proactive service recovery behaviors. Design/methodology/approach The study collects responses from 90 frontline employees through an online survey. Building on configurational theory, the authors developed and empirically validated four research propositions by using a fuzzy-set qualitative comparative analysis. Findings Three equifinal configurations of managerial practices result in either employee proactive or adaptive service recovery behaviors. Two of these three configurations result in both adaptive and proactive behaviors. In addition, the findings show that two out of the three configurations that lead to proactive behavior in service recovery also lead to the simultaneous existence of proactive and adaptive behaviors in service recovery. None of the sufficient configurations require the presence of all managerial practices. These results underscore that managers do not have to act on every single managerial intervention area to promote service recovery. Research limitations/implications The study advances the knowledge on the antecedents of employee behavior in service recovery by investigating how these antecedents combine to yield different recipes for developing either employee adaptive or proactive behavior in service recovery. Practical implications The findings provide insights for managers into the different combinations of practices that can be used to develop employee proactive or adaptive behavior in service recovery. Originality/value To the best of the authors’ knowledge, this is the first study that relies on a configurational approach to understand the combinations of managerial practices that result in employee proactive and adaptive behaviors in service recovery.

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