High-performance work practices, career satisfaction, and service recovery performance: a study of flight attendants

2015 ◽  
Vol 70 (1) ◽  
pp. 56-71 ◽  
Author(s):  
Osman M. Karatepe ◽  
Sanaz Vatankhah
Keyword(s):  
High Performance ◽  
Career Satisfaction ◽  
Service Recovery ◽  
Job Security ◽  
Flight Attendants ◽  
Content Type ◽  
Career Opportunities ◽  
Service Recovery Performance ◽  
High Performance Work Practices ◽  
Recovery Performance

Purpose – The purpose of this paper is to propose and test a conceptual model that examines career satisfaction (CSAT) as a mediator of the effects of high-performance work practices (HPWPs) on service recovery performance, drawing from social information processing and Bagozzi’s (1992) reformulation of attitude theories. Design/methodology/approach – Data were gathered from flight attendants, with a time lag of two weeks in the private airline companies in Iran. The relationships were gauged using structural equation modeling. Findings – The results suggest that career opportunities seem to be the most important indicator of HPWPs, followed by rewards, selective staffing, empowerment, teamwork, job security and training. The results further suggest that the availability of HPWPs boosts flight attendants’ CSAT and that, in turn, results in elevated levels of service recovery performance. Originality/value – This study contributes to the current literature by linking HPWPs, as manifested by selective staffing, job security, training, empowerment, rewards, teamwork and career opportunities, to service recovery performance through CSAT based on data obtained from flight attendants.

The mediating role of work engagement in the relationship between high-performance work practices and job outcomes of employees in Nigeria

2016 ◽  
Vol 28 (10) ◽  
pp. 2350-2371 ◽  
Author(s):  
Osman M. Karatepe ◽  
Olusegun A. Olugbade
Keyword(s):  
Work Engagement ◽  
High Performance ◽  
Service Recovery ◽  
Job Security ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Work Practices ◽  
Content Type ◽  
Career Opportunities ◽  
High Performance Work Practices

Purpose This paper aims to examine work engagement as a mediator of the effects of selective staffing, job security, teamwork and career opportunities as the indicators of high-performance work practices on absence intentions, service recovery and creative performances. Design/methodology/approach Data came from 287 frontline employee–supervisor dyads in the international chain hotels in Nigeria. The direct and mediating effects were assessed using structural equation modeling. The Sobel test was also used to test the significance of each mediating effect. Findings The results demonstrate that the simultaneous implementation of selective staffing, job security, teamwork and career opportunities fosters work engagement that in turn leads to reduced absence intentions and results in service recovery and creative performances at elevated levels. Practical implications The presence of selective staffing, job security, teamwork and career opportunities enables management to hire individuals high in work engagement. Management should obtain significant feedback about new service ideas and suggestions for novel customer problems through workshops in which employees effectively participate. Management may also let employees with poor performance leave the organization rather than wasting organizational resources to retain them. Originality/value Little is known about the underlying mechanism through which high-performance work practices are linked to organizationally relevant and valued attitudinal and behavioral outcomes.

The effect of job insecurity on quitting intentions and service recovery performance

2019 ◽  
Vol 28 (2) ◽  
pp. 12-14
Keyword(s):  
Psychological Contract ◽  
Job Insecurity ◽  
Service Recovery ◽  
Mediating Effect ◽  
Full Time ◽  
Content Type ◽  
Career Opportunities ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact

Purpose The purpose of this study is to examine the impact of JIS on quitting intentions and service recovery performance (SRP) with JE as a mediating factor. Design/methodology/approach Data was gathered from 313 full time FHEs working in four and five star hotels in Iran. Questionnaires on JIS, JE, and quitting intentions were given in three waves to the FHEs over a two-week period and in addition supervisors provided a rating of SRP. Findings The findings support the mediating effect of JE with JIS related to the outcomes indirectly through JE. The greater the level of JIS the lower the JE of FHEs. The greater the level of JE the lower the quitting intentions and the higher the SRP of FHE’s. JE completely mediates the impact of JIS on quitting intentions and SRP. Practical implications Organizations should put steps in to retain key workers through adherence to the psychological contract, reduce the impact of JIS through providing clear information on career opportunities and progression, invest in high quality training to improve SRP and hire a workforce from the local communities to increase off-the job JE Originality/value This paper has contributed to an area where research is scarce with regard to how JIS can be reduced and the structure that links it to employee outcomes.

Perceived organizational support, career satisfaction, and performance outcomes

2012 ◽  
Vol 24 (5) ◽  
pp. 735-752 ◽  
Author(s):  
Osman M. Karatepe
Keyword(s):  
Job Performance ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Career Satisfaction ◽  
Service Recovery ◽  
Performance Outcomes ◽  
Content Type ◽  
Foreign Countries ◽  
Service Recovery Performance ◽  
Recovery Performance

PurposeThe purpose of this study is to develop and test a research model that examines career satisfaction as a mediator of the effect of perceived organizational support on service recovery performance and job performance.Design/methodology/approachBased on data obtained from frontline hotel employees with a time lag of one month and their immediate supervisors in Cameroon, the hypothesized relationships were tested using LISREL 8.30 through structural equation modeling.FindingsThe results suggested that the fully mediated model had a better fit to the data when compared to the partially mediated model. As hypothesized, perceived organizational support influenced service recovery performance and job performance only via career satisfaction.Research limitations/implicationsInvestigating the study relationships over a longer period of time than was done in this study would be useful for making causal inferences conclusively. Replication studies with larger sample sizes in different hospitality and tourism settings in Cameroon and other countries in sub‐Saharan Africa would be beneficial for broadening the database for further generalizations.Practical implicationsManagers should make sure that they recognize employees' good work or efforts continuously. They should also ensure that employees participate in decisions that may affect the service delivery process. It is also critical to have a pool of employees with work experience gained in foreign countries. Employees who worked in other hotels in foreign countries would acquire new skills and thus have higher career satisfaction in the current organization.Originality/valueThis study contributes to the hospitality management and marketing literature by examining the mediating role of career satisfaction in the relationship between perceived organizational support and two organizationally valued performance outcomes, i.e. service recovery performance and job performance.

scholarly journals Mediating Role of Work Engagement on the Impact of High Performance Work Practices, Service Recovery Performance and Life Satisfaction in Selected Restaurants in Turkish Republic of North Cyprus

2019 ◽  
Vol 9 (3) ◽  
pp. 298
Author(s):  
Madgaline Enow Mbi Tarkang Mary ◽  
Ruth Nange Yunji ◽  
Rawan Alafeshat
Keyword(s):  
Life Satisfaction ◽  
Work Engagement ◽  
High Performance ◽  
Service Recovery ◽  
Work Practices ◽  
Turkish Republic ◽  
North Cyprus ◽  
Service Recovery Performance ◽  
High Performance Work Practices ◽  
Recovery Performance

Purpose – Drawing from social exchange theory, our study examine Work Engagement as a mediator of the impact of High Performance Work Practices on Service Recovery Performance and Life Satisfaction.Design/methodology/approach – Data obtained from the employees in restaurants in Famagusta region in Turkish Republic of Northern Cyprus. Structural Equation Modeling was used as the main instrument analysis to test the propose relationships.Findings – Work Engagement is one of the immediate outcomes of High performance work practices that engenders the performance of employee and effect on Service Recovery Performance and Life Satisfaction. The findings highlight the influence Work Engagement in the intermediate linkage between High performance work practices, Service Recovery Performance and Life Satisfaction.Practical implications – Work Engagement is a critical variable activating customer-contact employees and performance outcomes. As a suggestion, management need to attract and retain customer-contact employees who are energetic, dedicated, and are absorbed by their work.Originality/value – Most studies on service recovery has been done in Western countries, such as Asia and Australia but little known is in the Middle East, so North Cyprus was selected to be surveyed. Furthermore a comprehensive study of High performance work practices, Work Engagement, Service Recovery Performance and Life Satisfaction is yet to be investigated simultaneously in three cities in Turkish Republic of North Cyprus.

Identifying aggressive versus ethical sales supervision in B2B service recovery: a multilevel perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bilal Ahmad ◽  
Da Liu ◽  
Naeem Akhtar ◽  
Muhammad Imad-ud-Din Akbar
Keyword(s):  
Service Recovery ◽  
Internal Validity ◽  
Sales Managers ◽  
Surface Acting ◽  
Cross Sectional ◽  
Deep Acting ◽  
Content Type ◽  
Sales Organizations ◽  
Service Recovery Performance ◽  
Recovery Performance

PurposeThe current research provides a conceptual framework that explains how sales managers' aggression across business-to-business (B2B) sales organizations triggers salespeople's surface acting, deep acting and service recovery performance. It also investigates the moderating role of ethical leadership through sales managers' aggressiveness on service recovery performance.Design/methodology/approachThe authors test the model using multilevel analysis with cross-sectional data of 367 salespeople from different sales organizations.FindingsThe study shows that the aggression of sales managers has an adverse influence on service recovery performance. Additionally, aggressiveness among sales managers is positively connected with surface acting while adversely affecting deep acting. The study’s findings also indicate that ethical sales leadership is positively moderate among sales managers' aggressiveness and service recovery performance.Research limitations/implicationsThe authors collected data from individual salespersons, which is the limitation; however, future studies could collect data using the dyadic approach, such as matching responses from both managers and salespersons. This method could enhance the model's internal validity.Originality/valueSeveral studies have mainly focused on positive supervision styles in the literature on service recovery. At the same time, building a negative supervision model in the B2B service recovery context, which has been persistently ignored, is noteworthy.

Corporate social responsibility, ambidextrous leadership, and service excellence

2019 ◽  
Vol 37 (5) ◽  
pp. 580-594 ◽  
Author(s):  
Tuan Luu ◽  
Le Viet ◽  
Eryadi Masli ◽  
Diana Rajendran
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Service Recovery ◽  
Job Crafting ◽  
Equation Modeling ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Corporate Social ◽  
Ambidextrous Leadership

Purpose The purpose of this paper is to delve into the interactive effects of corporate social responsibility (CSR) and ambidextrous leadership on customer-oriented organizational citizenship behavior (customer-oriented OCB) and service recovery performance among tourism industry workers. Design/methodology/approach The authors collected data from participants working in tour companies based in Ho Chi Minh City, Vietnam. The associations among the constructs in the research model were tested through multilevel structural equation modeling. Findings Data analysis supported the positive links between CSR and customer-oriented OCB and service recovery performance. Customer-oriented job-crafting emerged as a mediator for such relationships. Ambidextrous leadership played a moderating role to attenuate the positive impacts of CSR on customer-oriented job crafting, customer-oriented OCB and service recovery performance. Originality/value The study extends the tourism management literature by linking CSR to customer-oriented OCB and service recovery performance among tourism employees via customer-oriented job crafting as a mediator and ambidextrous leadership as a moderator.

The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors

2017 ◽  
Vol 27 (1) ◽  
pp. 2-22 ◽  
Author(s):  
Aysin Pasamehmetoglu ◽  
Priyanko Guchait ◽  
J.B. Tracey ◽  
Christopher J.L. Cunningham ◽  
Puiwa Lei
Keyword(s):  
Service Recovery ◽  
Interaction Effects ◽  
Error Management ◽  
Linear Interaction ◽  
Coworker Support ◽  
Content Type ◽  
Non Linear ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Helping Behaviors

Purpose The purpose of this paper is to amend and extend the emerging research that has utilized an employee-focused approach to examining the service recovery process. In doing so, the authors examine the influences of supervisor and coworker support for error management on two measures of employee service performance: service recovery performance and helping behaviors during service failure and recoveries. Specifically, this study examines the linear and non-linear interaction effects of supervisor and coworker support for error management on the outcome variables. Design/methodology/approach To examine the proposed relationships, the authors conducted a field study that utilized survey data from a sample of 243 restaurant employees and their immediate supervisors. Employee ratings of supervisor and coworker support for error management were matched with the data gathered for the two dependent variables (i.e. supervisory ratings of service recovery performance and helping behaviors). Structural equation modeling was used to examine the linear interaction effects on the outcome variables. To examine the non-linear interaction effects on the outcome variables the authors utilized polynomial regression and response surface modeling. Findings The results showed that the interaction effects of supervisor and coworker support for error management was significantly positively related to both service recovery performance and helping behaviors. In addition, an alternative analysis of the shape of the interaction effects using polynomial regression and response surface modeling showed that the moderating effects may be better conceptualized as non-linear. Originality/value These findings offer new insights about the roles and impact of various forms of support in the service recovery process. First, the current study focuses specifically on supervisor and coworker support for error management and the impact on employees’ service recovery performance and helping behaviors. Second, this research investigates the interaction effects of these two forms of support on service recovery performance and helping behaviors. Third, along with linear interaction effects, the current work examines non-linear interaction effects. These relationships examined in this study have not been tested before. Thus, the findings of this research make a unique contribution to research in service management. The findings of this study provide more prescriptive insights about the means to prevent and respond effectively to service errors.

Perceived supervisory support and service recovery performance

2016 ◽  
Vol 8 (3) ◽  
pp. 298-316 ◽  
Author(s):  
Wanny Oentoro ◽  
Patchara Popaitoon ◽  
Ananchai Kongchan
Keyword(s):  
Personality Traits ◽  
Call Centers ◽  
Service Recovery ◽  
Emotional Stability ◽  
Supervisory Support ◽  
Content Type ◽  
Perceived Supervisory Support ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Relationship

Purpose The purpose of this paper is to investigate the moderating effect of personality traits (i.e. extraversion and emotional stability) toward the relationship between perceived supervisory support (PSS) and employees’ service recovery performance (SRP) in call centers. Design/methodology/approach Self-administered questionnaires were distributed to call center in service organizations located in Thailand. Moderated regression analysis and the follow-up analyses were employed to test hypotheses. Findings The findings reveal that emotional stability moderates the relationship between PSS and employees’ SRP. Unexpectedly, no evidence was found that extraversion moderates the service performance relationship. Research limitations/implications The limitations include generalizability and the neglect of other personality traits that could influence SRP. Future research could validate the study in different countries and examine the moderating roles of other personality traits in the SRP model. Practical implications This study provides insights for people management managers that SRP of employees with high emotional stability could be enhanced and diminished corresponding to the level of supervisory support. Therefore, attention should be paid to this particular group of call centers for their contribution that could be maximized if they received high support from supervisors. Originality/value Previously, little attention has been given to understand the role of personality traits on SRP. In doing so, this research contributes to the literature by investigating the moderating roles of emotional stability and extraversion on employees’ SRP.

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