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.

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.

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.

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.

Collective job crafting and team service recovery performance: a moderated mediation mechanism

2017 ◽  
Vol 35 (5) ◽  
pp. 641-656 ◽  
Author(s):  
Tuan Trong Luu
Keyword(s):  
Data Analysis ◽  
Work Engagement ◽  
Structural Equation ◽  
Service Recovery ◽  
Team Work ◽  
Job Crafting ◽  
Equation Modeling ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance

Purpose The clinical team’s recovery performance for the failures in the patient care processes plays a crucial role in leveraging the healthcare service quality. The purpose of this paper is to investigate the relationship between collective job crafting and team service recovery performance via the mediation mechanism of team work engagement. Design/methodology/approach Clinicians including physicians and nurses from hospitals in Ho Chi Minh City of Vietnam were recruited as sources of data for the current study. Structural equation modeling was utilized to conduct the data analysis. Findings The data analysis demonstrated the role of team work engagement as a mediator for the positive link between collective job crafting and team service recovery performance. Serving culture was also found to have an interaction effect with collective job crafting in predicting team work engagement. Originality/value The current research extends service recovery research by examining service recovery performance at the team level as well as collective job crafting as its team-level antecedent.

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