The Effect of Frontline Employee Efforts in Service Recovery Performance

Abstract

When enterprises encounter service failure, service recovery provides an opportunity for firms retaining unsatisfied customers and then turning the customers into satisfied and loyal ones. Recently, service failure and recovery has become a more important research topic for enterprises and researchers. Service recovery is provided by first-line employees; however, few research studies how to improve Customer Satisfaction by frontline employee efforts. This study aims to examine the effects of employee efforts, customer service training, empowerment, teamwork, rewards, and supportive management on service outcome and the effect of service outcome on Customer Satisfaction. A conceptual model was constructed and questionnaires were collected. Managerial implications are provided for service providers to provide service recovery from the investigation results.

The Roles Of Supportive Management On Service Recovery Performance Among Hotel Employees

“…When there is a complaint, it requires an effective service recovery effort by employees in handling the situation. Effective service recovery performance is very important because it can re-establish customer satisfaction as well as customer loyalty and word-ofmouth (Pai & Yeh, 2017) and keep existing customers, while at the same time getting new customers which is considered a bonus (Kumar Piaralal et al, 2014).…”

“…Management support factor that influence the service recovery performance of employees have been studied by many researchers (Ashill et al, 2008;Masoud & Hmeidan, 2013;Pai & Yeh, 2017). Masoud and Hmeidan (2013) conducted a study to find the effect of perceived work environment on frontline employee's service recovery performance.…”

“…Using data collected from 330 respondents via questionnaire, the findings show that training, empowerment, motivation, supportive management and service technology significantly predict frontline employee's service recovery performance. Building on the work of Pai and Yeh (2017) investigated the effect of frontline employee efforts in service recovery performance. They incorporated constructs such as customer service training, empowerment, teamwork, rewards, and supportive management.…”

The Roles of Supportive Management and Employees’ Commitment to Service Quality Towards Service Recovery Performance Among Hotel Employees in Malaysia

“…When there is a complaint, it requires an effective service recovery effort by employees in handling the situation. Effective service recovery performance is very important because it can re-establish customer satisfaction as well as customer loyalty and word-of-mouth (Pai & Yeh, 2017) and keep existing customers, while at the same time getting new customers which is considered a bonus (Kumar Piaralal, Mat, Kumar Piaralal, & Awais Bhatti, 2014).…”