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Potential antecedents and outcomes of frontline employees’ service recovery performance


Nik Mohd Masdek, Nik Rozana and Abdul Aziz, Yuhanis and Awang, Khairil Wahidin (2011) Potential antecedents and outcomes of frontline employees’ service recovery performance. International Journal of Economics and Management, 5 (1). pp. 114-139. ISSN 1823-836X


Frontline employees frequently act as a bridge between a firm and its customers. Therefore, customers often form their opinions on service quality of the firm based on how well the frontline employees perform. This conceptual paper intends to explore some potential antecedents that might have an impact with particular regard to frontline employees’ service recovery performance. In addition, it also looks at its potential impact on selected outcomes. Using the existing literature, hypotheses are formulated to provide understanding of the relationships between service recovery performance antecedents and its associated outcomes. This would assist managers in identifying and managing the factors, and thus will contribute towards creating a loyal base of satisfied customers. Implications for managerial actions and future research avenues are discussed. Empirical support is obviously needed for the proposed conceptual framework and therefore it has been planned for it to be tested in a hotel environment. An important reason for the hotel industry to be chosen is because of the booming of the tourism industry where the hotel sector is seen as the biggest contributor.

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Official URL or Download Paper: http://econ.upm.edu.my/ijem/vol5_no1.htm

Additional Metadata

Item Type: Article
Divisions: Faculty of Economics and Management
Publisher: Faculty of Economics and Management, Universiti Putra Malaysia
Keywords: Frontline employees; Hotel; Service failure; Service recovery performance; Service quality
Depositing User: Nabilah Mustapa
Date Deposited: 03 Aug 2015 06:29
Last Modified: 03 Aug 2015 06:29
URI: http://psasir.upm.edu.my/id/eprint/39485
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