Antecedents of Service Recovery Performance - Murtaza, Zeenat
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This study examined the potential impact of organizational variables on the service recovery performance of frontline employees in bringing the dissatisfied customers back to a state of satisfaction following a service failure. For this purpose, frontline bank employees representing a range of public and private sector banks was used as the study setting. Data obtained from the banks was analyzed using the regression methodology which revealed the existence of a significant relationship between two dimensions of work environment perceptions and the service recovery performance of frontline…mehr

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Produktbeschreibung
This study examined the potential impact of organizational variables on the service recovery performance of frontline employees in bringing the dissatisfied customers back to a state of satisfaction following a service failure. For this purpose, frontline bank employees representing a range of public and private sector banks was used as the study setting. Data obtained from the banks was analyzed using the regression methodology which revealed the existence of a significant relationship between two dimensions of work environment perceptions and the service recovery performance of frontline employees. Specifically, the findings disclosed that empowerment exerts a moderate positive influence on the service recovery performance of frontline employees as does the organizational commitment; thus, indicating that the bank managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence.
Autorenporträt
Zeenat Murtaza was born on February 13, 1990. She completed her schooling at various schools of Airforce. She attended Fatima Jinnah Women University for her graduation in Business Studies. Soon after her graduation, she joined MAJU from where she received her MS degree with majors in Finance. Currently she's working in a Dubai based bank.