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Potential antecedents and outcomes of frontline employees’ service recovery performance

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 imp...

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Main Authors: Nik Mohd Masdek, Nik Rozana, Abdul Aziz, Yuhanis, Awang, Khairil Wahidin
Format: Article
Language:English
Published: Faculty of Economics and Management, Universiti Putra Malaysia 2011
Online Access:http://psasir.upm.edu.my/id/eprint/39485/1/39485.pdf
http://psasir.upm.edu.my/id/eprint/39485/
http://econ.upm.edu.my/ijem/vol5_no1.htm
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spelling my.upm.eprints.394852015-08-03T06:29:34Z http://psasir.upm.edu.my/id/eprint/39485/ Potential antecedents and outcomes of frontline employees’ service recovery performance Nik Mohd Masdek, Nik Rozana Abdul Aziz, Yuhanis Awang, Khairil Wahidin 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. Faculty of Economics and Management, Universiti Putra Malaysia 2011-06 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/39485/1/39485.pdf 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 http://econ.upm.edu.my/ijem/vol5_no1.htm
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description 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.
format Article
author Nik Mohd Masdek, Nik Rozana
Abdul Aziz, Yuhanis
Awang, Khairil Wahidin
spellingShingle Nik Mohd Masdek, Nik Rozana
Abdul Aziz, Yuhanis
Awang, Khairil Wahidin
Potential antecedents and outcomes of frontline employees’ service recovery performance
author_facet Nik Mohd Masdek, Nik Rozana
Abdul Aziz, Yuhanis
Awang, Khairil Wahidin
author_sort Nik Mohd Masdek, Nik Rozana
title Potential antecedents and outcomes of frontline employees’ service recovery performance
title_short Potential antecedents and outcomes of frontline employees’ service recovery performance
title_full Potential antecedents and outcomes of frontline employees’ service recovery performance
title_fullStr Potential antecedents and outcomes of frontline employees’ service recovery performance
title_full_unstemmed Potential antecedents and outcomes of frontline employees’ service recovery performance
title_sort potential antecedents and outcomes of frontline employees’ service recovery performance
publisher Faculty of Economics and Management, Universiti Putra Malaysia
publishDate 2011
url http://psasir.upm.edu.my/id/eprint/39485/1/39485.pdf
http://psasir.upm.edu.my/id/eprint/39485/
http://econ.upm.edu.my/ijem/vol5_no1.htm
_version_ 1643832435106906112
score 13.211869

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