The Antecedents and Consequences of Service Recovery Performance of Frontline Employees: A Study of Vietnam Retailing Industry
DOI:
https://doi.org/10.15549/jeecar.v8i3.667Keywords:
service recovery performance, customer participation, service- dominant logic, Vietnam retailingAbstract
Previous studies on service recovery performance have merely focused on identifying the factors which affect it from the service provider side. This study investigates the effect of customer participation on Vietnam retailing service recovery performance. A structural model was developed and tested using data surveyed from 231 respondents who were currently full-time employees in Vietnam retailers. The results show that the more customer participation which frontline employees perceive, the more effective the service recovery they perform. Moreover, the results indicate that the more effective service recovery which frontline employees perform, the less stress they confront. Empowerment of and training for employees have an equivalent impact on the service recovery performance of frontline employees. However, there is no significant relationship between service recovery performance and intention to leave frontline employees.
References
Andreassen, T. W., & Lindestad, B. (1998). The effect of corporate image in the formation of customer loyalty. Journal of Service Research, 1(1), 82-92. DOI: https://doi.org/10.1177/109467059800100107
Ashill, N., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public health-care environment. Journal of Services Marketing, 19 (5), 293–308. DOI: https://doi.org/10.1108/08876040510609916
Beehr, T. A., Walsh, J. T., & Taber, T. D. (1976). Relationships of stress to individually and organizationally valued states: Higher order needs as a moderator. Journal of applied psychology, 61(1), 41. DOI: https://doi.org/10.1037/0021-9010.61.1.41
Bell, C.R. (1992), ``How to invent service'', Journal of Services Marketing, Vol. 6 No. 1, pp. 37-9. DOI: https://doi.org/10.1108/08876049210035746
Bent, R., & Freathy, P. (1997). Motivating the employee in the independent retail sector. Journal of Retailing and Consumer Services, 4(3), 201-208. DOI: https://doi.org/10.1016/S0969-6989(96)00045-8
Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63-90. DOI: https://doi.org/10.1108/09564230010310295
Bowen D.E. and Lawler, E.E. (1992). ``The empowerment of service workers: what, why, how and when'', Sloan Management Review, Spring, pp. 31-9.
Brady, M. K., & Cronin Jr, J. J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of service Research, 3(3), 241-251. DOI: https://doi.org/10.1177/109467050133005
Cheung, F. Y. M., & To, W. M. (2016). A customer-dominant logic on service recovery and customer satisfaction. Management Decision, 54(10), 2524-2543. DOI: https://doi.org/10.1108/MD-03-2016-0165
Coe, B. (1990). Executive turnover in the retailing sector in Gordon, Peter J. and Kellerman, J. Bert, Advances in Marketing. Southwest Marketing Association.
Cullen, F. T., Link, B. G., Wolfe, N. T., & Frank, J. (1985). The social dimensions of correctional officer stress. Justice Quarterly, 2(4), 505-533 DOI: https://doi.org/10.1080/07418828500088711
Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the academy of marketing science, 36(1), 123-137. DOI: https://doi.org/10.1007/s11747-007-0059-8
Futrell, C. M., & Parasuraman, A. (1984). The relationship of satisfaction and performance to salesforce turnover. Journal of Marketing, 48(4), 33-40. DOI: https://doi.org/10.1177/002224298404800404
Griffin, M. L., Hogan, N. L., Lambert, E. G., Tucker-Gail, K. A., & Baker, D. N. (2010). Job involvement, job stress, job satisfaction, and organizational commitment and the burnout of correctional staff. Criminal Justice and behavior, 37(2), 239-255. DOI: https://doi.org/10.1177/0093854809351682
Gro?nroos, C. (1988). “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9, Winter, pp. 10-3.
Guo, Y., Liu, Y., Oerlemans, A., Lao, S., Wu, S., & Lew, M. S. (2016). Deep learning for visual understanding: A review. Neurocomputing, 187, 27-48. DOI: https://doi.org/10.1016/j.neucom.2015.09.116
Gwinner, K. P., Bitner, M. J., Brown, S. W., & Kumar, A. (2005). Service customization through employee adaptiveness. Journal of Service Research, 8(2), 131-148. DOI: https://doi.org/10.1177/1094670505279699
Hair, J. F. (2010). Black, Wc, Babin, Bj, & Anderson, Re (2010). Multivariate data analysis, 7.
Hayes, B.E. (1994). ``How to measure empowerment'', Quality Progress, February, pp. 41-6.
Hazée, S., Van Vaerenbergh, Y., & Armirotto, V. (2017). Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research, 74, 101-109. DOI: https://doi.org/10.1016/j.jbusres.2017.01.014
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73. DOI: https://doi.org/10.1509/jmkg.70.3.58
Krishna, A., Dangayach, G. S., & Jain, R. (2011). Service recovery: Literature review and research issues. Journal of Service Science Research, 3(1), 71. DOI: https://doi.org/10.1007/s12927-011-0004-8
Masadeh, M., Al-Ababneh, M. M., & Al-Sabi, S. M. A Comprehensive Research on Empowerment and Service Recovery Performance at Five-Star Hotels in Jordan.
Mihardjo, L. W., Jermsittiparsert, K., Ahmed, U., Chankoson, T., & Hussain, H. I. (2020). Impact of key HR practices (human capital, training and rewards) on service recovery performance with mediating role of employee commitment of the Takaful industry of the Southeast Asian region. Education+ Training. DOI: https://doi.org/10.1108/ET-08-2019-0188
Parasuraman, A. (1987). ``Customer-oriented corporate cultures are crucial to services marketing success'', Journal of Services Marketing, Vol. 1 No. 1, pp. 39-46. DOI: https://doi.org/10.1108/eb059587
Paynevandy, S. G. (2016). The role of empowerment in Organization Development. Human Resource Management, 3(5), 9-16.
Pym A 2010. Exploring Translation Theories. London and New York: Routledge. DOI: https://doi.org/10.4324/9780203869291
Rod, M., & Ashill, N. J. (2010). Management commitment to service quality and service recovery performance. International Journal of Pharmaceutical and Healthcare Marketing. DOI: https://doi.org/10.1108/17506121011036042
Roggeveen, A. L., Tsiros, M., & Grewal, D. (2012). Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery? Journal of the Academy of Marketing Science, 40(6), 771-790. DOI: https://doi.org/10.1007/s11747-011-0274-1
Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1996). Service Marketing, Harper Collins, New York, NY
Schoefer, K., Wäppling, A., Heirati, N., & Blut, M. (2019). The moderating effect of cultural value orientations on behavioral responses to dissatisfactory service experiences. Journal of Retailing and Consumer Services, 48, 247-256. DOI: https://doi.org/10.1016/j.jretconser.2019.02.009
Thibaut, J. W., & Walker, L. (1975). Procedural justice: A psychological perspective.
Vargo, S. L., & Lusch, R. F. (2004). The four service marketing myths: remnants of a goods-based, manufacturing model. Journal of service research, 6(4), 324-335. DOI: https://doi.org/10.1177/1094670503262946
Wen, B., and C. G. Chi. (2013). “Examine the Cognitive and Affective Antecedents to Service Recovery Satisfaction: A Field Study of Delayed Airline Passengers.” International Journal of Contemporary Hospitality Management 25 (3): 306–27. DOI: https://doi.org/10.1108/09596111311310991
Wulansari, Y. A., Koesmono, T., & Junaedi, M. (2017). Pengaruh Keadilan Prosedural dan Stres Kerja terhadap Turnover Intention dengan Komitmen Organisasional sebagai Variabel Mediasi pada PT . PJB Services. Jurnal Ilmiah Mahasiswa Manajemen (JUMMA) Universitas Katolik Widya MandalaSurabaya, 6(2), 112–124.
Xie, C., Bagozzi, R. P., & Troye, S. V. (2008). Trying to presume toward a theory of consumers as co-creators of value. Journal of the Academy of marketing Science, 36(1), 109-122. DOI: https://doi.org/10.1007/s11747-007-0060-2
Xu, X., Liu, W., & Gursoy, D. (2019). The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction. Journal of Travel Research, 58(6), 1034-1051. DOI: https://doi.org/10.1177/0047287518789285
Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business research, 66(9), 1279-1284. DOI: https://doi.org/10.1016/j.jbusres.2012.02.026
Zaman, K., Rana, M. S., & Iftikhar, U. (2019). A Multilevel Analysis of Job Demands and Intention to Resign Through Perceived Service Recovery Performance. Business & Economic Review, 11(2), 67-82. DOI: https://doi.org/10.22547/BER/11.2.4
Zeithaml, V. A., Bitner, M. J., & Dremler, D. (1996). Services Marketing, international edition. New York, NY and London: McGraw Hill.
Downloads
Published
How to Cite
Issue
Section
License
The JEECAR journal allows the author(s) to hold the copyright and publishing rights of their own manuscript without restrictions.
This journal applies the Creative Attribution Common License to works we publish, and allows reuse and remixing of its content, in accordance with a CC-BY 4.0 license.
Authors are free to: Share — copy and redistribute the material in any medium or format and Adapt — remix, transform, and build upon the material for any purpose, even commercially.
Under the following terms: Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
No additional restrictions — The author may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
The JEECAR Journal is committed to the editorial principles of all aspects of publication ethics and publication malpractice as assigned by the Committee on Public Ethics.
