Drivers of frontline employees’ service recovery performance across cultures: A meta-analysis

Given the importance of employees in service recovery, academics as well as managers have long been interested in enhancing employees’ service recovery performance (SRP). This paper reports the results of a meta-analysis integrating empirical findings from the SRP literature. It aims to synthesize empirical evidence and to assess the relative importance of the correlates of SRP reported in literature, taking into account potential cross-cultural differences. The results show that employees’ SRP is most strongly correlated with aptitude variables, job motivation and service recovery resources. Job burnout and job stressors have less influence on SRP, while employee demographics have no relationship with SRP, except for educational level. The moderator analyses show that culture affects the strength of these relations: In traditional societies SRP is more strongly influenced by service recovery resources and job motivation and less by job stressors compared to secular societies. The SRP of employees in self-expressive societies is more strongly influenced by job stressors than the SRP in survival societies. These findings allow researchers and managers to better understand the drivers of frontline employees’ SRP in a global context.

Jaar van publicatie:2014

Toegankelijkheid:Closed