The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise

Rod, Michel; Ashill, Nicholas J.; Carruthers, Janet

doi:10.1016/j.jretconser.2007.02.002

All Outputs (4)

The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context (2008)
Journal Article

We present and test a model of behavioural job outcomes grounded in Bagozzi's (1992) reformulation of attitude theory in the important and novel context of a former public sector government department that has undergone corporatisation. Frontline emp... Read More about The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context.

The effectiveness of threat appeals in the advertising of counselling services (2008)
Presentation / Conference Contribution

Job resourcefulness and employee burnout: Frontline service recovery performance efforts in a call centre context (2008)
Presentation / Conference Contribution

The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise (2008)
Journal Article

Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the da... Read More about The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise.