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

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

Abstract

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 data identified a number of significant relationships between these stressors, service recovery performance and job outcome variables. The study makes an important contribution by advancing understanding of those job stressors that influence frontline service recovery performance and job outcomes in an SOE in the globally relevant context of former public sector government departments embracing 'New Public Management' through corporatisation. The findings indicate that managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence, organisational commitment, and job satisfaction. © 2007 Elsevier Ltd. All rights reserved.

• Journal Article Type: Article
• Publication Date: Jan 1, 2008
• Journal: Journal of Retailing and Consumer Services
• Print ISSN: 0969-6989
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 15
• Issue: 1
• Pages: 22-31
• DOI: https://doi.org/10.1016/j.jretconser.2007.02.002
• Keywords: job demand stressors, service recovery performance, job outcomes, state-owned enterprise
• Public URL: https://uwe-repository.worktribe.com/output/1021505
• Publisher URL: http://dx.doi.org/10.1016/j.jretconser.2007.02.002