Antecedents and outcomes of service recovery performance in a public health-care environment

Ashill, Nicolas J.; Carruthers, Janet; Krisjanous, Jayne

Abstract

Purpose - This paper proposes investigating a model of service recovery performance in a public health-care setting. Design/methodology/approach - Frontline hospital staff (administrative and nursing staff) representing a range of out-patient departments/clinics in a New Zealand inner-city public hospital completed a self-administered questionnaire on organizational variables affecting their service recovery efforts, job satisfaction and intention to resign. Data obtained from the hospital were analyzed using the SEM-based partial least squares (PLS) methodology. Findings - The results show significant relationships between perceived managerial attitudes, work environment perceptions, service recovery performance and outcomes variables. Research limitations/implications - Limitations of the study are noted including the generalizability of the findings within a public health-care environment. Suggestions for future research include an examination of other variables potentially important in service recovery efforts. A patient perspective would also be valuable. Practical implications - The research advances understanding of frontline service recovery performance in a health-care setting and the findings indicate that health-care managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence. Originality/value - Very little attention has been given to understanding the antecedents and outcomes of service recovery performance in the health-care literature. By expanding earlier research in private sector industries, the study investigates a model of service recovery performance in a public health-care setting. © Emerald Group Publishing Limited.

• Journal Article Type: Article
• Publication Date: Sep 13, 2005
• Journal: Journal of Services Marketing
• Print ISSN: 0887-6045
• Publisher: Emerald
• Peer Reviewed: Peer Reviewed
• Volume: 19
• Issue: 5
• Pages: 293-308
• DOI: https://doi.org/10.1108/08876040510609916
• Keywords: employees, health services, service failures, service improvements
• Public URL: https://uwe-repository.worktribe.com/output/1054021
• Publisher URL: http://dx.doi.org/10.1108/08876040510609916