The Influence of Selected Antecedents of Frontline Employee 's Perceptions of Service Recovery Performance

Simple item page
dc.contributor.authorArdahan, M. Güven
dc.date.accessioned2016-05-18T20:09:36Z
dc.date.available2016-05-18T20:09:36Z
dc.date.issued2007
dc.departmentEastern Mediterranean University, Faculty of Tourismen_US
dc.descriptionThe file in this item is the publisher version (published version) of the article.en_US
dc.description.abstractThe purpose of this study is to determine the potential impact of selected organizational factors on boundary spanning-role employees’ perceptions of service recovery performance. This study also aims to assess the impact of service recovery performance on the intention to leave the job and extrinsic job satisfaction. This study uses a sample of front line employees in Belek, Antalya, Turkey. The empirical findings revealed that education, team work and role ambiguity as frontline job perceptions were found to exert positive influences on the service recovery performance, but, empowerment, reward, and organizational commitment were found to have negative effects on the service recovery performance.en_US
dc.identifier.citationArdahan, M. Güven (2007) "The Influence of Selected Antecedents of Frontline Employee's Perceptions of Service Recovery Performance," Hospitality Review: Vol. 25: Iss. 2, Article 1.en_US
dc.identifier.endpage32en_US
dc.identifier.issn0739-7011
dc.identifier.issue2en_US
dc.identifier.startpage8en_US
dc.identifier.urihttps://hdl.handle.net/11129/2656
dc.identifier.volume25en_US
dc.language.isoen
dc.publisher1. Fiu Hospitality Review and 2. Flu School of Hospitality and Tourism Managementen_US
dc.relation.ispartofFiu Hospitality Review
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectEmplyee Percemtionen_US
dc.subjectTurkeyen_US
dc.subjectEmpowermenten_US
dc.subjectServiceen_US
dc.subjectJob Satisfactionen_US
dc.titleThe Influence of Selected Antecedents of Frontline Employee 's Perceptions of Service Recovery Performanceen_US
dc.typeArticle

Files

Original bundle

Now showing 1 - 1 of 1
Thumbnail Image
Name:
The Influence of Selected Antecedents of Frontline Employees Perceptions of Service Recovery Performance.pdf
Size:
416.73 KB
Format:
Adobe Portable Document Format
Description:
Publisher Version
Download

License bundle

Now showing 1 - 1 of 1
Thumbnail Image
Name:
license.txt
Size:
1.77 KB
Format:
Item-specific license agreed upon to submission
Description:
Download

Collections

TOU – Journal Articles: Publisher & Author Versions (Post-Print Author Versions) – Tourism