Antecedents and outcomes of service recovery performance: An empirical study of frontline employees in Turkish banks

Abstract

This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline employees working in several banks in two cities in Western Turkey serve as the study setting. Results and their implications are discussed. © 2003, MCB UP Limited