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

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dc.contributor.authorYavas, Ugur
dc.contributor.authorKaratepe, Osman M.
dc.contributor.authorAvcí, Turgay
dc.contributor.authorTekinkuş, Mehmet
dc.date.accessioned2026-02-06T17:54:25Z
dc.date.issued2003
dc.departmentDoğu Akdeniz Üniversitesi
dc.description.abstractThis 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
dc.identifier.doi10.1108/02652320310488439
dc.identifier.endpage265
dc.identifier.issn0265-2323
dc.identifier.issue5
dc.identifier.scopus2-s2.0-84986164032
dc.identifier.scopusqualityQ1
dc.identifier.startpage255
dc.identifier.urihttps://doi.org/10.1108/02652320310488439
dc.identifier.urihttps://search.trdizin.gov.tr/tr/yayin/detay/
dc.identifier.urihttps://hdl.handle.net/11129/7403
dc.identifier.volume21
dc.indekslendigikaynakScopus
dc.language.isoen
dc.relation.ispartofInternational Journal of Bank Marketing
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_Scopus_20260204
dc.subjectBanking
dc.subjectEmployees’ attitudes
dc.subjectJob satisfaction
dc.subjectService operations
dc.subjectTurkey
dc.titleAntecedents and outcomes of service recovery performance: An empirical study of frontline employees in Turkish banks
dc.typeArticle

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