The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective
The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective
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一线员工服务补救意识的双刃剑效应：基于工作需求-资源视角
DOI：
10.1016/j.ijhm.2020.102536
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发表时间：
2020-07
影响因子：
11.7
通讯作者：
Wang Wangshuai
中科院分区：
文献类型：
--
作者：
Zhang Mo;Geng Ruoqi;Hong Zhisheng;Song Wenhao;Wang Wangshuai
本研究以工作需求-资源（JD-R）理论为基础，通过一线员工（FLEs）的情绪反应（包括情绪耗竭和工作投入），考察服务补救意识（SRA）对补救后满意度的双刃剑效应。知觉心理授权（PPE）的调节作用也进行了评估。来自267家五星级酒店FLE和客户的二元和匹配的响应表明，SRA被评为具有挑战性的需求，通过工作参与与恢复后的满意度呈正相关。然而，SRA也被认为是一种阻碍需求，导致情绪衰竭，这是负相关的恢复后的满意度。PPE放大了SRA对工作投入的影响，并缓冲了SRA对情绪耗竭的影响。最后，本研究并提出本研究的理论贡献、管理意涵与未来研究建议。
Drawing on job demands-resources (JD-R) theory, this study examines the double-edged sword effect of service recovery awareness (SRA) on post-recovery satisfaction via frontline employees’ (FLEs) emotional responses (including emotional exhaustion and work engagement). The moderating effect of perceived psychological empowerment (PPE) was also assessed. Dyadic and matched responses from 267 five-star hotel FLEs and customers indicated that SRA is appraised as a challenging demand that is positively associated with post-recovery satisfaction through work engagement. However, SRA is also considered a hindrance demand that leads to emotional exhaustion, which is negatively related to post-recovery satisfaction. PPE amplified the impact of SRA on work engagement and buffered the impact of SRA on emotional exhaustion. The theoretical contribution, managerial implications, and suggestions for future research of this study are discussed in detail.
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影响因子：
6
作者：
Osman M. Karatepe;Niusha Talebzadeh
通讯作者：
Osman M. Karatepe;Niusha Talebzadeh
DOI：
10.1017/jmo.2014.43
发表时间：
2014-07
期刊：
Journal of Management & Organization
影响因子：
--
作者：
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通讯作者：
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影响因子：
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作者：
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通讯作者：
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DOI：
10.1080/09585192.2013.778319
发表时间：
2013-09
期刊：
The International Journal of Human Resource Management
影响因子：
--
作者：
E. Koç
通讯作者：
E. Koç
DOI：
10.1080/02642060801935721
发表时间：
2010-06
期刊：
The Service Industries Journal
影响因子：
--
作者：
Wen-Bao Lin
通讯作者：
Wen-Bao Lin