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The Bright Side of Stressed Frontline Employees in Service Recovery: The Combination Causes of Organizational Empowerment and Self-Regulation Processes

Authors Zhang M

Received 27 August 2019

Accepted for publication 4 November 2019

Published 29 November 2019 Volume 2019:12 Pages 1087—1097

DOI https://doi.org/10.2147/PRBM.S228902

Checked for plagiarism Yes

Review by Single-blind

Peer reviewer comments 2

Editor who approved publication: Professor Igor Elman


Mo Zhang

Economics and Management School, Shanghai Maritime University, Shanghai, People’s Republic of China

Correspondence: Mo Zhang No.1550 Haigang Avenue, Pudong District, Shanghai 201902, People’s Republic of China
Tel +86 18616808226
Fax +86 21 38282425
Email mozhang@shmtu.edu.cn

Purpose: This study aims to extend the previous research on the structural relationships between organisational empowerment and frontline employees’ behaviours by exploring the role of the self-regulating processes and its impact on service recovery performance (SRP).
Methods: This study adopts fuzzy-set qualitative comparative analysis (fsQCA). Following the procedure of applying fsQCA, including data calibration, truth table construction and fsQCA analysis, the 287 dyadic data from the express mail industry was collected and analysed.
Results: The findings show that organisational empowerment is a sufficient antecedent for high SRP, especially in cases involving frontline employees with strong service recovery awareness and positive work engagement. Moreover, in the context of organisational empowerment, a reasonable level of emotional exhaustion represents a positive impact on performance in service recovery.
Conclusion: This study offers some comprehensive insights for practitioners to empower stressed frontline employees and monitor their emotions and behaviours using appropriate approaches.

Keywords: service recovery, self-regulation theory, frontline employee, empowerment, service recovery performance, fsQCA

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