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Factors affecting the effects of service recovery from an integrated point of view

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Abstract:

This study discusses three aspects of service recovery: the corporate leadership style, employee self-efficacy, and manager-subordinate interaction. Employees of service-oriented industries were selected as the population, and stratified random sampling was adopted to collect samples in four major metropolitan areas in Taiwan: Taipei, Kaohsiung, Taichung and Tainan. Empirical results showed that transformational leadership, compared with paternalistic leadership, has positive and significant effect on the service recovery performance; high self-efficacy employees, compared with low self-efficacy ones, have a positive and significant effect on the service recovery performance; and  relationship commitment value has a positive and significant effect on the service recovery performance.  The main feature of the study is the combination of linear multivariate analysis with a non-linear fuzzy neural network model in the analysis, an approach rarely found in previous studies. Management implications are also proposed.

Keywords: leadership; self-efficacy; service recovery performance

Document Type: Research Article

DOI: http://dx.doi.org/10.1080/14783363.2010.545553

Affiliations: Graduate Institute of Technology Management and Department of Business Management, National Kaohsiung Normal University, Kaohsiung City, Taiwan, ROC

Publication date: April 1, 2011

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