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The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise

Rod, Michel; Ashill, Nicholas J.; Carruthers, Janet

Authors

Michel Rod

Nicholas J. Ashill



Abstract

Frontline employees (FLEs) in a large state-owned enterprise (SOE) completed a self-administered questionnaire on job demand stressors affecting their service recovery efforts, their organisational commitment, and job satisfaction. Analysis of the data identified a number of significant relationships between these stressors, service recovery performance and job outcome variables. The study makes an important contribution by advancing understanding of those job stressors that influence frontline service recovery performance and job outcomes in an SOE in the globally relevant context of former public sector government departments embracing 'New Public Management' through corporatisation. The findings indicate that managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence, organisational commitment, and job satisfaction. © 2007 Elsevier Ltd. All rights reserved.

Citation

Rod, M., Ashill, N. J., & Carruthers, J. (2008). The relationship between job demand stressors, service recovery performance and job outcomes in a state-owned enterprise. Journal of Retailing and Consumer Services, 15(1), 22-31. https://doi.org/10.1016/j.jretconser.2007.02.002

Journal Article Type Article
Publication Date Jan 1, 2008
Journal Journal of Retailing and Consumer Services
Print ISSN 0969-6989
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 15
Issue 1
Pages 22-31
DOI https://doi.org/10.1016/j.jretconser.2007.02.002
Keywords job demand stressors, service recovery performance, job outcomes, state-owned enterprise
Public URL https://uwe-repository.worktribe.com/output/1021505
Publisher URL http://dx.doi.org/10.1016/j.jretconser.2007.02.002