The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective

被引：21

作者：

Zhang, Mo ^{[1
]}

Geng, Ruoqi ^{[2
]}

Hong, Zhisheng ^{[3
]}

Song, Wenhao ^{[4
]}

Wang, Wangshuai ^{[5
]}

机构：

[1] Shanghai Maritime Univ, Econ & Management Sch, 1550 Haogang Ave, Shanghai 201902, Peoples R China

[2] Cardiff Univ, Cardiff Business Sch, Cardiff, Wales

[3] Chinese Acad Sci, Inst Sci & Dev, Beijing, Peoples R China

[4] Fudan Univ, Sch Management, 670 Guoshun Rd, Shanghai, Peoples R China

[5] Shanghai Univ Int Business & Econ, Sch Management, Shanghai, Peoples R China

来源：

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2020年 / 88卷

基金：

中国博士后科学基金; 中国国家自然科学基金;

关键词：

Service recovery awareness; Emotional exhaustion; Work engagement; Job demand-resource theory; Frontline employee; WORK ENGAGEMENT; CUSTOMER SERVICE; SELF-REGULATION; EMOTIONAL EXHAUSTION; MEDIATING ROLE; EMPOWERMENT; PERFORMANCE; OUTCOMES; MODEL; MANAGEMENT;

D O I：

10.1016/j.ijhm.2020.102536

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页数：9

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