The Role of Organizational Agility and Transformational Leadership in Service Recovery Prediction

The main goal of this research was to develop a conceptual model for defining the relationship between organizational agility and transformational leadership in personnel service recovery among governmental organizations. Due to the role of service recovery in customer satisfaction, previous researches have been focused on different factors leading to better service recovery. Due to its interwoven relationship with organizational flexibility and transformational leadership (with its supportive role) as well as with service recovery, organizational agility can play an eminent role in this process. Present research was on the basis 149 randomly-selected personnel; the findings indicated that (1) transformational leadership and (2) organizational agility have positive impact on service recovery. Moreover the findings indicated that suitable application of organizational agility and transformational leadership may lead the organization to better and suitable service recovery. The mutual role of these two factors can help managers in governmental organizations to pay more attention to the leadership styles applied in these organizations. (C) 2016 The Authors. Published by Elsevier Ltd.