본문 바로가기
KERD
논문KCI 등재

Internal Service Recovery’s Influence on Frontline Service Employees’ Satisfaction and Loyalty

공태식
한국마케팅학회 (Korean Marketing Association)|2015.07|아시아마케팅저널 (Asia Marketing Journal)|제17권 제2호|pp. 39-62

0

조회

0

다운로드

1

인용

0

참고문헌

키워드

Employee SatisfactionDysfunctional Customer BehaviorEmployee LoyaltyInternal Service FailureInternal Service Recovery
주제분류경영학

초록

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees’ perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees —in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

Abstract

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees’ perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees —in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

참고문헌 (57)

  1. Bell, Chip R., "Service Breakdown the Road to Recovery", Management Review, 76(10), pp.32~35 (1987)
  2. Bell, Simon J., "Coping with Customer Complaints", Journal of Service Research, 8(3), pp.221~233 (2006)
  3. Ben-Zur, Hasida., "The Relationship between Empowerment, Aggressive Behaviours of Customers, Coping, and Burnout", European journal of work and organizational psychology, 14(1), pp.81~99 (2005)
  4. Berry, Leonard L., "Theory in Retailing: Traditional and Non-Traditional Source", pp.9~20 (1981), American Marketing Association
  5. Bitner, Mary Jo, "The Service Encounter : Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, 54, pp.71~84 (1990)
  6. Blodgett, Jeffrey G., "The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior", Journal of Retailing, 73(2), pp.185~210 (1997)
  7. Boshoff, Christo., "The Influence of Selected Antecedents on Frontline Staff's Perceptions of Service Recovery Performance", International Journal of Service Industry Management, 11(1), pp.63~90 (2000)
  8. Bowen, David E., "Internal Service Recovery : Developing a New Construct", International Journal of Service Industry Management, 10(2), pp.118~131 (1999)
  9. Chebat, Jean-Charles., "How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations : An Empirical Study", Journal of Business Research, 58(5), pp.664~673 (2005)
  10. Cohen, Sheldon., "Stress, Social Support, and the Buffering Hypothesis", Psychological Bulletin, 98(2), pp.310~357 (1985)
  11. Dallimore, Karen S., "The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States", Journal of Service Research, 10(1), pp.78~92 (2007)
  12. Daunt, Kate L., "Customers Acting Badly : Evidence from the Hospitality Industry", Journal of Business Research, 64(10), pp.1034~1042 (2011)
  13. de Ruyter, Ko, "Role Stress in Call Centers : Its Effects on Employee Performance and Satisfaction", Journal of Interactive Marketing, 15(2), pp.23~35 (2001)
  14. Dong, Beibei, "The Effects of Customer Participation in Co-Created Service Recovery", Journal of the Academy of Marketing Science, 36(1), pp.123~137 (2008)
  15. Dormann, Christian., "Customer-Related Social Stressors and Burnout", Journal of Occupational Health Psychology, 9(1), pp.61~82 (2004)
  16. Gao, Liping, "Leader Trust and Employee Voice : The Moderating Role of Empowering Leader Behaviors", Leadership Quarterly, 22(4), pp.787~798 (2011)
  17. Grégoire, Yany, "When Customer Love Turns into Lasting Hate : The Effects of Relationship Strength and Time on Customer Revenge and Avoidance", Journal of Marketing, 73, pp.18~32 (2009)
  18. Grandey, Alicia A., "The Customer Is Not Always Right : Customer Aggression and Emotion Regulation of Service Employees", Journal of Organizational Behavior, 25(3), pp.397~418 (2004)
  19. Grandey, Alicia A., "Verbal Abuse from Outsiders Versus Insiders : Comparing Frequency, Impact on Emotional Exhaustion, and the Role of Emotional Labor", Journal of Occupational Health Psychology, 12(1), pp.63~79 (2007)
  20. Greenberg, Jerald, "Losing Sleep over Organizational Injustice : Attenuating Insomniac Reactions to Underpayment Inequity with Supervisory Training in Interactional Justice", Journal of Applied Psychology, 91(1), pp.58~69 (2006)
  21. Gronroos, Christian, "Marketing of Services", pp.236~238 (1981), American Marketing Association
  22. Harris, Lloyd C., "The Consequences of Dysfunctional Customer Behavior", Journal of Service Research, 6(2), pp.144~161 (2003)
  23. Hoffman, K. Douglas, "Tracking Service Failures and Employee Recovery Efforts", Journal of Services Marketing, 9(2), pp.49~61 (1995)
  24. Homburg, Christian., "How Organizational Complaint Handling Drives Customer Loyalty : An Analysis of the Mechanistic and the Organic Approach", Journal of Marketing, 69, pp.95~114 (2005)
  25. Homburg, Christian., "The Link between Salesperson's Job Satisfaction and Customer Satisfaction in a Business-to-Business Context : A Dyadic Analysis", Journal of the Academy of Marketing Science, 32(2), pp.144~158 (2004)
  26. House, J. S., "Work Stress and Social Support" (1981), Addison Wesley
  27. Jackson, Susan E., "Participation in Decision Making as a Strategy for Reducing Job-Related Strain", Journal of Applied Psychology, 68(1), pp.3~19 (1983)
  28. Karasek, Robert A., "Job Demands, Job Decision Latitude, and Mental Strain : Implications for Job Redesign", Administrative Science Quarterly, 24(2), pp.285~308 (1979)
  29. Kong, Feng, "Emotional Intelligence and Life Satisfaction in Chinese University Students : The Mediating Role of Self-Esteem and Social Support", Personality and Individual Differences, 53(8), pp.1039~1043 (2012)
  30. Kelley, Scott W., "A Typology of Retail Failures and Recoveries", Journal of Retailing, 69(4), pp.429~452 (1993)
  31. Lewin, Jeffrey E., "Salesperson Burnout : A Test of the Coping-Mediational Model of Social Support", Journal of Personal Selling and Sales Management, 28(3), pp.233~246 (2008)
  32. Liao, Hui, "Do It Right This Time : The Role of Employee Service Recovery Performance in Customer-Perceived Justice and Customer Loyalty after Service Failures", Journal of Applied Psychology, 92(2), pp.475~489 (2007)
  33. Maxham III, James G., "Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth, and Purchase Intentions", Journal of Business Research, 54(1), pp.11~24 (2001)
  34. Maxham III, James G., "Firms Reap What They Sow : The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling", Journal of Marketing, 67, pp.46~62 (2003)
  35. Maxham III, James G., "Modeling Customer Perceptions of Complaint Handling over Time : The Effects of Perceived Justice on Satisfaction and Intent", Journal of Retailing, 78(4), pp.239~252 (2002)
  36. McColl-Kennedy, Janet R., "Customer Rage Episodes : Emotions, Expressions and Behaviors", Journal of Retailing, 85(2), pp.222~237 (2009)
  37. Michel, Stefan, "Why Service Recovery Fails : Tensions among Customer, Employee, and Process Perspectives", Journal of Service Management, 20(3), pp.253~273 (2009)
  38. Miller, Katherine I., "Participation, Satisfaction, and Productivity : A Meta-Analytic Review", Academy of Management Journal, 29(4), pp.727~753 (1986)
  39. Niehoff, Brian P., "The Influence of Empowerment and Job Enrichment on Employee Loyalty in a Downsizing Environment", Group & Organization Management, 26(1), pp.93~113 (2001)
  40. Pereira, Gloria M., "Effects of Participation in Decision Making on Performance and Employee Attitudes : A Quality Circles Meta-Analysis", Journal of Business and Psychology, 22(2), pp.145~153 (2007)
  41. Reynolds, Kate L., "Dysfunctional Customer Behavior Severity : An Empirical Examination", Journal of Retailing, 85(3), pp.321~335 (2009)
  42. Rich, Gregory A., "The Sales Manager as a Role Model : Effects on Trust, Job Satisfaction, and Performance of Salespeople", Journal of the Academy of Marketing Science, 25(4), pp.319~328 (1997)
  43. Roggeveen, Anne L., "Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?", Journal of the Academy of Marketing Science, 40(6), pp.771~790 (2011)
  44. Rupp, Ddborah E., "Customer (in) Justice and Emotional Labor:The Role of Perspective Taking, Anger, and Emotional Regulation", Journal of Management, 34(5), pp.903~924 (2008)
  45. Santos-Vijande, María Leticia, "An Integrated Service Recovery System(ISRS) : Influence on Knowledge-Intensive Business Services Performance", European Journal of Marketing, 47(5, pp.6) (2013), 934~963
  46. Siegrist, Johannes, "Adverse Health Effects of High-Effort", Low-Reward Conditions, 1996, pp.1(1), 27~41
  47. Siegrist, Johannes, "The Measurement of Effort-Reward Imbalance at Work : European Comparisons", Social Science & Medicine, 58(8), pp.1483~1499 (2004)
  48. Smith, Amy K., "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery", Journal of Marketing, 36, pp.356~372 (1999)
  49. Somech, Anit., "Organizational Citizenship Behaviour and Employee's Strain : Examining the Buffering Effects of Leader Support and Participation in Decision Making", European Journal of Work and Organizational Psychology, 22(2), pp.138~149 (2013)
  50. Tax, Stephen S., "Customer Evaluations of Service Complaint Experiences : Implications for Relationship Marketing", Journal of Marketing, 62, pp.60~76 (1998)
  51. van Jaarsveld, Danielle D., "The Role of Job Demands and Emotional Exhaustion in the Relationship between Customer and Employee Incivility", Journal of Management, 36(6), pp.1486~1504 (2010)
  52. Wagner, Tillmann, "Does Customer Demotion Jeopardize Loyalty?", Journal of Marketing, 73(3), pp.69~85 (2009)
  53. Yagil, Dana, "The Relationship of Service Provider Power Motivation, Empowerment and Burnout to Customer Satisfaction", International Journal of Service Industry Management, 17(3), pp.258~270 (2006)
  54. Yagil, Dana, "When the Customer Is Wrong : A Review of Research on Aggression and Sexual Harassment in Service Encounters", Aggression and Violent Behavior, 13(2), pp.141~152 (2008)
  55. Yi, Youjae., "The Effects of Customer Justice Perception and Affect on Customer Citizenship Behavior and Customer Dysfunctional Behavior", Industrial Marketing Management, 37(7), pp.767~783 (2008)
  56. Yi, Youjae., "If Employees 'Go the Extra Mile, ' Do Customers Reciprocate with Similar Behavior?", Psychology & Marketing, 25(10), pp.961~986 (2008)
  57. Zhu, Zhen, "Fix It or Leave It? Customer Recovery from Self-Service Technology Failures", Journal of Retailing, 90(1), pp.15~29 (2013)

관련 논문AI추천

Customer-Contact Employee Support and Service Recovery Efforts: The Mediating Role of Job Burnout and Customer Orientation문연희한국마케팅학회 · 아시아마케팅저널2018 · 제20권 제3호A Study of Customer Responses to Service Failure andRecovery: The Role of the Service Provider’s Recovery Effortand Customer-Employee RapportPark, Sojin한국마케팅학회 · 아시아마케팅저널2007 · 제2권 제1호The Service Recovery Paradox during Times of Uncertainty김고운서비스마케팅학회 · 서비스마케팅저널2023 · 제16권 제1호Individual Employees’ Service Failures and Customer Satisfaction with the FirmMyoung-Jin CHAE한국유통과학회 · 유통과학연구2020 · 제18권 제8호The Influence of Service Recovery Justice on Intention to Recommend for Retailer신용선, Moon-Seop Kim한국유통과학회 · 유통과학연구2020 · 제18권 제2호The Influence of Service Recovery on Customer Revisit and Loyalty Intentions: A Case Study of Hotel Services in Vientiane, Lao PDR노희경, 박창수, Souphinh Vongphachanh동남아연구소 · 동남아연구2017 · 제27권 제1호

이 간행물의 다른 논문 (5건)

Advertising Distinctiveness and Consumer Memory in Competitive Ad EnvironmentsRyosuke Takeuchipp. 1-13The Conceptualization and Development of Advertisement-Evoked Imagination ScaleSwee-Hoon Ang, Ike Janita Dewipp. 15-37Counting Up while Doing Tasks Makes You Feel More Difficult than Counting Down안희경pp. 63-71The Impact of Servicescape on Customer Experience Quality through Employee-to-customer Interaction Quality and Peer-to-peer Interaction Quality in Hedonic Service Settings Beomj최범준, 김현식pp. 73-96Priority Factors of Service Recovery Strategy in Distribution Channel한상린, 정경식, 이종원, 이명성pp. 97-125
원문 보기