Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?

Daşkın, Mustafa; Kasım, Azılah

doi:10.1504/ijsom.2016.075246

Cited by 17 publications

(22 citation statements)

References 61 publications

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“…Three questions were designed to measure HCI based on Kuo and Tang (2013). Three questions based on Daskin and Kasim (2016) and La and Choi (2012) were used to measure SA. Based on Wu and Ai (2016a), three questions were used to measure EL.…”

Section: Methodsmentioning

confidence: 99%

What drives spectators’ experiential loyalty? A case study of the Olympic Football Tournament Rio 2016

Cheng²

2018

APJML

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Purpose The purpose of this paper is to examine the relationships among the experiential quality (EQ) dimensions, experiential satisfaction (ES), experiential involvement (EI), host city image (HCI), experiential equity (EE), spectator affection (SA) and experiential loyalty (EL) in the sport context. Design/methodology/approach The data used in this study were based on a sample of 674 spectators from the finals of the men’s and women’s football tournaments held at the Maracanã Stadium in Rio, indicating that the proposed model fitted the data. Findings Findings show that the six EQ dimensions physical environment quality, outcome quality, access quality (AQ), game quality, trip quality (TQ) and security quality (SQ), EI, EE, HCI and SA positively influence ES. Also, EI moderates the relationship between HCI and EL. Moreover, EL is influenced by EI, HCI, SA and ES. Practical implications Results will assist sport management in developing and implementing market-orientated service strategies to increase the EQ dimensions, ES, EI, EE, HCI and SA in order to increase EL. Originality/value This study provides data that result in a better understanding of the relationships among the EQ dimensions, ES, EI, HCI, EE, SA and EL in the sporting context.

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Section: Methodsmentioning

confidence: 99%

What drives spectators’ experiential loyalty? A case study of the Olympic Football Tournament Rio 2016

Cheng²

2018

APJML

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“…Malaysia has become an attractive tourism destination over the last two decades. However, studies on tourism and hospitality research in Malaysia have often highlighted high-staff turnover rate, lack of skilled employees that results in poor service quality, over workloads, role stressors, limited pay and promotions, and service failures as the industry's main problems (Daskin and Kasim, 2015;Lau et al, 2005;Malaysian Association of Hotels, 2005;O'Mahony et al, 2011;Salleh et al, 2010). These contextual problems in Malaysia made selection and employment of intrinsically motivated and polychronic FLEs become very important human resource strategy indeed.…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

The role of polychronicity and intrinsic motivation as personality traits on frontline employees’ job outcomes

Daşkın

Sürücü

2016

Asia-Pacific Journal of Business Administration

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Purpose – The purpose of this paper is to investigate the impact of polychronicity and intrinsic motivation on frontline employees (FLEs)’ work-family conflict, and service recovery performance (SRP) in a service setting. Design/methodology/approach – In this survey, a total number of 312 usable questionnaires were personally retrieved from FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis. This paper presented an integrative model to test the aforementioned effects and relationships. Findings – Polychronicity and intrinsic motivation had negative impact on work-family conflict and positive impact on SRP. Significantly, while gender was found to be positively related to work-family conflict, on the other hand, job tenure was found to be negatively related to work-family conflict. Practical implications – This paper provides implications for managers in terms of minimizing the negative effects of work-family conflict and maximizing the FLEs’ SRP. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within the service setting of Peninsular Malaysia. Originality/value – Theoretically, the current study by examining the untried effects and relationships such as the effect of intrinsic motivation on work-family conflict, the effect of polychronicity on FLEs’ work-family conflict and SRP lends further contribution to the related literature.

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“…Service failures are prevalent in service encounters (Daskin and Kasim, 2015;Maxham and Netemeyer, 2002). Service failure situations are especially inevitable in the hotel industry due to the 'people orientated' nature of services (Daskin and Yilmaz, 2015) and the increasingly high demands of today's hotel guests (Kim et al, 2009a) which requires a high level of contact between employees and customers (Lewis and McCann, 2004).…”

Section: Service Recovery Performancementioning

confidence: 99%

“…In the particular case of hotels, frontline employees (FLEs) are often faced with a variety of unpredictable events at any one time, including dissatisfied guests, special requests, and non-standard orders, and so forth (Bitner et al, 1990;Daskin and Kasim, 2016). FLEs not only expected to complete these tasks simultaneously, but also display excellent service performance and delivery at the same time (Daskin et al, 2013;Karatepe et al, 2008).…”

Section: Introductionmentioning

confidence: 99%

Linking polychronicity to hotel frontline employees’ job outcomes

Daşkın

2016

EuroMed Journal of Business

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Purpose – The purpose of this paper is to investigate the impact of polychronicity on frontline employees’ (FLEs) service recovery performance, perceived role overload, and work stress in a hotel work setting. Design/methodology/approach – In this survey, a total number of 267 usable questionnaires were personally retrieved from a sample of full-time FLEs in the research location. The hypothesized relationships were tested using hierarchical regression analysis. Findings – Results based on hierarchical regression analysis reveal that polychronicity had positive impact on service recovery performance and negative impact on role overload and work stress. Significantly, while education was found to be positively related to service recovery performance, on the other hand, age, education, and job tenure were found to be negatively related to role overload and work stress. Practical implications – This paper provides implications for managers in terms of minimizing FLEs role overload and work stress and maximizing their service recovery performance. Also, this study provides useful guidelines to implement effective management practices and improve organizational outcomes within a hotel work setting. Originality/value – Theoretically, the current study by examining the untried effects and relationships such as the effect of polychronicity on FLEs’ service recovery performance and work stress lends further contribution to the tourism and hospitality management literature.

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Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?

Cited by 17 publications

References 61 publications

What drives spectators’ experiential loyalty? A case study of the Olympic Football Tournament Rio 2016

What drives spectators’ experiential loyalty? A case study of the Olympic Football Tournament Rio 2016

The role of polychronicity and intrinsic motivation as personality traits on frontline employees’ job outcomes

Linking polychronicity to hotel frontline employees’ job outcomes

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