TY - JOUR
T1 - The double-edged sword effect of service recovery awareness of frontline employees
T2 - From a job demands-resources perspective
AU - Zhang, Mo
AU - Geng, Ruoqi
AU - Hong, Zhisheng
AU - Song, Wenhao
AU - Wang, Wangshuai
N1 - Publisher Copyright:
© 2020 Elsevier Ltd
PY - 2020/7
Y1 - 2020/7
N2 - 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.
AB - 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.
KW - Emotional exhaustion
KW - Frontline employee
KW - Job demand-resource theory
KW - Service recovery awareness
KW - Work engagement
UR - http://www.scopus.com/inward/record.url?scp=85084374844&partnerID=8YFLogxK
U2 - 10.1016/j.ijhm.2020.102536
DO - 10.1016/j.ijhm.2020.102536
M3 - Article
AN - SCOPUS:85084374844
SN - 0278-4319
VL - 88
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 102536
ER -