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

Zhang, Mo, Geng, Ruoqi ORCID: https://orcid.org/0000-0001-8183-7379, Hong, Zhisheng, Song, Wenhao and Wang, Wangshuai 2020. The double-edged sword effect of service recovery awareness of frontline employees: from a job demands-resources perspective. International Journal of Hospitality Management 88 , 102536. 10.1016/j.ijhm.2020.102536

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Abstract

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.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Publisher:	Elsevier
ISSN:	0278-4319
Date of First Compliant Deposit:	28 May 2020
Date of Acceptance:	23 April 2020
Last Modified:	14 Nov 2024 04:15
URI:	https://orca.cardiff.ac.uk/id/eprint/131802

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