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

doi:10.1016/j.ijhm.2020.102536

CASISD OpenIR

	The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective
	Zhang, Mo; Geng, Ruoqi; Hong, Zhisheng; Song, Wenhao; Wang, Wangshuai
发表期刊	INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
摘要	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.
	2020
卷号	88
DOI	10.1016/j.ijhm.2020.102536
语种	英语
引用统计
文献类型	期刊论文
条目标识符	http://ir.casisd.cn/handle/190111/9783
专题	中国科学院科技战略咨询研究院
推荐引用方式 GB/T 7714	Zhang, Mo,Geng, Ruoqi,Hong, Zhisheng,et al. The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective[J]. INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT,2020,88.
APA	Zhang, Mo,Geng, Ruoqi,Hong, Zhisheng,Song, Wenhao,&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.
MLA	Zhang, Mo,et al."The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective".INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 88(2020).