文章基本信息

标题：Linking Error Management Practices with Call Center Employees’ Helping Behaviors and Service Recovery Performance
本地全文：下载
作者：Bilal Afsar (Corresponding author)
期刊名称：Pakistan Journal of Commerce and Social Sciences
印刷版ISSN：1997-8553
出版年度：2017
卷号：11
期号：1
页码：185-205
语种：English
出版社：Johar Educational Society
摘要：Organizations wish to minimize the probability of service errors; however, complete elimination of service errors is not possible, especially in industries where human interactions are frequent. Particularly, the ways in which various sources of support may affect service recovery behaviors and related outcomes have yet to be fully articulated. Therefore, this study examined the direct and moderating effects of supervisor and coworker support for error management on the helping behavior and service recovery performance. Data were collected from 287 call center frontline employees in a large mobile network operator in Thailand. Results showed that both supervisor support and coworker support were significantly related to helping behaviors and service recovery performance. Similarly, the interaction between supervisor and coworker support for error management accounted for unique variance in each of the performance indices. The findings advance our understanding about the role of support in the service delivery and error management process, and provide prescriptive insights about means for driving continuous improvements to the service process. The implications for researchers and practitioners are discussed at the end.