What Factors Influence Employee Service Recovery Performance and What Are the Consequences in Health Care?

Area of Science:

• Healthcare Management
• Organizational Behavior
• Service Quality

Background:

• Frontline employees are crucial for service recovery in healthcare.
• Understanding factors influencing their performance is key to improving patient satisfaction.
• Managerial support and organizational commitment are potential drivers of service recovery.

Purpose of the Study:

• To analyze the influence of managerial attitudes, workplace support, and organizational commitment on frontline employee service recovery performance.
• To examine the relationship between service recovery performance and employee job satisfaction and turnover intentions.

Main Methods:

• Partial least square path modeling was used.
• Data were collected from 178 frontline employees in private health care institutions in North Cyprus.

Main Results:

• Empowerment and role clarity positively influenced service recovery performance.
• Organizational justice was linked to affective commitment, which in turn impacted service recovery.
• Service recovery performance was positively related to job satisfaction but not turnover intentions.

Conclusions:

• Managers should prioritize intrinsic rewards, empowerment, and autonomy for frontline staff.
• Cognitive evaluation theory provides a framework for understanding reward influences on service recovery.
• Focusing on empowering staff can enhance service quality and job satisfaction in healthcare.