Linking Error Management Practices with Call Center Employees’ Helping Behaviors and Service Recovery Performance
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 r...
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| Format: | Article |
| Language: | English |
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Johar Education Society
2017-01-01
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| Series: | Pakistan Journal of Commerce and Social Sciences |
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| Online Access: | http://www.jespk.net/publications/365.pdf |
| Summary: | 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. |
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| ISSN: | 1997-8553 2309-8619 |