| Summary: | 碩士 === 東海大學 === 國際貿易學系 === 96 === Service recovery has been regularly viewed as an important issue for customer and organization. However, in the service recovery literature, the main perspective focuses on the customer side. This is lack of the organization perspective, that is, lack of the viewpoint of the internal service recovery.
In this study, we consider how the effect of internal service recovery on organizational citizenship behaviors and service recovery performance. In delineating an organization’s internal service recovery mechanism, we draw a distinction between two fundamental approaches, the mechanistic recovery approach (customer service training) and the organic recovery approach (empowerment). Drawing on Bagozzi’s (1992) attitude theories, this study proposes that internal service recovery mechanism (appraisal), can enhance affective commitment (emotional response), which in turn, facilitates the enhancing of organizational citizenship behaviors and service recovery performance (behaviors).
The hypotheses are tested using data from a sample of 527 frontline employees. The results reveal that (1) though both the mechanistic and organic recovery approach significantly influence affective commitment, the mechanistic recovery approach has a stronger impact; (2) affective commitment is a key factor that (a) completely mediates the relationship between the internal service recovery mechanism and organizational citizenship behaviors, (b) partially mediates the relationship between the internal service recovery mechanism and service recovery performance; (3) organizational citizenship behaviors partially mediates the relationship between the affective commitment and service recovery performance.
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