Abstract
Abstract This manuscript investigated the relationships between providers' authority and their willingness to engage in both psychological and tangible service recovery. Therefore, respondents of a professional association were surveyed to gauge their work-related attitudes as well as their propensity to respond to service breakdowns. It was found that: (a) providers empowered but reluctant to engage in recovery reported the highest levels of career commitment and career satisfaction, (b) positive job attitudes were related primarily to providers' perceptions of empowerment, and (c) effective tangible recoverers reported significantly longer organizational tenure than did providers empowered but reluctant to engage in recovery. Regression analysis, conducted to isolate the relative influence of factors that “cause” recovery, found that psychological and tangible actions were predicted by different antecedents. Practical and research implications are offered.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
