Linkages between service recovery system and customer justice perceptions: A multi-level model of employee service recovery performance

Abstract

Past research aimed at service recovery has focused on actions that are taken to retain customers, and the possibility of overcoming the mistakes of service delivery, though the multidimensional nature of the service recovery process has begun to move beyond the complaint handling process. In this paper, we identify the most important issues addressed in service recovery and present a framework for addressing them We used an extensive integrative review methodology. Between 1988 and 2017 the number of articles in these journals was kept between 26 and 30. The majority took a business perspective to study services recovery, while a minority took an inter-disciplinarity perspective. This research aims to investigate the relationship between the constructs in the JD-R Model and employee service recovery performance, and to adopt a multi-actor research design for more accurate measurement. The findings of this study are expected to provide valuable insights into the antecedents and consequences of service recovery performance in the context of the service recovery system This research contributes to the discourse on service recovery on several fronts. First, this research answers the call for building a multi-level model of relevant constructs to explain the service recovery performance of frontline employees in the hospitality sector. Thus, this research is expected to contribute to robust conclusions on the antecedents and consequences of employee service recovery performance nested within the unit-level construct, i.e., the service recovery system.