title: What Factors Influence Employee Service Recovery Performance and What Are the Consequences in Health Care?
abstract: OBJECTIVE
  We analyzed the extent to which the service recovery performance of frontline employees in private health care institutions is influenced by employee perceptions of manager attitudes toward service quality, workplace support, and manager fairness and organizational commitment. We also examined the relationship of service recovery performance to employee job satisfaction and turnover intentions.
  
  
  METHODS
  Partial least square path modeling of data from 178 frontline employees in private health care institutions in North Cyprus was utilized.
  
  
  RESULTS
  Although empowerment and role clarity were positively related to service recovery performance, perceived managerial attitudes toward hospital customer service, teamwork, and customer service-oriented training as indicators of workplace support were not related to frontline employees' service recovery performance. Organizational justice was related to affective commitment, which in turn was related to service recovery performance. Although service recovery performance was not related to employee turnover intentions, it was related to job satisfaction.
  
  
  CONCLUSIONS
  Managerial implications of these study findings are presented in the light of the cognitive evaluation theory. Health services differ from other service organizations in the way that intrinsic and extrinsic rewards influence the service recovery efforts of frontline employees. To ensure high quality services, managers should focus on intrinsic rewards, empower and give more autonomy to staff.
authors.affiliation: Department of Business Administration, Cyprus International University, Nicosia, Turkey (Dr Nadiri); and Department of Business Administration, Eastern Mediterranean University, Famagusta, Turkey (Dr Tanova).
authors.forename: Halil
authors.initials: H
authors.lastname: Nadiri
authors.forename: Cem
authors.initials: C
authors.lastname: Tanova
mesh_terms: D000293:Adolescent; D000328:Adult; D001290:Attitude; D005260:Female; D006126:Group Processes; D006801:Humans; D007318:Inservice Training; D007588:Job Satisfaction; D007857:Leadership; D008297:Male; D008960:Models, Psychological; D009042:Motivation; D015279:Organizational Culture; D011209:Power, Psychological; D024382:Professional Role; D058996:Quality Improvement / Q000458:organization & administration; D011787:Quality of Health Care / Q000458:organization & administration*; D014421:Turkey; D017132:Workplace / Q000523:psychology; D055815:Young Adult