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Adaptive versus Proactive Behavior in Service Recovery: The Role of Self‐Managing Teams
Open accessAbstract
In this article, we develop a conceptual model of adaptive versus proactive recovery behavior by self‐managing teams (SMTs) in service recovery operations. To empirically test the conceptual model a combination of bank employee, customer, and archival data is collected. The results demonstrate support for independent group‐level effects of intrateam support on adaptive and proactive recovery behavior, indicating that perceptual consensus within service teams has incremental value in explaining service recovery performance. In addition, we provide evidence that adaptive and proactive recovery behavior have differential effects on external performance measures. More specifically, higher levels of adaptive performance positively influence customer‐based parameters (i.e., service recovery satisfaction and loyalty intentions), while employee proactive recovery behavior contributes to higher share of customer rates.
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Cites
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Proactive Behavior in Organizations
Crant, J. M. (2000) · Journal of Management · doi:10.1177/014920630002600304 · Cited by 2,701
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Pulakos, E. D., Arad, S., Donovan, M. A., & Plamondon, K. E. (2000) · Journal of Applied Psychology · doi:10.1037//0021-9010.85.4.612 · Cited by 1,891
The Collective Construction of Work Group Moods
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Cited by
The relationship of age to ten dimensions of job performance.
Ng, T. W. H., & Feldman, D. C. (2008) · Journal of Applied Psychology · doi:10.1037/0021-9010.93.2.392 · Cited by 1,224
Adaptive Performance: A New Scale to Measure Individual Performance in Organizations
Charbonnier‐Voirin, A., & Roussel, P. (2012) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration · doi:10.1002/cjas.232 · Cited by 304
Leo, X., & Huh, Y. E. (2020) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106520 · Cited by 261
Determinants of service quality and continuance intention of online services: The case of eTax
Hu, P. J., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.20956 · Cited by 139
The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty
Chang, C.-C., & Hung, J.-S. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-07-2017-0160 · Cited by 56
Metadata
- Authors
- Jong, A. D., & De Ruyter, K.
- Venue
- Decision Sciences
- Publisher
- Wiley
- Published
- 2004-07-09
- Volume
- 35
- Issue
- 3
- Pages
- 457-491
- ISSN
- 0011-7315 (ISSN-L)
- 1540-5915
- OpenAlex
- W2053382566
- Cited by
- 201
- References
- 8
- FWCI
- 7.17
- Type
- journal article
- Language
- en
- Open access
- green
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
