How to boost frontline employee service recovery performance: the role of cultural intelligence
| Autor: | Annelies Costers, Anja Van den Broeck, Yves Van Vaerenbergh |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2019 |
| Předmět: |
Strategy and Management
Work engagement 05 social sciences Service recovery performance Cultural intelligence Burnout Southeast asian Service recovery Loyalty business model Cultural diversity Human resource management 0502 economics and business 050211 marketing Business Business and International Management Marketing 050203 business & management |
| Popis: | Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is to show whether and how frontline employee cultural intelligence (CQ) is related to their service recovery performance. The results of among 155 flight attendants of a Southeast Asian airline indicate that frontline employee CQ is positively associated with their service recovery performance. Work engagement mediates this relationship. This study reveals that organizations likely benefit from investing in frontline employees’ CQ to optimize their work engagement and service recovery performance. ispartof: Service Business vol:13 issue:3 pages:581-602 status: published |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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