Adaptive versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams
| Autor: | JC Ko de Ruyter, Ad de Jong |
|---|---|
| Přispěvatelé: | Innovation Technology Entrepr. & Marketing, Externe publicaties SBE, Marketing & Supply Chain Management, RS: GSBE, RS: GSBE METEOR T3 |
| Rok vydání: | 2004 |
| Předmět: |
Service (business)
Information Systems and Management Knowledge management business.industry Strategy and Management media_common.quotation_subject Service management Proactivity General Business Management and Accounting Service recovery Organizational behavior Management of Technology and Innovation Loyalty Conceptual model business Psychology Adaptive performance media_common |
| Zdroj: | Decision Sciences, 35(3), 457-491. Wiley-Blackwell |
| ISSN: | 1540-5915 0011-7315 |
| DOI: | 10.1111/j.0011-7315.2004.02513.x |
| Popis: | 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. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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