How to boost frontline employee service recovery performance: the role of cultural intelligence

被引：14

作者：

Costers, Annelies ^{[1
]}

Van Vaerenbergh, Yves ^{[1
]}

Van den Broeck, Anja ^{[1
]}

机构：

[1] Katholieke Univ Leuven, Leuven, Belgium

来源：

SERVICE BUSINESS | 2019年 / 13卷 / 03期

关键词：

Cultural intelligence; Work engagement; Service recovery performance; WORK ENGAGEMENT; CUSTOMER LOYALTY; JOB DEMANDS; RESOURCES; PERCEPTIONS; BURNOUT; MODEL; METAANALYSIS; ORIENTATION; PERSONALITY;

D O I：

10.1007/s11628-019-00396-3

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页码：581 / 602

页数：22

共 70 条

[61] An Empirical Examination of the Structural Dimensions of the Service Recovery System [J].