Purpose – The purpose of this paper is to examine the relative efficacies of a set of organizational support mechanisms and personality traits in predicting frontline employees' service recovery and job performances. Design/methodology/approach – Data were gathered through...

Purpose – The purpose of this paper is to propose and test a conceptual model that examines career satisfaction (CSAT) as a mediator of the effects of high-performance work practices (HPWPs) on service recovery performance, drawing from social information processing and Bagozzi’s (1992)...