This study investigates the potential impact of organizational variables on the service recovery performance of frontline employees, and the impact of successful service recovery on frontline employees’ job satisfaction and intensions to resign. Data obtained from a survey of frontline...

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...