Spatially Dispersed Employee Recovery: An Airline Case Study

Kristian Anders Hvass, Embla Torfadóttir

    Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

    Abstrakt

    Employee recovery addresses either employee well-being or management's practices in aiding employees in recovering themselves following a service failure. This paper surveys the cabin crew at a small, European, low-cost carrier and investigates employees' perceptions of management practices to aid personnel achieve service recovery. Employee recovery within service research often focuses on front-line employees that work in a fixed location, however a contribution to the field is made by investigating the recovery of spatially dispersed personnel, such as operational personnel in the transport sector, who have a work place away from a fixed or central location and have minimal management contact. Results suggest that the support employees receive from management, such as recognition, information sharing, training, and strategic awareness are all important for spatially dispersed front-line employees' satisfaction with management's actions and overall employee recovery.
    OriginalsprogEngelsk
    TidsskriftJournal of Air Transport Management
    Vol/bind34
    Udgave nummer1
    Sider (fra-til)65-69
    ISSN0969-6997
    DOI
    StatusUdgivet - jan. 2014

    Emneord

    • Service Recovery
    • Service Failure
    • MCSQ
    • Employee Recovery
    • Low-Cost Carriers
    • Spatially Dispersed Employees

    Citationsformater