Adaptive Versus Proactive Behavior in Service Recovery: The Role of Self-managing Teams

Ad de Jong*, Ko de Ruyter

*Corresponding author for this work

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

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.

Original languageEnglish
JournalDecision Sciences
Volume35
Issue number3
Pages (from-to)457-491
ISSN0011-7315
DOIs
Publication statusPublished - 2004
Externally publishedYes

Keywords

  • Hierarchical Linear Modeling
  • Organizational Behavior
  • Self-Managing Teams
  • Service Management
  • Service Recovery Performance

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