Abstract—When enterprises encounter service failure, service recovery provides an opportunity for firms retaining unsatisfied customers and then turning the customers into satisfied and loyal ones. Recently, service failure and recovery has become a more important research topic for enterprises and researchers. Service recovery is provided by first-line employees; however, few research studies how to improve Customer Satisfaction by frontline employee efforts. This study aims to examine the effects of employee efforts, customer service training, empowerment, teamwork, rewards, and supportive management on service outcome and the effect of service outcome on Customer Satisfaction. A conceptual model was constructed and questionnaires were collected. Managerial implications are provided for service providers to provide service recovery from the investigation results.

Index Terms—Customer satisfaction, frontline employee, service recovery.

Fan-Yun Pai is with Department of Business Administration, National Changhua University of Education, No.2, Shi-Da Road, Changhua City, 500, Taiwan (email: fypai@cc.ncue.edu.tw).
Tsu-Ming Yeh is with Department of Leisure and Recreation Management, Da-Yeh University, No.168, University Road, Dacun, Changhua 51591, Taiwan.

Cite: Fan-Yun Pai, Tsu-Ming Yeh, "The Effect of Frontline Employee Efforts in Service Recovery Performance," International Journal of e-Education, e-Business, e-Management and e-Learning vol. 7, no. 4, pp. 264-271, 2017.