Psychological antecedents of service recovery performance: Case of hotel businesses

Service errors occuring in the service sector and their costs are increasing. Recovery of service errors are bound to the employees. Because of unpredictible nature of service errors, recovery actions are sometimes need to be taken out of the policies and rules that has been put by the company. Success of recovery solutions are bound to employees' willingness to take action, the meaningfulness of recovery, possible consequences of taking actions for the employees and effects of organizational role stressors. Service recovery performance of the employees are related the physical, emotional and cognitive state of the employees and readiness to show efforts to solve the problems. Psychological antecedents are the psychological conditions and states of mind effecting the service recovery performance of employees. An employees willingness, readiness and performance level are closely related to those pscyhological antecedents. In this research, selected psychological antecedents of service recovery performance are psychological conditions, organizational role stressors and work engagement. With the participation of 392 hotel employees in Kuşadası, the findings show that psychological conditions and organizational role stressors are effecting the service recovery performance, and work engagement has mediating effect between the relationship of service recovery performance with the psychological conditions and organizational role stressors. KEYWORDS: Service Recovery Performance, Psychological Conditions,Organizational Role Stressors, Work Engagement.