... a significant impact on employee–organization relationship, satisfaction with work–life balance and service recovery performance. The findings further reveal that employee–organization relationship and satisfaction with work–life balance significantly influence service recovery performance and fully mediate...

...). In particular, the service recovery literature has yet considered personality traits as an influencer that moderates the relationship between management support and employees’ service recovery performance (SRP). Taken together, applied the SPC framework, this study explores the role of personality traits...

...Mustafa Daskin; Ozlem Altunoz Surucu Purpose – The purpose of this paper is to investigate the impact of polychronicity and intrinsic motivation on frontline employees (FLEs)’ work-family conflict, and service recovery performance (SRP) in a service setting. Design/methodology/approach...