Antecedents and outcomes of service recovery performance in a public health‐care environment

Abstract

Purpose

This paper proposes investigating a model of service recovery performance in a public health‐care setting.

Design/methodology/approach

Frontline hospital staff (administrative and nursing staff) representing a range of out‐patient departments/clinics in a New Zealand inner‐city public hospital completed a self‐administered questionnaire on organizational variables affecting their service recovery efforts, job satisfaction and intention to resign. Data obtained from the hospital were analyzed using the SEM‐based partial least squares (PLS) methodology.

Findings

The results show significant relationships between perceived managerial attitudes, work environment perceptions, service recovery performance and outcomes variables.

Research limitations/implications

Limitations of the study are noted including the generalizability of the findings within a public health‐care environment. Suggestions for future research include an examination of other variables potentially important in service recovery efforts. A patient perspective would also be valuable.

Practical implications

The research advances understanding of frontline service recovery performance in a health‐care setting and the findings indicate that health‐care managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence.

Originality/value

Very little attention has been given to understanding the antecedents and outcomes of service recovery performance in the health‐care literature. By expanding earlier research in private sector industries, the study investigates a model of service recovery performance in a public health‐care setting.

Citation

Ashill, N.J., Carruthers, J. and Krisjanous, J. (2005), "Antecedents and outcomes of service recovery performance in a public health‐care environment", Journal of Services Marketing, Vol. 19 No. 5, pp. 293-308. https://doi.org/10.1108/08876040510609916