Service Recovery Performance of Frontline Officer in the Public Sector Organization in Jordan

Abstract

This study considers that management practices have the ability to turn dissatisfied customers to loyal customers through
effective service recovery encounter. This study investigates the potential impact of selected management practices on service
recovery performance and its outcomes of front-line officers by adapting Boshoff and Allen, (2000) research model. There
were front line officers who involve with electronic government were analyzed about their perceptions about public sector
organisation management practices. Quantitative approach using multivariate data analysis such as descriptive analysis,
reliability analysis and multiple regressions were used to estimate the predictors and its consequences of service recovery
performance in the public sector organization (PSO) in Jordan. Results shows that ‘affective organizational commitment’ exert
a strong positive relationship compared with customer service training, empowerment and supervisor support. The variable role
ambiguity shows a weak non-significant relationship as opposed to the proposed effect. Results also suggest that successful
service recovery performance leads to increased job satisfaction and decreased turnover intentions. This study could be
generalized as a main guideline for public sector organization in Jordan. Practically, the findings indicate the organizational
behavior variables that the manager has to take care to achieve front line service recovery excellence.