권한위양, 서비스회복성과 및 이직의도에 대한 연구

The purpose of this paper is to examine the conditions which increase the service recovery performance and decrease the intention to turnover of frontline staff in the service industries. Our study considers the empowerment and the supervisor support as such conditions. We argue that the empowerment has a positive relationship with the service recovery performance. We also propose the supervisor support strengthens such a relationship. We further argue that service recovery performance mediates between the empowerment and the intention to turnover of frontline staff. The results from our sample of 261 frontline staff in various service industries generally confirm our arguments. We discuss the implications of our findings and the direction for further studies.