An Integrated Perspective of Service Recovery: A Sociotechnical Systems Approach
从内部运营视角出发，基于社会技术系统理论构建并检验了服务补救系统、补救氛围、员工能力与行为及补救绩效之间的关系，发现综合补救系统对建立补救氛围至关重要，进而提升员工效能并减少回避行为。
This study examines service recovery from an internal, operations-oriented perspective. Specifically, a model grounded in sociotechnical systems (STS) theory is developed and tested to investigate the relationships between service recovery systems, recovery climates, employee abilities and actions, and recovery performance. A sample of 221 general service employees is used to empirically test the proposed model. Results support the STS perspective and suggest that an integrated recovery system is essential in establishing a recovery climate, which in turn enables employee efficacy and reduces avoidance behaviors. Additionally, employee efficacy has a positive effect on performance, while avoidance leads to ineffective failure correction. The results presented herein highlight the need for service practitioners to consider designing and implementing integrated recovery systems in order to enhance the abilities of employees, while heightening the likelihood of failure correction. Furthermore, this study provides an initial step in moving the recovery literature into a more theory-driven direction.