Adaptive versus Proactive Behavior in Service Recovery: The Role of Self‐Managing Teams
构建了自我管理团队在服务补救中适应性与主动性行为的概念模型，利用银行员工、客户和档案数据验证了团队内支持对两种行为的独立影响，并发现适应性行为提升客户满意度和忠诚度，而主动性行为提高客户份额。
ABSTRACT In this article, we develop a conceptual model of adaptive versus proactive recovery behavior by self‐managing teams (SMTs) in service recovery operations. To empirically test the conceptual model a combination of bank employee, customer, and archival data is collected. The results demonstrate support for independent group‐level effects of intrateam support on adaptive and proactive recovery behavior, indicating that perceptual consensus within service teams has incremental value in explaining service recovery performance. In addition, we provide evidence that adaptive and proactive recovery behavior have differential effects on external performance measures. More specifically, higher levels of adaptive performance positively influence customer‐based parameters (i.e., service recovery satisfaction and loyalty intentions), while employee proactive recovery behavior contributes to higher share of customer rates.