北京工商大学学报
(
社会科学版
)摇 摇 摇 摇 2015
年
摇
第
1
期
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Influence of Perceived Supervisor Support and Organizational
Climate on Service Recovery Performance
CHEN Yanyan
1,2
& WANG Shan
2
(
1. College of Management
,
Shenzhen University
,
Shenzhen
,
Guangdong 518060
,
China
;
2. Business School
,
Central South University
,
Changsha
,
Hunan 410083
,
China
)
Abstract
: Researchers believe that service recovery is an important method for service enterprises to improve customers蒺 sat鄄
isfaction and loyalty, but few researches focus on how to improve service recovery performance. Based on the internal organiza鄄
tional factors of service recovery performance, this study examines the influence of perceived supervisor support and organizational
climate on service recovery performance, using questionnaires and structural equation model. The results indicate that perceived
supervisor support cannot directly improve service recovery performance when employees need to relieve their service failure, and
that organizational climate has a mediating effect on the relationship between perceived supervisor support and service recovery
performance, in which active communication and lenience, and mutual encouragement are two important aspects of organizational
climate to play its role. Head of service enterprises should support staff in active communication, create an atmosphere of toler鄄
ance and mutual encouragement to improve the service recovery performance.
Key Words
: perceived supervisor support; organizational climate; service recovery performance
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