Purpose: The purpose of this paper is to examine whether hope as a personal resource moderates the relationships between job burnout and frontline bank employees' in-role and extra-role performances. Design/methodology/approach: Frontline employees of several banks throughout the Turkish Republic of Northern Cyprus serve as the study setting. Findings: Results of the study reveal that burnout is significantly related to frontline employees' in-role and extra-role performances and that hope moderates these relationships. Research limitations/implications: Though common method bias does not appear to be a potential threat to the magnitude of relationships, in future studies using multiple-informants (e.g. performance data from supervisors or customers) would be useful. In addition, replication studies among front employees in other countries would be beneficial for further generalizations. Practical implications: Management of the banks should consider the personality traits of the individuals during the selection process. This is important, since hope reduces the detrimental impact of burnout on performance outcomes. Management should also retain employees high in hope, because such employees can create a positive work environment and serve as role models to their colleagues with low hope. Originality/value: Empirical research in the banks services literature pertaining to the effect of hope on extra-role performance and hope as a moderator of the impact of burnout on in-role and extra-role performances is scarce. Therefore, this study adds to the literature in this research stream by investigating the aforementioned relationships.

Purpose: The purpose of this paper is to examine whether hope as a personal resource moderates the relationships between job burnout and frontline bank employees' in-role and extra-role performances. Design/methodology/approach: Frontline employees of several banks throughout the Turkish Republic of Northern Cyprus serve as the study setting. Findings: Results of the study reveal that burnout is significantly related to frontline employees' in-role and extra-role performances and that hope moderates these relationships. Research limitations/implications: Though common method bias does not appear to be a potential threat to the magnitude of relationships, in future studies using multiple-informants (e.g. performance data from supervisors or customers) would be useful. In addition, replication studies among front employees in other countries would be beneficial for further generalizations. Practical implications: Management of the banks should consider the personality traits of the individuals during the selection process. This is important, since hope reduces the detrimental impact of burnout on performance outcomes. Management should also retain employees high in hope, because such employees can create a positive work environment and serve as role models to their colleagues with low hope. Originality/value: Empirical research in the banks services literature pertaining to the effect of hope on extra-role performance and hope as a moderator of the impact of burnout on in-role and extra-role performances is scarce. Therefore, this study adds to the literature in this research stream by investigating the aforementioned relationships.

There has been considerable research interest in the nature of service failure and recovery over the past few decades. In this context, the role of frontline service employees has emerged as a crucial factor in successful service recovery. Interestingly, while management and organizational behaviour literatures have looked at the favorable influence positive psychological capacities (optimism, hope, self-efficacy, and resilience) have on employee performance, this literature has not yet been used to shed light on how such capacities in frontline service employees might impact service recovery. By bringing this literature into the service recovery context, this research aims to examine how, and to what extent, these internal positive psychological capacities in frontline employees affect service recovery and complaint handling. Using emotion contagion theory, the broaden-and-build theory of positive emotions, the theory of cognitive appraisal, and justice theory, the study develops a number of hypothesized relationships, centered on the proposition that employee positive psychological capacities influence service recovery and complaint handling through both an emotional and a behavioral path. Specifically, it is posited that frontline employee positive emotions influence customer perceived interactional justice through the emotional path, while the behavioral path influences frontline employee problem solving, thus influencing customer perceived distributive and procedural justice. Data to examine these questions was collected using two studies. The first, based on a survey of service providers, investigates the influence of positive psychological capacities on positive emotions and problem solving competencies of frontline employees. The second uses an experimental design with service customers as subjects, investigating the influence of employee problem solving levels and positive emotions on customer perceptions of justice. Data analysis supports both paths with a stronger influence for the behavioural paths. The study brings new insight to service managers and service recovery.

Syfte - Syftet med studien är att i restaurangbranschen undersöka om service med integrerad självserviceteknologi medför en högre eller lägre kundnöjdhet jämfört med service utan integrerad självserviceteknologi. Hypotes - I restaurangbranschen medför service med integrerad själv-serviceteknologi en högre kundnöjdhet än service utan självserviceteknologi. Metod - Studien utgår från en tvärsnittsdesign med deduktiv ansats där sekundär- och primärdata består av tidigare forskning, teorier och enkäter. Analysen av den kvantitativa enkätdatan genomfördes med hjälp av Mann Whitney U-test och Spearmans rang-korrelation. Resultat - Studiens resultat visade att i restaurangbranschen medför service med integrerad självserviceteknologi en högre kundnöjdhet än service utan integrerad självserviceteknologi. Avgränsningar - Studien avgränsar sig till att granska kundnöjdheten i service-processer med mobilapplikationsbaserad självserviceteknologi och inte någon annan teknologi. Kunskapsbidrag - Skapa underlag för ledningar i restaurangbranschen om huruvida de borde ta hänsyn till digitaliseringen eller inte samt om de borde förändra sin strategi gällande serviceprocessen / Purpose - The purpose of this study is to examine whether the service process with integrated self-service technology in the restaurant industry entails a higher or lower customer satisfaction than service without integrated self-service technology. Hypothesis - Service with integrated self-service technology in the restaurant industry entails a higher customer satisfaction than service without integrated self-service technology. Methodology - Secondary research and quantitative surveys were used to answer the research question. The study has a cross-sectional design and a deductive approach, where the analysis was conducted through a Mann Whitney U-test and Spearman’s rank correlation. Findings - The results of the study found that, in the restaurant industry, service with integrated self-service technology entails a higher level of customer satisfaction than service without integrated self-service technology. Limitations - The study examines the level of customer satisfaction in services with integrated mobile applications and no other self-service technology. Originality/Value - The study creates a basis for the leading positions in the restaurant industry about whether they should take into account the digitalization or not and if they should change their strategy regarding the service process.