Journal Title
Title of Journal: Serv Bus
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Abbravation: Service Business
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Publisher
Springer Berlin Heidelberg
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Authors: ChiaYing Li YuHui Fang
Publish Date: 2015/01/10
Volume: 10, Issue: 1, Pages: 179-200
Abstract
Employees are often sandwiched between understandable customer grievances and unchangeable organizational policies only when employees feel fairly treated will they treat customers fairly Most previous studies focused on external service recovery systems for customers but neglected internal service recovery systems for frontline employees By extending Homburg and Fürst’s research this study adopts a multilevel perspective to explore the influences of the mechanistic approach process guidelines behaviour guidelines and compensation guidelines and the organic approach of service recovery empowerment and recovery culture on frontline employees’ responses recovery efficacy accountability and performance towards implementing a service recovery within an online auction context
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