The influence of selected antecedents on frontline staff’s perceptions of service recovery performance

Volume: 11, Issue: 1, Pages: 63 - 90
Published: Mar 1, 2000
Abstract
This study considers the impact that some organisational factors can have on a service firm’s ability to return dissatisfied customers to a state of satisfaction through service recovery. In other words, it investigates the potential impact organisational variables (modelled as antecedents) can have on the service recovery performance of frontline staff. It also assesses the impact that successful service recovery has on two outcome variables,...
Paper Details
Title
The influence of selected antecedents on frontline staff’s perceptions of service recovery performance
Published Date
Mar 1, 2000
Volume
11
Issue
1
Pages
63 - 90
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