Antecedents affecting employee service recovery performance in five star hotel

• المؤلفون الرئيسيون: Tan, Ai Ling *, Kashif Hussain,, Murali, Sambasivan
• التنسيق: Book Section
• اللغة: English
• منشور في: Australian Academy of Business and Social Sciences 2014
• الموضوعات: HF Commerce
• الوصول للمادة أونلاين: http://eprints.sunway.edu.my/277/1/ANTECEDENTS%20AFFECTING%20EMPLOYEE%20SERVICE%20RECOVERY%20PERFORMANCE%20IN%20FIVE%20STAR%20HOTEL.pdf; http://eprints.sunway.edu.my/277/; https://www.aabss.org.au/conference/aabss-conference-2014/proceedings

Studies on service recovery have been dominated by the investigation on customer’s perceived value after service recovery in the past. However, not many have taken concerted efforts in examining the possible factors that influencing employees’ service recovery performance (SRP). This study examines...