Antecedents affecting employee service recovery performance in five star hotel

• Main Authors: Tan, Ai Ling *, Kashif Hussain,, Murali, Sambasivan
• 格式: Book Section
• 语言: English
• 出版: Australian Academy of Business and Social Sciences 2014
• 主题: HF Commerce
• 在线阅读: 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...