The role of management commitment of service quality through job embeddedness on service recovery performance / Norhamizan Hamir

• Main Authors: Hamir, Norhamizan, Salleh, Rashid, Mohd Said, Noraslinda, Ariffin, Hashim Fadzil, Ahmad, Zamri
• Format: Article
• Language: English
• Published: Universiti Teknologi Mara Cawangan Pulau Pinang 2020
• Subjects: HD Industries. Land use. Labor; Management. Industrial Management; Knowledge management. Organizational learning
• Online Access: http://ir.uitm.edu.my/id/eprint/28797/1/AJ_NORHAMIZAN%20HAMIR%20EAJ%20P%2020.pdf; http://ir.uitm.edu.my/id/eprint/28797/; http://ejssh.uitm.edu.my

Service recovery is a corrective action that is carried out immediately by the service provider if the service offered went wrong. The employee is responsible to handle the situation in order to ensure that the customer who might not be satisfied with the situation that happens turns to be satisfied...