Potential antecedents and outcomes of frontline employees’ service recovery performance

• Main Authors: Nik Mohd Masdek, Nik Rozana, Abdul Aziz, Yuhanis, Awang, Khairil Wahidin
• Format: Article
• Language: English
• Published: Faculty of Economics and Management, Universiti Putra Malaysia 2011
• Online Access: http://psasir.upm.edu.my/id/eprint/39485/1/39485.pdf; http://psasir.upm.edu.my/id/eprint/39485/; http://econ.upm.edu.my/ijem/vol5_no1.htm

Frontline employees frequently act as a bridge between a firm and its customers. Therefore, customers often form their opinions on service quality of the firm based on how well the frontline employees perform. This conceptual paper intends to explore some potential antecedents that might have an imp...