Critical antecedents to service recovery performance: some evidences and implications for service industry
This empirical study aims to investigate the impact of management commitment to service quality (MCSQ), work self–efficacy (SEFF), organisational politics (POP), work–family conflict (W–CON) and job satisfaction (JSAT) on frontline employees' (FLEs) service recovery performance (SRP) in İzmir/T...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
Inderscience Enterprises Ltd.
2015
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/22112/ http://doi.org/10.1504/IJMP.2015.068317 |
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