Critical antecedents to service recovery performance: some evidences and implications for service industry

• المؤلفون الرئيسيون: Daskin, Mustafa, Yilmaz, Ozgur Devrim
• التنسيق: مقال
• منشور في: Inderscience Enterprises Ltd. 2015
• الموضوعات: HD28 Management. Industrial Management
• الوصول للمادة أونلاين: http://repo.uum.edu.my/22112/; http://doi.org/10.1504/IJMP.2015.068317

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...