Internal Service Recovery’s Influence on Frontline Service Employees’ Satisfaction and Loyalty
Relatively little studies have investigated employee recovery from internal service failure, especially from the employees’ perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying...
Збережено в:
| Автор: | |
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| Формат: | Artigo |
| Мова: | Inglês |
| Опубліковано: |
Korean Marketing Association
2015-07-01
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| Серія: | Asia Marketing Journal |
| Предмети: | |
| Онлайн доступ: | https://amj.kma.re.kr/journal/vol17/iss2/3/ |
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