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European Journal of Tourism, Hospitality and Recreation
Volume 7 (2016): Issue 2 (July 2016)
Open Access
A case study on service recovery: Frontline employees’ perspectives and the role of empowerment
Satu Schumacher
Satu Schumacher
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Schumacher, Satu
and
Raija Komppula
Raija Komppula
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Komppula, Raija
Dec 28, 2016
European Journal of Tourism, Hospitality and Recreation
Volume 7 (2016): Issue 2 (July 2016)
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Published Online:
Dec 28, 2016
Page range:
117 - 127
Received:
Jun 30, 2015
Accepted:
Jul 20, 2015
DOI:
https://doi.org/10.1515/ejthr-2016-0014
Keywords
Service failure
,
Service recovery
,
Employee recovery
,
Empowerment
,
Frontline employee
© 2016 Satu Schumacher et al., published by De Gruyter Open
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.
