Login
Register
Reset Password
Publish & Distribute
Publishing Solutions
Distribution Solutions
Subjects
Architecture and Design
Arts
Business and Economics
Chemistry
Classical and Ancient Near Eastern Studies
Computer Sciences
Cultural Studies
Engineering
General Interest
Geosciences
History
Industrial Chemistry
Jewish Studies
Law
Library and Information Science, Book Studies
Life Sciences
Linguistics and Semiotics
Literary Studies
Materials Sciences
Mathematics
Medicine
Music
Pharmacy
Philosophy
Physics
Social Sciences
Sports and Recreation
Theology and Religion
Publications
Journals
Books
Proceedings
Publishers
Blog
Contact
Search
EUR
USD
GBP
English
English
Deutsch
Polski
Español
Français
Italiano
Cart
Home
Journals
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
and
Raija Komppula
Raija Komppula
| Dec 28, 2016
European Journal of Tourism, Hospitality and Recreation
Volume 7 (2016): Issue 2 (July 2016)
About this article
Previous Article
Next Article
Abstract
References
Authors
Articles in this Issue
Preview
PDF
Cite
Share
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.
Satu Schumacher
University of Eastern Finland, Business School, P.O.Box 111, FI-80101 Joensuu
Raija Komppula
University of Eastern Finland, Business School, P.O.Box 111, FI-80101 Joensuu, Tel. +358 50 4387 475