A case study on service recovery: Frontline employees’ perspectives and the role of empowerment

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.