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

Pubblicato online: 28 dic 2016

Pagine: 117 - 127

Ricevuto: 30 giu 2015

Accettato: 20 lug 2015

DOI: https://doi.org/10.1515/ejthr-2016-0014

Parole chiave

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.