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Abstract
Describes the outcomes of internal service recovery effort. The primary goal of this research is to uncover not only internal service recovery effort attributes, but also some potentially key outcomes of internal service recovery effort. In addition, this study reveals the mediating mechanism that links internal service recovery effort and employee outcomes as well as contingency factors that systematically strengthen or weaken the relationships under consideration.
| Original language | English |
|---|---|
| Pages | 87-87 |
| Number of pages | 1 |
| Publication status | Published - 7 Jun 2012 |
| Event | AMA SERVSIG International Research Conference 2012 - Helsinki, Finland Duration: 7 Jun 2012 → … |
Conference
| Conference | AMA SERVSIG International Research Conference 2012 |
|---|---|
| Country/Territory | Finland |
| City | Helsinki |
| Period | 7/06/12 → … |
Keywords
- internal service recovery
- marketing
- employees
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Dive into the research topics of 'The outcomes of internal service recovery effort'. Together they form a unique fingerprint.Research output
- 1 Article
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Helping employees deal with dysfunctional customers: the underlying employee perceived justice mechanism
Gong, T., Yi, Y. & Choi, J. N., 1 Feb 2014, In: Journal of Service Research. 17, 1, p. 102-116 15 p.Research output: Contribution to journal › Article › peer-review
70 Citations (Scopus)