The outcomes of internal service recovery effort

Taeshik Gong, Youjae Yi, Jin Nam Choi

Research output: Contribution to conferenceProceeding

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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 languageEnglish
Pages87-87
Number of pages1
Publication statusPublished - 7 Jun 2012
EventAMA SERVSIG International Research Conference 2012 - Helsinki, Finland
Duration: 7 Jun 2012 → …

Conference

ConferenceAMA SERVSIG International Research Conference 2012
CountryFinland
CityHelsinki
Period7/06/12 → …

Keywords

  • internal service recovery
  • marketing
  • employees

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  • Research Output

    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 journalArticle

  • 27 Citations (Scopus)

    Cite this

    Gong, T., Yi, Y., & Choi, J. N. (2012). The outcomes of internal service recovery effort. 87-87. AMA SERVSIG International Research Conference 2012, Helsinki, Finland.