The outcomes of internal service recovery effort

Taeshik Gong, Youjae Yi, Jin Nam Choi

Research output: Contribution to conferenceProceeding

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.
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 → …

Fingerprint

Service recovery
Contingency factors
Employees

Keywords

  • internal service recovery
  • marketing
  • employees

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.
Gong, Taeshik ; Yi, Youjae ; Choi, Jin Nam. / The outcomes of internal service recovery effort. AMA SERVSIG International Research Conference 2012, Helsinki, Finland.1 p.
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Gong, T, Yi, Y & Choi, JN 2012, 'The outcomes of internal service recovery effort' AMA SERVSIG International Research Conference 2012, Helsinki, Finland, 7/06/12, pp. 87-87.

The outcomes of internal service recovery effort. / Gong, Taeshik; Yi, Youjae; Choi, Jin Nam.

2012. 87-87 AMA SERVSIG International Research Conference 2012, Helsinki, Finland.

Research output: Contribution to conferenceProceeding

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AB - 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.

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Gong T, Yi Y, Choi JN. The outcomes of internal service recovery effort. 2012. AMA SERVSIG International Research Conference 2012, Helsinki, Finland.