Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yefei Yang; Peter K. C. Lee; T. C. E. Cheng
| Year of publication: |
2015
|
|---|---|
| Authors: | Yang, Yefei ; Lee, Peter K. C. ; Cheng, T. C. E. |
| Published in: |
International journal of production economics. - Amsterdam [u.a.] : Elsevier, ISSN 0925-5273, ZDB-ID 1092526-0. - Vol. 164.2015, p. 134-145
|
| Subject: | Service recovery | Continuous improvement | Service operations | Role stress | Survey | Dienstleistungsqualität | Service quality | Stress | Work stress | Beschwerdemanagement | Complaint management | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Vorschlagswesen | Employee suggestion system | Dienstleistungsmanagement | Service management |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011289813