Azab, Carol; Clark, Terry; Jarvis, Cheryl Burke - In: Journal of Services Marketing 32 (2018) 7, pp. 897-912
Purpose: This paper aims to explore the influence of frontline employees’ (FLEs’) positive psychological capacities (PPCs) (optimism, hope, resilience and self-efficacy) on service recovery. Design/methodology/approach: A model of FLE PPCs is tested using two studies: a field study (Nretail...