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Linking error management practices with call center employees' helping behaviors and service recovery performance

Afsar, Bilal; Ali, Zeeshan; Mir, Dost; Safdar, Umar - In: Pakistan journal of commerce and social sciences 11 (2017) 1, pp. 185-205

Organizations wish to minimize the probability of service errors; however, complete elimination of service errors is not possible, especially in industries where human interactions are frequent. Particularly, the ways in which various sources of support may affect service recovery behaviors and...

Persistent link: https://www.econbiz.de/10011930260

The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors

Pasamehmetoglu, Aysin; Guchait, Priyanko; Tracey, J. B.; … - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 2-22

Persistent link: https://www.econbiz.de/10011601103

Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance

Wang, Xingyu; Guchait, Priyanko; Pasamehmetoglu, Aysin - In: International journal of hospitality management 89 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012293788

Does polychronicity among sales employees develop B2B service recovery? : a dual assessment through ambidextrous leadership

Ahmad, Bilal; Yuan, Jingbo; Akhtar, Nadeem; Waheed, Abdul - In: Asia Pacific journal of marketing and logistics 35 (2023) 11, pp. 2785-2807

Persistent link: https://www.econbiz.de/10014430285

Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance

Choi, Chang Hwan; Kim, Taegoo; Lee, Gyehee; Lee, Seung-kon - In: International journal of hospitality management 36 (2014), pp. 272-285

Persistent link: https://www.econbiz.de/10010239278

Critical antecedents to service recovery performance : some evidence and implications for service industry

Daskin, Mustafa; Yilmaz, Ozgur Devrim - In: International journal of management practice : IJMP 8 (2015) 1, pp. 70-97

Persistent link: https://www.econbiz.de/10011377136

Management commitment and customer service recovery performance : a study of customer service in a broadband operation and maintenance service company in Indonesia

Iriadi, Dadang Rusmana; Susanty, Ade Irma - In: International journal of business 23 (2018) 3, pp. 293-300

Persistent link: https://www.econbiz.de/10011913667

Linking polychronicity to hotel frontline employees' job outcomes : do control variables make a difference

Daskin, Mustafa - In: EuroMed journal of business 11 (2016) 2, pp. 162-180

Persistent link: https://www.econbiz.de/10011591647

Perceived supervisory support and service recovery performance : the moderating role of personaltiy traits

Oentoro, Wanny; Popaitoon, Patchara; Kongchan, Ananchai - In: Asia-Pacific journal of business administration 8 (2016) 3, pp. 298-316

Persistent link: https://www.econbiz.de/10011615373

Understanding the role of frontline employee felt obligation in services

Malhotra, Neeru; Ashill, Nicholas; Lages, Cristiana R.; … - In: The service industries journal 42 (2022) 11/12, pp. 843-871

Persistent link: https://www.econbiz.de/10013362154