How online service recovery approaches bolster recovery performance? A multi-level perspective
學年 104
學期 2
出版(發表)日期 2016-03-01
作品名稱 How online service recovery approaches bolster recovery performance? A multi-level perspective
作品名稱(其他語言)
著者 Chia-Ying Li; Yu-Hui Fang
單位
出版者
著錄名稱、卷期、頁數 Service Business 10(1), pp.179-200
摘要 Employees are often sandwiched between understandable customer grievances and unchangeable organizational policies: only when employees feel fairly treated will they treat customers fairly. Most previous studies focused on external service recovery systems for customers, but neglected internal service recovery systems for frontline employees. By extending Homburg and Fürst’s research, this study adopts a multi-level perspective to explore the influences of the mechanistic approach (process guidelines, behaviour guidelines, and compensation guidelines) and the organic approach of service recovery (empowerment and recovery culture) on frontline employees’ responses (recovery efficacy, accountability, and performance) towards implementing a service recovery within an online auction context.
關鍵字 Mechanistic approach of service recovery;Organic approach of service recovery ;Recovery efficacy;Recovery accountability;Recovery performance
語言 en
ISSN 1862-8508;1862-8516
期刊性質 國外
收錄於 SSCI
產學合作
通訊作者 Chia-Ying Li
審稿制度
國別 DEU
公開徵稿
出版型式 ,電子版,紙本
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/104364 )