教師資料查詢 | 類別: 期刊論文 | 教師: 方郁惠 Yu-hui Fang (瀏覽個人網頁)

標題:How online service recovery approaches bolster recovery performance? A multi-level perspective
學年
學期
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
語言英文
ISSN1862-8508;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
國別德國
公開徵稿
出版型式,電子版,紙本
相關連結
SDGs
  • 減少不平等,和平正義與有力的制度
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