關鍵字查詢 | 類別:期刊論文 | | 關鍵字:How online service recovery approaches bolster recovery performance? A multi-level perspective

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1 104/2 會計系 方郁惠 教授 期刊論文 發佈 How online service recovery approaches bolster recovery performance? A multi-level perspective , [104-2] :How online service recovery approaches bolster recovery performance? A multi-level perspective期刊論文How online service recovery approaches bolster recovery performance? A multi-level perspectiveChia-Ying Li; Yu-Hui FangMechanistic approach of service recovery;Organic approach of service recovery ;Recovery efficacy;Recovery accountability;Recovery performanceService Business 10(1), pp.179-200Employees 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 (empo
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