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Keywords: Service recovery performance
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Journal Articles
Influence of customer contact employees (CCEs) competencies on their service recovery performance: a moderated-mediation approach
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Global Knowledge, Memory and Communication (2026) 75 (3-4): 1558–1580.
Published: 18 July 2024
...Amit Kumar; Anupriya Kaur Purpose This study aims to explore the influence of customer contact employees (CCEs) competencies (social, emotional and professional) on their service recovery performance (SRP) with mediation effect of internal marketing and moderation effect of industry/sector...
