..., they are unlikely to deliver satisfactory recovery to customers. It is, thus, hypothesized that: H6. Role ambiguity will exert a negative influence on the service recovery performance of frontline employees. © MCB UP Limited 2003 Banking Service operations Employees’ attitudes Job...

... 2001 Financial services United Kingdom Service operations Management The paper is structured as follows. First, a review of the relevant literature is presented, followed by a description of the research methodology that was adopted for the purposes of this study. Next, the empirical...

... Financial services Market segmentation Retailing Service operations United Kingdom Although still the subject of some debate, there is general recognition that many of the distinctive characteristics of financial services have important implications for the marketing process. The impact...