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Keywords: Compensation
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Journal Articles
Other‐customer failure: Effects of perceived employee effort and compensation on complainer and non‐complainer service evaluations
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2010) 21 (2): 191–211.
Published: 27 April 2010
... Two experimental studies: 2 (complaint versus no complaint)×3 (employee effort (EE): high versus low versus no)×2 (compensation versus no compensation) were used to test the research hypotheses in a restaurant context. Findings In cases of other‐customer failure, the outcome valence (failure...
Journal Articles
Arbitration Outcomes in the Service Sector: An Empirical Assessment
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (1994) 5 (2): 57–71.
Published: 01 May 1994
... internationally as well domestically (Bean, 1992 ; Blanchflower and Freeman, 1992 ; Koretz, 1992 ; Troy, 1990). © MCB UP Limited 1994 Arbitration Compensation Discipline Dispute resolutions Grievances Industrial relations Labour Management Service industries Trade unions It seems...
