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Keywords: Service recovery performance
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Journal Articles
Participative leadership and service recovery performance: a moderated mediation model
Available to Purchase
Journal of Service Theory and Practice (2023) 33 (4): 537–555.
Published: 13 June 2023
...Muhammad Aamir Shafique Khan; Du Jianguo; Shuai Jin; Munazza Saeed; Adeel Khalid Purpose Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study...
Journal Articles
Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance
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Journal of Service Theory and Practice (2020) 30 (6): 643–679.
Published: 05 November 2020
...Pallavi R. Kamath; Yogesh P. Pai; Nandan K.P. Prabhu The role of frontline employees' service recovery performance and customers' RS as mediating mechanisms in transmitting the positive effect of SRS on customers' SL is investigated using the combined perspectives of social-technical system...
Journal Articles
The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors
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Journal of Service Theory and Practice (2017) 27 (1): 2–22.
Published: 09 January 2017
... the quick detection and handling/recovery of errors, and reinforcing efforts to learn from and minimize errors. Thus, we expect that perceptions about supervisor support for error management will be positively related to employees’ service recovery performance and helping behaviors. The following hypotheses...
