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01-03-2016 | Empirical article

How online service recovery approaches bolster recovery performance? A multi-level perspective

Authors: Chia-Ying Li, Yu-Hui Fang

Published in: Service Business | Issue 1/2016

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Abstract

Employees 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 (empowerment and recovery culture) on frontline employees’ responses (recovery efficacy, accountability, and performance) towards implementing a service recovery within an online auction context.

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Title: How online service recovery approaches bolster recovery performance? A multi-level perspective
Authors: Chia-Ying Li
Yu-Hui Fang
Publication date: 01-03-2016
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2016
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-014-0264-8

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