Frontline Employees’ Service Recovery Performance in Malaysian Hotels

There are many aspects in which service failures can occur, especially in a high-contact service setting. In any scenario where service failures do occur, frontline employees often play a critical role in addressing customer dissatisfaction, and this underscores the importance of examining employee’...

Full description

Saved in:
Bibliographic Details
Main Author: Nik Mohd Masdek, Nik Rozana
Format: Thesis
Language:English
English
Published: 2010
Subjects:
Online Access:http://psasir.upm.edu.my/id/eprint/19481/1/FEP_2010_5_F.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!

Similar Items