English  |  正體中文  |  简体中文  |  全文筆數/總筆數 : 49523/84737 (58%)
造訪人次 : 7604131      線上人數 : 90
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
搜尋範圍 查詢小技巧:
  • 您可在西文檢索詞彙前後加上"雙引號",以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋,建議至進階搜尋限定作者欄位,可獲得較完整資料
  • 進階搜尋
    請使用永久網址來引用或連結此文件: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/104364

    題名: How online service recovery approaches bolster recovery performance? A multi-level perspective
    作者: Chia-Ying Li;Yu-Hui Fang
    關鍵詞: Mechanistic approach of service recovery;Organic approach of service recovery;Recovery efficacy;Recovery accountability;Recovery performance
    日期: 20150110
    上傳時間: 2016-01-06 10:57:01 (UTC+8)
    出版者: Springer
    摘要: 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.
    關聯: Service Business 10(1), pp.179-200
    DOI: 10.1007/s11628-014-0264-8
    顯示於類別:[會計學系暨研究所] 期刊論文


    檔案 描述 大小格式瀏覽次數



    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - 回饋