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

淡江大學機構典藏 > 商管學院 > 會計學系暨研究所 > 期刊論文 > Item 987654321/104364

Please use this identifier to cite or link to this item: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/104364

Title:	How online service recovery approaches bolster recovery performance? A multi-level perspective
Authors:	Chia-Ying Li;Yu-Hui Fang
Keywords:	Mechanistic approach of service recovery;Organic approach of service recovery;Recovery efficacy;Recovery accountability;Recovery performance
Date:	2015-01-10
Issue Date:	2016-01-06 10:57:01 (UTC+8)
Publisher:	Springer
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.
Relation:	Service Business 10(1), pp.179-200
DOI:	10.1007/s11628-014-0264-8
Appears in Collections:	[會計學系暨研究所] 期刊論文

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