Employee adaptive and proactive service recovery: a configurational perspective
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DOI: 10.1108/ejm-02-2019-0181
Abstract: This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service recovery, which is the common approach in the literature, this study uses… read more here.
Keywords: adaptive proactive; employee adaptive; service recovery; service ... See more keywords