Frontline Employees’ Service Recovery Performance in Malaysian Hotels

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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’...

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Bibliographic Details
Main Author:	Nik Mohd Masdek, Nik Rozana
Format:	Thesis
Language:	English English
Published:	2010
Subjects:	Hotel front desk personnel - Malaysia Personnel management - Malaysia Hotels - Personnel management
Online Access:	http://psasir.upm.edu.my/id/eprint/19481/ http://psasir.upm.edu.my/id/eprint/19481/1/FEP_2010_5_F.pdf

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