Potential antecedents and outcomes of frontline employees’ service recovery performance

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Potential antecedents and outcomes of frontline employees’ service recovery performance

Frontline employees frequently act as a bridge between a firm and its customers. Therefore, customers often form their opinions on service quality of the firm based on how well the frontline employees perform. This conceptual paper intends to explore some potential antecedents that might have an imp...

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Bibliographic Details
Main Authors:	Nik Mohd Masdek, Nik Rozana, Abdul Aziz, Yuhanis, Awang, Khairil Wahidin
Format:	Article
Language:	English
Published:	Faculty of Economics and Management, Universiti Putra Malaysia 2011
Online Access:	http://psasir.upm.edu.my/id/eprint/39485/ http://psasir.upm.edu.my/id/eprint/39485/1/39485.pdf

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