Service Recovery Performance:
The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness

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Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness

Service recovery performance is crucial in the hotel industry as it reflects the action or behaviour of the frontline employees when encountering a service failure. The success of handling a service recovery situation may rely upon the commitment of the management towards upholding service quality....

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Bibliographic Details
Main Author:	Hamir, Norhamizan
Format:	Thesis
Language:	English
Published:	2020
Subjects:	L7-991 Education (General)
Online Access:	http://eprints.usm.my/51862/ http://eprints.usm.my/51862/1/NORHAMIZAN%20BIN%20HAMIR%20-%20TESIS%20cut.pdf

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