The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors
Type :
Article
Publication Status :
published
Access :
restrictedAccess
Abstract
The purpose of this paper is to amend and extend the emerging research that has utilized an employee-focused approach to examining the service recovery process. In doing so, the authors examine the influences of supervisor and coworker support for error management on two measures of employee service performance: service recovery performance and helping behaviors during service failure and recoveries. Specifically, this study examines the linear and non-linear interaction effects of supervisor and coworker support for error management on the outcome variables.
Source :
Journal of Service Theory and Practice
Date :
2017
Volume :
27
Issue :
1
Publisher :
Emerald Publishing
URI
http://hdl.handle.net/10679/4769http://www.emeraldinsight.com/doi/full/10.1108/JSTP-06-2015-0130
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