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The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors

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dc.contributor.authorPaşamehmetoğlu, Ayşın
dc.contributor.authorGuchait, P.
dc.contributor.authorTracey, J. B.
dc.contributor.authorLei, P.
dc.date.accessioned2017-02-06T07:09:35Z
dc.date.available2017-02-06T07:09:35Z
dc.date.issued2017
dc.description.abstractThe 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.en_US
dc.identifier.doi10.1108/JSTP-06-2015-0130en_US
dc.identifier.endpage22en_US
dc.identifier.issn2055-6225en_US
dc.identifier.issue1en_US
dc.identifier.scopus2-s2.0-85009511223
dc.identifier.startpage2en_US
dc.identifier.urihttp://hdl.handle.net/10679/4769
dc.identifier.urihttps://doi.org/10.1108/JSTP-06-2015-0130
dc.identifier.volume27en_US
dc.identifier.wos000395695700001
dc.language.isoengen_US
dc.peerreviewedyesen_US
dc.publicationstatuspublisheden_US
dc.publisherEmerald Publishingen_US
dc.relation.ispartofJournal of Service Theory and Practiceen_US
dc.relation.publicationcategoryInternational Refereed Journal
dc.rightsinfo:eu-repo/semantics/restrictedAccess
dc.subject.keywordsError managementen_US
dc.subject.keywordsService recovery performanceen_US
dc.subject.keywordsCoworker supporten_US
dc.subject.keywordsSupervisor supporten_US
dc.subject.keywordsHelping behavioursen_US
dc.titleThe moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviorsen_US
dc.typeArticleen_US
dspace.entity.typePublication

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