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The outcomes of internal service recovery effort

Gong, Taeshik and Yi, Youjae and Choi, Jin Nam (2012) The outcomes of internal service recovery effort. In: AMA SERVSIG International Research Conference 2012, 2012-06-07, Helsinki.

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    Abstract

    Describes the outcomes of internal service recovery effort. The primary goal of this research is to uncover not only internal service recovery effort attributes, but also some potentially key outcomes of internal service recovery effort. In addition, this study reveals the mediating mechanism that links internal service recovery effort and employee outcomes as well as contingency factors that systematically strengthen or weaken the relationships under consideration.

    Item type: Conference or Workshop Item (Paper)
    ID code: 39992
    Keywords: internal service recovery , marketing, employees, Marketing. Distribution of products
    Subjects: Social Sciences > Commerce > Marketing. Distribution of products
    Department: Strathclyde Business School > Marketing
    Related URLs:
      Depositing user: Pure Administrator
      Date Deposited: 12 Jun 2012 15:05
      Last modified: 04 Oct 2012 17:57
      URI: http://strathprints.strath.ac.uk/id/eprint/39992

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