Factors Affecting Service Recovery Performance in Service Industries
Service recovery is a very important aspect in the organization towards retaining the customer and one of the key competitive advantages for sustainability and adding value to the organization in the future. Service recovery refers to the actions a supplier takes in order to seek out dissatisfaction and as a response to poor service quality. The understanding of nature and determinants of service recovery performance in service industries is necessary in developing and implementing service recovery programs especially in the service industry which require a lot of human interaction.There are three main factors namely organizational, personal and human resource factors that affect the service recovery performance This study will be an added knowledge regarding the factors that affect service recovery performance in general and in particular in service industries in Malaysia context.
Niriender Kuma Filzah Md Isa Haim Hilman Cheng Wei Hin
Aall of Universiti Utara Malaysia
国际会议
2011 Academy for Global Business Advancement(AGBAs)8th World Congress(全球商务发展学会第八届国际会议)
大连
英文
362-374
2011-09-15(万方平台首次上网日期,不代表论文的发表时间)