MEDIATING ROLE OF EMPOWERMENT BETWEEN TOTAL QUALITY MANAGEMENT (TQM) AND SERVICE RECOVERY PERFORMANCE IN THE HOTEL INDUSTRY
The purpose of this research was to examine the mediating effect of empowerment on the linkage between Total Quality Management (TQM) and service recovery performance in the hotel industry. Although much has been written about TQM, empowerment and service recovery performance, but the role of empowe...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Research Centre in Tourism, Sustainability and Well-being - CinTurs
2018-09-01
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| Series: | Journal of Spatial and Organizational Dynamics |
| Subjects: | |
| Online Access: | http://www.cieo.pt/journal/J_3_2018/article5.pdf |