The Antecedents and Consequences of Service Recovery Performance of Frontline Employees: A Study of Vietnam Retailing Industry
Previous studies on service recovery performance have merely focused on identifying the factors which affect it from the service provider side. This study investigates the effect of customer participation on Vietnam retailing service recovery performance. A structural model was developed and tested...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
IEECA
2021-09-01
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| Series: | Journal of Eastern European and Central Asian Research |
| Subjects: | |
| Online Access: | http://ieeca.org/journal/index.php/JEECAR/article/view/667 |