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A case study on service recovery: Frontline employees’ perspectives and the role of empowerment Cover

A case study on service recovery: Frontline employees’ perspectives and the role of empowerment

European Journal of Tourism, Hospitality and Recreation
Volume 7 (2016): Issue 2 (July 2016)
By:  and    
Open Access
|Dec 2016
Authors

Authors

Satu Schumacher

Raija Komppula

raija.komppula@uef.fi

DOI: https://doi.org/10.1515/ejthr-2016-0014 | Journal eISSN: 2182-4924 | Journal ISSN: 2182-4916
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Language: English
Page range: 117 - 127
Submitted on: Jun 30, 2015
Accepted on: Jul 20, 2015
Published on: Dec 28, 2016
Published by: Polytechnic Institute of Leiria
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
Keywords:
Service failure,
Service recovery,
Employee recovery,
Empowerment,
Frontline employee
Related subjects:
Business and economics,
Business management,
Business management, other,
Industries,
Tourism, hospitality, travel,
Event industry, leisure industry,
Sports and recreation,
Sports and recreation, other

© 2016 Satu Schumacher, Raija Komppula, published by Polytechnic Institute of Leiria
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Volume 7 (2016): Issue 2 (July 2016)
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