Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance
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DOI: 10.1007/s11628-012-0137-y
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- Mário Raposo & Helena Alves & Paulo Duarte, 2009. "Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index," Service Business, Springer;Pan-Pacific Business Association, vol. 3(1), pages 85-100, March.
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Cited by:
- Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
- Hyo Sun Jung & Hye Hyun Yoon, 2019. "Emotional contagion and collective commitment among leaders and team members in deluxe hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 737-754, December.
- Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
- Annelies Costers & Yves Van Vaerenbergh & Anja Van den Broeck, 2019. "How to boost frontline employee service recovery performance: the role of cultural intelligence," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 581-602, September.
- Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 297-320, June.
- Md. Alamgir Hossain & Minho Kim, 2018. "Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?," Sustainability, MDPI, vol. 10(7), pages 1-15, July.
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Keywords
Service recovery; Organizational efforts; Service recovery performance; Emotional responses; Healthcare;All these keywords.
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