Frontline Employees’ Service Recovery Performance in Malaysian Hotels
There are many aspects in which service failures can occur, especially in a high-contact service setting. In any scenario where service failures do occur, frontline employees often play a critical role in addressing customer dissatisfaction, and this underscores the importance of examining employee’...
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| Format: | Thesis |
| Language: | English English |
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2010
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| Online Access: | http://psasir.upm.edu.my/id/eprint/19481/1/FEP_2010_5_F.pdf |