Empowerment in Service Recovery: Implications in the Client's Perception Regarding Fairness and Loyalty
Studies in Service Recovery (SR) demonstrate that equity in SR process is crucial to the customer’s satisfaction and loyalty. Front office employees are responsible for this process which, with their actions, they influence the perception in fairness. Thus, strategies focused on improving processes...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Instituto Brasileiro de Estudos e Pesquisas Sociais
2018-05-01
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| Series: | Revista Eletrônica de Ciência Administrativa |
| Online Access: | http://www.periodicosibepes.org.br/index.php/recadm/article/view/2485 |