Linking employee voice to service recovery performance in the hotel sector: The mediating role of tacit knowledge sharing and employee innovation
PURPOSE: In reality, service failures are inevitable. However, poor service recovery can decrease customer trust and exacerbate customer dissatisfaction. Previous studies have focused on service failure types, reasons for failure, and successful recovery actions from the customers’ perspective. Acco...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Cognitione Foundation for the Dissemination of Knowledge and Science
2024-01-01
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| Series: | Journal of Entrepreneurship, Management and Innovation |
| Subjects: | |
| Online Access: | https://jemi.edu.pl/uploadedFiles/file/all-issues/vol20/issue3/JEMI_Vol20_Issue3_2024_Article4.pdf |
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