The impact of staff empowerment and comm
✍
Beverley A. Sparks; Graham L. Bradley; Victor J. Callan
📂
Article
📅
1997
🏛
John Wiley and Sons
🌐
English
⚖ 144 KB
👁 2 views
Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on