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The impact of developmental experience, empowerment, and organizational support on catering service staff performance

โœ Scribed by Irene Hau-siu Chow; Thamis Wing-chun Lo; Zhenquan Sha; Jiehua Hong


Book ID
116555969
Publisher
Elsevier Science
Year
2006
Tongue
English
Weight
261 KB
Volume
25
Category
Article
ISSN
0278-4319

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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