Detail The Impact of Employee Empowerment on The Quality of A Service Recovery Effort   Oleh:  Hocutt, Mary Ann ; Stone, Thomas H. Jenis: Article from Bulletin/Magazine Dalam koleksi: Journal of Quality Management vol. 3 no. 1 (1998), page 117-132. Topik: employee; employee empowerment; quaity; service recovery Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ55.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada     Lihat Detail Induk Isi artikel Predictions from a service recovery model regarding employee and customer responses to empowerment in a restaurant context were examined in two experiments. Empowerment via training and autonomy led to higher service employee satisfaction. Greater customer satisfaction following a service failure was created by higher employee responsiveness and empathy during a service recovery. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Kembali

Copyright © 2006, 2007 Unika Atma Jaya, all rights reserved