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Showing 1 to 2 of 2 for “"Service recovery performance"”.
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The Importance of Error Management in Hospitality Organizations:Evidences from Error Management Culture and Error Tolerance
… error management practices and employees’ work performance, especially in the error-prone hospitality industry. Study 1 examines the impacts of the error management culture on employees’ emotional exhaustion and service recovery performance through two discrete emotional paths: gratitude and …
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Service Recovery through Empowerment: HRM and Performance in the Hotel Sector
… management style, employee empowerment and service recovery performance (SRP) in the three to five-star hotel sector in Sri Lanka. Because service recovery refers to how firms respond to service failures, this study focuses on the SRP of employees. Both qualitative and quantitative data were …