Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 1 of 1 for “"procedual"”.
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THE IMPACT OF POSITIVE PSYCHOLOGICAL CAPACITIES AND POSITIVE EMOTIONS OF FRONTLINE EMPLOYEES ON CUSTOMER PERCEPTIONS OF SERVICE RECOVERY
There has been considerable research interest in the nature of service failure and recovery over the past few decades. In this context, the role of frontline service employees has emerged as a crucial factor in successful service recovery. Interestingly, while management and organizational …