Pasamehmetoglu, Aysin; Guchait, Priyanko; Tracey, J.B.; … - In: Journal of Service Theory and Practice 27 (2017) 1, pp. 2-22
Purpose The purpose of this paper is to amend and extend the emerging research that has utilized an employee-focused approach to examining the service recovery process. In doing so, the authors examine the influences of supervisor and coworker support for error management on two measures of...