Organizations wish to minimize the probability of service errors; however, complete elimination of service errors is not possible, especially in industries where human interactions are frequent. Particularly, the ways in which various sources of support may affect service recovery behaviors and...

Purpose: This study seeks to investigate the impact of empowerment on both organizational citizenship behavior (OCB) and average check size per customer for individual restaurant servers in the United States. Design/methodology/approach: This empirical study was designed by using three different...