Service Recovery Performance: The Effect Of Management Commitment To Service Quality Among The Frontline Hotel Employees Through Work Engagement And Job Embeddedness
Service recovery performance is crucial in the hotel industry as it reflects the action or behaviour of the frontline employees when encountering a service failure. The success of handling a service recovery situation may rely upon the commitment of the management towards upholding service quality....
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2020
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| Subjects: | |
| Online Access: | http://eprints.usm.my/51862/1/NORHAMIZAN%20BIN%20HAMIR%20-%20TESIS%20cut.pdf http://eprints.usm.my/51862/ |
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| Institution: | Universiti Sains Malaysia |
| Language: | English |