Construct · 1 fields · 1 citations

service recovery performance: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed
service recoveryperformance1 CONSTRUCTService recoveryBOSHOFF · SERVICES MARKETING

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Services marketing

frontline employees' perceived ability and actions in resolving a customer's service failure to the customer's satisfaction.

In services marketing, service recovery performance refers to frontline employees' perceived ability and actions in resolving a customer's service failure to the customer's satisfaction. This meaning comes from Boshoff (2000) in International Journal of Service Industry Management.[1]

Unit
Recovery means
Measured by

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Nearby constructs

failure4 fields · 6 citationsjingle · one word, four constructsindustry1 fields · 1 citationsanchor · a standalone constructperformance6 fields · 8 citationsjingle · one word, five performances

References

  1. Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63-90. https://doi.org/10.1108/09564230010310295

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