The effect of management commitment to service quality on frontline employees' service recovery performance: An empirical investigation of a New Zealand state-owned enterprise

Carruthers, J., Rod, M. and Ashill, N. (2007) The effect of management commitment to service quality on frontline employees' service recovery performance: An empirical investigation of a New Zealand state-owned enterprise. In: Academy of Marketing Conference , Kingston Business School at Royal Holloway Conference Centr, Egham, Surrey, UK, 3rd-6th July, 2007.

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Publisher's URL: http://www.academyofmarketing.org/conference-histo...


Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:management, service quality, frontline employees, service recovery, New-Zealand, state-owned enterprise
Faculty/Department:Faculty of Business and Law > Department of Business Management
ID Code:15562
Deposited By: H. Carey
Deposited On:22 Aug 2011 11:22
Last Modified:12 Aug 2013 08:06

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