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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, Janet; Rod, M.; Ashill, N.

Authors

M. Rod

N. Ashill



Citation

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

Presentation Conference Type Conference Paper (unpublished)
Conference Name Academy of Marketing Conference
Conference Location Kingston Business School at Royal Holloway Conference Centr, Egham, Surrey, UK
Start Date Jul 3, 2007
End Date Jul 6, 2007
Publication Date Jul 1, 2007
Peer Reviewed Peer Reviewed
Keywords management, service quality, frontline employees, service recovery, New-Zealand, state-owned enterprise
Public URL https://uwe-repository.worktribe.com/output/1026691
Publisher URL http://www.academyofmarketing.org/conference-history/conference-history.html


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