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All Outputs (3)

The effect of management commitment to service quality on frontline employees' service recovery performance: An empirical investigation of a New Zealand state-owned enterprise (2007)
Presentation / Conference
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

The relationships between work characteristics, burnout and employees' service recovery performance and affective outcomes: The study of a state-owned enterprise (2007)
Presentation / Conference
Carruthers, J., Rod, M., Shao, J., & Ashill, N. (2007, June). The relationships between work characteristics, burnout and employees' service recovery performance and affective outcomes: The study of a state-owned enterprise. Paper presented at The European Institute of Retailing and Services Studies (EIRASS) 14th International Conference, San Francisco, United States