Given the service sector's inherent dynamism, organizations ultimately rely on their
employees' and managers' knowledge, skills, and capabilities to complete tasks for their …

Purpose Service recovery is very important to the insurance industry; it helps to maintain
clients, it is a crucial competitive advantage for business survival and it adds value for the …

Abstract Service recovery is a critical moment of truth and provides an opportunity for firms to
please and retain customers. Service failure and recovery remain critical issues for both …

Introduction Poor mental and sleep health negatively affects work performance, turnover
intention, and information retention. We examined the impact of waiting job in upscale …

Parasuraman et al.(1985) developed a conceptual framework referred to as the gaps model.
The primary objective of this model is that the service quality drawback is a result of a series …

This study investigates the role of two specific forms of job‐based resource, colleague
support and role clarity, in enhancing work engagement. Survey data collected from 166 …

In service industry, the subject of service quality remains crucial as business strive to
maintain a comparative advantage in the marketplace. In aftermath of globalization, the …

Purpose The purpose of this paper is to analyze the moderating effect of salesperson
environmental and goal orientation on the relationship between strategic orientation for …

Abstract Service quality is no doubt one of the criteria used by existing customers or
potential customers to make decision of their continued patronage or choice of service …

Abstract Service recovery performance is very important to the hotel industry because it
contributes to customer satisfaction and loyalty. Since the nature of jobs in the hotel industry …