search query: @author Stone, T. H. / total: 4
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| Author: | Hocutt, M. A. Stone, T. H. |
| Title: | The impact of employee empowerment on the quality of a service recovery effort |
| Journal: | Journal of Quality Management
1998 : VOL. 3:1, p. 117-132 |
| Index terms: | SERVICE QUALITY EMPLOYEES EMPOWERMENT TRAINING RESTAURANTS |
| Language: | eng |
| Abstract: | To test hypotheses concerning factors influencing service recovery outcomes, two studies were conducted. The hypotheses derived from the service recovery model specified the relationship between empowerment of employees and employee satisfaction as well as the effects of employee responsiveness and employee empathy/courtesy on consumer satisfaction. |
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