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Don’t just fix it, make it better! Using frontline service employees to improve recovery performance

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References

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1996When a Thousand Flowers Bloom: Structural, Collective, and Social Conditions for Innovation in Organizations1,414 cited
2007Rethinking Customer Solutions: From Product Bundles to Relational Processes1,376 cited
2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
1994Learning Orientation, Working Smart, and Effective Selling

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1,172 cited

2011Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully1,010 cited

2007Building Dynamic Capabilities: Innovation Driven by Individual-, Firm-, and Network-Level Effects981 cited

Cited by

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2018Brand advocacy in the frontline: how does it affect customer satisfaction?64 cited
2016Innovation in the frontline: Exploring the relationship between role conflict, ideas for improvement, and employee service performance56 cited
2018Cognitive Collective Engagement: Relating Knowledge-Based Practices and Innovation Performance46 cited
2018Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels40 cited
2017Generating sales while providing service39 cited
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2020Enhancing employee voice to advance the hospitality organization’s marketing capabilities: A multilevel perspective35 cited
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