The effects of knowledge sharing and knowledge application on service recovery performance

Henry Boateng · Franklin Gyamfi Agyemang

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Knowledge Management and Sharing Customer Service Quality and Loyalty Innovation and Knowledge Management

Abstract

This study set out to discover the effects of knowledge sharing (KS) and knowledge application (KA) on service recovery performance (SRP) through survey-based research. The population of the study consisted of front-line employees of hotels in Accra. The study found significant and positive effects of both KS and KA on SRP. Data were analysed using linear and multiple regression.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 2011Specification, evaluation, and interpretation of structural equation models 1995Customer Switching Behavior in Service Industries: An Exploratory Study 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts 2004A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES.

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