{"title":"员工授权对服务恢复工作质量的影响","authors":"Mary Ann Hocutt, Thomas H. Stone","doi":"10.1016/S1084-8568(99)80107-2","DOIUrl":null,"url":null,"abstract":"<div><p>Predictions from a service recovery model regarding employee and customer responses to empowerment in a restaurant context were examined in two experiments. Empowerment via training and autonomy led to higher service employee satisfaction. Greater customer satisfaction following a service failure was created by higher employee responsiveness and empathy during a service recovery.</p></div>","PeriodicalId":100829,"journal":{"name":"Journal of Quality Management","volume":"3 1","pages":"Pages 117-132"},"PeriodicalIF":0.0000,"publicationDate":"1998-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80107-2","citationCount":"106","resultStr":"{\"title\":\"The impact of employee empowerment on the quality of a service recovery effort\",\"authors\":\"Mary Ann Hocutt, Thomas H. Stone\",\"doi\":\"10.1016/S1084-8568(99)80107-2\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>Predictions from a service recovery model regarding employee and customer responses to empowerment in a restaurant context were examined in two experiments. Empowerment via training and autonomy led to higher service employee satisfaction. Greater customer satisfaction following a service failure was created by higher employee responsiveness and empathy during a service recovery.</p></div>\",\"PeriodicalId\":100829,\"journal\":{\"name\":\"Journal of Quality Management\",\"volume\":\"3 1\",\"pages\":\"Pages 117-132\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"1998-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://sci-hub-pdf.com/10.1016/S1084-8568(99)80107-2\",\"citationCount\":\"106\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Quality Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S1084856899801072\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Quality Management","FirstCategoryId":"1085","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1084856899801072","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
The impact of employee empowerment on the quality of a service recovery effort
Predictions from a service recovery model regarding employee and customer responses to empowerment in a restaurant context were examined in two experiments. Empowerment via training and autonomy led to higher service employee satisfaction. Greater customer satisfaction following a service failure was created by higher employee responsiveness and empathy during a service recovery.
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