How to boost frontline employee service recovery performance: the role of cultural intelligence

Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is to show whether and how frontline employee cultural intelligence (CQ) is related to their service recovery performance. T...

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Veröffentlicht in:	Service business 2019-09, Vol.13 (3), p.581-602
Hauptverfasser:	Costers, Annelies, Van Vaerenbergh, Yves, Van den Broeck, Anja
Format:	Artikel
Sprache:	eng
Schlagworte:	Business and Management Customer services Empirical Article Employee behavior Human Resource Management Management Marketing information systems Quality of service
Online-Zugang:	Volltext
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