[雙語(yǔ)翻譯]外文翻譯--零售業(yè)服務(wù)補(bǔ)救的決定因素（英文）

1、African Journal of Economic and Management StudiesThe determinants of service recovery in the retail industry: A study of micro and small enterprises in Ghana Margaret J. Crabbe Moses AcquaahArticle information:To cite t

2、his document: Margaret J. Crabbe Moses Acquaah , (2016),“The determinants of service recovery in the retail industry“, African Journal of Economic and Management Studies, Vol. 7 Iss 1 pp. 54 - 74 Permanent link to this d

3、ocument: http://dx.doi.org/10.1108/AJEMS-10-2014-0072Downloaded on: 20 May 2016, At: 04:26 (PT) References: this document contains references to 48 other documents. To copy this document: permissions@emeraldinsight.com T

4、he fulltext of this document has been downloaded 76 times since 2016*Users who downloaded this article also downloaded:(2016),“Correlates of the determinants of relationship marketing in the retail sector: the Nigerian c

5、ase“, African Journal of Economic and Management Studies, Vol. 7 Iss 1 pp. 30-53 http:// dx.doi.org/10.1108/AJEMS-04-2014-0023(2016),“Service fairness and customer behavioural intention: Evidence from the Ghanaian bankin

6、g industry“, African Journal of Economic and Management Studies, Vol. 7 Iss 1 pp. 90-108 http:// dx.doi.org/10.1108/AJEMS-06-2015-0064(2016),“The execution of marketing strategies in a developing economy: A case study of

7、 selected market leaders“, African Journal of Economic and Management Studies, Vol. 7 Iss 1 pp. 9-29 http:// dx.doi.org/10.1108/AJEMS-07-2014-0052Access to this document was granted through an Emerald subscription provid

8、ed by emerald- srm:235887 []For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for

9、 and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information.About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the be

10、nefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and s

11、ervices.Downloaded by University of Wollongong At 04:26 20 May 2016 (PT)The determinants of service recovery in the retail industryA study of micro and small enterprises in GhanaMargaret J. Crabbe Ghana Institute of Mana

12、gement and Public Administration, GIMPA Business School, Achimota, Ghana, and Moses Acquaah Department of Management Bryan School of Business and Economics, University of North Carolina at Greensboro, Greensboro, North C

13、arolina, USAAbstractPurpose – Service recovery strategies are efforts used by organizations to bring back dissatisfied customers to a state of satisfaction with the organization. It has been argued that successful servic

14、e recovery by organizations is dependent on the effectiveness of front line employees. The purpose of this paper is to examine a model of service recovery performance (SRP) of front line employees in the retail industry

15、in Ghana. Design/methodology/approach – The study uses personally administered survey data collected from 136 employees in 20 micro and small retail enterprises in Ghana. Hierarchical multiple regression analysis is used

16、 to test the direct and interactive effects of organizational variables such as perceived managerial attitudes and work environment factors on the SRP of front line employees. Findings – The findings indicate that the SR

17、P is influenced by employee empowerment, interaction between customer service orientation and empowerment, interaction between customer service orientation and training for customer service excellence, and the interactio

18、n between empowerment and training for customer service excellence. Research limitations/implications – Focussing only on the antecedents of SRP, and using cross- sectional data based on the self-assessments of the front

19、 line employees from one country. Practical implications – Empowering front line employees to deal with service failures should be combined with training them in job related and behavioral skills to attend to the needs o

20、f customers. Moreover, it is critical to combine perceived customer service orientation with training front line employees in job related and behavioral skills. Originality/value – First study to examine the antecedents

21、of SRP of front line employees in a sub-Saharan African environment. Moreover, study examines the interactive effects of organizational and work environment variables on SRP. Keywords Service recovery, Empowerment, Sub-S

22、ahara Africa, Customer relations, Employee training, Retail industry Paper type Research paperIntroduction Organizations in today’s competitive business environment thrive on finding new ways of serving customers in orde

23、r to survive in the global marketplace. Faced with fierce competition as a result of globalization, advances in technology and transportation, and improvement in general economic growth in nations around the world, organ

24、izations are compelled not only to become efficient and effective, but also embrace a new philosophy that focusses on customer relationship management through the provisionAfrican Journal of Economic and Management Studi

25、es Vol. 7 No. 1, 2016 pp. 54-74 © Emerald Group Publishing Limited 2040-0705 DOI 10.1108/AJEMS-10-2014-0072Received 14 October 2014 Revised 24 June 2015 Accepted 31 July 2015The current issue and full text archive o