Perceived Tension in Post-Complaint Recovery: The CrossFunctional Theoretical Framework
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 3
Abstract
There exists a dearth of frameworks that improve theoretical lenses into understanding post-recovery tension and satisfaction. This article reports on interactional influences within the tribes of employees, and customers and processes in attempt to defuse tension and improve corporate resilience and competiveness. It provides a unified service system and integrated guide on recovery perspectives; and distinguishes itself by proposing a framework that recognizes the influences of employee-to-employee, customer-to-customer and process-to-process recoveries in dousing tension-driven effect of functional diversities on recovery. The paper recognizes perceived tension as a product of mindset and interdisciplinary dichotomies; its proficient handling attracts pleasurable experiences/actions. Tension(s) amongst customer, process, and employee recovery perspectives adversely affects customer retention and with the proposed framework, an improved theoretical grenade is supposedly made.
Authors and Affiliations
Hart O. Awa Ph. D
Keywords
Related Articles
- EP ID EP409930
- DOI 10.9790/487X-2003042037.
- Views 87
- Downloads 0
The Consumer Perceptions and Organizational Strategy of Indonesia Vegetarian Society (IVS) In Increasing To Consumption Vegetable Cuisine in Palembang City
The purpose of this study were to: 1) a nalyzing consumer perceptions of vegetable dishes in Palembang City. 2) a nalyze the organizational strategy of Indonesia Vegetarian Society (IVS) in increasing vegetable consumpti...
Working Capital Management in Small Enterprise -A Case Study of Sri Nagavalli Solvent Oils Ltd
Small and Medium Entreprises(SMEs)play a crucial role in Indian economy.SMEs’ success much depends upon effective working capital management.This paper deals with working capital management in Sri Nagavalli Solvent oils...
Understanding the Gap between Expected Performance and Actual Performance of Employees at Jordan Universities
This research study is to bridge the gap between expected performance and actual performance of employees in an organization. The impact of training on employee job performance research area in Human Resource Management....
An Inclusive Business Model for the Rural Women Living Under Base of Pyramid: Empowering Women through Potential of ICT
This article ascertains the inclusive business model for rural women living under base of pyramid. Bangladesh is a land of world famous social enterprises like Grameen, BRAC, ASA and many more.However, a large percentage...
Corporate Social Reporting Practices Of Selected Public Sector Companies of India
This study examines the extent of disclosure in annual reports for social reporting by Indian corporate. Data were collected from the annual reports of the companies for the year 2014 and the level of disclosure is measu...