The effects of knowledge sharing and knowledge application on service recovery performance
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Date
2015-06
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Publisher
Business Information Review
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. © 2015, © The Author(s) 2015.
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Keywords
Hospitality sector, knowledge application, knowledge management, knowledge sharing, service recovery performance