“…Ashill et al [14] regarded manager committed quality of service, covering training, empowerment, employee rewards, supportive management, servant leadership, and service techniques, as the factor in the emotion of an organization to affect the frontline employees' job satisfaction and further influence the service recovery performance. Kim and Oh [15] considered service recovery efforts, including customer-oriented service, employee rewards, customer complaint management, customer service training, empowerment, and teamwork, as the antecedents of Service Recovery Performance.…”