The effects of knowledge sharing and knowledge application on service recovery performance

This study set out to discover the effects of knowledge sharing and knowledge application on service recovery performance (SRP) through survey-based research and found significant and positive effects of both KS and KA on SRP.

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.