scholarly journals An Integrated Framework on Service Recovery Performance: The Mediating Role of Organizational Commitment

2018 ◽  
Vol 6 (2) ◽  
pp. 263-279
Author(s):  
Munawar Javed Ahmad ◽  
Norzieiriani Ahmad ◽  
Nazlina Zakaria
Keyword(s):  
Organizational Commitment ◽  
Service Recovery ◽  
Employee Training ◽  
Internal Communication ◽  
Ongoing Research ◽  
Mediating Role ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact

This study aims to provide a summary review of what is already known about service recovery performance and recognizes some emergent issues that assume a vital part in it. By synthesizing extant service recovery literature, this article seeks further understanding of service recovery performance and offers priorities for ongoing research on this area in the telecom industry in Pakistan. Despite, there been a substantial amount of discussion done to address the service recovery performance issue that is featuring massive challenges, there is a certain paucity of information regarding the subject matter in Pakistan. This study provides a conceptual framework intended to broaden the comprehension of service recovery performance and the impact of the evolving role of selected internal marketing practices. For instance, internal communication, employee rewards, employee training, and employee empowerment. Finally, presenting the mediation role of organizational commitment in the proposed framework make an important contribution to the existing literature on service recovery performance by addressing both practical and conceptual aspects.

scholarly journals Role of Internal Marketing Practices in the Service Recovery Performance of Call Center Employees

2021 ◽  
Vol 36 (2) ◽  
pp. 157-175
Author(s):  
Norzieiriani Ahmad ◽  
Nazlina Zakaria ◽  
Munawar Javed Ahmad
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Service Recovery ◽  
Employee Training ◽  
Internal Marketing ◽  
Internal Communication ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Call Center Employees

The purpose of this study was to investigate whether the internal marketing philosophy is applicable to call centers operating in Pakistan. This study attempted to investigate the role of internal marketing practices assess through internal communication (Huang & Rundle-Thiele, 2014), employee rewards (Boshoff & Allen, 2000), employee training (Boshoff & Allen, 2000), and employee empowerment (Yavas, Karatepe, Avci, & Tekinkus, 2003) on the service recovery performance (Boshoff & Allen, 2000) of call center employees working in inbound telecom call centers. Primary data were collected through a self-administered questionnaire from 15 telecom call centers located in three major cities namely Karachi, Lahore, and Islamabad. A simple random sampling technique was implemented to collect data from 318 male and female respondents. Results showed that internal communication, employee rewards and employee training were positively linked with service recovery performance, while a nonsignificant relationship was found between employee empowerment and service recovery performance. Results revealed that internal marketing practices influence toward frontline employee’s service recovery performance. Findings suggested that the call centers operating in the Asian region, especially, in Pakistan, should focus on internal marketing practices to enhance the service recovery performance of the frontline employees.

Organizational Justice and Employee Sustainability: The Mediating Role of Organizational Commitment

2020 ◽  
Vol 3 (3) ◽  
pp. 12-22
Author(s):  
Mehreen Fatima ◽  
Zeeshan Izhar ◽  
Zaheer Abbas Kazmi
Keyword(s):  
Organizational Commitment ◽  
Organizational Justice ◽  
Developing Country ◽  
Design Methodology ◽  
Direct Relationship ◽  
Banking Sector ◽  
Mediating Role ◽  
Research Gap ◽  
The Impact

Purpose- The primary purpose of the study is to determine the impact of organizational justice (OJ) on employee sustainability. Along with that, it also describes how organizational commitment mediates this direct relationship. This study includes all dimensions of OJ which are distributive, procedural and interactional (interpersonal & informational) within the context of a developing country (Pakistan). Design/Methodology- This study has considered employees working in the banking sector of Pakistan. Two hundred ten questionnaires were received back from employees. Regression analysis was used to analyze direct relationships between variables, while smart partial least squares (PLS) were used for mediation analysis. Findings- Results demonstrated that all hypothesis were accepted and it was also confirmed that organizational commitment (OC) mediates the direct relationship between OJ and employee sustainability (ES). Originality/value- Multidimensional construct of organizational justice was tested in this study, in the context of a developing country (Pakistan), to address the research gap.

scholarly journals The Relationship among Emotional Leadership, Job Satisfaction and Organizational Commitment: Taking China’s Hotel Industry as an Example

2020 ◽  
Vol 218 ◽  
pp. 04014
Author(s):  
Yixing Jin ◽  
Peiying Wu ◽  
Cheng Lin ◽  
Yingda Wang
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Hotel Industry ◽  
Mediating Role ◽  
Positive Effects ◽  
Emotional Leadership ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

This study investigated the impact of emotional leadership of leaders on organizational commitment of hotel employees, as well as the mediating role of job satisfaction. The results indicate that: (1) Emotional leadership and job satisfaction have positive effects on organizational commitment. (2) Emotional leadership has a positive effect on job satisfaction. (3) Job satisfaction plays a mediating role between emotional leadership and organizational commitment.

The effect of job insecurity on quitting intentions and service recovery performance

2019 ◽  
Vol 28 (2) ◽  
pp. 12-14
Keyword(s):  
Psychological Contract ◽  
Job Insecurity ◽  
Service Recovery ◽  
Mediating Effect ◽  
Full Time ◽  
Content Type ◽  
Career Opportunities ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact

Purpose The purpose of this study is to examine the impact of JIS on quitting intentions and service recovery performance (SRP) with JE as a mediating factor. Design/methodology/approach Data was gathered from 313 full time FHEs working in four and five star hotels in Iran. Questionnaires on JIS, JE, and quitting intentions were given in three waves to the FHEs over a two-week period and in addition supervisors provided a rating of SRP. Findings The findings support the mediating effect of JE with JIS related to the outcomes indirectly through JE. The greater the level of JIS the lower the JE of FHEs. The greater the level of JE the lower the quitting intentions and the higher the SRP of FHE’s. JE completely mediates the impact of JIS on quitting intentions and SRP. Practical implications Organizations should put steps in to retain key workers through adherence to the psychological contract, reduce the impact of JIS through providing clear information on career opportunities and progression, invest in high quality training to improve SRP and hire a workforce from the local communities to increase off-the job JE Originality/value This paper has contributed to an area where research is scarce with regard to how JIS can be reduced and the structure that links it to employee outcomes.

scholarly journals THE EFFECT OF MANAGEMENT COMMITMENT TO SERVICE QUALITY ON JOB EMBEDDEDNESS AND PERFORMANCE OUTCOMES

2012 ◽  
Vol 13 (4) ◽  
pp. 614-636 ◽  
Author(s):  
Osman M. Karatepe ◽  
Georgiana Karadas
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Recovery ◽  
Job Embeddedness ◽  
Performance Outcomes ◽  
Quality Data ◽  
Management Commitment ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
The Impact

The purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are regarded as the three important indicators of management commitment to service quality. Data were obtained from a sample of fulltime frontline hotel employees with a time lag of one week in Romania. The results reveal that training, empowerment, and rewards are positively related to job embeddedness. As hypothesized, empowerment, rewards, and job embeddedness enhance service recovery performance, while training and empowerment increase extra-role customer service. The results further demonstrate that job embeddedness acts as a partial mediator of the effects of empowerment and rewards on service recovery performance. Implications of the results are discussed and future research directions are offered.

scholarly journals The Effect of Work Plateau on Intention to Remain: Mediating Role of Organizational Commitment

2019 ◽  
Vol 8 (5S3) ◽  
pp. 302-311
Keyword(s):  
Organizational Commitment ◽  
Structural Equation ◽  
Equation Model ◽  
Equation Modeling ◽  
Statistical Population ◽  
Mediating Role ◽  
Career Plateauing ◽  
Mediator Role ◽  
The Impact

In the present study, the the impact of work plateau on intention to remain at work with the mediating role of organizational commitment has been studied. The statistical population of this research is all employees of Ferdowsi University of Mashhad. The research method is descriptive-survey. According to statistics of personnel management office, the number of employees is 1100 in 2017. In order to determine the sample size, due to the limited population, Morgan table was used and 285 people were selected from population through random sampling. In order to collect the data, Alan and Meyer (1990) questionnaire was used to assess organizational commitment, a researcher-made questionnaire was used to investigate the intention to remain at job and Miliaman's questionnaire (1992) was used to investigate career plateauing. The validity of these three questionnaires has been confirmed by experts. Reliability of the questionnaire is confirmed by Cronbach’s alpha coefficient of 86%, 91% and 84%, respectively. The statistical methods used in this research to test the hypotheses are T value and structural equation modeling. Structural equation model in this study was determined using Liserl software, according to which the content plateau and structural plateau, considering the mediator role of organizational commitment, has a negative and significant impact on employees' intention to remain at work.

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