Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks

This study investigated the organizational factors contributing to service recovery performance in Indonesian Islamic Banks by using management commitment to service quality and employee knowledge sharing capabilities as predictors. The role of perceived organizational support as a moderator between...

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Main Author:	Dalimunthe, Zainul Bahri
Format:	Thesis
Language:	English
Published:	2014
Subjects:	HD28-70 Management Industrial Management
Online Access:	http://eprints.usm.my/46372/1/Zainul%20Bahri%20Dalimunthe24.pdf
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id	my-usm-ep.46372
record_format	uketd_dc
spelling	my-usm-ep.463722020-02-27T08:42:31Z Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks 2014-02 Dalimunthe, Zainul Bahri HD28-70 Management. Industrial Management This study investigated the organizational factors contributing to service recovery performance in Indonesian Islamic Banks by using management commitment to service quality and employee knowledge sharing capabilities as predictors. The role of perceived organizational support as a moderator between the two above mentioned predictors and the service recovery performance in Indonesian Islamic Banks was also investigated. The sample of this study was frontline employees of Indonesian Islamic Banks, and data were collected through mail survey using questionnaires. The results of this study found that two dimensions of management commitment to service quality (training and rewards) positively and significantly influenced service recovery performance of frontline employee. Empowerment did not significantly influence service recovery performance of frontline employee. The present study also found that all dimensions of employee knowledge sharing capabilities positively and significantly influenced the service recovery performance of frontline employee. The results of this study show that perceived organizational support did not significantly moderate the influence of dimensions of two predictors on service recovery performance. However, perceived organizational support moderate the influence of tacit knowledge-sharing capabilities on service recovery performance of frontline employee. None of the control variables significantly influence statistically the service recovery performance of frontline employee except educational qualifications. The study also provides discussion on the findings as well as limitations, theoretical and practical implications of the study, and suggestions for future research. 2014-02 Thesis http://eprints.usm.my/46372/ http://eprints.usm.my/46372/1/Zainul%20Bahri%20Dalimunthe24.pdf application/pdf en public phd doctoral Universiti Sains Malaysia Pusat Pengajian Pengurusan
institution	Universiti Sains Malaysia
collection	USM Institutional Repository
language	English
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Dalimunthe, Zainul Bahri Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks
description	This study investigated the organizational factors contributing to service recovery performance in Indonesian Islamic Banks by using management commitment to service quality and employee knowledge sharing capabilities as predictors. The role of perceived organizational support as a moderator between the two above mentioned predictors and the service recovery performance in Indonesian Islamic Banks was also investigated. The sample of this study was frontline employees of Indonesian Islamic Banks, and data were collected through mail survey using questionnaires. The results of this study found that two dimensions of management commitment to service quality (training and rewards) positively and significantly influenced service recovery performance of frontline employee. Empowerment did not significantly influence service recovery performance of frontline employee. The present study also found that all dimensions of employee knowledge sharing capabilities positively and significantly influenced the service recovery performance of frontline employee. The results of this study show that perceived organizational support did not significantly moderate the influence of dimensions of two predictors on service recovery performance. However, perceived organizational support moderate the influence of tacit knowledge-sharing capabilities on service recovery performance of frontline employee. None of the control variables significantly influence statistically the service recovery performance of frontline employee except educational qualifications. The study also provides discussion on the findings as well as limitations, theoretical and practical implications of the study, and suggestions for future research.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Dalimunthe, Zainul Bahri
author_facet	Dalimunthe, Zainul Bahri
author_sort	Dalimunthe, Zainul Bahri
title	Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks
title_short	Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks
title_full	Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks
title_fullStr	Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks
title_full_unstemmed	Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks
title_sort	organizational factors contributing to service recovery performance in indonesian islamic banks
granting_institution	Universiti Sains Malaysia
granting_department	Pusat Pengajian Pengurusan
publishDate	2014
url	http://eprints.usm.my/46372/1/Zainul%20Bahri%20Dalimunthe24.pdf
_version_	1747821659282210816

Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks

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