Investigating service recovery performance of call center employees in Telecom sector Pakistan

Telecom call centres in Pakistan are facing the issue of poor employees' service recovery performance. This study was undertaken to investigate the contributing factors of internal marketing practices, role stressors, and workplace social support towards employee service recovery performance. I...

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Main Author:	Ahmad, Munawar Javed
Format:	Thesis
Language:	eng eng
Published:	2019
Subjects:	HD58.9 Organizational Effectiveness.
Online Access:	https://etd.uum.edu.my/7939/1/s900823_01.pdf https://etd.uum.edu.my/7939/2/s900823_02.pdf
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id	my-uum-etd.7939
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ahmad, Norzieiriani Zakaria, Nazlina
topic	HD58.9 Organizational Effectiveness.
spellingShingle	HD58.9 Organizational Effectiveness. Ahmad, Munawar Javed Investigating service recovery performance of call center employees in Telecom sector Pakistan
description	Telecom call centres in Pakistan are facing the issue of poor employees' service recovery performance. This study was undertaken to investigate the contributing factors of internal marketing practices, role stressors, and workplace social support towards employee service recovery performance. It also tested the role of affective organisational commitment to mediate the link between the factors and service recovery performance. Besides, the moderating effect of customer orientation on the relationship between affective organisational commitment and service recovery performance was also examined. The theories of equity and the reformulation of attitude were integrated to explain the relationship between the variables in the research model. Survey data were gathered from a sample of 318 telecom call centre employees of five telecom companies operating in Pakistan. Using the PLS-SEM to analyse the data and test the hypotheses, the present study showed that employee rewards, employee training, role ambiguity, organisational support, and supervisor support were significantly related to service recovery performance. Moreover, the results revealed that affective organizational commitment mediated the relationship between internal marketing practices, role ambiguity, organizational support, supervisor support, and service recovery performance. Additionally, the results found that customer orientation moderated the relationship between affective organisational commitment and service recovery performance. The findings suggest that managers of the call centers develop internal marketing practices and workplace social support strategies to enhance an affective organisational commitment so that service recovery performance of call center employees could be improved. Moreover, the management should focus on developing a customer-oriented culture to enhance employees' service recovery performance in call centers in Pakistan.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Ahmad, Munawar Javed
author_facet	Ahmad, Munawar Javed
author_sort	Ahmad, Munawar Javed
title	Investigating service recovery performance of call center employees in Telecom sector Pakistan
title_short	Investigating service recovery performance of call center employees in Telecom sector Pakistan
title_full	Investigating service recovery performance of call center employees in Telecom sector Pakistan
title_fullStr	Investigating service recovery performance of call center employees in Telecom sector Pakistan
title_full_unstemmed	Investigating service recovery performance of call center employees in Telecom sector Pakistan
title_sort	investigating service recovery performance of call center employees in telecom sector pakistan
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2019
url	https://etd.uum.edu.my/7939/1/s900823_01.pdf https://etd.uum.edu.my/7939/2/s900823_02.pdf
_version_	1747828293539725312
spelling	my-uum-etd.79392022-04-10T23:19:52Z Investigating service recovery performance of call center employees in Telecom sector Pakistan 2019 Ahmad, Munawar Javed Ahmad, Norzieiriani Zakaria, Nazlina School of Business Management School of Business Management HD58.9 Organizational Effectiveness. Telecom call centres in Pakistan are facing the issue of poor employees' service recovery performance. This study was undertaken to investigate the contributing factors of internal marketing practices, role stressors, and workplace social support towards employee service recovery performance. It also tested the role of affective organisational commitment to mediate the link between the factors and service recovery performance. Besides, the moderating effect of customer orientation on the relationship between affective organisational commitment and service recovery performance was also examined. The theories of equity and the reformulation of attitude were integrated to explain the relationship between the variables in the research model. Survey data were gathered from a sample of 318 telecom call centre employees of five telecom companies operating in Pakistan. Using the PLS-SEM to analyse the data and test the hypotheses, the present study showed that employee rewards, employee training, role ambiguity, organisational support, and supervisor support were significantly related to service recovery performance. Moreover, the results revealed that affective organizational commitment mediated the relationship between internal marketing practices, role ambiguity, organizational support, supervisor support, and service recovery performance. Additionally, the results found that customer orientation moderated the relationship between affective organisational commitment and service recovery performance. 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