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

Munawar Javed Ahmad, Norzieiriani Ahmad and Nazlina Zakaria ()
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Nazlina Zakaria: University Utara Malaysia.

Pakistan Journal of Humanities and Social Sciences, 2018, vol. 6, issue 2, p:263-279

Abstract: 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.

Keywords: Service Recovery performance; service recovery; internal marketing; internal Communication (search for similar items in EconPapers)
Date: 2018
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