Development of a framework for services recovery for service industries

Kumar, Niriender; Isa, Filzah; Hin, Cheng Wei; Abdullah, Haim Hilman

doi:10.1504/jgba.2012.049504

Cited by 4 publications

(3 citation statements)

References 16 publications

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“…Similar observations were also observed by earlier workers [36]. These results are in agreement with previous workers [36][37][38][39][40][41].…”

Section: Resultssupporting

confidence: 94%

Limnological environment with respect to conservation aspects of Patna Bird Sanctuary Jalesar, Etah (U.P.)

Kumar¹

2022

GSC Adv. Res. Rev.

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Patna Bird Sanctuary is located at Jalesar in the Etah district of U.P. It is spread in 108 hectares and has been declared as a Bird Sanctuay in 1991. Patna jheel is a typical rainfed wetland of Gangetic plain. It receives most of its water from north-west monsoon and some water from different nallas entering into jheel. Physico-chemical and biological characteristics of lake were studied during April 2013 to March 2014, to correlate the abundance of different flora and fauna. Study revealed richness in phosphate and nitrate. The main source of this richness in the lake has been traced out due to washing, bathing, agricultural activities and cultivation of trapa and growth of macrophytes. The jheel was marked with date trees (Phoenix sylvestrix) and harbors about 2, 00,000 birds belonging to over 200 different species. The border of jheel has been surrounded by Ipomea carnea tracts, serving good nesting ground for resident birds. Macrophytes comprising of submerged (Hydrilla verticillata, Ceratophyllum demersum, Vallisnaria spiralis, Potamogeton crispus and Najas), free floating (Salvinia, Azolla, Wolffia and Eichhornia) and rooted floated (Nymphoides cristata and N. indica). In some parts Ipomea aquatica were also observed.

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“…Similar observations were also observed by earlier workers [36]. These results are in agreement with previous workers [36][37][38][39][40][41].…”

Section: Resultssupporting

confidence: 94%

Limnological environment with respect to conservation aspects of Patna Bird Sanctuary Jalesar, Etah (U.P.)

Kumar¹

2022

GSC Adv. Res. Rev.

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“…Piaralal et al (2012, 2014) have examined the relationship between human resource management factors such as reward, empowerment, teamwork and training on SRP toward customer service employees in life insurance industry of Malaysia. In another paper by Kumar et al (2012) have proposed that organizational, personal and human resource variables are related to SRP of service sectors in Malaysia. Guided by a framework developed by Boshoff and Allen (2000), the authors have added other variable, namely, trait competitiveness and motivation in proposed model of SRP for frontline hotel staff in Malaysia (Masdek et al , 2011).…”

Section: Introductionmentioning

confidence: 99%

Factors affecting service recovery performance and customer service employees

Piaralal

Bhatti

Piaralal³

et al. 2016

IJPPM

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Purpose Service recovery is very important to the insurance industry; it helps to maintain clients, it is a crucial competitive advantage for business survival and it adds value for the organization’s continued future. The purpose of this paper is to investigate the factors influencing service recovery performance (SRP) of customer service employees in the life insurance industry from three dimensions; organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). This study also investigated job satisfaction and the intent to resign. Design/methodology/approach Data were gathered through self-administered questionnaires from 350 customer service staff employed by life insurance companies in the Northern region of Peninsular Malaysia by using a convenience sampling technique. Data were analyzed using multiple regressions. Findings The findings indicated that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion influenced staff’s SRP. The findings also showed that SRP influenced job satisfaction and intention to resign. Practical implications The research advances understanding of the influence of organizational, personal and human resource management factors on SRP and result constructs, namely, turnover intentions and job satisfaction. The researchers in Malaysia can use this model for future research in a service sector fields such as banking, retailing and hospitality to replicate and compare this finding. For practitioners especially the managers in insurance services providers can take actions and formulate proper strategies for customer service employees to deliver high level of performance in order to satisfied customer and continue stay in the organizations. Originality/value Very little attention has been given to examine the impact of human resource, personal and organizational factors on SRP and the influence of SRP on result constructs, namely, job satisfaction and intention to resign in the life insurances area. Furthermore applying equity theory especially in the SRP area was not given fully attention.

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“…Additionally, the researchers asserted that if a job is not explained properly, it may have an effect on job discontent, absence, poor participation, stress, turnover intentions, and SRP ( Ashill et al, 2009 ). However, job descriptions may not always have a beneficial effect, but they do have a high degree of usefulness in enhancing employee commitment and SRP ( Kumar et al, 2012 ; Ahmad, 2019 ). In a service context, a clear job description appears to be a good predictor of employee performance, since it has an indirect effect on the customer’s views of service delivery ( Boshoff and Allen, 2000 ).…”

Section: Literature Reviewmentioning

confidence: 99%

The Nexus Between Human Resource Management Practices and Service Recovery Performance in Takaful Insurance Industry in Pakistan: The Mediating Role of Employee Commitment

et al. 2022

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Service recovery performance (SRP) is very important for the takaful insurance industry for maintaining and attracting new clients, which in turn serves as a competitive advantage for the survival and continued future of the businesses. If the insurance sector could not maintain SRP, then the competitive advantage of the organizations could be decayed. Therefore, under the theoretical foundation of equity theory and resource-based theory, this research has investigated the link between human resources management practices (HRMP) (such as human capital, training, job description, teamwork, empowerment, and rewards) and SRP directly and indirectly through the employee commitment. By using a convenient sampling technique data was collected from the employees working in the Takaful industry in Pakistan to empirically test the proposed hypotheses and validate the findings. Using cross research design and quantitative research approach. The Structural Equation Modeling (SEM) had presented the positive relationship between HRM practices and SRP. On the other hand, employee commitment had also mediated this relationship. As employee commitment is significantly mediated among most of the HRMP, this aspect is therefore considered to be a big contribution of the study in the context of Pakistan. Based on these findings, the current study has several important implications the practitioners and readers.

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Development of a framework for services recovery for service industries

Cited by 4 publications

References 16 publications

Limnological environment with respect to conservation aspects of Patna Bird Sanctuary Jalesar, Etah (U.P.)

Limnological environment with respect to conservation aspects of Patna Bird Sanctuary Jalesar, Etah (U.P.)

Factors affecting service recovery performance and customer service employees

The Nexus Between Human Resource Management Practices and Service Recovery Performance in Takaful Insurance Industry in Pakistan: The Mediating Role of Employee Commitment

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