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

Author

Listed:
  • Munawar Javed Ahmad
  • Norzieiriani Ahmad
  • Nazlina Zakaria

    (University Utara Malaysia.)

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.

Suggested Citation

  • Munawar Javed Ahmad & Norzieiriani Ahmad & Nazlina Zakaria, 2018. "An Integrated Framework on Service Recovery Performance: The Mediating Role of Organizational Commitment," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(2), pages :263-279, March.
    • Handle: RePEc:ani:ipjhss:v:6:y:2018:i:2:p:263-279
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    References listed on IDEAS

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    1. Osman M. Karatepe, 2006. "The effects of selected antecedents on the service recovery performance of frontline employees," The Service Industries Journal, Taylor & Francis Journals, vol. 26(1), pages 39-57, January.
    2. Mustafa Daskin & Ozgur Devrim Yilmaz, 2015. "Critical antecedents to service recovery performance: some evidences and implications for service industry," International Journal of Management Practice, Inderscience Enterprises Ltd, vol. 8(1), pages 70-97.
    3. Huang, Yu-Ting & Rundle-Thiele, Sharyn, 2014. "The moderating effect of cultural congruence on the internal marketing practice and employee satisfaction relationship: An empirical examination of Australian and Taiwanese born tourism employees," Tourism Management, Elsevier, vol. 42(C), pages 196-206.
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    Cited by:

    1. Munawar Javed Ahmad & Norzieirani bt. Ahmad & Nazlina Zakaria, 2018. "Service Recovery Performance: A Critical Review of Literature," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(3), pages :390-411, September.

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