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

Authors

  • Munawar Javed Ahmad University Utara Malaysia
  • Norzieiriani Ahmad University Utara Malaysia.
  • Nazlina Zakaria University Utara Malaysia.

DOI:

https://doi.org/10.52131/pjhss.2018.0602.0046

Keywords:

Service Recovery performance, service recovery, internal marketing, internal Communication

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.

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Author Biographies

Munawar Javed Ahmad, University Utara Malaysia

School of Business Management,

Norzieiriani Ahmad, University Utara Malaysia.

School of Business Management,

Nazlina Zakaria, University Utara Malaysia.

School of Business Management.

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Published

2018-06-30

How to Cite

Ahmad, M. J., Ahmad, N., & Zakaria, N. (2018). An Integrated Framework on Service Recovery Performance: The Mediating Role of Organizational Commitment. Pakistan Journal of Humanities and Social Sciences, 6(2), 263–279. https://doi.org/10.52131/pjhss.2018.0602.0046

Issue

Section

Articles