Matches in SemOpenAlex for { <https://semopenalex.org/work/W1480618508> ?p ?o ?g. }
- W1480618508 endingPage "552" @default.
- W1480618508 startingPage "524" @default.
- W1480618508 abstract "Purpose – The purpose of this paper is to investigate the human resource factors (rewards, training teamwork and empowerment) that affect service recovery performance (SRP) of customer service employees in life insurances companies. Life insurances industries in Malaysia are facing stiff competitions due to growing consumerism, changing consumer choices and expectations. SRP is very important aspect in the insurances firms toward retaining the customer and one of the key competitive advantages for sustainability and adding value to the organization in the future. Design/methodology/approach – The data obtained from 350 customer service employees based on convenience sampling were analyzed using regression and hierarchical analysis. Findings – There are two factors, namely, empowerment and training, affecting the SRP. The employment status moderated the relationship between reward and SRP. The limitations of this study have been noted and further research suggestions are also included that are very important for SRP. Originality/value – This study has added knowledge regarding the factors that affect SRP, in general, and precisely in life insurance industries in Malaysian context." @default.
- W1480618508 created "2016-06-24" @default.
- W1480618508 creator A5002481095 @default.
- W1480618508 creator A5012422490 @default.
- W1480618508 creator A5058740805 @default.
- W1480618508 creator A5087958656 @default.
- W1480618508 date "2014-07-01" @default.
- W1480618508 modified "2023-10-17" @default.
- W1480618508 title "Human resource management factors and service recovery performance in Malaysian life insurance industry" @default.
- W1480618508 cites W1481893218 @default.
- W1480618508 cites W1495686771 @default.
- W1480618508 cites W1508734613 @default.
- W1480618508 cites W1535551299 @default.
- W1480618508 cites W1829895992 @default.
- W1480618508 cites W1878258386 @default.
- W1480618508 cites W1972795713 @default.
- W1480618508 cites W1973833922 @default.
- W1480618508 cites W1979746514 @default.
- W1480618508 cites W1985234314 @default.
- W1480618508 cites W1991337173 @default.
- W1480618508 cites W1997460207 @default.
- W1480618508 cites W1999301380 @default.
- W1480618508 cites W2003522581 @default.
- W1480618508 cites W2005956583 @default.
- W1480618508 cites W2006502272 @default.
- W1480618508 cites W2006621241 @default.
- W1480618508 cites W2007408596 @default.
- W1480618508 cites W2007616270 @default.
- W1480618508 cites W2008243644 @default.
- W1480618508 cites W2010510233 @default.
- W1480618508 cites W2011529020 @default.
- W1480618508 cites W2012260880 @default.
- W1480618508 cites W2014723826 @default.
- W1480618508 cites W2018589481 @default.
- W1480618508 cites W2022194086 @default.
- W1480618508 cites W2024923092 @default.
- W1480618508 cites W2029013777 @default.
- W1480618508 cites W2033692402 @default.
- W1480618508 cites W2039615057 @default.
- W1480618508 cites W2040880790 @default.
- W1480618508 cites W2045052795 @default.
- W1480618508 cites W2046591626 @default.
- W1480618508 cites W2055717717 @default.
- W1480618508 cites W2062095148 @default.
- W1480618508 cites W2064198781 @default.
- W1480618508 cites W2076331827 @default.
- W1480618508 cites W2078454343 @default.
- W1480618508 cites W2079568189 @default.
- W1480618508 cites W2079640340 @default.
- W1480618508 cites W2079711639 @default.
- W1480618508 cites W2085858365 @default.
- W1480618508 cites W2088239941 @default.
- W1480618508 cites W2090197053 @default.
- W1480618508 cites W2092835195 @default.
- W1480618508 cites W2100509693 @default.
- W1480618508 cites W2107859220 @default.
- W1480618508 cites W2108873371 @default.
- W1480618508 cites W2112933625 @default.
- W1480618508 cites W2116153465 @default.
- W1480618508 cites W2124130909 @default.
- W1480618508 cites W2151141708 @default.
- W1480618508 cites W2153838988 @default.
- W1480618508 cites W2157026370 @default.
- W1480618508 cites W2160561784 @default.
- W1480618508 cites W2160849538 @default.
- W1480618508 cites W4231536446 @default.
- W1480618508 cites W4238576754 @default.
- W1480618508 cites W4241004881 @default.
- W1480618508 cites W4242178656 @default.
- W1480618508 cites W4255659084 @default.
- W1480618508 doi "https://doi.org/10.1108/ejtd-07-2013-0078" @default.
- W1480618508 hasPublicationYear "2014" @default.
- W1480618508 type Work @default.
- W1480618508 sameAs 1480618508 @default.
- W1480618508 citedByCount "16" @default.
- W1480618508 countsByYear W14806185082015 @default.
- W1480618508 countsByYear W14806185082016 @default.
- W1480618508 countsByYear W14806185082018 @default.
- W1480618508 countsByYear W14806185082020 @default.
- W1480618508 countsByYear W14806185082021 @default.
- W1480618508 countsByYear W14806185082022 @default.
- W1480618508 countsByYear W14806185082023 @default.
- W1480618508 crossrefType "journal-article" @default.
- W1480618508 hasAuthorship W1480618508A5002481095 @default.
- W1480618508 hasAuthorship W1480618508A5012422490 @default.
- W1480618508 hasAuthorship W1480618508A5058740805 @default.
- W1480618508 hasAuthorship W1480618508A5087958656 @default.
- W1480618508 hasConcept C107645774 @default.
- W1480618508 hasConcept C111226992 @default.
- W1480618508 hasConcept C144133560 @default.
- W1480618508 hasConcept C151730666 @default.
- W1480618508 hasConcept C162324750 @default.
- W1480618508 hasConcept C162853370 @default.
- W1480618508 hasConcept C187736073 @default.
- W1480618508 hasConcept C20555606 @default.
- W1480618508 hasConcept C2779343474 @default.
- W1480618508 hasConcept C2780378061 @default.
- W1480618508 hasConcept C50522688 @default.