Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks
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Date
2014-02
Authors
Dalimunthe, Zainul Bahri
Journal Title
Journal ISSN
Volume Title
Publisher
Universiti Sains Malaysia
Abstract
This study investigated the organizational factors contributing to service recovery
performance in Indonesian Islamic Banks by using management commitment to
service quality and employee knowledge sharing capabilities as predictors. The role
of perceived organizational support as a moderator between the two above mentioned
predictors and the service recovery performance in Indonesian Islamic Banks was
also investigated. The sample of this study was frontline employees of Indonesian
Islamic Banks, and data were collected through mail survey using questionnaires.
The results of this study found that two dimensions of management commitment to
service quality (training and rewards) positively and significantly influenced service
recovery performance of frontline employee. Empowerment did not significantly
influence service recovery performance of frontline employee. The present study also
found that all dimensions of employee knowledge sharing capabilities positively and
significantly influenced the service recovery performance of frontline employee. The
results of this study show that perceived organizational support did not significantly
moderate the influence of dimensions of two predictors on service recovery
performance. However, perceived organizational support moderate the influence of
tacit knowledge-sharing capabilities on service recovery performance of frontline
employee. None of the control variables significantly influence statistically the
service recovery performance of frontline employee except educational
qualifications. The study also provides discussion on the findings as well as
limitations, theoretical and practical implications of the study, and suggestions for
future research.
Description
Keywords
Organizational Factors , Islamic Banks