Organizational Factors Contributing To Service Recovery Performance In Indonesian Islamic Banks

• المؤلف الرئيسي: Dalimunthe, Zainul Bahri
• التنسيق: أطروحة
• اللغة: English
• منشور في: 2014
• الموضوعات: HD28-70 Management. Industrial Management
• الوصول للمادة أونلاين: http://eprints.usm.my/46372/1/Zainul%20Bahri%20Dalimunthe24.pdf; http://eprints.usm.my/46372/

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...