Factors Affecting Service Recovery Performance of Insurance Agents With Employment Status as Moderator: A Study of Northern Peninsular Malaysia

• Main Author: Piaralal, Niriender Kumar
• Format: Thesis
• Language: English; English
• Published: 2013
• Subjects: HF5549-5549.5 Personnel Management. Employment
• Online Access: https://etd.uum.edu.my/3810/1/s92815.pdf; https://etd.uum.edu.my/3810/8/s92815.pdf; https://etd.uum.edu.my/3810/

Life insurance industry in Malaysia is facing stiff competitions due to growing consumerism, changing consumer choices and expectations. Service recovery is a very important factor in the life insurance firm towards maintaining the client and one of the main competitive advantages for business survival and adding value for the future of the organization. The purpose of this study was to investigated the factors influencing service recovery performance of customer service employees in life insurances industry setting from three main factors namely organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). The study also examined employment status (part time and full time) as moderators for the relationship between organizational, human resource management, personal factors and service recovery performance of customer service employees. Data gathered by self administered questionnaires from 350 life insurance customer service employees in northern region of Peninsular Malaysia by using convenience sampling technique 14 hypotheses were tested using multiple and hierarchical regression and eight hypotheses were accepted. The findings indicate that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion are the factors influencing service recovery performance of customer service employees while rewards found not influencing service recovery performance of customer service employees The findings also showed that employment status have moderating effect for the relationship between customer service orientation, rewards and service recovery performance of customer service employees and no moderating effect for the relationship between training, empowerment, affective organizational commitment, role stressors and emotional exhaustion and service recovery performance of customer service employees. This research had enhanced and widens the understanding of variables that affect on part time and full time customer service employees' service recovery performance