Human resource management factors and service recovery performance in Malaysian life insurance industry

• Main Authors: Piaralal, Niriender Kumar, Mat, Norazuwa, Piaralal, Shishi Kumar, Bhatti, Muhammad Awais
• Format: Article
• Language: English
• Published: Emerald Group Publishing Limited 2014
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/12209/1/EJTD.pdf; http://repo.uum.edu.my/12209/; http://dx.doi.org/10.1108/EJTD-07-2013-0078

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...