Human resource management factors and service recovery performance in Malaysian life insurance industry
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...
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| 主要な著者: | , , , |
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| フォーマット: | 論文 |
| 言語: | English |
| 出版事項: |
Emerald Group Publishing Limited
2014
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| 主題: | |
| オンライン･アクセス: | 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 |
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