Kumar, Niriender and Md Isa, Filzah and Cheng, Wei Hin and Abdullah, Haim Hilman (2012) Development of a framework for services recovery for service industries. Journal for Global Business Advancement, 5 (2). p. 89. ISSN 1746-966X

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Abstract

Service recovery refers to the actions a supplier takes in order to seek out dissatisfaction and as a response to poor service quality.The understanding of nature and determinants of service recovery performance in service industries is necessary in developing and implementing service recovery programmes especially in the service industry which requires a lot of human interaction.The objectives of this research are to develop a framework for services recovery performance for service industries based on the previous literatures.The study identified three main factors, namely organisational, personal and human resource, that affect the service recovery performance.This study provides added knowledge and insights into the factors that affect service recovery performance in general in service industries in the Malaysian context.

Item Type:	Article
Uncontrolled Keywords:	human resources, personal factors, organisational factors, service recovery performance, services, service industries, Malaysia
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Business Management
Depositing User:	Dr. Filzah Md. Isa
Date Deposited:	22 Nov 2015 03:55
Last Modified:	20 Apr 2016 04:15
URI:	https://repo.uum.edu.my/id/eprint/16253

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