publication . Article . 2016

The effects of job satisfaction, employee commitment, workplace friendship and team culture on service recovery performance

Abednego Feehi Okoe; Henry Boateng; Tiniwah Deborah Mensah;

Open Access English

Published: 01 Nov 2016 Journal: Management Science Letters (issn: 1923-9335, eissn: 1923-9343,

Publisher: Growing Science

Summary

Abstract

The existing literature has called for more studies to be conducted on how human resource activities affect service recovery performance. This study therefore ascertains the effects of Job Satisfaction, employee Commitment, Workplace Friendship and Team Culture on Service Recovery Performance. The survey research design was used in this study. The participants were frontline employees from the various service sectors in Ghana. The convenience sampling was used as the sampling technique. A total of 372 responses were used in the final analysis. The scale items were adapted from the existing literature. Confirmatory factor analysis was used to assess the fit of th...

doi: 10.5267/j.msl.2016.9.002

Subjects

ACM Computing Classification System: ComputingMilieux_THECOMPUTINGPROFESSION

free text keywords: Job Satisfaction, Employee Commitment, Workplace Friendship, Business records management, HF5735-5746, Human resources, business.industry, business, Affective events theory, Customer satisfaction, Confirmatory factor analysis, Friendship, media_common.quotation_subject, media_common, Service recovery, Psychology, Marketing

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