publication . Article . 2016

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

Abednego Feehi Okoe; Tiniwah Deborah Mensah; Henry Boateng;
Open Access English
  • Published: 01 Nov 2016 Journal: Management Science Letters (issn: 1923-9335, eissn: 1923-9343, Copyright policy)
  • Publisher: Growing Science
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...
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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, Affective events theory, Social psychology, Service recovery, Human resources, business.industry, business, Customer satisfaction, Friendship, media_common.quotation_subject, media_common, Psychology, Applied psychology, Confirmatory factor analysis
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