Management commitment to service quality and service recovery performance of customer service officer at PT. Bank Central Asia, Tbk. Surabaya-Indonesia

Lan, Liem Siu; Nugroho, Joseph L. Eko

doi:10.2991/insyma-19.2019.49

“…The study by Boshoff and Allen (2000) found a significant positive relationship between affective organizational commitment and frontline employees' service recovery performance in retail banking. Lan and Nugroho (2019) also demonstrated that higher organizational commitment resulted the higher service recovery performance based on an analysis of 282 banking employees working in Indonesia. Although some studies showed contrasting results regarding the influence of affective organizational commitment on service recovery performance (Yavas et al, 2003;Ardahan, 2006; committed employees are generally assumed to dedicate more time, more effort, and more of their talents to the firm for which they work (Parasuraman, 1987;Boshoff & Allen, 2000) Therefore affective organizational commitment of educators has an essential function in contributing towards providing better service recovery to learners in open and distance learning environment.…”

Section: Affective Organizational Commitment and Service Recovery Per...mentioning

confidence: 94%

Factors Influencing Service Recovery Performance among Educators of Open and Distance Learning in Malaysia: Exploring the Moderating Effects of Educators’ Job Experience

M. A,

S.K,

V.S

2024

IJARBSS

0

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This study investigates the dynamics of service recovery performance among educators in Malaysia's open and distance learning sector, emphasizing the moderating effects of educators' job experience. Employing a quantitative research design, particularly a crosssectional survey, the research delves into organizational, work resource, and work demand factors. The study's unique focus on educators' job experience as a moderator adds depth to the understanding of service recovery performance. Drawing on the latest literature, the research aims to contribute valuable insights for educational institutions, shedding light on effective service recovery strategies to enhance learner satisfaction, loyalty, and overall organizational performance. The implications of this study extend to informing management practices, fostering a learner-driven approach, and ultimately advancing the field of service recovery within the education industry like Open University Malaysia (OUM).

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Monetary Policy Operations of Central Banks in the E7 Economies

Dınçer

¹

,

Yüksel

²

2022

Research Anthology on Macroeconomics and the Achievement of Global Stability

0

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Both monetary and fiscal policies have a crucial role in the financial markets of the countries. In this framework, policies can be used for mainly two different purposes, which are contractionary and expansionary policies. Hence, it can be said that monetary policies play a key role especially for the emerging economies. The main reason is that these are the economies that aim to be a developed economy. In order to reach this objective, they aim to make investment to obtain sustainable economic growth. Similar to this aspect, this chapter aims to identify different monetary policy operations of the central banks. Thus, various monetary policy instruments are explained. After this issue, necessary information is given related to the central banking operations of E7 economies. As a result, it is defined that central banks of these countries play an active role especially during the recession period.

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Monetary Policy Operations of Central Banks in the E7 Economies

2020

Advances in Finance, Accounting, and Economics

0

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Both monetary and fiscal policies have a crucial role in the financial markets of the countries. In this framework, policies can be used for mainly two different purposes, which are contractionary and expansionary policies. Hence, it can be said that monetary policies play a key role especially for the emerging economies. The main reason is that these are the economies that aim to be a developed economy. In order to reach this objective, they aim to make investment to obtain sustainable economic growth. Similar to this aspect, this chapter aims to identify different monetary policy operations of the central banks. Thus, various monetary policy instruments are explained. After this issue, necessary information is given related to the central banking operations of E7 economies. As a result, it is defined that central banks of these countries play an active role especially during the recession period.

show abstract

Management commitment to service quality and service recovery performance of customer service officer at PT. Bank Central Asia, Tbk. Surabaya-Indonesia

Cited by 3 publications

References 10 publications

Factors Influencing Service Recovery Performance among Educators of Open and Distance Learning in Malaysia: Exploring the Moderating Effects of Educators’ Job Experience

Factors Influencing Service Recovery Performance among Educators of Open and Distance Learning in Malaysia: Exploring the Moderating Effects of Educators’ Job Experience

Monetary Policy Operations of Central Banks in the E7 Economies

Monetary Policy Operations of Central Banks in the E7 Economies

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